Performance of engineering consultants in ISO 9000‐based quality management systems implementation
Performance of engineering consultants in ISO 9000‐based quality management systems implementation
复制标题
工程顾问在基于 ISO 9000 的质量管理实施体系中的表现
DOI：
10.1108/09699980510634119
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发表时间：
2005
期刊：
影响因子：
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通讯作者：
S. T. Ng
中科院分区：
文献类型：
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作者：
S. T. Ng
目的-由于许多建筑客户现在要求他们的顾问寻求ISO 9000：2000认证，证明客户满意度和最新标准要求的持续改进将成为顾问实践的一个重要方面。然而，顾问很少尝试揭示他们的客户的期望，这可能会阻碍其质量管理体系（QMS）实施时的改进，从而影响客户的满意度。本文件旨在探讨客户对香港工程顾问公司整体质素表现的满意程度。设计/方法/方式-协助工程顾问公司实现客户的期望，建筑客户希望通过实施基于ISO 9000的质量管理体系获得的预期收益，以及客户已经获得的感知实际收益，调查。结果-结果表明，实际效益是...
Purpose – As many construction clients now require their consultants to seek accreditation under ISO 9000:2000, demonstrating customer satisfaction and continual improvement as required by the latest standards will become an important aspect for consultant practices. However, consultants seldom attempt to uncover the expectations of their clients, and this may hinder the improvement when their quality management systems (QMSs) are implemented and hence affect the satisfaction of their clients. The purpose of this paper is to examine the satisfaction of clients to the overall quality performance of engineering consultants in Hong Kong.Design/methodology/approach – To assist engineering consultants to realise the clients' expectation, the expected benefits that construction clients would like to attain through the implementation of ISO 9000‐based QMSs and the perceived actual benefits the clients had received are identified through a postal survey.Findings – The results indicate that the actual benefits wer...