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
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_319322 |
| Date | January 1994 |
| Contributors | Li, Sau-fan Elsie., Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Publisher | Chinese University of Hong Kong |
| Source Sets | The Chinese University of Hong Kong |
| Language | English |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, viii, 76 leaves : ill. ; 30 cm. |
| Coverage | China, Hong Kong, China, Hong Kong, China, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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