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

published_or_final_version / Housing Management / Master / Master of Housing Management

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