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Problems Faced in Achieving ISO 9002 Certification for Plants in the PCB Industry in China

Summary: This article examines how a 14-step implementation strategy to achieve ISO 9002 certification was applied to Termbray Industries' two subsidiary factories in mainland China. The problems faced in developing and implementing the quality management system are discussed. These experiences indicate that a modified strategy is useful in addressing the problems related to human resources, understanding of ISO 9002 requirements, knowledge in preparing the written procedures, staff turnover, and time pressure for achieving certification. Complete change of the 14-step strategy is not recommended. Instead, flexibility in modifying it to suit the organization structure; management style; and the economic, educational, and cultural aspects of Chinese factory workers is suggested.This research also revealed that management act very early in the certification process to critically examine and find solutions for the characteristic problems of low education levels, high turnover, lack of initiative in improving work practices, lack of interdepartmental communication, and passive attitude of Chinese employees. The solutions are in the form of intensive training and education; recognition and reward systems; and quality of work life consisting of safety and health, promoting full participation, problem solving and communication, quality awareness, and the purpose and benefits of the ISO 9002 quality assurance system.

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  • Topics: Global Quality
  • Keywords: International case study,China,Implementation,Culture
  • Author: Tang, C.L.; Tummala, V.M. Rao
  • Journal: Quality Management Journal