Hong Kong Society for Quality (HKSQ) annual strategy meeting 2017 was held on 26th Aug 2017 in CityU. The meeting aims to design the HKSQ directions in the coming year and activities included seminar, technical visit, study mission, etc. I was honor to be elected as chairman again and chaired the meet. I prepared agenda and explained the meeting objectives as follows:
1. Review HKSQ member satisfaction survey
2. Discuss the survey result using SERVQUAL and Kano Model
3. Plan for next year actions and items as well as assigned leaders in each item.
Firstly, I briefed the survey statistic that response rate was 14% (48 out of 341 replies) and the distribution of survey background matched our member portfolio. Firstly, we discussed our service quality trend (Importance vs Satisfaction). We found that the average score of both importance and satisfaction were in the region of 3 to 4.5 (Happy Face Region). The most importance item was ASQ Certification and the highest score of satisfaction was this blog sharing.