| Author : | Eldon Li; Xiande Zhao; T. S. Lee |
|---|---|
| Category : | Journal Article |
| Department : | Supply Chain and Information Management |
| Year / Month : | 2001 |
| ISSN: | 0265-671X |
| Source : | International Journal of Quality and REliability Management, Vol.18, No.6, pp.570-583. |
Abstract
- Recaps changes in Hong Kong's banking sector since the 1997 Asian finance crisis. Investigates the current status of the remaining banks' quality initiatives and compares them with those of UK financial institutions (banks, insurance companies, and building societies) reported on in 1994 after the UK 1987 stock market crash (Wilkinson et al., 1995, 1996). Elicits Hong Kong data by a questionnaire based on the UK study. Obtains 59 useable returns (38% response). Presents descriptive statistics. Charts and discusses comparisons with the UK regarding: (1) uptake of service quality, customer care, BPR, corporate culture change, ISO 9000/BS 57500, and 'other' programmes; (2) reasons for initiating these; (3) who has the programme responsibility; (4) main aims of the quality initiatives; (5) quality definitions; (6) techniques and methods used, e.g. team building; (7) evaluation of success; (8) areas for improvement; and (9) difficulties experienced in implementation, e.g. departmental barriers, resistance to change. Advises the banks on areas to focus on for sustaining quality progress.
Keywords
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