Implementing Total Quality through 5-S and ISO 9000
ISBN 962-85264-3-X, 3rd Edition, 1999
Samuel K.M. HO
"I am greatly honoured to be asked to write this Foreword to Sam
Ho's book. I am of course glad to see the relatively long
section on Dr W Edwards Deming's work in Chapter 2. Sam Ho's
concept of producing an integrated approach to TQM is
commendable. One of the main problems with common attitudes to
TQM is that they are generally too limited. In many
organisations there is too strong a concentration on a
proliferation of tools and techniques, and far too little on the
transformation of culture which is necessary to allow the true
potential of those tools and techniques -- and much else -- to
be realised."
"The TQMEX model explained in this book is an important
proposal: the author explains that this model is a sequence of
steps arranged logically to serve as a guideline for
implementation of a process in order to achieve the ultimate
goal. The range of activities of TQM is broad and well covered.
I am particularly pleased to see that 5-S is used as the first
step towards TQM, as it has been widely adopted amongst quality
organisations. In this book many interesting mini-cases,
exercises and self-assessment checklists are allotted to each
chapter, which help the readers understand the material and
apply the knowledge. It is essentially important that we employ
Plan-Do-Check-Act cycle in accumulating our problem-solving
abilities and knowledge. This is the source of our energy for
continuous improvement and significant breakthroughs."
(managment philodsophy and systems)
"After all, TQM is not just about serious topics like good
management philosophy and practices. On the more entertaining
side, Dr. Ho is clever enough to use the World Cup penalty
shoot-out case studies as interesting learning examples for
organisations. His forecasting has been most exact because time
and time again the same mistake recurs in the World Cup matches,
and most recently in the 1998 matches in France. His chapter on
ISO 9000 is also very concisely written, and yet covering all
the essential knowledge about ISO 9000 and quality auditing.
This is evident from Dr. Ho's recent experience in leading the
first two social welfare service units of the HKSAR Government
Social Welfare Dept. to achieve the ISO 9002 certificates
concurrently in six months' time. Overall, I would highly
recommended this resourceful and interesting book to all those
who want to improve their own managerial skills and make life
more enjoyable and meaningful."
Quality is the key to competitive advantage in today's business
environment. As more organisations opt for Total Quality
Management (TQM), the choices open to those wanting to set up a
quality system are becoming increasingly varied.
The value of this book is in the author's rich experience
outlined within the boundaries of the existing quality theory
which can easily convince the reader of its applicability in the
real world.
Cutting through the welter of theories surrounding this subject,
TQM: An Integrated Approach, pulls together all the best quality
practices to create a step-by-step TQMEX Model for companies
wanting to achieve TQM. Focusing on the interrelation between
the key elements of TQM, this book provides information to suit
everyone's needs, including:
Samuel K. M. HO, PhD(Mangt.), MBIM, MIEE, MCIBS, MCIM, MBCS, FIQA, FHKAAST, Lead Auditor (ISO9000), EQA Assessor
is the Professor of Strategic and Quality
Management of the International Management Centres, UK. Before
then, he was the Professor of Strategy and Quality at the Luton
Business School, the first professor in that discipline in the
UK and the first Chinese professor in management in that
country. In 1987, while he was a senior lecturer at the City
Polytechnic of Hong Kong, he was selected from 16 countries as
the Oshikawa Fellowship by the Asian Productivity Organisation
to do research in South East Asia and Japan. His teaching
career continued at Warwick where he gained further research
experience by doing ISO 9000 auditing and TQM consultancy. In
1993 he was invited by the Asian Development Bank as the first
Quality Expert for the Malaysian Government to develop a 5-year
National Quality Plan.
Sam is the Editor of the Managing Service Quality Journal and a
guest editor for four international journals on quality
management, with over 80 publications himself. He inaugurated
the International Conference on ISO 9000 & TQM (ICIT) in the UK
in 1996. The 7th ICIT, hosted at RMIT in Melbourne for the first time,
has attracted over 160 research papers and 200 eminent
delegates, with a 1200-page proceedings published as a textbook
"Change Management through ISO 9000 & TQM ". Sam is now Visiting Professor at the Hong Kong Chinese University, Baptist University Paisley University, RMIT and Vaxjo Business Schools. Recently, he provided consultancy to the Social Welfare Department to achieve the
first ISO 9000 certificate for social service in Hong Kong. He
was also the Director of the Hong Kong 5-S Campaign funded by the
Industrial Support Fund for training 2,500 managers/supervisors
as 5-S Lead Auditor in two years' time based on his proprietary
5-S Audit Worksheet covered in this book By now over 8,000 people have been trained.
This book is the first publication in the Western World on
the highly successful 5-S practice which has acquired wide-spread acceptance in Asia over the last two decades. A proprietary 5-S Audit Worksheet based on the ISO 9000 auditing principle has also been included.
Since launched in Nov. 1995, it has fast become the best-selling
TQM book for professionals and graduate business students in the U.K.
Contents
Forewords
W. E. DemingDr. Henry R. Neave
Director of Education and Research, and Founder of the British
Deming Association
Y. KondoProf. Yoshio Kondo
Professor Emeritus, Kyoto University, Japan,(1971 Deming Award
winner)
D. TseDr. Daniel Tse
President, Hong Kong Baptist University.
Introduction
Also including the first comprehensive analysis of the Author's proprietory 5-S Practice, this book is ideal for anyone wanting to
understand the intricacies of TQM.
Author
Samuel K. M. HO
Table of Contents
MINI-CASES
1.1: Some Examples of Corporate Vision and Mission Statements
1.2: Strategy for Total Quality
1.3: Quality Problems in the Service Industry
2.1: Zytec Implements Deming's 14 Points
3.1: On Commitment
3.2: Effective Communication of Quality
3.3: Quality Improvement Storyboard at Komatsu Company
4.1: My Experience in Throwing Things Away
4.2: Even 5 Minutes Can Make a Difference
4.3: Implementing 5-S at SIRIM
4:4: Implementing 5-S at the Wellex Corp. in the USA
4.5: Implementing 5-S in Hong Kong through 5-S Lead Auditor Training
5.1: Service Quality at Scandinavian Air System
5.2: The School of Quality
5.3: Rank Xerox's BPB
5.4: British Telecom Goes into TQMar
5.5: TQMar - Promotion: TV Advertising
5.6: Lucas Industries achieving success through TQMar
5.7: Total Quality in Purchasing
5.8: Boots The Chemists goes for BPR
5.9: BPR at Co-op Bank -- Improving Personal Customer Service
6.1: 7-Eleven Using Quality Control Tools as Competitive Advantage
6.2: Johnson Electronic Co. Ltd. of Hong Kong
6.3: A Medium-sized Plastic Injection Moulding Factory
6.4: Hydrapower Dynamics Ltd. of Birmingham
6.5: Employee Empowerment at Lyondell Petrochemical
7.1: Proposals to Prevent Collapse of High-rises
7.2: Benefits of ISO 9000 Implementation
7.3: MBI's ISO 9002 Employee Attitude Survey
7.4: Bowater Containers Southern Goes for ISO 9000
7.5: DTI Import Licensing Branch Goes for ISO 9000
7.6: Praxis Software Engineering Company Goes for ISO 9000
8.1: 1986 PM Excellence Award Winner: Toyota Auto Body Co.
8.2: 1984 PM Excellence Award Winner: Fujikoshi
9.1: A 1991 MBNQA Winner: Zytec Corporation
9.2: Girobank Wins the British Quality Award in 1991
9.3: Short Brothers Plc Wins the British Quality Award in 1992
9.4: Rover Group Wins the first UK Quality Award
9.5: TNT Express (UK) Ltd. Wins the first UK Quality Award
10.1: TQM Promotion by PHP Institute Inc., Tokyo
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