Quality Alchemist (品質煉金術師): ANQ 2009 Technical Seminar II & Closing Ceremony

On ANQ 2009 Day Two (17 Sep 2009), my wife and I joined the technical section “TQM/Management System” in the morning.

We left hotel and took a photo in front of art centre and also the interesting picture in the station. When we reached the Waseda University, we took some photos in a university bus.

The speaker was Ms. Fan Qing represented China Association for Quality (CAQ) who gave presentation on behalf of Mr. Qi Weiming. Her topic was “Quality Management in China – Review of 30 Years’ Development of China Association for Quality”. Ms. Qing introduced the development of China Association for Quality (CAQ) which was established since 1979 and overviewed the quality movement in China.

Then we joined the other section entitled “QM in Service”. The speaker was Mr. Johnson Ong Chee Bin from National University of Singapore (SQI) and his presentation title was “The Great Service DNA in Singapore”.

He adopted 5-S Model of Customer Experience. Above the level of “Satisfy” was “Delighters” including Surprise and Suspense; and below “Satisfy” was “Dissatisfies” including Sacrifice and Shock. Lastly, he concluded that the Great Service DNA produces the moments of MAGIC. MAGIC is stand for Making A Great Impact on Customer.

Mr. Ho Huu Lan, the speaker from Waseda Mailinh Group (Vietnam), presented his paper called “Mailinh Taxi Service with TQM & KAIZEN”. Mr. Lan presented the strategic quality of Maillinh in 3 phase.
Phase 1: Apply ISO 9001 in the parent company.
Phase 2: Consider TQM, Kaizen as a process tool to enhance the effectiveness of the ISO 9001.
Phase 3: Apply other systems (e.g. ISO 14001, SA 8000, OHSAS 18001, etc.) and support management under ISO 9001.

After that I was invited to be one of section chairmen for “TQM Practice”.
I took a photo with Prof. Toshiaki Nishi (OKAYAMA SHOKA University – Faculty of Economics) before the section started.

The 1st speaker was Mr. A.M.M. Khairul Bashar (BSTQM) and his topic was “Performance Improvement of a Power Transmission Grid Sub-Station through Embracing Quality Management Tools”. Mr. Bashar shared experience on the change in the sub-stations management system with the practice of TQM tools.

Ms. Supreeya Sukpanthavorn (SQAT) was the 2nd speaker and her topic was “The Reduction of Non-Value Added Activities in Paper Converting Process”. She presented the application of P-M analysis and TPM concept in the Thai Paper Company Limited. The company employed Total Productivity Management (TPM) since 2001 and focused on continuous improvement to maintain product quality.

P-M Analysis defined in follows:
P:
Phenomenon – Deviations from normal to abnormal state
Physical – Physical analysis to understand the physical principles behind an abnormal event
M:
Mechanism – Understand the mechanism of abnormal phenomena and equipment
4M – Machine, Man, Material & Method
A:
Analyze causes and effects

The 3rd speaker was Mr. Avik Mitra (Director General, National Academy for Customs, Excise & Narcotics, Govt. of India; ISQ) and he presented the topic “Quality in Public Services Framework Standard for “Assessment-Improvement” for Public Services”. He introduced the framework standard for “Assessment – Improvement” which was a Service Delivery Excellence Model to achieve excellence in public service delivery. The model included 3 modules and they were “Citizens’ Charters & Service Standards”, Public Grievances Redress Mechanism” and “Service Delivery Capacity”.

The last speaker of the section was Mr. Subodh Pandey (ISQ) and his presentation entitled “Replenishment Model for Selling Branded Re-bars in India”. The speaker shared the QFD process to identify the key needs of consumer and to ensure availability of all Stock Keeping Units at all the 1700 retail outlets spread across the country at all points of time.

After the break, we joined the “HM/Education” section. The first speaker was Mr. Taro Oya (JSQC) and his topic was “A Study on the Relationship between Improvements by Learning Typed PDCA and CAPD Cycles and Differences between Self-evaluations and Others’ Evaluations”. Mr. Ova examined the trends in the differences existing between self-evaluations (e.g. students) and others’ evaluations (e.g. by Ms. Kobayashi) in terms of Ability, Goal and Result. The case was based on student learning by using either PDCA or CAPD cycles.

Dr. KS Chin (CityU of Hong Kong, HKSQ) was the second speaker and his presentation title was “Development of a Brand New Degree Programme of Total Quality Engineering”. Dr. Chin is one of pioneers to initiate a new degree programme which might be the first fulltime undergraduate quality engineering related degree programme in Hong Kong. The programme addresses the issue of quality control and product assurance in the international trade, and also focuses on safety, health, and environmental consequences of products.

Then we attend Mr. Dinesh P. Chapagain (NQPCN) and he presented the topic of “Re-engineering Industrial Quality Control Circles in Class for Students’ Personality Development”. Mr. Chapagain performed an expert survey on Students’ Quality Circles which were adopted version of industrial Quality Control Circles (QCC) applied in class rooms.

Another topic I attended in the section “QM in Service”. The speaker was Ms. Hsiu-Chen Chang (Yu Da University, CSQ) and her topic was “Developing an Information Asymmetry Management System for the Banking Industry”. She studied the information asymmetry phenomenon of lending behavior in the deposit and loan market of the banking industry. She indicated 3 clusters in bank deposit and loan markets and they were “Senior Large-Scale”, “Low Interest Rate Loan Small-Scale” and “High Deposit and Loan Interest Rate”.

Closing Ceremony and Keynote Speaker section:

Mr. Gregory H. Watson (President, International Academy for Quality – IAQ) was the first keynote speaker and his presentation title was “Shared Prosperity: The Value of Quality”.

He mentioned “value”, “ethics” and “governance”, and some points were extracted as follows:
· Quality is excellence. (Aristotle said: “Excellence is a habit!”)
· Doing quality is not enough. Being quality is required.
· The idea of “quality for prosperity” is a macro-economic application of quality “thinking and doing” so that it can become a “cultural way of being” that applies to society as a whole.
· IIyin was right: mankind’s salvation is through quality!

The last keynote speaker was Dr. Noriaki Kano (Honorary Chairperson, ANQ; Professor Emeritus) and his topic entitled “The Role of TQM in Economic Crisis – Category A Strategy vs Category J Strategy”.

Dr. Kano explained Category A (America) was “Decision Making → effective” such as Purchasing, Mergers and Acquisitions, Closing Plant, etc.; and Category J (Japan) was “Decision Making + Company-wide Efforts → effective” such as Quality Improvement, World Class Company, etc.

Then he introduced the house of TQM and Boat Model. Finally, he concluded crisis can be overcome by using Category A + J Strategy. He also stated “Crisis and leadership make people sweat for Quality”.