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A case study on assessing The Integrated Solution Limited using the criteria of HKMA quality award program.

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A CASE STUDY ON ASSESSING THE INTEGRATED SOLUTIONS LIMITED USING THE CRITERIA OF HKMA QUALITY AWARD PROGRAM Graduate Diploma in Information and Quality Management The Asia-Pacific Institute of Business The Chinese University of Hong Kong Module: Quality Management Lectured by: Prof. Xiande Zhao Prepared by: Amanda, Poon Yin Ching Ashley, Lau Ka Wai Avatar, Lin Feng Fenton, Wan Chi Ping Thomas, Cheung Lit Kar 25-MAY-2002 Q.1: The Integrated Solution Limited (ISL) is a specialist in providing professional quality I.T. solutions to small and medium-sized enterprises (SMEs) in HK and southern China. There are several factors leading to the success of ISL today. The remarkable achievement of ISL started with its founder and Managing Director, Dr. Ricky LEUNG. Dr. LEUNG personally had in-depth understanding of the needs of manufactures in HK. He recognised that most of imported packages did not provide enough management information to them and no foreign vendors provided MRP system in HK. That is the gap where ISL successfully comes in. With the strong commitment from Dr. LEUNG, ISL has laid down a company's motto "ISL is to build quality people, products and relationships" and a mission statement "ISL is to provide quality products and services towards better data integration and information management for manufacturers" that strive to provide excellent products and services to its customers. In this connection, ISL has been very active in improving its products and services through continuous research, service quality improvements, and the changing needs and requirements of customers. Q2: "The remarkable achievement of ISL shows once again that producing world-class quality is ultimately a matter of the heart - more than the mind ... It is companies with such emotional pride in their products and with such heroic hopes for their customers that set the quality standards in every industry around the world" said by Larry Farrel of the Farrel Company. Quality management has played a significant role in ISL's success. ...read more.


* Furthermore, a quality committee chaired by Dr. LEUNG has been established to co-ordinate company-wide efforts on quality improvement. The terms of reference for the committee are specified, which includes setting up company's quality standards, developing long- to short-term quality plans, monitoring quality implementation progresses, tackling customer issues, and so froth. * ISL in 1994 established a 3 levels' supportive organization structure including front line staff, managers and top management. This organizational structure provides a supportive skeleton from one level to another so as to facilitate the performance of subordinates. ISL also formed the R&D Department focusing on product direction and acting as the catalyst for quality improvement. ? Although Dr. LEUNG from time-to-time participates in public activities, ISL itself and other senior staff have not paid much attention to address their public responsibilities and citizenship. 2) Strategy Planning : * To improve product/services quality, ISL has introduced an annual Extensive Strategic Planning Process. At the beginning of each year, the Quality Committee meets externally to examine customer satisfaction and review/access impacts from environmental factors, and internally to motive and satisfy ISL staff and minimize waste and unproductive work. ISL also has set up 5 quality and performance goals, including Product Leadership, Quality Leadership, Consultancy, Implementation and Technical Support. ? Human resources plan has not considered. Key performance indicators are also not considered for tracking the progress of action plan, not to say projecting organization's future performance. 3) Customer and Market Focus : * ISL has adopted a number of marketing tools such as Product Life Cycle, Product Space Map and Gap analysis to determine market opportunities, segmentation, trends and the market position of its product. To collect information from customers, departments of TS and Sales & Marketing have constantly contact and visits their customers with the aim to explore possible areas for improving its products and services. ? Mechanism has not formulated to handle customers' complaints promptly and effectively. ...read more.


2) Services : On top of its current services, ISL should provide free software to academic institutions for education and promotion purposes. ISL may also provide free-trial software with limited effective date and authority to potential customers and existing customers for evaluation and promotion purposes. Besides that, ISL may regularly organize free training courses to their potential users or customers. Q. 6: As more and more aggressive competitors (e.g. SAP, MPIX, Minx & Symix) have launched their businesses in Hong Kong and China, ISL should consider the following actions to further improve their quality or services to its customers. Firstly, it should pursue China market by more empowerment and participating in joint venture or co-operation programmes with China firms. It helps ISL increase/improve its cash flow, distribution channel and technology. Secondly, it should further improve their software systems in order to maintain their market position. It is noteworthy that some features / functions of ISL's software systems are far from satisfactory as compared with similar products offered by their competitors. The limited power of Envision is a good illustration of this. Thirdly, by means of joint venture, ISL should exchange their technical skill with foreign companies. It also allows ISL to exchange its stock shares with various companies for improving cash flow within the company. Fourthly, in addition to its cooperation programmes with the City University of Hong Kong and the Hong Kong Productivity Council, ISL shall extend it to various Universities in China. As these institutions have first-hand and in-depth understanding of the needs in China, such cooperation programmes not only help ISL develop its products but also can be their executive arms to disturb new software systems to China. Finally, ISL should set up a website to introduce their company background and new products to all visitors (potential customers) and existing customers. It can also build up FAQ (Frequently asked Questions) to help existing customers to solve common problems. Moreover, as a means of advertising, it can let more people to recognize ISL throughout the world. ...read more.

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