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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
41

Implementation of TQM: an experience of a long established Chinese group of companies.

January 1997 (has links)
by Yau Chi Shing Danny. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 77-82). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I --- INTRODUCTION --- p.1 / Company Background --- p.3 / From ISO 9000 Accreditation to TQM --- p.5 / Approach to Implementation of TQM --- p.6 / Methodology --- p.7 / Purpose of Study --- p.7 / Self-Assessment --- p.8 / Interviews --- p.10 / Chapter II --- LITERATURE REVIEW --- p.12 / What is TQM --- p.12 / What is Quality --- p.12 / The TQM Gurus --- p.14 / The Benefits of Implementing TQM --- p.15 / Elements of TQM --- p.18 / Tools and Models for TQM Implementation --- p.19 / Critical Success Factors for TQM Implementation --- p.21 / Why TQM Programs Sometimes Fail --- p.24 / Is ISO 9000 a Prerequisite for TQM --- p.25 / Chapter III. --- DATA ANALYSIS AND INTREPRETATION --- p.27 / Mission and Objectives --- p.27 / Developing of Mission Statements --- p.28 / Core Values --- p.29 / Goal Setting and Benchmarking --- p.30 / Customer Focus and Satisfaction --- p.31 / Market Share and Customer Attrition Rate --- p.32 / Customer Satisfaction Drivers --- p.33 / Customer Dissatisfaction Drivers --- p.35 / Development of Action Plans to Promote Customer Satisfaction Drivers and Minimising Customer Dissatisfaction Drivers --- p.37 / Development of Service Pledges --- p.38 / Measuring the Views on Quality of Service of Internal Customers --- p.39 / Operational Performance and Process Improvement --- p.40 / Actions taken to Increase Direct Interaction with Customers --- p.41 / Process Improvement --- p.43 / Human Resources --- p.44 / Staff Opinion Survey --- p.44 / Performance Management System --- p.47 / Staff Suggestion Scheme --- p.49 / Information and Analysis --- p.50 / Executive Leadership --- p.51 / TQM-Critical Success Factors and Encountered Difficulties --- p.54 / Chapter IV. --- CONCLUSION --- p.56 / An Overview on TQM Self-Assessment Study --- p.56 / Success Factors for TQM --- p.58 / Readiness of an Organization for TQM --- p.58 / Resistance to Cultural Change --- p.59 / Need for Effective Measurements --- p.61 / Need for Effective Communications --- p.62 / Need for Effective Teaming --- p.63 / Need for Senior Management Commitment and Effective Leadership --- p.64 / Need for Expertise Advice and Guidance --- p.65 / Closing --- p.66 / APPENDIX --- p.67 / Chapter Appendix 1 : --- TQM Self-Assessment Questions for Interviews --- p.67 / Chapter Appendix 2 : --- TQM Gurus - Dr. Dealing's Contributions --- p.72 / Chapter Appendix 3 : --- TQM Gurus - Juran's Contributions --- p.74 / Chapter Appendix 4 : --- TQM Gurus - Crosby's Contributions --- p.76 / BIBLIOGRAPHY --- p.77
42

Quality management in commercial properties of the Hong Kong Housing Authority

Chan, Chun-hung, 陳俊雄 January 2000 (has links)
published_or_final_version / Housing Management / Master / Master of Housing Management
43

Total quality management: old, new or what, and implications for the Hong Kong service sector.

January 1994 (has links)
by Li Sau-fan, Elsie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 74-76). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF FIGURES --- p.vii / ACKNOWLEDGEMENTS --- p.viii / Chapter / Chapter I. --- BACKGROUND AND STATEMENT OF THE PROBLEM --- p.1 / Chapter II. --- LITERATURE REVIEW --- p.7 / Definition of Quality --- p.7 / "Selected Approaches to ""Quality""" --- p.8 / W. Edwards Deming --- p.8 / Philip B. Crosby --- p.12 / Deming vs. Crosby: Conflict or Synthesis --- p.15 / Chapter III. --- MODERN APPLICATION OF THE DELIVERY OF QUALITY MANAGEMENT IN SERVICE --- p.17 / Applying Statistical Control Philosophies to Service Quality Assessment --- p.18 / Background --- p.18 / A Gap Orientation to Service Quality --- p.23 / An Example --- p.26 / Managerial Implications and Recommendations --- p.29 / Selecting an Appropriate Approach to TQM Implementation --- p.30 / The Organization Alignment Model --- p.32 / Implementation --- p.41 / Chapter IV. --- CASE STUDY --- p.43 / One : Rank Xerox Hong Kong --- p.43 / The Quality Planning Process --- p.44 / Leadership Through Quality Programme --- p.44 / Management Commitment --- p.45 / A Strategic Focus on Internal and External Customers --- p.45 / Problems Encountered and Remedies --- p.46 / Conclusion --- p.47 / Two : American Express --- p.48 / The Magnitude of Quality Service in Amex --- p.48 / Late 1970's: Quality Assurance Programme --- p.49 / Current Approach: Teamwork Approach to American Express Quality Leadership (AEQL) --- p.50 / Chapter V. --- IMPLICATIONS FOR FUTURE IMPLEMENTATION OF TQM --- p.54 / Five Tenets of TQM --- p.54 / A Strategic Approach to Quality --- p.56 / Conclusion --- p.58 / APPENDIX --- p.59 / BIBLIOGRAPHY --- p.74

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