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You searched Library Catalogue - Author: Cornwell, Patricia
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Call Number (WOU)
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SP CEMBA 2015 74
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Author
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Yong, Yook Kuen
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Title
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A study on continuous quality improvement-a case study on comparative building renovators' performances / Yong Yook Kuen
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Abstract
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Managing contracts is a complex process, in particular the construction industry whereby the desired ends is dependent on a number of factors that ranges from the quality of material supplied, vendor’s and vendee’s commitment, budget and time constraints. Thus, the primary objective of this case study was to develop a measurement model- with tools and methodologies for the identification and measurement of construction processes for continuous quality improvement and customer satisfaction. In this research study on case firm, presently Genesis Sdn Bhd (GSB) has 245 numbers of appointed vendors who are actively carrying out many different tasks. Analysis of questionnaire were carried out on the client /employee and vendors to gauge the acceptance of TQM and comparative studies done to determine the major obstacles to implementing a TQM program in their respective organization. GSB relate the obstacles are due to lack of commitment from top management/staff , lack of expertise/resources and training to drive the improvement process whereas vendors rated too much documentation as the major obstacle followed by lack of staff commitment. Also the Client’s Satisfaction Index, the Fish Bone/Cause and Effect Diagram and Improvement Index were developed to obtain the major sources of client’s satisfaction and dissatisfaction. Ultimately, the vendor needs to understand that the client is a moving target- their expectation and requirement s are constantly changing. Hence, a system need to be in place to capture this ever hanging goals; to be able to identify, measure and continuously improve to meet client’s expectation and satisfaction. Thus from the case study, the objective of the Continuous Quality Improvement is deemed attainable for the renovation industry through the measurement of the different processes detailed and deliberated.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2015
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Subject
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Building materials industry.
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Subject
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Concrete construction industry.
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