by Hui See-mun Alice. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 51-53). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF ILLUSTRATIONS --- p.iii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- METHODOLOGY --- p.3 / Chapter III. --- TOTAL QUALITY MANAGEMENT - AN OVERVIEW --- p.5 / Importance of Quality to banks --- p.5 / History of TQM --- p.7 / Definitions on Quality.......: --- p.9 / Definitions of Total Quality Management --- p.10 / Critical factors for a successful TQM program --- p.14 / Chapter IV. --- TQM IN CHASE MANHATTAN BANK --- p.18 / Reasons for implementing TQM in Chase --- p.18 / Fundamental principles and values of Chase TQM --- p.18 / TQM implementation in Hong Kong --- p.23 / Chapter V. --- EVALUATION AND RECOMMENDATIONS --- p.29 / Evaluation of the system --- p.29 / Recommendations --- p.33 / Chapter VI. --- CONCLUSION --- p.39 / APPENDIX / Chapter 1. --- Overview of ISO 9000 --- p.41 / Chapter 2. --- HKMA Quality Award Criteria Framework --- p.43 / Chapter 3. --- TQM plan --- p.44 / Chapter 4. --- Problem solving process 8c Quality improvement process --- p.45 / Chapter 5. --- Deming's 14 principles --- p.46 / Chapter 6. --- Juran's 10 steps in quality improvement --- p.47 / Chapter 7. --- Crosby's 14 steps in quality improvement --- p.48 / Chapter 8. --- Malcolm Baldrige Award assessment system --- p.49 / BIBLIOGRAPHY --- p.51 / LIST OF ILLUSTRATIONS / Figure 1. Framework of Chase TQM --- p.19 / Figure 2. Plan-Do-Check-Act Cycle --- p.21 / Figure 3. TQM Plan --- p.44 / Figure 4. Problem Solving Process --- p.45 / Figure 5. Quality Improvement Process --- p.45