Quality Alchemist (品質煉金術師): HKSQ Study Mission for Industry 4.0 – Day 4: Attend to the International Symposium of Quality Management (ISQM) 2016

The study mission named “Quality Professionals preparing for Industry 4.0” was organized by Hong Kong Society for Quality (HKSQ), supported by ASQ and Hong Kong Quality Function Development Association (HKQFDA) from 16 to 20 November 2016. In day 4, we attended the International Symposium of Quality Management (ISQM) 2016 on 19 Nov (Saturday) which was held in the National Cheng Kung University. I took a photo in the entry.

During registration, I met Mr. Liu Li Tsung (劉黎宗) (President, Chinese Society for Quality (CSQ)) and took a photo in front of the College of Management.

HKSQ members took a photo in the symposium hall.

In the beginning, Mr. Liu Li Tsung (劉黎宗) (President, CSQ) gave an opening speech. He said it was the 52anniversary AGM and appreciated National Cheng Kung University to support this event. Mr. Liu gave a special thanks to HKSQ team for attending ISQM 2016. Then he introduced the theme of ISQM that was “New Prospects of Quality Management in the Big Data Era”.

Then Mr. Li Yixiang (李逸湘) (Chairman, CSQ Kaohsiung City Branch) gave a welcome remark. It was the 41anniversary CSQ Kaohsiung Branch AGM. He also appreciated all supporting organizations and CSQ Kaohsiung City Branch members for contributing to the ISQM 2016. Under CSQ support, they also continued to provide certification and training on CQT, CQE, CQM and CRE, as well as, CSQP etc.

Prof. Lin Cheng-Chang (林正章) (Dean, College of Management) gave guest remark and he said “The Foundation of Success is Quality.”

Dr. Liu Mingzhong (劉明忠) (Bureau of Standards, Metrology & Inspection, M.O.E.A.) (經濟部標準檢驗局局長) gave guest speech.

Prof. JrJung Lyu (呂執中) (Director, Center for Quality and Innovation) also gave welcome speech to us.

The Fellow awards of Chinese Society for Quality (CSQ) presented to three members and their contribution were recognized.

The thesis awards were also presented.

During the break, I met Dr. Ling-Lang Tang (湯玲郎) (Asso. Professor of Technology Management, College of Management, Yuan Ze University) and then we took a photo with Mr. Peter Fung and Dr. KS Chin together.

I also took a photo with the symposium during the break.

We enjoyed the tea break.

The first keynote speaker was Prof. Flora Chia-I Chang (張家宜) (President, Tamkang University; 淡江大學校長) and her topic named “Establish Quality and Master the Future”. She said the trend of higher education was from “Elite (菁英)” to “Universal (普及)”. Therefore, we needed continuous study, team work and market oriented to enhance competitive and understand the positioning.

In the beginning, Prof. Chang briefed the quality movement of government and university since 1990. University started to adopt ISO certification and promote TQM.

Then Prof. Chang introduced the quality culture based on Quality Enhancement (Independence, Transparent and Effectiveness) and Transformation (Value-added and Delegation of Authority). After that Prof. Chang mentioned their Quality House in which included Mission, Vision and Value with Strategies and Governance. Each academic department and administrative unit had their own Quality House.

And then Prof. Chang briefed how to master the future. She said Future Thinking included Think About, Think Back, Think Over; Think Forward, Think Of and Think Through. Then she quoted John McHale (1969) statement as follows:

“The future of the past is in the future

The future of the present is in the past

The future of the future is in the present”

The following diagram showed the transformation of industry in Taiwan. Finally, Prof. Chang briefed some key future work skills included Sense-making, Novel and Adaptive Thinking, Social Intelligence, Trans-disciplinarily, New Media Literacy, Computational Thinking, Cognitive Load Management, Design Mindset, Cross Cultural Competency and Virtual Collaboration. At the end, she played the video about Future Industry by Alec Ross at www.youtube.com/watch?v=ouda66nO05c . In future, Robotic, Life Science, Fintech, InfoSec, and Big Data would be the key industries for promoting the economic in the world in next twenty years.

The second speaker was Mr. Hu Zhencheng (胡振成) (Quality Manager, Joy Industrial Co., Ltd.) and he shared their experience to achieve the operational excellence quality award. Firstly, he introduced his company which established in 1971.

Then Mr. Hu introduced their product and marketing positioning.

Mr. Hu briefed their TQM implementation since 2003. There were five stages and described as follows.

2003-2005: Introduced TPS and JIT

2006-2008: Implant TQM, using JIT, Best Quality and Value Innovation

2009-2011: Implement TPM, focus on Strength, Marketing and Cycling Island

2012-2014: Integrated TPS, TQM and TPM, quality and economic product through VA/VE

2015 & after: JPS 4.0 intelligence

Finished the morning session, we took a photo with Taiwan friends in the entry of the symposium hall.

Taiwan style lunch box

In the parallel session, we attended Service Quality part and Dr. Ling-Lang Tang (湯玲郎) (Asso. Professor of Technology Management, College of Management, Yuan Ze University) was the session chairman who introduced each speaker. The first speaker was Dr. Catherine Chan (President, HKQFDA; HKSQ member) and her topic entitled QFD for Achieving Business Excellence & Attaining Sustainability”.

Dr. Catherine Chan introduced QFD which separated into two. The first part was Methodology included Product Development and Hoshin Kanri (also called Policy Deployment); and the second part was Approach included TQM implementation. QFD was a type of QA promise or contract with the consumer regarding Quality (from QC to QA to Assuring Production Quality and then to Assuring Design Quality).

Then Dr. Chan explained the different from “Product-Out” and “Market-In”. The old manufacturer pushed product from supplier to customer. But now, we needed to understand customer’s need and pull the product from customer to supplier to customer again. In other work, it called “Customer First”.

After that Dr. Chan said QFD could enhance Innovation and TQM through many QFD projects implementation. So that comprehensive TQM was implemented from Business Level to Society Level to World Level. At the end, she concluded that QFD could further assist enterprises on taking care of the stakeholders and saving resources for sustaining the Earth in doing product development & design.

The second speaker was Mr. Gwo Yang Tsai and his presentation topic named “Empirical Research on Service Quality of Long-term Care Facilities under the Aged Society. He said population aging was one of the most challenging issues of the twenty-first century, facing both developed and developing countries worldwide.

Then Mr. Gwo Yang Tsai introduced Analytical Framework using SERVQUAL with the following hypotheses (with Regression Analyses Result):

H1a: Tangible is positively associated with customer satisfaction. (Do Not Reject)

H1b: Reliability is positively associated with customer satisfaction. (Do Not Reject)

H1c: Responsiveness is positively associated with customer satisfaction. (Reject)

H1d: Assurance is positively associated with customer satisfaction. (Do Not Reject)

H1e: Empathy is positively associated with customer satisfaction. (Do Not Reject)

H2a: Tangible is positively associated with customer loyalty. (Reject)

H2b: Reliability is positively associated with customer loyalty. (Reject)

H2c: Responsiveness is positively associated with customer loyalty. (Reject)

H2d: Assurance is positively associated with customer loyalty. (Reject)

H2e: Empathy is positively associated with customer loyalty. (Reject)

H3: Customer satisfaction positively mediates the relationship between service quality and customer loyalty (Do Not Reject)

It was found that service quality was much strongly correlated with customer satisfaction but was less correlated with customer loyalty. Since long-term care facilities like one-time-only consumption that might affect the level of customer loyalty.

The third speaker was Mr. Jie Jie-Wei(紀傑瑋) and his topic was “Case Study of the influence on Green Sales Service on Enterprise Image, Customer Perception Value and Intension to Buy in Airline industry”

Then he briefed the research methodology and hypotheses. He concluded that customer would be willing to purchase for Green sales with higher cost to protect the environment.

The last speaker in this session was Mr. Jonathan C.K. Chiao (焦經剛) (Vice General Manager, QM, Greater China, TUV Rheinland) and his presentation topic entitled “The Management of Impartiality for Conformity Assessment Bodies”.

Mr. Chiao simplified the FMEA for risks assessment to impartiality and then introduced the safeguarding impartiality mechanism for certification process. It was expected to be an essential parts of an integrated management system in Conformity Assessment Bodies (CAB).

Then Ms. Jane Wong (DEKRA), Mr. Ben Tsang (SGS), Mr. Jonathan C.K. Chiao (TUV) and I (HKSTP) took a photo for memory. We were all in Testing and Certification Industry!

During the tea break, I visited the poster session and took some poster photo for study.

QFD and Kano Integration

TRIZ and DOE improvement

Then I joined the session for Six Sigma and DOE. The first speaker was Ms. Chen (陳愛多) and her topic was “Lean Six Sigma application in Aerospace Industry”. The project improved production lead-time from 103 days to 70 days (30% improvement) and reduce appearance rejection rate from 50% to 5% or lower (90% reduction).

Our member Mr. Edmund Cheung shared his experience to the speaker on Lean and Six Sigma. He served his previous company which was the first six sigma motor in the world more than ten years ago.

The second speaker was Mr. Chen (陳贊吉) and his topic named “Employing TRIZ and Six Sigma to enhance silicon control regulator for infrared stability study”. He concluded that Cpk from 0.54 enhanced to 1.35.

My question was that his study was focused much more on Six Sigma but less focused on TRIZ. It was not using Functional Analysis and Cause-Effect & Chain Analysis (CECA) to find out contradictions and identified what types of contradiction (such as physical or technical).

After finished all programs in this study mission, we had a good dinner for relaxing. I took a photo in front of the restaurant.

We all took a group photo inside the restaurant.

The last day (20 Nov 2016 – Sunday), we visited the salt hill and mangrove forest (紅樹林) before went to Hong Kong. I took a photo in front of the salt hill.