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

• Other Authors: Li, Sau-fan Elsie.
• Format: Others
• Language: English
• Published: Chinese University of Hong Kong 1994
• Subjects: Total quality management > Case studies; Total quality management > China > Hong Kong > Case studies; Service industries > Quality control; Service industries > China > Hong Kong > Quality control; Service industries > Case studies; Service industries > China > Hong Kong > Case studies
• Online Access: http://library.cuhk.edu.hk/record=b5888044; http://repository.lib.cuhk.edu.hk/en/item/cuhk-319322

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