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

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