Self-assessment of quality management systems for a Thai Telecommunication Company

Abstract

As quality plays an important role within this changing and highly competitive environment, steps for continuous improvement of quality are urgently needed. It is known that a company’s life depends on its quality management system. But such system is difficult to be measured This study is an effort to develop models for assessing the level of success of quality management system in a Thai telecommunication company. Two assessment models exist with references to two international quality standards: ISO 9000 and the Baldrige Award. The assessment model of ISO 9000 classifies a company’s quality management system into 8 quality criteria and 26 subcriteria Conversely, the assessment model of the Baldrige Award categorises it into 7 quality criteria and 27 subcriteria.

A survey was conducted through two sets of questionnaire, both of which were developed

based on two models above. The first set of questionnaire was to collect the importance (weight) of

all quality criteria and subcriteria relative to the success of quality management system in Thai

telecommunication industry and the corresponding criteria, respectively. It was answered by the

experts, pie second one was to collect the scores in all the quality subcriteria which were self-assessed by the selected Thai telecommunication company. Such weights and scores were synthesised together to yield an achievement level of successful quality management system for the selected Company. The method for this calculation was proposed.

The company’s strengths and weaknesses in all the quality subcriteria or criteria have also

been included. Certainly, this provides useful information for managers to take corrective actions.