Quality Alchemist (品質煉金術師): HKSQ AGM 2015 and Zero Defect Strategy Seminar

A seminar named “Zero Defect Strategy – To establish Right the First Time Operation System” was organized by Hong Kong Society for Quality (HKSQ) after the 26th HKSQ Annual General Meeting (AGM) on 17 July 2015. I would like to share both HKSQ AGM 2015 and Seminar below.

Mr. Peter Fung (Chairman, HKSQ) held the meeting and briefed the Chairman report to all members. Until now, HKSQ has 402 individual members, 3 student members and 13 corporate members (by invitation only). Then Peter briefed HKSQ activities in 2014/2015 including study mission to SZAQ, technical visit, international networking and student project competition.

After that our Hon. Treasurer Mr. CP Chow presented HKSQ financial status in the official report on 2013/2014, as well as, unaudited report on 2014/2015. Ms. Minda Chiang (Hon. Secretary) reported all participants tonight and AGM agenda. The nominations of Office Bearers in 2015/2016 were shown below.
Chairman: Mr. Peter Fung
Vice Chairman: Ms. Angela Wong
Hon. Secretary: Ms. Minda Chiang
Hon Treasurer: Mr. Karson Chui

Then we exchanged ideas with HKSQ members. A member suggested we could apply to be Charity so that it was no need for tax. Another member suggested that we could raise influential voice of quality profession for recently poor quality issues such as lead in drinking water.

After the AGM, Mr. Simon Tong (HKSQ co-opt member) introduced the guest speaker Dr. Freeman Yang (楊鋼) (Founder & CEO, Crosby Management Institute (China)). Dr. Freeman Yang is the "Father of Zero Defect in China", a best-selling author, and one of the most influential quality management thinkers and speaker. He is the only Chinese Disciple of Crosby (美國管理大師克勞士比唯一的中國弟子).

Dr. Freeman Yang (楊鋼) (Founder & CEO, Crosby Management Institute (China)) was our guest speaker and his presentation entitled “Rethinking Quality Culture Development”. Dr. Freeman Yang said that don’t explain based on the word “Zero Defect”. Many people told him that was broken the mathematics rule. Therefore, Freeman told us to follow his mind and focused on the view of customer.

Dr. Yang told us why many people recognized that he is the best book seller. It was because they found many illegal copies of Freeman’s books.

Then Dr. Yang discussed what the definition of “Quality” is. There are many terms appeared in China such as QC, QCC, TQC, TQM, QA, QM, etc. Every people had their own definition. In Chinese word, 名不正，則言不順。 (If names be not correct, language is not in accordance with the truth of things.) So we needed to align and indicating that “Quality is Communication”. We also needed to see the Big Figure!

Dr. Freeman Yang introduced his famous book named《質與量的戰爭》(War between Quality and Quantity). It led us to discuss the concept of Quality and Quantity if a scratch in the back of chair (Defect). Inspector and Quality Engineer would say it was Quality problem. But Sales and Production Manager would concern it was Quantity problem. Finally, Boss would consider as Cost (Quantity) problem. In Chinese culture, large problem became small problem and then changed to no problem. It was the common misunderstanding from “Quality” to “Quantity”. From customer view point, it was only ZERO or ONE. It should be QUALITY problem!

Freeman mentioned three confusion of “Quality” below.
- Management Functions or Technical Activity?
- Science or Art?
- Technology or Culture?
He said “Even though Company got all certificate (ISO 9001, ISO 14001, OHSAS 18001, etc.) and implemented all management systems (TQM, TQC, QC & QA, GMP, HACCP, etc.), many quality incidents had still happened again and again.” Our quality management was focused on physical matters and technical matters. We neglected the human factor!”

Finally, Freeman proposed Quality Revolution. He concluded “Quality is Human Problem. Quality is results of Policy and Culture. It is never a technical activities.” Lastly, he quoted Gary Hamel “The Death of Modern Management” statement that modern management defects existing in nature, is the destruction of the most wonderful human imagination and creativity with discipline and control; it makes business more efficient, but failed to make it more attention to ethical values.”

Three big challenges in future were mentioned as follows:
- Rebuild Quality Management Thinking
- Release Organization Potential
- Promote Quality Cultural Change

Q&A
Dr. KS Chin asked how to align the quality direction among CEO, Manager and Staff. Freeman asked which department of company was most attractive and then reference to this department practice.

Mr. Dominic Lam (CEO, CMATCL) shared his experience on quality management. He raised an example that do you accept poor quality of our account department if your salary delay for a month.