Title: Role of the management representative in quality management projects

Authors: Victor H.Y. Lo, Domenic Sculli

Addresses: Department of Industrial and Manufacturing Systems Engineering, University of Hong Kong, Pokfulam Road, Hong Kong. ' Department of Industrial and Manufacturing Systems Engineering, University of Hong Kong, Pokfulam Road, Hong Kong

Abstract: This study examines the role played by, and skills required of, the management representative in ISO 9000 projects. Systematic interviews were conducted with 15 companies in Hong Kong which had ISO 9000 certification. The interviews were based on a three-dimensional framework of time, project-related tasks, and human resistance/drive. The findings suggest that the management representative needs to be well versed in human psychology and with the associated skills of leadership and conflict-resolution. The appointment of the management representative should not only be seen in terms of documenting the necessary procedures and other activities related to the physical system, but also in terms of a need to ensure that the necessary work is done with a long-term view that leads the company towards future total quality goals.

Keywords: quality management; TQM; ISO 9000; ISO 14000; skills; project control; management representatives; Hong Kong; quality standards; human psychology; leadership; conflict resolution.

DOI: 10.1504/IJCEELL.1998.030127

International Journal of Continuing Engineering Education and Life-Long Learning, 1998 Vol.8 No.1/2, pp.76 - 85

Published online: 11 Dec 2009 *

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