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Abstract
This thesis begins by reviewing the literature on TQM. It is found that in the past, the TQM theories by quality gurus have given pictures of TQM from different angles but there is little discussion of the implementation steps for company to follow. Also, there is hardly any mention on what companies that have already achieved some form of improvements, like ISO 9000 or its equivalent, should do next.
With this scenario in mind, a model called TQMEX standing for Total Quality Management EXcellence models has been developed based on sound TQM practices. It aims at providing companies with a step-by-step approach to achieving TQM.
In order to prove the validity of the TQMEX model, the author undertook intensive questionnaire survey and field survey in the UK, Hong Kong and Japan during 94/95. About 400 valid questionnaire replies have been received and analysed.35 case studies from the three countries were also studied. Action and longitudinal research have been carried out in a major construction company in HK. Findings were further validated by comparing with two similar size UK and Japanese construction firms.
The main finding from companies of the three countries is that TQM is an essential requirement for their business success. This can be achieved by good organisation, working environment, operations management systems, quality circle practices, quality management system, and preventive maintenance measures. They form the base for the TQMEX model.
Then, surveys in the three countries were carried out and their findings provide the knowledge for the development of an advisory service called TQMEXAS. The TQMEXAS consists of the Internet Program and the Expert System, which also incorporates a case-study bank and implementation plans (http://www.dmu.ac.uk/dept/schools/business/corporate/tqmex/abs).