Quality Alchemist (品質煉金術師): The 2nd Chinese Quality Forum (華人品質論壇)

2014年3月15日星期六

The 2nd Chinese Quality Forum (華人品質論壇)

The second Chinese Quality Forum (CQF) (華人品質論壇) was held on 14 March 2014 at City University of Hong Kong (CityU). The Forum was co-organized by Hong Kong Society for Quality (HKSQ), China Association for Quality (CAQ), Chinese Society for Quality (CSQ), Singapore Quality Institute (SQI), The Standards & Quality Association of Thailand (SQAT) and Department of Systems Engineering and Engineering Management (SEEM), City University of Hong Kong.

In the beginning, Mr. Peter Fung (Vice-Chairman, HKSQ) gave a welcome remark to all guests and participants.

Prof. Hong Yan (Acting Dean of College of Science and Technology, CityU) gave a welcome speech and introduced the College of Science and Technology in CityU.

Dr. Being Chuah (Acting Head of SEEM, CityU) also gave an opening brief. He identified many Chinese quality problems because of the culture. Some of our culture characters are good such as hardworking, adaptability are Intelligent. But some are not such as tendency to take SHORT CUT.

Then he told a joke to quote Jacky Chan’s famous statement that Chinese people need to be controlled.”

Then we took a group photos.

The first speaker was Prof. Ching-Chow Yang (楊錦洲) (Chairman, CSQ; Professor, Chung Yuan Christian University) and his topic entitled “The evolution of quality concept and quality management” (品質理念和品質管理的演變). Prof. Yang reviewed the history of quality management (QM) and concept development. He said the meaning of quality is changing. And then he briefed the evolution of QM as follows:
1900~ Inspection Quality Control (IQC)
1930~ Process Quality Control (PQC) and Statistical Quality Control (SQC)
1950~ Total Quality Control (TQC) (Prof. Yang said TQC is the critical concept in Japan.)
1970~ Company-Wide Quality Control (CWQC)
1985~ Total Quality Management (TQM)
1987~ ISO 9001
2002~ ISO TS16949
1987~ Motorola Six Sigma
1995~ GE Six Sigma

The Prof. Yang briefed the quality concept changed from “Producers determined the customer’s requirements” to “Producers felt obligated to quality assurance for customer” to “Quality is to satisfy the customers’ requirement” to “Quality is in order to satisfy customers’ latent needs and expectation” to “Quality is the intention to delight customers” and finally to “Quality is always customers’ minded”. Excellent services are come from customer’s experience included attract quality and Innovative quality (e.g. Apple iPhone & shop).

Finally, Prof. Yang explained customer minded below.
- Provide and satisfy customers’ un-met latent needs
- Reduce the customer effort score (CES)
- Customers can quickly obtain the kindly and excellent services
- Solve customers’ problems one time
- Predict and solve customers’ future possible problems
- Well-utilize employee empowerment

The second speaker was Prof. Fugee Tsung (宗福季) (Hong Kong University of Science and Technology) and his presentation named “Quality Control in the Services Environment in Greater China” (在大中華服務環境的質量控制). Prof. Tsung introduced the Service Science, Engineering, Design and Innovation. He quoted an example that Citibank hired Motorola University to teach Six Sigma defect reduction and cycle time reduction (CTR) to its employees in 1997 and they found CTR to by extremely useful in financial areas.

Prof. Tsung briefed that IBM started to promote Service Science and Engineering. Now, the boundary between manufacturing and servicing is not clear. Then he mentioned different cases employed quality control (especially 6 sigma) in servicing industries included Healthcare, Hotel, Construction and Bank. Finally, he concluded more and more quality research on the application for service science and engineering in Greater China.

After the first session, Mr. Peter Fung (Vice Chairman, HKSQ) presented a souvenir to guest speakers.

During tea break, I have took a photo with different expert and showed as follows.
(Left: Dr. Mickey Li (Chairman, SZAQ), Prof. Yang (Chairman, CSQ), Mr. Li Wencheng (CAQ), I and Ms. Zhang Wen (Secretary - General, SZAQ))

(Right: Mr. Yang Dayue (Mega Trends Consulting Co.) and I)

(Left: Dr. Mikey Kung (VP, Member of Expert Committee, Crosby Management Consulting) and I)

Prof. Tan Cher Ming (陳始明) (Nanyang Technological University) was the third speaker and his topic was “Product reliability assurance – a manifestation of the core values of Chinese Culture” (產品可靠性保證‐ 中華文化中心價值觀的體現). Prof. Tan reviewed different companies vision included Disney, IBM and General Electric and found out “Happiness (幸福) is the goal.” He said there was no happiness if product without reliability and too expensive.

The he introduced the five elements in Chinese Culture. They are Benevolence (仁), Justice (義), Ceremony (禮), Wisdom (智) and Trust (信). The further explanation of each element on reliability as follows:
1) If not reliable product provide to customer, it is not Benevolence (不仁).
2) If non-compliance product is intended to sell to customer, it is not justice (不義).
3) However, reliable product is provided to customer, it means respect customer and to have ceremony (禮).
4) If people do not employ reliability engineering knowledge but only use their Intuition, it is not wisdom (不智).
5) Reliability is the fundamental to build Trust (信) with customer.

After that Prof. Tan introduced the modern concept on the relationship between reliability and cost. He suggested using larger total cost in the beginning of product life cycle so as to reduce the failure cost and total cost ultimately. Then he briefed different techniques and methodologies on reliability such as FMEA, FRACAS, Life Data Analysis, Accelerated Testing, etc.

Dr. KS Chin (錢桂生) (Former Chairman, HKSQ; SEEM, CityU) was the fourth speaker and he presented the topic named “Essential to Quality Improvement: An Organizational Innovation Management Model in China Environment” (品質改進的要素: 在中國環境中的組織創新管理模式). Firstly, Dr. Chin mentioned ASQ Innovation Think Tank slogan “Innovation is Quality for Tomorrow”.

Dr. Chin explained different types of manufacturers included Original Equipment Manufacturer (OEM), Original Design Manufacturer (ODM) and Original Brand Manufacturer (OBM) and their strategic with amount of value added. The OBM covered 70%, ODM covered 20% and OEM only covered 10% of amount of value added. Then he stated organizational innovation which was the development or adoption of an idea or behavior that was new to the organization. The Hierarchical model for management of organizational innovation was proposed into three key elements included Organization Infrastructure, Innovation Policy Management and Knowledge Management.

The model was verified through survey in Beijing & Bohai, Shanghai & YRD, and Hong Kong & PRD. The AHP based methodology was employed to develop specific factor weightings. Scoring mechanism was identified using evidential reasoning (ER) scoring method through 7 levels of achievement included unaware, aware, beginner, average, satisfactory, good and excellent. Then 5 status of Organization Innovation Management (OIM) identified as Unaware, Beginner, Average, Improver and Innovator. After that the OIM implementation roadmap was introduced.

After the second session, Ms. Minda Chiang (Hon. Secretary, HKSQ) presented a souvenir to guest speakers.

Before Lunch, we held a short meeting to discuss the direction of Chinese Quality Forum (CQF) and decided the next forum would be held in Beijing organized by CAQ.

Group photos of all guests during lunch

The fifth speaker was Mr. Li Wencheng (李文成) (China Association for Quality) and his presentation title was “The Practice and Promotion of China Corporation's Quality Management” (中國企業質量管理的實踐與推進). Mr. Li introduced the background and activities of China Association for Quality (CAQ) and this year was the 35th anniversary of CAQ.

Then Mr. Li briefed the quality management development roadmap since 1949. He mentioned China industry quality management implementation steps as study, copy, innovation, self-create quality management methodology. CAQ promoted different quality activities in China included China Quality Award, China Quality Technical Award, Quality Control Circle, China Field Management Star Rating Assessment, China Quality Forum, … etc.

Mr. Li also introduced China Institute for Quality Excellence which aimed to research the quality management with China Characteristic.

The sixth speaker was Mr. Yang Dayue (楊大躍) (Mega Trends Consulting Co. and Advisor of Huawei Technology Ltd. Co.) and his topic named “China Needs a Quality Revolution” (中國需要一場質量革命). Mr. Yang said the breakthrough of quality from Japan was in 1960s to 1970s and then from USA in 1980s to 1990s. Then Mr. Yang asked when the breakthrough of quality from China In 21st century?

Mr. Yang mentioned different quality crisis in China included traffic accident, food safety, Piracy and construction, etc. Reference to USA successful experience, Government, Industry Association, Manufacturers and Quality Experts needed to collaboration. However, it was lack of quality philosophy. So that many years ago, people raised “Learning from Western for application, learning from Chinese for system.” Then Mr. Yang raised American’s four factors included “Spirit Pillar”, “Driven Forces”, “Methodology” and “Participants from All Society”, BUT China only Methodology was confirmed but others were question. Finally, Mr. Yang proposed to establish National QSR and through China Quality Forum to link with all quality participants.

Mr. Too Meng Ken (Vice Chairman, SQI) was the seventh speaker and his presentation was “Chinese Culture embedding in Quality Management System helps to excel Singapore Companies” (融合中國文化在品質管理體係有助於優化新加坡公司). Mr. Too introduced the history of Singapore and how Confucianism affected the Chinese life in Singapore.

Mr. Too quoted Mr. Lee Kua Yew that our history was not started when we arrived in Singapore but started through China Culture in 5000 years ago. Then Mr. Too briefed the Confucianism below:
1) Filial piety(孝悌)
2) Seeking one’s roots (尋根)
3) Diligence, Patience, Frugality and Loyalty (勤奮、忍耐、節儉、忠誠)
At the end, Mr. Too briefed different success Chinese businessmen and their philosophies were near Confucianism.

Before tea break, Mr. Peter Fung (Vice Chairman, HKSQ) presented a souvenir to guest speakers.

The eighth speaker was Prof. Dennis Tien (田墨忠) (President of Taipei Society for Quality) and his presentation entitled "Proactive personality is the key for the transformation of Confucian business persons" (積極的人格品質是華商轉型儒商的關鍵).

Prof. Tien said the Personality Quality had three components which were Ethics Quality (道德素質), Intelligence Quality (智力素質) and Willpower Quality (意志素質). The Ethics Quality is the most important. One of Confucian business models was Mr. Lee Ka Shing in Hong Kong. Finally, Prof. Tien encouraged to perform personality management and used the word “Honest” (誠) for Confucian Business as conclusion.

The last speaker was Prof. Wen-Kui Chang (張文貴) (Chang Jung Christian University) and his topic named "Exploring the practice of quality management for information system via its failure cost" (從資訊系統之失效成本，談品質管理的落實). Prof. Chang briefed the Prevention Cost, Appraisal Cost and Failure Cost in IT system which distributions in Taiwan were about 4%, 10.5% and 85.5%, respectively.

Prof. Chang raised a failure in IT system about marriage registration on 14 Feb 2014. The pronunciation indicated that Love your forever. (In Chinese: 愛你一世愛一世(二零一四年二月十四日)) So Prof. Chang proposed IT Project system for two steps development model. For IT Project, he stated the most important was to confirm user requirements and monitoring the progress.

Before panel discussion, Mr. Peter Fung (Vice Chairman, HKSQ) presented a souvenir to guest speakers.

Panel Discussion; “Quality Management in Chinese Way” (華人品質管理之法)
(Right: Mr. Li Wencheng (李文成), Dr. C.O. Chan, Mr. Kenneth Leung (梁偉賢), Mr. Lin, Gon Fu (林公孚) and I)
Each expert shared their own view on Quality Management included Six Sigma and Lean, Service and Knowledge Platform. I lastly raised a topic on quality education which not only in university but also in secondary and primary school.

Dr. KS Chin agreed and also introduced the first quality related degree in CityU named “Total Quality Engineering”.

Many quality experts discussed together.

Dr. Mickey Li (Chairman, SZAQ) asked the question that many Japanese companies established world-wide and employed different culture people but still success. So how important the cultures affect quality?

Prof. Tan said the different culture caused human variation and it was reliability problem (e.g. Toyota Anti-lock brake problem). And Prof. Yang added that we needed to enhance the good culture and depress the bad culture of Chinese in order to establish enterprise culture.

Before end of the forum, Dr. Chih-Han Wang (王治翰) (ANQ Honorary Board Directors) gave a closing speech. He said he together with Dr. Kano to form Asia Network for Quality (ANQ) in 2002 and had an original idea to form Chinese Quality Forum (CQF) in 2012. He pointed out three key elements that Quality Education, National TQM and Chinese Culture. We needed to create the new Chinese Culture based on Quality. He concluded that the path toward Chinese Great Rejuvenation is through Quality way. (中華民族偉大復興之路就是品質之路)

At the end, Mr. SW Lam (Treasurer, HKSQ) gave closing remark and thanks for all organizers and participants to let the forum performed successfully. We were looking forward to see all of you in Beijing next year.