Improving operations performance through TQM in the post- financial crisis era: An exploratory case study of a multinational IM firm in the Greater China region

摘要

Global Investment Management (GIM), is an investment management firm with offices in Taiwan, Hon Kong, China, Singapore, South Korea, and Australia in its Asia Pacific Region, is a subsidy of New York based bank with more than 100.000 employees and businesses such as commercial banking and investment banking. The IM is considered as saturated with a fragmented market and fierce competition even before the financial crisis in 2008. The company implemented TQM in its operations after the financial crisis and mad outstanding improvements in its areas of operation. This paper describes the uses this case study to examine the TQM approaches that can be applied to IM sector. The study was carried out during the implementation period of TQM from 2008-2012 with follow-ups in 2013. In phase I, the longitudinal research methodology was used with exploratory analysis of IM firm's documents and interviews with the senior executives to find the motives behind implementation. The grounded theory approach was used in phase II study to analyze the interviews and the data collected in addition to on-site observations. The aim of the two phases of the study were to understand the strategies behind the implementation of TQM at GIM in the Greater China Region, to form hypotheses based on the results on effective quality management model, build a framework of managing TQM in the IM industry, and to develop a diagnostic checklist of TQM implementation in IM industry. (26 refs.)