Dissertations / Theses on the topic 'ISO 9000 Series Standards Case studies'

Thesis (MBA)--Stellenbosch University, 2007.
ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB.
AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

by Sitt Wing-leung William.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1995.
Includes bibliographical references (leaves 64-65).
ABSTRACT --- p.iii
TABLE OF CONTENTS --- p.v
LIST OF FIGURES --- p.vii
LIST OF TABLES --- p.viii
ACKNOWLEDGEMENTS --- p.ix
Chapter
Chapter I. --- INTRODUCTION
The Development of Quality --- p.1
Rise of International Quality Standard --- p.2
ISO 9000 Quality Standard --- p.3
Significance of ISO 9000 --- p.5
Maintenance Management --- p.7
Project Objective --- p.8
Chapter II. --- RESEARCH METHODOLOGY
Case Study Approach --- p.10
Settings and Timeframe --- p.10
Data Collection --- p.11
Literature Review --- p.12
Chapter III. --- MAINTENANCE MANAGEMENT
Company Profile --- p.13
Maintenance Department --- p.14
Repair and Maintenance --- p.16
Problems Encountered --- p.18
Improved Operating System --- p.21
Benefits of the New System --- p.28
Limitations of the New System --- p.29
Chapter IV. --- APPLICATION OF ISO 9000 QUALITY SYSTEM
14Elements Applied to Maintenance Department --- p.31
Implementation Process --- p.41
Difficulties Encountered --- p.45
Hints to Successful Implementation --- p.47
Benefits and Drawbacks --- p.50
Chapter V. --- CONCLUSION
Summary --- p.53
Recommendations for Further Study --- p.55
APPENDIX --- p.57
BIBLIOGRAPHY --- p.63

by Law Po-yee, Annie and Li Lai-fong.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1995.
Includes bibliographical references (leaves 51-53).
ABSTRACT --- p.ii
ACKNOWLEDGEMENT --- p.iii
TABLE OF CONTENTS --- p.iv
LIST OF FIGURES --- p.v
Chapter
Chapter I. --- INTRODUCTION --- p.1
Objective of Study --- p.1
Scope of Study --- p.2
Background --- p.2
Development of ISO 9000 --- p.4
Concept of ISO 9000 --- p.5
Chapter II. --- LITERATURE REVIEW --- p.9
The Experience of Singapore --- p.9
The Experience of U.S. and Canada --- p.11
The Experience of Hong Kong --- p.13
Chapter III. --- METHODOLOGY --- p.17
Secondary Data Source --- p.17
Primary Data Source --- p.21
Chapter IV. --- FINDINGS AND LIMITATIONS --- p.24
Findings from Questionnaires and Interviews with Respondents --- p.24
Experience of a Consultant : HKPC --- p.31
Experience of the Registrar : HKQAA --- p.33
Limitations --- p.37
Chapter V. --- CONCLUSIONS AND RECOMMENDATIONS --- p.39
APPENDIX --- p.46
BIBLIOGRAPHY --- p.51

by Chun-pong Kwok.
Thesis (M.Phil.)--Chinese University of Hong Kong, 1996.
Includes bibliographical references (leaves [144]-[151]).
ACKNOWLEDGEMENTS
ABSTRACT
Chapter CHAPTER 1. --- Introduction --- p.1
Chapter 1.1 --- ISO 9000 as an isomorphic process in Hong Kong industries --- p.2
Chapter 1.2 --- Theoretical and Empirical Background --- p.3
Chapter 1.3 --- Methods --- p.6
Chapter 1.4 --- Internal Organization of each chapter --- p.8
Chapter CHAPTER 2. --- ISO 9000 As An Isomorphic Process In Hongkong industries
Chapter 2.1 --- Origin of ISO9000 --- p.11
Chapter 2.2 --- ISO's Popularity in Global and Local Markets --- p.12
Chapter 2.3 --- Some Characteristics of ISO9000 --- p.13
Chapter 2.4 --- ISO 9000 as an Isomorphic Process in the Organizational Field --- p.17
Chapter 2.5 --- The Current Models Explaining the Popularity of ISO9000
Chapter 2.51 --- ISO as a Trade Restriction --- p.18
Chapter 2.52 --- The Market Driven Thesis --- p.20
Chapter 2.53 --- ISO as a Product Promoted by Professional Groups --- p.23
Chapter 2.54 --- ISO as a Result of Rational Choice --- p.25
Chapter 2.6 --- Recapitulation --- p.27
Chapter CHAPTER 3. --- Institutional Theories of Organizations and the Sensemaking Perspective
Chapter 3.1 --- What is An Institution? --- p.30
Chapter 3.2 --- Institutional Theory of Organizations: From Old to New --- p.32
Chapter 3.21 --- The Old Institutional Theory of Organizations --- p.32
Chapter 3.22 --- Contributions of The Old Institutional School --- p.35
Chapter 3.23 --- The Neo-Institutionalism In Organizational Analysis --- p.36
Chapter 3.23 --- a Isomorphic Processes and Mechanisms --- p.39
Chapter 3.23 --- b An Alternative Model Defined by Richard Scott --- p.40
Chapter 3.24 --- The Weaknesses of The Neo-Institutional Approach To Organizational Analysis --- p.44
Chapter 3.3 --- What is Sensemaking? --- p.47
Chapter 3.31 --- Sensemaking In Organizations --- p.47
Chapter 3.32 --- The Powerfulness of Sensemaking --- p.49
Chapter 3.33a --- Sources of A Good Sense --- p.51
Chapter 3.33b --- The Fragility of Sensemaking and Its Maintenance --- p.52
Chapter 3.4 --- Conclusion --- p.54
Chapter CHAPTER 4. --- A Closer Examination Of The Institutional Isomorphism
Chapter 4.1 --- Different Organizations are all in the same field --- p.55
Chapter 4.2 --- How Cocecive/ Regulative Institution Works --- p.59
Chapter 4.3 --- How Cognitive Institution Works --- p.61
Chapter 4.4 --- How Normative Institution Works --- p.65
Chapter 4.5 --- The Mutual Reinforcement of Institutional Pressures in the Environment --- p.69
Chapter 4.6 --- Recapitulation --- p.71
Chapter 5. --- Institutional Sources of Sensemaking and Its Strategies --- p.72
Chapter 5.1 --- The Nature of Sensemaking --- p.73
Chapter 5.2 --- Extraorganizational Sources of Sensemaking --- p.76
Chapter 5.21 --- Market Signaling --- p.77
Chapter 5.22 --- Reduction Of Responsibility ----Measure To Cope With Inevitable Risk --- p.84
Chapter 5.3 --- Intraorganizational Sources of Sensemaking --- p.86
Chapter 5.31 --- ISO 9000 as a Conflict Resolution Device --- p.87
Chapter 5.3 la --- Misunderstandings --- p.87
Chapter 5.31b --- Fault Aversion --- p.88
Chapter 5.32 --- Labour Control and Deskilling Device --- p.89
Chapter 5.4 --- Sensemaking Strategies --- p.92
Chapter 5.5 --- Conclusion --- p.94
Chapter 6. --- The Management Of Misfits And Dissonance --- p.96
Chapter 6.1 --- The Dissonance and The Failure of Prophecy --- p.96
Chapter 6.2 --- The Puzzle of Quality and Efficiency Improvement --- p.98
Chapter 6.21 --- The Shortcomings of The System --- p.98
Chapter 6.22 --- The Shortcomings of The Certified Companies --- p.100
Chapter 6.23 --- The Shortcomings of The Certifying Bodies --- p.102
Chapter 6.3 --- Strategies used to resolve the dissonance --- p.102
Chapter 6.31 --- The Postponement Of Realizing Of The Promise --- p.103
Chapter 6.32 --- Dissociation From The Unqualified Certifying Bodies --- p.103
Chapter 6.33 --- Redefining The Goals Of Adopting ISO9000 --- p.104
Chapter 6.4 --- The Transformation From Ambiguity To Flexibility --- p.105
Chapter 6.5 --- Labour Resistance --- p.108
Chapter 6.6 --- Conclusion --- p.111
Chapter 7. --- Recapitulation: A Theory of Social Action In Insitutional Analysis --- p.113
Chapter 7.1 --- "A Theory of Constraint: Institutions, Institutional Environment And Institutionalism In the Organizational Field" --- p.114
Chapter 7.2 --- Theory of Action --- p.118
Chapter 7.3 --- Implications of the Study --- p.120
Chapter 7.31 --- The Eclipse of The Actor's Motivations Under Institutions --- p.120
Chapter 7.32 --- The Extension of Conception of The Organizational Field --- p.122
Chapter 7.33 --- Overinvestment in ISO 9000 --- p.122
Chapter 7.4 --- A Possible Research Agenda --- p.124
APPENDIX I --- p.125
APPENDIX II --- p.141
APPENDIX III --- p.143
BIBLIOGRAPHY

by Tung Man Kei.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1995.
Includes bibliographical references (leaves 82-83).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF TABLES AND FIGURE --- p.vi
LIST OF APPENDIXES --- p.vii
PREFACE --- p.viii
Chapter
Chapter I. --- INTRODUCTION --- p.1
Chapter II. --- ISO-9000 Standards --- p.4
Recent Development of ISO 9000 Standards --- p.6
Other Quality Standards and Awards --- p.8
Influence of ISO 9000 --- p.11
Implementation of ISO 9000 --- p.15
Chapter III. --- CASE STUDY: PART (A) JEWELLERY INDUSTRY AND ABC JEWELLERY LIMITED --- p.18
Jewellery Industry in Hong Kong --- p.18
The ABC Jewellery Limited --- p.20
Organizational Structure of ABC Jewellery Limited --- p.21
Production Department --- p.22
Stone Department --- p.24
Human Resources Department --- p.24
Quality and Technology Department --- p.25
Management Information Department --- p.26
Marketing Department --- p.26
Export Department --- p.27
Financial Situation of ABC Jewellery Limited --- p.28
Chapter IV. --- CASE STUDY: PART (B) IMPLEMENTATION OF ISO-9002 CERTIFICATE OF A MANUFACTURING COMPANY - ABC JEWELLERY LIMITED --- p.30
Quality Reform of ABC Jewellery Limited --- p.30
The MANCOM - A Reform of Management Committee --- p.32
The Implementation Plan of ISO-9000 of ABC Jewellery Limited --- p.34
Step 1： Preliminary Goals Setting and Formulation of Action Plan --- p.35
Step 2: Creation of Mission and Vision Statements --- p.37
Step 3: Formation of Quality Team --- p.37
Step 4: Education of Quality Concept --- p.38
Step 5: Preparation of Quality Manual and Work Procedures - the Business Procedures --- p.40
Step 6: Reengineering of Business System --- p.43
Step 7： Registration for ISO-9002 --- p.44
Problems faced by the Company --- p.45
Dilemma --- p.53
Chapter V. --- CASE STUDY: PART (C) LATEST SITUATION OF ABC JEWELLERY LIMITED --- p.54
Quality and Technology Department --- p.54
"""Quality In Progress"" and Other Quality Improvement Projects in the Company" --- p.55
Chapter VI. --- CONCLUSION OF THE CASE STUDY --- p.57
TABLES AND FIGURE --- p.59
APPENDIXES --- p.63
BIBLIOGRAPHY --- p.82

Total Quality Management (TQM) is both enthusiastically praised and severely criticised in the management literature. The current study discusses various problems related to TQM and suggests a model for TQM to attempt to alleviate these problems. This model integrates quality and environmental management basing the system on a combination of the ISO 9002 and ISO 14001 standards. A number of perspectives, which are consequences of the model, are discussed, including integration, participation and multi-criteria decision making. Different strands of Systems Theory are presented as providing insights that should assist in successfully addressing these perspectives. General Systems Theory is described as providing perspectives regarding integration and Soft Systems Thinking as providing perspectives regarding participation. Multi-Criteria Decision Making (MCDM) methodologies are not normally seen as part of Systems Thinking but the compatibility of these two approaches is argued and the utility for TQM of the link between MCDM and Systems Thinking indicated. Critical Systems Thinking is suggested as providing the theoretical perspectives to define a multimethodology framework linking three methodologies, Soft Systems Methodology (SSM), Strategic Assumptions Surfacing and Testing (SAST) and Analytic Hierarchy Process (AHP). This framework is suggested as providing the diversity of perspectives needed to promote participation in the process and to give a sense of direction in the multifaceted management intervention on the problem of progressing toward a combined ISO 9002114001 system. T!Us framework was implemented at Mondi Kraft, Richards-Bay Mill via three workshops following an Action Research based process. This process is described and the data emanating from the workshops analysed and discussed. The process succeeded in the objective of promoting organisational learning on two levels. First, the introduction of the three new methodologies increased management knowledge by providing extra problem solving methods. Second, the issues and models discussed during the workshops heightened management awareness of quality and environmental matters across a wide front and, through the AHP ratings, management was able to prioritise these issues for later action. A number of recommendations and items for possible further research flowed from this study and are discussed.
Thesis (M.Comm.) - University of Natal, Pietermaritzburg, 1998.

Master’s thesis: (80 pp., 1 fig., 15 table, 48 ref) for obtaining the educational qualification of “Master” in the specialty 073 “Management”, specialization “Management of innovation”. Ternopil Ivan Puluj National Technical University, faculty of Economics and Management. Ternopil, 2020. The object of research is the development of a strategy for the implementation of a comprehensive product quality management system based on innivations. The aim of the work is to develop innovative approaches to the product quality management system at this enterprise. Research methods – economic-mathematical, statistical, trend forecasting, historical-economic, technical-economic A package of information resources required for innovative approaches to the development of a strategy for the implementation of a comprehensive product quality management system on the example of LLC "Corporation VATRA", an analysis of production and economic activities of the enterprise. The dynamics of changes in losses from marriage was also carried out, alternative options for improving the quality of products were considered. The quality management system at LLC "Corporation VATRA” has been improved through the implementation of alternative technical and technological improvement projects, as well as the introduction of new equipment.
INTRODUCTION...6 CHAPTER 1. BASIC PRINCIPLES OF QUALITY MANAGEMENT AND ELEMENTS OF THE QUALITY SYSTEM OF THE ENTERPRISE ON THE BASIS OF INNOVATIONS...9 1.1. Innovative development of the enterprises as basis of productive activity...9 1.2. Quality system: formation stages, basic elements, functions...14 1.3. Basic principles of management of the quality system of products....27 CHAPTER 2. THE ANALYSIS OF THE EXISTING CONDITION OF THE CONTROL SYSTEM OF QUALITY ON LLC "CORPORATION VATRA " ON THE BASIS OF INNOVATIONS...30 2.1. General characteristic of the studied enterprise...30 2.2. Organizational structure of the quality system of LLC “Corporation VATRA”...33 2.3. Innovative policy of LLC “Corporation VATRA” in the sphere of quality..37 2.4. Analysis of production economic activity of corporation...44 CHAPTER 3. WAYS OF INCREASE IN EFFICIENCY OF CONTROL SYSTEMS OF QUALITY OF LLC “CORPORATION VATRA” ON THE BASIS OF INNOVATIONS...50 3.1. Efficiency of investment of introduction of a technique of TQM – integrated management of quality on the basis of the ISO standards in activity of LLC “Corporation VATRA”...50 3.2. Improvement of a control system of quality at the enterprise by introduction of alternative projects of technical and technological improvement...57 3.3. Choice and technical and economic analysis of projects of technical and technological improvement....62 CHAPTER 4. LABOR PROTECTION AND SAFETY IN EMERGENCIES ...70 4.1. Labor protection...70 4.2. Safety in emergencies...72 CONCLUSIONS...75 REFERENCES...77