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An instrument for measuring TQM implementation for Chinese manufacturing companies From an extensive review of the literature in the field of total quality management (TQM), 11 constructs of TQM implementation were identified. An instrument measuring these constructs was developed. The reliability and validity of the instrument were tested and validated using data from 212 Chinese manufacturing companies. Various methods were employed for this test and validation. Comparisons between this instrument and the three other quality management instruments were made. It was concluded finally that the instrument presented in this paper was reliable and valid. Researchers will be able to use this instrument for developing quality management theory. Industrial practitioners will be able to use this instrument to evaluate their TQM implementation so as to target improvement areas.
Keywords: TQM, Implementation, Measurement, Empirical study, China, Manufacturing
Human factors affecting the acceptance of total quality management Examines two distinctly different reasons for resistance to total quality management (TQM) in US corporations. One of these is that workers will perceive TQM as controlling rather than empowering: in effect, seeing it as a ploy to get them to work harder for fewer rewards. Alternatively, it may be that TQM is seen as empowering but that all individuals do not want enriched, empowered jobs. Asks whether personality characteristics, and especially equity sensitivity, growth need strength, and willingness to engage in organizational citizenship behavior, are related to each other and whether they will influence individuals' reactions to job characteristics associated with the quality environment. Findings offer support for the second of the possibilities raised, with results suggesting that resistance is not related to perceptions that jobs under TQM are seen as controlling. Finds evidence that personality characteristics, and especially growth needs strength (GNS) and organizational citizenship behavior (OCB), are related to preferences for enriched jobs of the type associated with the quality environment.
Keywords: TQM, Resistance, Organizational behaviour, Work psychology
Quality circles: journey of an Asian public enterprise Quality circles (QCs) remain viable and continue to operate effectively. This paper traces the QC journey of the Singapore Housing Development Board, providing a historical perspective to the development of a QC for a large Asian state-owned organisation. The inductive case study method is applied. Key implementation barriers and critical success factors are identified. The barriers include reluctance to change on the part of employees, initial lack of identification with the QC movement, and organisational size. The critical success factors include active CEO support, continuous publicity for the movement to create awareness and acceptance, conducive organisational culture, and appropriate reward and incentive schemes. A short illustrative QC project is also included for completeness. Overall, this paper issues a call for management to re-examine the use of QCs as a potential strategy and to integrate QCs with other team type initiatives for continuous improvement.
Keywords: Quality circles, Case studies, Singapore, Public sector, Housing
A comparison of quality management practices in Shanghai and Norwegian manufacturing companies Records the research that investigates the differences in quality management between Shanghai and Norwegian manufacturing companies. The research is based on a survey supported by the Norwegian Association for Quality Management (NFK) and the Shanghai Association for Quality Control (SAQC). The research reveals major differences between the two parties. Compared with their Norwegian counterparts, Shanghai companies place greater emphasis on quality control and statistical methods while neglecting customer satisfaction and quality assurance. The final conclusion is that, although managers appreciate the importance of quality management, quality management in Shanghai is still focused on internal quality control, which is still far from Total Quality Management (TQM). Practical implications for future improvement in Shanghai companies and foreign joint ventures in Shanghai are discussed. Future research is also discussed.
Keywords: TQM, ISO 9000, Norway, Shanghai
Facilitating total quality through effective project management Examines the impact of introducing TQM on a project-by-project basis. A framework, suggested by Taylor and Meegan (Taylor, A. and Meegan, S., "Factors influencing a successful transition from ISO 9000 to TQM. The influence of understanding and motivation", International Journal of Quality and Reliability Management, 1997, Vol. 14 No. 2, pp. 100-17) discusses the role of senior executives in the transition from ISO 9000 to TQM. This framework is then used as a means for examining project management and TQM (particularly the emphasis on continuous improvement) literature. The critical review of the literature addresses senior management commitment, development needs of senior directors, company-wide employee involvement, reward recognition, orientation towards strategic management and core competencies and organisational capability. The theory underlying the transition from ISO 9000 to TQM is then empirically tested within a case study.
Keywords: TQM, ISO 9000, Project management, Case studies
Factors affecting the quality of building projects in Hong Kong Reports the findings of a research study, which was undertaken to examine the underlying factors affecting the quality of a building project. Aims to identify factors that showed a strong correlation to good quality performance. The ultimate goal is to provide clients, project managers, designers and contractors with information that can help them become more efficient with their limited resources and, as a result, achieve better quality outcomes. A total of 110 recently-completed building projects in Hong Kong were examined and analysed. Using factor analysis and stepwise multiple regression analysis, factors affecting the quality of the building project were identified. It was shown that project management action by the project team was the most powerful predictor of client's satisfaction with quality. Other factors included effectiveness of the construction team leader, the client's emphasis on quality, and the client's emphasis on time.
Keywords: Success, Quality, Construction management, Hong Kong, Project management
Performance assessment scoring system of public housing construction for quality improvement in Hong Kong In an attempt to improve the quality management of public housing construction in Hong Kong, the Hong Kong Housing Authority has implemented the performance assessment scoring system (PASS) as a mechanism for evaluating the effectiveness of a contractor's ability to deliver projects to specified standards. This was seen as an effective assessment and incentive system for promoting continuous quality improvement. However, the analysis of PASS scores has indicated that the general level of quality has not been significantly improved. Based on the analyses of PASS scores and contractor performance, the shortfalls of the system are explored and some recommendations to realize the vision of continuous quality improvement in public housing construction are proposed.
Keywords: Assessment, Quality management, Continuous improvement, Construction industry,
Hong Kong
Understanding the benchmarking process in Singapore Investigates the state of benchmarking in the manufacturing and service sectors of Singapore. Our aim is to understand the state of benchmarking in Singapore as well as the expectations and motivation of non-benchmarking companies. Our approach to the adoption of benchmarking is to view it as a major organisational change. We seek to understand the many dimensions of the transformation process. In addition, we examine the role of factors such as motivation, objectives, driving force, top management's commitment, preconditions, process, company culture, employee participation, presence of pitfalls, and the potential benefits in determining the success of a benchmarking project. We identify driving forces, preconditions and effectiveness of implementation as the major facilitators of benchmarking. Also, we establish the importance of these facilitators towards the achievement of benefits and success of benchmarking. Moreover, the study emphasises the importance of preconditions and effectiveness of implementation for the success and benefits of benchmarking.
Keywords: Benchmarking, Performance levels, Implementation, Effectiveness, Organisational
change
Levels of satisfaction among Asian and Western travellers Given the rapidly changing profile of travellers, in terms of their nationality, this study investigates Asian and Western travellers' perceptions about the service quality of Hong Kong hotels. Using a principal component factor analysis with a VARIMAX rotation technique, this study identifies seven hotel factors out of 33 hotel attributes and determines the levels of satisfaction among Asian and Western travellers. The seven hotel factors derived from factor analysis are: staff service quality, room quality, general amenities, business services, value, security, and IDD facilities. The results from the regression analysis suggest that Asian travellers' overall satisfaction is primarily derived from the value factor, whereas their Western counterparts are influenced by the room quality factor. This study is strategically and managerially important to the Hong Kong hotel industry. Using the results of the study, hoteliers can focus their efforts to provide quality service and facilities that their Asian and Western customers perceive as being important and as having high value.
Keywords: Customer satisfaction, Hong Kong, Hotels, Travel, National cultures
TPM implementation in China: a case study Total productive maintenance (TPM) is an innovative approach to maintenance which holds the potential for enhancing effectiveness of production facilities. It demands significant change of work culture and radical restructuring of work. Introducing TPM in operations located in developing countries, such as mainland China, is a major challenge because the environment is typically traditional and unfavourable to the transformation. This paper presents a case study of TPM implementation in such an environment - a high-precision machining factory in mainland China. The workforce in the factory consists primarily of migrant workers who are driven by instant gratification, and who are passive and hesitant to take new challenges. None of these characteristics is conducive to TPM. A three-phase programme was adopted by the factory to implement the change. The first two phases of the programme have been completed, producing significant improvement in production performance. While the advanced stage of the multi-year programme is still in progress, the lessons so far learned from the change initiative are discussed.
Keywords: Total productive maintenance, Work psychology, Organizational change, National
cultures, China
As always we have only skimmed the surface of relevant articles this week and only those that are particularly relevant for Asia-Pacific managers. Many other articles are available as well including those focusing on other countries and international perspectives.
TQM: Total Quality Management Dec 1999 |
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