vietnam national university, HANOI hanoi school of business Nguyen The Cuong DEVELOPMENT of QUALITY MANAGEMENT SYSTEM IN ACcORDANCE WITH ISO 9001:2000 FOR Ben THANH TOURIST – HANOI master of business administration thesis Hanoi - 2007 TIEU LUAN MOI download : skknchat@gmail.com vietnam national university, HANOI hanoi school of business Nguyen The Cuong Development of quality management system in accordance with iso 9001:2000 for Ben thanh tourist - Hanoi Major: Business Administration Code: 60 34 05 Master of business administration thesis SUPERVISOR: DR.TA NGOC CAU Hanoi - 2007 TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENT ACKNOWLEDGEMENTS i ABSTRACT ii ABSTRACT (Vietnamese) iv TABLE OF TERMS DEFINITION IX LIST OF ILLUSTRATIONS XIV LIST OF ABBREVIATIONS XV INTRODUCTION ……………………………… 1 1 The need for study …………………………. 1 2 The statement of the problem ……………. 1 3 Aim and Purpose of study …………………. 3 5 Scope of work …………………………….
4 7 ta sources and Processing …………………… 4 8 Experiment Method ………………………. 6 10 Limitations ………………………………… 6 11 Expected results …………………………… 7 12 Short summary ……………………………… 7 CHAPTER 1: THEORETICAL FOUNDATION …. What is ISO 9001:2000 ……………………. Why we need to develop ISO 9001:2000 … 8 1.
Aim of ISO9001:2000 standard …………… 10 1. The Standards ISO 9001:2000 analysis …. Quality management system requirements. Measurement, analysis and improvement ….
Quality management principles ……………. 26 CHAPTER 2: EXPERIMENTAL RESEARCH. Ben Thanh Tourist Hanoi Introduction 29 2. Data collection procedures ……………….
Interview procedure and protocol ………. Data analysis procedures …………………… 34 TIEU LUAN MOI download : skknchat@gmail. 35 CHAPTER 3:FINDINGS AND RECOMMENDATIONS ……. Measurment analyses and improvement ….
72 APPENDIX 1 : the company report of the year 2006 APPENDIX 2. financial report for the year 2006 APPENDIX 3. interview questions REFERENCES TIEU LUAN MOI download : skknchat@gmail. The need for study Ben Thanh Tourist was founded in 1990.
It provides all inbound and outbound tours to travelers. Ben Thanh Tourist starts recognizing the importance of investing in quality and providing high quality services due to several reasons. First of all, international tourists have been increasingly visiting Vietnam over past years; foreign tourists are rousingly interested in Vietnam leading to a larger number of inbound travelers. As Vietnam‘s economy is booming, thus standards of living are rising.
Consequently the need to reach higher quality standards of tours is becoming more demanding. Travelers are increasingly expecting the high standards of service The competition among tour companies in Hanoi is really strong. In addition, travelers have a big choice of where to book their travel. Some of them book via travel companies; others arrange all or part of their travel directly with service suppliers, i.
airlines, hotels, car-rental companies. The emergence of on-line booking tools, on-line booking possibility via airline web pages where lower service charges are offered, also pose a threat to tour companies. Unless Ben Thanh found solutions how to retain the biggest inbound market share and meet its needs, big part of business may be lost. Recently international travel agency have required Ben Thanh Tourist to apply a quality management system in accordance with ISO 9001: 2000 in order to ensure consistent high quality of service to their customer.
Therefore the manager board decided to apply ISO 9001:2000 for its tour operation business 2. The statement of the problem As a tour operator, Ben thanh tourist offer a number of service of tour packages, making reservation, booking and other tour arrangement for tourist. The company 1 TIEU LUAN MOI download : skknchat@gmail.hanoi report reveals that annually growth accounts for 10% in term of sale revenues. The benefits achieve a round 12%.
The number of tourists increases 15%. However some key staffs decided to move from the company with the reason of low salary. Consequently, it takes company some time and money to train new staffs. Furthermore, the customer made complaint with the quality.
The reasons for most of complaints are as follows: Staff make error because of ill preparations Every does the job in his/ her way hence use varying quality level Various company departments do not speak to each other.• Staff does not feel responsible for quality.• When an error is made it is difficult to determine the cause, and the same errors tend to repeat. In order to fulfill requirements or needs of customers and demonstrate the quality of its services to the outside world. The Ben thanh Tourist decided to apply to implement ISO 9001:2000. Problem in implementing a quality management is to: Get all employees to know to the standard.
Evaluate the current quality management system Set up documentation systems. Analysis nonconformities …etc There are some handbooks showing the way how to implement a quality management system. Unfortunately, all of them are intended to give advice to others businesses than Tour Company. Although ISO 9001:2000 is brought into Vietnam for almost 10 years and thousands of others industries and services enterprises claimed themselves to be compliant with ISO 9001:2000.
2 TIEU LUAN MOI download : skknchat@gmail.hanoi In the past, the Ben Thanh Tourist runs its own quality management. It seem be good so far. But now, customers are more demanding, they expect consistent services and fully satisfaction by implementing a quality management system. As the result of that, this study shall demonstrate its quality service based on ISO 9001:2000 requirements.
Aims and purpose of study The overall purpose of the study is to Evaluate Ben Thanh Tourist‘s quality management Identify the gap between Ben Thanh Tourist tour operations with the standards requirements Work out some recommendation to Ben thanh Tourist quality management. In other word, the purpose of the study is to evaluate how effective and efficient Quality management, looking into their current status, and compare its performance with the standard requirements in order to see how much of the quality process is assured and managed. Moreover the study then develop an action plan to implement a Quality Management System based on ISO 9001:2000 as a tool to boost its performances in order to improve the quality and efficiency of its travel services based on positive current system. The aim of the study also helps set up the steps of applying quality management system compliance with ISO into tour operation business.
Research questions Many studies show that there is a need for effective quality management system implementation in tour operation business, but relevant research directly related to this need is limited. The overall questions guiding this study ask: How compliant the quality management system at Ban Thanh Tourist is in the view of ISO 9001:2000. 3 TIEU LUAN MOI download : skknchat@gmail.hanoi The ISO 9000:2000 standard requirements serve as the theoretical lens that frames this study. This approach creates confidence in implementing quality management system in accordance with ISO 9001; 2000.
Research questions are relating to: a) Quality management system b) Management responsibility c) Resources management. d) Product realization e) Measurment analysis and improvement 5. Scope of work The study focused on only the tour operation of package tour so the results of this study might not be applied to other business. The study only focused on quality management system in Ben Thanh Tourist Branch Hanoi so the findings of the study may not be related to for other management such as finacial, human resources management, and straegy management.
Assumption There was a commitment of the management board to applying ISO 9001:2000. The quality policy is in the line with the company policy. Ben Thanh Tourist management prepare determine and provide enough resources for implement quality management system. Data Sources and Processing Following the data collection and processing is explained.
In this study, primary data was collected. Methods used to collect primary data are interview, review document and reports, and observation. An in-depth interview is characterized by its length, depth and structure. Therefore, it suited to the study which demands to seek a better insight into Ben thanh Tourist operations to identify gaps between the standard ISO 9000:2000 requirements with its performances.
4 TIEU LUAN MOI download : skknchat@gmail.hanoi The formulation of the interview question plays a vital role in the structure of the study and in ensuring a successful result. These interview questions are based on the recommendations or requirements of ISO 9001-2000. In other word, all the ISO‘s requirements are transformed into the form of question. PRAXIOM RESEARCH GROUP LIMITED has provided approach of interviewing referred as gap analysis: Each interview question has two possible answers: Yes, No.
A Yes answer means that the organization has already met one of ISO's requirements, a No answer points to a question. No answers reveal gaps that exist between the ISO 9001 2000 Standard and the organization's processes. Whenever the answer No to a question, there are at least one of the organization's processes fails to meet an ISO 9001 2000 requirement. A No answer tells the organization that a process needs further development.
It tells that a process needs to be modified, improved, or created. Therefore, whenever there is answer No to a question, that processes must be considered, and decided which ones need to be changed. The interview questions are found at the appendix 3. As the information to be provided had to be complex, it was important to Choose the right interviewees who would be experts in business.
It was decided to contact the manager of Ben Thanh Tourist Hanoi Branch due to the fact that he has been a senior managers of Ben Thanh Tourist Hanoi Branch since its established in 1990 and were contacted agreed to be interviewed and provided a wealth of information as well as brought to light different perspectives. Consequently, the senior manager‘s answers reflects the true current status of the Ben thanh Tourist 8. Experiment Methods Case Study approach is applied in this study. With reference to primary data, case study approach was chosen due to several reasons.
First of all, a descriptive case study is the best method of providing the rich and complex details of the issue. Yin (1994) defines a case study as ―an empirical inquiry that investigates a contemporary 5 TIEU LUAN MOI download : skknchat@gmail.hanoi phenomenon within its real-life context, especially when the boundaries between phenomenon and context are not clearly evident‖ (p. I chose case study research in order to gather information of a greater depth than would be possible using another methodology such as survey data. Because case study researcher relies on multiple sources of data, I conducted structured interviews asking a set of yes-no questions.
With Yes/ no questions one can only be answered with ―yes‖ no‖. This form of question is important for confirmation, in order to make sure that certain action has been correctly carried out All interviews were direct and deep. Numerous documents related to its performance were also reviewed for this study. Documents included, but were not limited to, policy manuals, records of operation, web site information, and memos.
Finally this allowed to documentation a chain of evidence throughout the study. Memo writing in the journal helped me to reflect on my thoughts and ideas as I went through the research process. Another benefit of maintaining a researcher‘s journal was to document any changes necessary in the study. Significance Designed to provide systematic inquiry into the quality management system compliant with ISO 9001:2000 in a tour company, this study contributes substantive information about how to build a quality management system in a tour company.
Results of this study could have implications for tour operators, travel agents…. In response to the growing numbers of tour operators today and the limited amount of research in the business , it is expected that this research will make a contribution to the knowledge base of current practices in supporting tour company to apply quality management. Limitations There are several limitations of this study that must be noted. It was conducted in a branch in Hanoi.