Khóa luận - The application of total quality management: A case study of railway construction corporation JSC

TABLE OF CONTENTS
TABLE OF CONTENTS...........................................................................................i ACKNOWLEDGEMENT .......................................................................................iv ABSTRACT ............................................................................................................v LIST OF FIGURES AND TABLE .........................................................................vi LIST OF ABREVIATION ................................................................................... viii CHAPTER 1: INTRODUCTION............................................................................1
1.1 Research purpose .............................................................................................1
1.2 Research objectives and scope .........................................................................2
1.3 Research questions ...........................................................................................2
1.4 Research methodology .....................................................................................4
1.5 Research structure............................................................................................4
CHAPTER 2: LITERATURE REVIEW OF TOTAL QUALITY MANAGEMENT.......................................................................................................6
2.1 Overview about quality management system...................................................6
2.2.1 Definition of total quality management .....................................................6
2.2.2 Total quality management evolution .........................................................7
2.2.3 EFQM Excellence Model ........................................................................11
2.2 Quality management system in construction ................................................13
2.2.1 Quality defined in construction ...............................................................13
2.2.2 ISO 9001:2008 standards.........................................................................13
2.2.3 The effectiveness of implementing a quality management system .........19
2.2.4 Obstacles to implement quality management systems ............................20
2.3 Critical success factors of TQM implementation in construction firms ......22
2.3.1 Leadership................................................................................................22
2.3.2 Resource management .............................................................................23
2.3.3 Strategies and plan ...................................................................................24
2.3.4 Process management................................................................................24

2.3.5 Customer satisfaction...............................................................................25
2.3.6 Training and education ............................................................................26
2.3.7 Continuous improvement.........................................................................26
2.3.8 Communication........................................................................................27
CHAPTER 3: RESEARCH METHOD ................................................................28
3.1 About Vietnam Railway Construction Corporation JSC..............................28
3.1.1 Backgrounds of the company ..................................................................28
3.1.2 The existing application of total quality management in Railway
Construction Corporation JSC..........................................................................32
3.2 Research sources ............................................................................................34
3.2.1 Primary data .............................................................................................34
3.2.2 Secondary data .........................................................................................35
3.2.3 Research sources......................................................................................36
3.3 Sample selection .............................................................................................36
3.3.1 Population ................................................................................................36
3.3.2 Sample selection ......................................................................................37
3.4 Data collection procedures.............................................................................38
3.4.1 Pilot study ................................................................................................38
3.4.2 Developing the interviews questions .......................................................39
3.4.3 Developing questionnaires.......................................................................40
CHAPTER 4: RESEARCH RESULTS ................................................................46
4.1 Business results before applying total quality management ........................46
4.1.1 Total quality management system of the company prior to ISO 9001
standards implementation. ................................................................................46
4.1.2 Business results before applying total quality management system .......50
4.2 Analysis of benefits and costs of Railway Construction Corporation JSC
before applying total quality management ....................................................51
4.3 The status of TQM Implementation in Railway Construction Corporation
JSC .................................................................................................................52
4.3.1 The extent of implementation of Quality management systems .............52

4.3.2 The implementation of EFQM Excellence Model’s Enables and Results
Criteria ..............................................................................................................56
4.4 Analysis of TQM Implementation in Railway Construction Corporation
JSC ..................................................................................................................69
4.4.1 Relationship of TQM practices and business results...............................69
4.4.2 The effects of TQM practices on business results ...................................71
4.4.3 Barriers faced by the Vietnam Railway Construction Corporation JSC in
the implementation of quality improvement initiatives. ..................................73
CHAPTER 5: CONCLUSION AND RECOMMENDATION ...........................78
5.1 Conclusion ......................................................................................................78
5.2 Recommendation ............................................................................................79
REFERENCES ........................................................................................................83 APPENDIX A: QUESTIONNAIRES....................................................................86 APPENDIX B: QUESTIONS FOR INTERVIEW SECTION ...........................95 APPENDIX C: 20 ELEMENTS OF ISO 9001 .....................................................96