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UBC Theses and Dissertations
Development and implementation of the Quality Evaluation Metric application to promote continuous process improvement at Phillips, Hager and North Leung, Derek
Abstract
This thesis describes the development and implementation of the Quality Evaluation Metric application (QEM) in the Client Services (CS) Department at Phillips, Hager and North Investment Management, Ltd. The objective of this project is to assist the CS department in improving client satisfaction by reducing the number of errors committed during processing mutual fund transactions. Initially, the only sources of data available regarding how and why errors occur were in paper format, inconsistent and qualitative in nature. The QEM application was developed and implemented to collect data on errors electronically through a web interface. Eleven months of historical data was entered into the QEM application and the results from the data analysis provided valuable insights into the performance of the business processes in the department. Additionally, with the results obtained from the data analysis, periodic quality reports were developed and implemented within the company to promote continuous quality improvement and to evaluate the success of any quality initiative undertaken by the department in the future. The QEM application serves as a channel to periodically monitor the quality of service, to provide valuable insights into the performance of the business processes and to evaluate future quality improvements. All three results are essential in promoting and sustaining continuous improvements.
Item Metadata
Title |
Development and implementation of the Quality Evaluation Metric application to promote continuous process improvement at Phillips, Hager and North
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Creator | |
Publisher |
University of British Columbia
|
Date Issued |
2000
|
Description |
This thesis describes the development and implementation of the Quality
Evaluation Metric application (QEM) in the Client Services (CS) Department at Phillips,
Hager and North Investment Management, Ltd. The objective of this project is to assist
the CS department in improving client satisfaction by reducing the number of errors
committed during processing mutual fund transactions.
Initially, the only sources of data available regarding how and why errors occur
were in paper format, inconsistent and qualitative in nature. The QEM application was
developed and implemented to collect data on errors electronically through a web
interface. Eleven months of historical data was entered into the QEM application and the
results from the data analysis provided valuable insights into the performance of the
business processes in the department. Additionally, with the results obtained from the
data analysis, periodic quality reports were developed and implemented within the
company to promote continuous quality improvement and to evaluate the success of any
quality initiative undertaken by the department in the future.
The QEM application serves as a channel to periodically monitor the quality of
service, to provide valuable insights into the performance of the business processes and to
evaluate future quality improvements. All three results are essential in promoting and
sustaining continuous improvements.
|
Extent |
4646979 bytes
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Genre | |
Type | |
File Format |
application/pdf
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Language |
eng
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Date Available |
2009-07-27
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Provider |
Vancouver : University of British Columbia Library
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Rights |
For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use.
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DOI |
10.14288/1.0099600
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URI | |
Degree | |
Program | |
Affiliation | |
Degree Grantor |
University of British Columbia
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Graduation Date |
2001-05
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Campus | |
Scholarly Level |
Graduate
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Aggregated Source Repository |
DSpace
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Item Media
Item Citations and Data
Rights
For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use.