A seminar entitled "Service Quality" was organized by Hong Kong Society for Quality (HKSQ) on 4 Nov 2011. It was the first activity on HKSQ World Quality Month in November 2011.
I had took a group photo with speakers.
(Left: Mr. Gary Hui, Mr. Billy Man and I)
In the beginning, Mr. Gary Hui (Account Executive) briefed HKQAA background and service such as ISO 9001, ISO 14001, SQM, OHSAS 18001, ISO 10002, ISO 22000, TL 9000, ISO 20000, etc.
Several new services, included Service Gauge Mystery Shopper Assessment, Sales Gauge Mystery Shopper Assessment, and Service Quality Management (SQM) Certification Scheme, were introduced.
The guest speaker was Mr. Billy Man (General Manager, Market Research Business, HKQAA) and his first topic was "Establishing Service Culture".
Before the seminar, a interesting game called "Dim Sum (點心)" was performed for rehearsal.
He said Service and Selling needed to perform together and both related to Dollar ($). Moreover, he said that Change of Service Culture needed time (~3yrs). The Service Culture included four elements and they were:
A) Establishing Service Standard
B) Positive Communication
C) Breakdown the Barrier of Bureaucracy
D) Continuous Improvement
Then he wrote three character "M", "E" and "T". He said service quality needed Money, Effort and Time.
A) Mr. Man reminded that the standard should be written humanly. The whole service flow should be studied carefully.
B) Positive Communication should be established by, including top management support, service strategy, benefit and experience sharing, importance of internal customer, etc.
C) Art Of War By Sun Zi (孫子兵法) was employed for Alignment.
Then he tested the participants' alignment about direction.
D) Vision, Mission and Value should be set, as well as service badge / agreement. Setup service culture team and orientation were important.
Finally, Mr. Man said staff mindset change for service quality was very important.
After Q&A, Dr. Albert Tsang briefed ANQ Congress 2012 in Hong Kong.
I represented HKSQ to present a souvenir to Mr. Billy Man.
HKQAA “Service Gauge” Mystery Shopper Assessment - http://www.hkqaa.org/en_srservice.php?catid=3