ISO 9000 and Total Quality Management

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ISO 9000 and Total Quality Management Proceedings of the Third International Conference UNIVERSITATSB1BUOTHEK HANNOVER Edited by TECHNISGHE ^jnformat ionsblbliqthek Samuel K.M. Ho ~~ " PhD(Mangt), F1QA, Lead Auditor (ISO 9000), EQA Assessor, Visiting Scholar, HKBU Business School, Prof of Strategic & Quality Management, IMC, UK Editor, Managing Service Quality. Tel: +852-2339-5228 Fax: +852-2339-5585 Email: samho@hkbu.edu.hk URL: http://www.hkbu.edu.hk/~samho/icit.htm ISBN 962-85264-1-3 Hong Kong Book Registration Office Cataloguing in Publication Data. 1998 HKBU Business School & Authors HONG KONG BAPTIST UNIVERSITY

CONTENTS SUPPORTING ORGANISATIONS & EDITORS PREFACE (Sam Ho, Chair, 3rd ICIT) WELCOME SPEECH (Daniel Tse, President, HKBU) [Underlined Paper Numbers below are Keynote Speeches] Part 1 Change for the Better via ISO 9000 and TQM 1 1.1 An Investigation of the Implementation of ISO 9000 and TQM 1 and Their Relationships in Turkey Ufuk Cebeci & Ahmet Beskese L2 Change for the Better via ISO 9000 and TQM 7 Samuel KM. Ho 1.3 TQM - A Drive for Innovation An Indian Experience 15 Tabassum Jamal 1.4 A Study of TQM Implementation in Thailand 22 Ladawan Krasachol & J.D. T. Tannock 1.5 ISO 9000 or TQM: Which Approach to Adopt - A Canadian Case Study 28 George Laszlo 1.6 ISO 9000 Standards and TQM Strategy - The Business Improvement 35 Tools for the Polish Firms Krystyna Lisiecka 1.7 ISO 9000 - Aid or Hindrance to the Cultural Developments 41 Required for TQM? Sarah T. Meegan L8 What is the Direction of TQM Development in the Future? 47 Lawrence R. P. Reavill Part 2 ISO 9000/14000 and Quality/Environmental Audit 53 2.1 A Workflow Automation Tool for ISO 9000 Compliant 53 Quality Management Keith C.C. Chan and Yan-Ching Ying

2,2 ISO 14000: Change for the Better 62 Raymond H. Chan 23. Broadening the Perspective of Audit Service Quality - 66 Product and process views Lars G. Hassel & Johan Lidsle 2.4 ISO 9000 and TQM Development in Poland 72 Robert Karaszewski 2.5 Software Assistants for ISO 9000 Certification 78 Hare ton K.N. Leung, Keith C. C. Chan & Connie Poon 2J) ISO 9000: Yes or No? 84 Howie Ng 2.7 Charting Staff Attitude Along the Journey towards getting ISO Certification 89 L.C. Koo, Fredrick K. C. Tao & Hannah Koo Part 3 Business Process Re-engineering 97 3.1 An Appraisal of Process Analysis Tools for Process 97 Improvement and Reengineering S. N. Kota, D.J. Bal & Y.P. Cheung 3.2 The Significance ofbpr in Organisational Change Strategies: 105 Some Survey Findings Lee K. Collins & Frances Hill 3.3 The Revolution Planning and Evolutionary Implementation of a 111 Business Process & Its Computing Support David W Bustard & Zhonglin He 3.4 A Structured Approach to Integrate Process Redesign & ISO 9000 117 Implementation John Leung & Jimmy Pang 3.5 Development of a Research Based BPR Methodology for 123 Public Sector Application Rodney McAdam and Neil Mitchell 3.6 Business Transformation Strategy for Small and Medium Enterprises 130 Stephen Ng & Samuel Ho 3.7 TQM and Reengineering in Driving Change for Market Orientation 138 Agnes Y. K. Tarn & Richard CM. Yam 3.8 BPR: An international Finn's Experience 144 Bo K. Wong & Wilson X. Li Part 4 Quality Tools and Techniques 150 4.1 Some Elements to Design an Integrated Logistics System 150 AbdellatifBenabdelhafid 4.2 The Use of Quality Techniques for the Control of Combined 156 Forecasts of Product Demand Chi-Kin Chan, H. Wong & Xiao-Long Pu

4.3 Measuring and Improving the Capability of Heavily Skewed 162 Processes Using Small Batch S.P.C. Techniques John S. Garvin 4.4 Hoshin Kami - Participative way of strategic quality management in Japan 168 Yoshio Kondo 4.5 Use of QFD Methodology in TQM and Business Strategic Planning 174 S.F. Lee, Paul Roberts & W.S. Lau 4.6 The Use of Statistical Analysis in TQM: A Case Study of 180 Circuit Breaker Manufacturer P.K. Leung, T.W. Leung, C.K. Chan andl. Ng 4.7 Document Management for a Distributed Development Environment: 184 From Paper to Intranet William W.L. Ng & Albert HC. Tsang 4.8 Company Benchmarking as a Tool to Aid Competitiveness 191 Terry Pitcher 4.9 Qualitative Indicators to Measure Productivity, 196 Efficiency and Quality: An Empirical Study in Singapore Hesan Quazi, Boon-Chye Lim & Pui-Mun Lee 4.10 Use of Process Control Chart Techniques to Analyse Violent 203 Crime Rates in Western Australia Shams-ur Rahman 4.11 The Statistical Process Control of the Near Zero-Nonconformity Process 208 Jing Sun & Gongxu Zhang 4.12 Implementation of TQM in the Shipping Industry 215 Peter K L Tan, Phaik Lan Tan & Christel Costagli 4.13 DA-C Metrics: A Tool for Measuring Parameters of Software Quality 222 Dusan Velasevic & Dragan Bojic 4.14 COQ Reporting as a Tool of Quality Management - Australian Evidence 226 Maria Xydias Part 5 Quality Circles and Teamworking 232 5.1 TQM, Self-Managed Teams & Organisational Performance - 232 A 3-Year in Depth Case Study Rodney P. Gapp 5.2 Employee Responses to New Quality Initiatives: 239 A Study of Continuous Improvement Groups Geraldine Hammersley & Ashly Pinnington 5.3 Efficiency a Poor Substitute for Quality 245 Peter T. Mansour 5.4 Teamwork for Developing Productivity and Commitment in 251 Japanese Organizations in Hong Kong Dean Tjosvold, Jane Moy & Shigeru Sasaki 5.5 How to Manage in the Sea of Quality Management Literature 260 AntdnioF. Teixeira

5.6 Best Predictors of Quality Service in Australian Organisations 267 Mile Terziovski & Alison Dean 5.7 Seven New QC Tools Case Studies: Application of the Tools in the 272 Hong Kong Sweater Industry David Y. K. Yip & Joyce Y. Y. Chan 5.8 Design of Quality Management System Through Role Play Simulation 278 Kristlna Zgodavovd & Ivan Slimdk Part 6 Learning and Organisational Development 284 6.1 Sustaining TQM Through Innovation and Creativity 284 Pervaiz K Ahmed & Mohamed Zairi 6.2 Measuring Motivation in a Learning Organization 290 Maria C. Anderson 6.3 A Research on Customer Satisfaction Evaluation 296 Wei Bao & Yan-ming Zhang 6.4 Organisational Development and TQM: The Role of Leadership 302 in Integrating Q.M. into Organisations Lynne F. Baxter and Alasdair M. MacLeod 6.5 Introducing a 360 Degree Performance Evaluation 308 GloriaS.Y. Cheung 6.6 Quality in Managing Organisational Change Projects 314 Svetlana Cicmil 6.7 Determining the Indeterminacies of Change Leadership 321 Keith Grint 6.8 Agility, Job Satisfaction and Organisation Excellence - 330 Their Factors and Relationship Wai-KwokLo 6.9 Cellular Implementation of Quality Systems in Medical Organisations 337 Palmira Ldpez-Fresno & Fernando Fernandez-Gonzalez 6.10 Quality Assuring Professional Practices - A case example from 341 a cancer treatment centre John Peters 6.11 The Research for Total Quality in the U. S. Airline Industry 346 Dawna L. Rhoades, Blaise Waguespack, Jr. & Eric Treudt 6.12 Change and the Quality Challenge 351 Judith A. Schalick 6.13 Promoting Learning in Small and Medium Sized Enterprises 358 by Intraorganizatial Learning Networks TuaM. Haldin-Herrgard 6.14 Learning Function and Small Business Growth 364 Yuli Zhang

Part 7 ISO 9000/TQM Development in HKSAR/China 370 7.1 The Generic Quality System of Hong Kong Coloration Industry 370 AT. Chan, K. S. Wong, Y. K. Yip & Y. Y. Chan 7.2 Employee Involvement in Total Quality Programme: Problems in 376 Chinese Firms in Hong Kong Randy K. Chiu 7.3 The Development and Characteristics of China ISO9000 Quality 382 System Certification Furong Han 1A Survey on TQM Implementation in Hong Kong 386 S.F. Lee & Ruth Leung 7J5 TQM in China 393 AilanXie 7.6 Optimization of Documentation System in the Electronic 398 Industry of Hong Kong K. W. Yeung, L.H. Wong & Y.S. Lee 17 Beyond ISO 9000 Certification - A China Experience 404 Gongxu Zhang Part 8 Business Excellence and Quality Awards 410 8.1 Self-Assessment and Quality Awards: A Formula for Making 410 Quality Strategic? Alan Brown $2 World-Class QM System for Service Industry based on the 416 ISO 9004-2 Standard Yuk-Kau Chan 8J TQM & ISO 9000 in Singapore: Strategy or Ideology? 421 Chee-Leong Chong 8.4 Can Winners be Losers: The Case of Japan's Deming Prize for Quality 427 Anthony L. laquinto 8.5 Confirmation of a Four-Variable Quality Management Model 435 Carlos Noronha 8.6 Quality Paths in South America: The case of the Bank of Brazil 441 Marisalvo da Silva 8/7 World-class Localised Quality Excellence Model - 446 A Government Funded Project Edmund Sung Part 9 Change for the Better Manufacturing & Construction 450 9.1 Implementing and Maintaining a Quality Assurance System - 450 A Case Study of a HK Construction Contractor SyedM. Ahmed, Li Kwong Tei & D. Darshi De Saram

9.2 Reengineering the Construction Process for Enhanced Competitiveness 457 Albert P.C. Chan, Linda C.N. Fan, and Ann T.W. Yu 9.3 The Impact of ISO 9000 on Small Construction Firms in Hong Kong 462 and Experiences Edwin H. W. Chan & Antony T.S. Chan 9.4 Continuous Improvement in Australian Manufacturing - 469 Comparisons Between Large and Small Firms Ross L Chapman, Terry R Sloan andramesh Kondepudi 9.5 Construction Process Reengineering Through Partnership 477 G.K.S. Cheung & C.K.H. Fung 9.6 A New Vision of Manufacturing Paradigm: The Continuous 483 Improvement of "Multi-Layered" Quality in Product Innovation and Production Flexibility Norman W.C. Siu and Steven P.Y. Chong 9.7 Optimization of the Execution of Construction Works According to 491 Quality Criteria Goran S. Cirovic & Ognjan P. Lukovic 9.8 Managing Quality Performance of the Contractors in an Infrastructure 499 Construction Project in Hong Kong Joe C. W. Au & Winnie W. M. Yu Part 10 Change for the Better - Services & Education 505 10.1 Hospitality service quality and the role of performance appraisal 505 Catherine Cheung & Rob Law 10.2 A Learning Team Approach for Service Organisations to Achieve 510 TQM and Win Over Competition Mike Fung 10.3 Managing for Total Quality of Logistics Services -A Case Study 515 Patrick Fung & Alfred Wong 10.4 Online Documentation - a Panacea for Effective Quality System 521 Phil Gqffhey & Yuk-Kau Chan 10.5 Recent Fiscal Policy in UK Higher Education: 529 The Relationship between Quality, Quantity and Efficiency Deb Ghosh & Timothy Rodgers 10.6 Development of Standard Software Quality System 535 Documents, MaRMI-Q Ja-Kyong Koo & Yu-Whoan Ahn 10.7 From Quality Control to Technical Trading 541 Kin Lam & Hon-Chuen Yam 10.8 The Experience of Implementing ISO 9000 in a 548 Small University Workshop Tat Y. Lee 10.9 Quality System for Vocational Education in Hong Kong 554 Joseph M. W. Leung

10.10 Technology-Supported Change in the Australian Banking Industry 560 Beverley Lloyd-Walker & Y.P. Cheung 10.11 Development of Performance Indicator for Quality Education 567 W.T.Lui 10.12 An Approach to Design of Services 574 Zoran R. Pendich 10.13 The Competing Values Model of Organisational Effectiveness: 580 Its Potential in a Higher Education Context James S. Pounder 10.14 Quality Management of Laboratory Support Services in 586 Tertiary Institutions Vincent Y. F. Siu, Newman M. T. Lau & Albert C. Cheung 10.15 Competing for Quality in the Audit Society 593 Gerald Vinten 10.16 Industrial Deregulation: Strong Propellant for 601 Quality Improvement - the case of British Telecom XuYan Part 11 Change for the Better - Public & Health 607 11.1 Assessment of Quality Management Practice in the 607 Republic of Kyrgyzstan SatyaP. Chattopadhyay 11.2 Total Quality Through Continuous Improvement in Hospitals 613 Clare F.P. Chow-Chua & Mark Goh 11.3 Continuous Improvement in Public Services A Way Forward 621 Adrienne Curry 11.4 Measurement in the Service Environment - Use or Abuse 629 John F. Dalrymple 11.5 Making the Difference: Quality Management in the Public Sector 635 Mike Donnelly 11.6 Quality Assurance in the Social Sector 641 TordHSversjS 11.7 The Role of Government in the Development of Quality 646 Francis Ho 11.8 Social Welfare Services: Change for the better via ISO 9000 and TQM 650 (Panel Discussion led by Andrew Leung) Index of Contributors 651