Quality Alchemist (品質煉金術師): HKSQ Strategy Meeting 2017

Hong Kong Society for Quality (HKSQ) annual strategy meeting 2017 was held on 26^th 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.

Then I introduced Kano Model that I employed for this survey. Minda added Kano’s story for this Life Cycle of Quality in ANQ 2016 that boy and girl studied together in primary school. Their meeting was Indifferent Quality (IQ). When they growth to more mature (say 18 years old), they attracted each other and became Attractive Quality (AQ). Once they were dating, their meeting would be happy but missing would be unhappy that belong to One-dimension Quality (OQ). After marriage, their meeting was must and missing would be unhappy that flow into Must-be Quality (MQ). If they had a baby, the cycle would be started again.

After that we studied our results from different services HKSQ provided using Kano Model.

The next session was using Business Model Generation as framework to discuss our service to members. During the discussion, we would extend some services, channels, activities and partners in the model.