Browsing by Author "Tan, Sin Week"

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    Decision support system : development and application using off-the-shelf application packages and microcomputer in a manufacturing company : a thesis presented in fulfilment of the requirements for the degree of Master of Philosophy in Production and Quality at Massey University
    (Massey University, 1986) Tan, Sin Week
    The aim of this research was to apply the decision support systems and quality costs concepts to build a Quality Costs Management Information System/Decision Support System (QC MIS/DSS) using off-the-shelf application packages and a microcomputer for the system development. To achieve these aims, a survey was conducted to find out the extent of computer applications in industries in the Manawatu region. Application packages were evaluated to select two suitable packages for the development of a QC MIS/DSS project in Company A. A survey on the application of computers in the Manawatu region showed that about 47.4% of respondents were using microcomputers. The majority of the respondents used computer programs for finance, invoicing and stock control. Decision support was not yet a major usage. The Prototype of QC MIS/DSS has the features of easy to use, simple to understand, user controlled, adaptive and easy to communicate with. The mangers/ users were satisfied with the prototype demonstrated. Interest in the possibility of expanding the system to other existing products and for detailed information on quality costs were raised. Two main factors which contributed to the success of the project were - the prototyping approach used for system development. - the management support during the system development process. - the software used. There were some significant changes after the concept of QC MIS/DSS was introduced to Company A which included improvement on data collection and records for rework, rejects, scraps on the assembly line, increasing the awareness of the quality costs and their significance, as well as the process efficiency, As a result, work study and time study were carried out on the assembly line. The project has met the predetermined objectives and the users' requirements. It has also proved that it is feasible to apply the decision sypport system theories and prototyping system development methodology by using the costs and time saving tools- Application packages for their model building. To further improve and enhance the effectiveness of the system, it would be very useful to develop the DSS to a semi-expert system which would provide users with warning and some guidelines on what actions to be taken. This could be used as a consultancy device which would further improve the efficiency of the managers and decision makers in decision making.
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    The measurement of service quality in New Zealand heritage attractions : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Quality Management at Massey University, Department of Production Technology
    (Massey University, 1998) Tan, Sin Week
    Museums and historic places are part of our national heritage, they have been consistently rated as the most popular destinations for overseas tourists to New Zealand. To attract tourists, the industry needs to understand what the tourists' needs are, what attracts them and how satisfied they are with their experience. An initial investigation into the quality management practice in the New Zealand tourist industry was carried out using a mail survey in April, 1995. It aimed at providing a better understanding of the current status of quality management practice and identify the needs of quality management of the New Zealand tourist industry. The findings of the survey identified a lack of awareness of Total Quality Management and quality management in the New Zealand tourist industry. This indicates that there could be potential for the tourist industry operators to improve their performance and competitiveness through the introduction of TQM and there is a need for a quantitative tool for measuring service quality in the tourist industry. A modified SERVQUAL tool was developed to assist heritage attraction operators to measure their service quality. The tool was tested, using visitor surveys at three heritage attractions. This research shifted the focus of performance assessment from the institution to the customer and measured the customer satisfaction instead of just the number of visitors. In the New Zealand heritage attractions, four service quality dimensions were identified: tangible, peripheral service, staff related functions and access. The importance of service quality dimensions is different from other service sectors and service quality dimensions are not generic across the service industries. The different statistical analysis techniques used in this research include factor analysis, correlation analysis, ANOVA and correspondence analysis. Valuable information was obtained from these analyses which could be used by management in assessing their performance from the customer's perspective, developing strategic plans to improve service delivery and to improve their business competitiveness.