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Managing quality at an engineering maintenance centre: from QCC to ISO 9001 and beyond

1997; Emerald Publishing Limited; Volume: 14; Issue: 2 Linguagem: Inglês

10.1108/02656719710165392

1758-6682

Y.S. Lee, Kokin Lam,

Quality and Management Systems

Describes the quality journey that began as quality control circles, moved to implement an international quality management system, and now continues its TQM programme called “Quest for excellence”. Kowloon‐Canton Railway Corporation is the first railway company in Asia to have a part of its operations ISO 9001 certified. Examines some of the important lessons learned when several hundred non‐English‐speaking employees were required to be involved in the process of preparing for certification.