Quality Alchemist (品質煉金術師): The 2nd IAQ World Quality Forum 2017 in Bled, Slovenia

2017年10月13日星期五

The 2nd IAQ World Quality Forum 2017 in Bled, Slovenia

The International Academy for Quality (IAQ) is an independent, self-supported, non-profit, non-governmental organization that is administered by a collegial assembly of individuals who have been elected by their peers form among the most respected, active and experienced protagonists of quality in the world. In 2017, the 61th EOQ Congress would be a joint effort of European Organization for Quality (EOQ) and the Slovenian Quality and Excellence Association as well as IAQ in Bled, Solvenia from 11 to 12 Oct 2017. One day after the Congress, on 13^th Oct 2017, the 2^nd IAQ World Quality Forum was held at the same place. The theme of the 2^nd IAQ World Quality Forum is “Future Impact of Quality”. I would like to summarize the forum below for sharing.

In the beginning, Mr. Janak Mehta (Chair of IAQ) gave an opening and Welcome speech in the Opening Plenary Session. He briefed the IAQ Way.

Mr. Janak Mehta mentioned we met a tremendous opportunity in big data, Industry 4.0 and IoT.

Then he shared Toyota’s Ji Kotei-Kanketsu (JKK) that everyone considered how to approach each job so as not to all rework to happen. It was the built-in Quality in process with accountability.

Finally, Mr. Janak Mehta summarized that we needed with head in the cloud and feet on the ground; and contributing to build in quality in design, production and delivery of error free products and services that customers could use with confidence through motivated and capable people.

Dr. Pal Molnar (IAQ President) chaired the opening and introduced the keynote speaker.

Mr. Gregory H. Watson (Honorary Member of IAQ, USA/Finland) was the first keynote speaker and his topic entitled “Feigenbaum Memorial Lecture – Intergalactic Quality: Reaching for the Stars Beyond our Imagination”. Firstly, Mr. Watson reviewed for a half century quality had south gurus. The guru’s ideas served their time well, but they were not able to meet challenges of a digital age.

Then Mr. Watson mentioned the emerging nature of quality and reviewed the basic quality concept prior WWII including Hypothesis test, LSR, SQC, DoE, QMS, Reliability, Problem Solving, etc. He pointed out the technology was advancing faster than the quality science. Then he explained the industry maturity corresponded to quality below.

Industry 1.0 -> Quality 1.0 = Inspecting each and every important output to assure quality

Industry 2.0 -> Quality 2.0 = Inspection-based quality has an emphasis (AQL) and Labor-based performance is measure of productivity

Industry 3.0 -> Quality 3.0 = Standardizing work, satisfying customer and continual improvement

Industry 4.0 -> Quality 4.0 = Digitization is a critical ingredient in process optimization. Self-induced correction and machines learn how to self-regulate and manage their own productivity and quality.

After that he discussed the traditional definition of quality about under-quality and over-quality condition. However, the definition was outdated because Quality is not a “Red line” that is drawn in the sand. Gregory H. Watson (2016) defined that Quality – the persistent pursuit of goodness coupled tightly with the simultaneous relentless avoidance of badness.” And “The final arbitrator or judge of quality is the customer.” As well as, “Quality maximizes the value proposition.”

Finally, he discussed about Productive System (PS) working mechanisms that were Integration of things and people also called Industry 4.0 that optimizes operation of Internet of Things (IoT). Data analysis must generate profound knowledge which contributed by Big Data, AI and Collaborative Analytics. Finally, he showed the generic system of managing for quality. He also quoted Yoshio Kando that “Stimulating people’s desire to work is motivation” to demonstrate the Leadership enables followership.

During the tea break, we had coffee and discussion with many IAQ friends.

I took a photo with Mr. Glenn Mazur and Dr. Ayed Alamri.

Dr. KS Chin and I took a photo with old friends.

(Left: I, Dr. KS Chin, Mr. Juhani Anttila, Mr. Deng Ji and Dr. Ayed Alamri)

I met Shanghai Quality professionals.

(Left: Mr. Deng Ji, I, Ms. Liu Zhuohui (劉卓慧)(President, China Trade Association for Anti-Counterfeiting), Mr. Gao Feng (高峰) (Director, Customer Evaluation Center – An Affiliate of SAQ), Ms. He Xianglian (賀湘煉) (Deputy Director, Dept., of Q&S Mgt, SPIC) and Ms. Zhen Minwei (甄敏蔚) (Chief Editor, Shanghai Quality Magazine Publishing House))

I met Prof. Azat Abdrakhmanov.

Then Dr. KS Chin and I joined the STREAM B1 session named “Industry 4.0 and Big Data”.

The first speaker was Mr. Thomas Prefi (WZL RWTH Aachen, German) and his presentation topic was “Quality 4.0 – What Will Matter!” He briefed the digital agenda to discuss which innovation tool had to be utilized to master Industry 4.0 and pointed out the following challenges for quality:

i) Changing the perspective: From product to ecosystem!

ii) The supplier structure change: From a traditional value chain to network!

iii) The way how to develop a product is changing: Products are developed in agile environment.

iv) How does “perpetual beta“ and “good enough quality” fit with the German attitude to perfection!

Then Mr. Thomas Prefi mentioned the six essential tasks of the Q-Organization. He described the traditional V-model and questioned that it was becoming obsolete when it became agile. He said “Quality principles are still valid but methods are not fit anymore!” And then he proposed the new tools for QM such as 72h-radar which was consolidating of the data between suppliers, logistics and the customer.

Finally, Mr. Thomas Prefi discussed the machine learning. He said machine learning would not replace people in QM but force us to development. It created at least two jobs for quality professionals that one was mentor for machine training and the other was curator for validation. That’s what he concluded about Quality 4.0 and Organization 4.0 to put the world in boxes!

Dr. KS Chin (Associate Professor, SEEM Dept., CityU) was the second speaker and his presentation title named “Quality Analytics for Quality and Performance Improvement”. He introduced the data analytics in the beginning that “It is an emerging technique that drives into data set without prior formulation of hypotheses. It is the process of examining data sets in order to draw conclusions about the information they contain.” Then he pointed out some application example such as social media analytics tools (Twitter & Facebook)

After that Dr. Chin mentioned the relationship of Analytic and Quality Management and quoted Prof. Sung Yung Park presentation at ANQ 2017 that quality experts should be Data Scientists. And then Dr. Chin added that data analytics driven quality management through performance analytics and predictive analytics.

Finally, Dr. Chin introduced the quality analytics process model for “data to value” which could be separate from “data-to-insight” and “insight-to-action” process. He also shared his research employed data analytics named “Quality Improvement in Healthcare Service”.

At the end, Dr. Chin introduced the Education related to Quality Analytics that CityU revamped BEng Total Quality Engineering program and MSc management program with data analytics. The details of modules were showed and discussed.

The third speaker was Mr. Shentu Jun (China) and his topic entitled “Intelligent Digitalized Design with Effective Quality Improves Efficiency”. Firstly, he introduced his quality journal in SNERDI Quality System in R&D which was based on different standards included HAF003/HAD003, IAEA GSR Part 2/GS-G-3.5/50-C/SG-Q, ASME NQA-1, ISO 9001, ISO14001 and OHSAS 18001.

Then he introduced Intelligent Digitalized Design (IDD) with quality improved efficiency through rules made, process optimization, method R&D, Data-aid work and Data Management. Finally, he summarized for sustainable development of the techno-economy, safety based on quality is very important. Data model, data quality management, data collection & application was crucial for digital design.

The last speaker of the session was Mr. Deng Ji (Shanghai Academician For Quality Management, China) and his presentation title was “Quality and Modern City”. He firstly briefed the background of the National Model Cities of Quality which campaign had organized and carried out by the General administration of Quality Supervision, Inspection and Quarantine of P.R.C. since 2012.

Then Mr. Ji discussed each major requirement for the building of “National Model Cities of Quality” included “Quality culture construction”, “City brand cultivation”, “Focus on citizens’ life” and “Performance appraisal of quality progress”. He also made reference to ISO 37120 World Council on City Data which allowed us to explore, track, monitor, and compare member cities on up to 100 service performance and quality of life indicators.

In Q&A session, Dr. Chin explained his new course related to data analytics to the participants.

At the end, Prof. Kano gave some comments on that session. He used Japan nuclear plant accident to explain the one mistake affected the environment seriously. Could we use big data and industry 4.0 to overcome safety issue systematically?

After that I prepared my presentation in the STREAM C2 Session which chaired by Prof. Hans-Dieter Seghezzi.

The first speaker in this session was Prof. A. Blanton Godfrey (College of Textiles, North Carolina State University, USA) and his presentation title named “Driving Innovation and Entrepreneurship”. Firstly, he briefed the definition of Entrepreneurship and Disruptive Innovation.

Then Prof. Godfrey briefed their research database on entrepreneurship as well as the need of entrepreneurs such as Space, Internet, Air Condition and Coffee. What kind of space do entrepreneurs need? They just needed a table and two chairs, wet lab, tool shop, wine & cheese bar and music. Extra needs of entrepreneurs were Money, Mentors, Adult Supervision, Network and a Place to Live. Finally, he introduced their Center for Technology and Innovation.

The second speaker was Mr. N. Ramanathan (India) and his topic entitled “Redefining Organization Performance”. He reviewed the past business leaders argument and the impact between profit and society. Drucker’s performance metrics was found to like the first balanced scorecard.

The shorten history of judging business performance was discussed.

Finally, Mr. Ramanathan concluded that financial performance did not equal to organization performance. He proposed the redefined organization performance model required a linked combination of capability-building and effects, as well as, care planet earth.

The third speaker was Mr. Janos Takacs (VP Communication, Hungary) and his presentation named “CSR and Sustainability – From Milton Fredman to Michael Porter and beyond”. In the beginning, Mr. Takacs briefed the Fredman Doctrine’s shareholder approach to Porter & Kramer’s CSR Value Chain. He then explained that CSR coverage was larger than Creating Shared Value (CSV).

Then Mr. Takacs mentioned EFQM included CSR and Quality Management and they had strong correlation.

Prof. Hans-Dieter Seghezzi introduced my background at the end of this session.

I (Lotto Lai) (Associate Academician of IAQ; Chairman of HKSQ) was the last speaker and my topic entitled “Quality Innovation: Extenics Employed in Quality Startup Management System”. My content included Quality Innovation and its trends; TRIZ and Extension Innovation Method, Quality Startup Management System (QStarMS) and Extenics applied in QStarMS.

I briefed the history of quality management and innovation tools development. I compared their timeline and found that they had strongly complementary.

Then I introduced Prof. Cai Wen and his innovative philosophy named “Extenics” which had been studied since 1976. His important paper named “Extension Set and Incompatible Problem” was published in 1983. It aimed to solve contradictory problem through extension possibility of things.

After that I briefed my Quality Startup Management System (QStarMS) model which combined that simplified ISO 9001 requirement, plus HKSTP incubatee milestone assessment and business model generation, as well as, HKQAA 25 questions.

For new business model generation, I introduced the Extension Innovation Four Steps Methodology named “Model”, “Extension”, “Transformation” and “Selection” (METS) to change the existing business model to more possible new businesses. (e.g. Discount Taxi, Uber, Ofo, GogoVan, Airbnb, etc.)

At the end, I concluded that “Extenics” is a good innovation tools to help quality professional from thinking inside the box to outside the box systematically, so as to create many ideas like idea factory and provided ideas pipeline for new product/service, and new business model use.

During Q&A session, I explained more about Extenics divergence of the Extensible analysis. I believed that part of Extenics using basic-element format could create as much idea as possible for everyone without science and engineering prerequisite.

We met Prof. Kano and had lunch together. Dr. Ivan Ng (our coopt member) had presented in the other session at the same time of my session. His topic named “An Analysis of the Impact of Chinese Cultural Factors to Quality Management by Six Sigma”.

After lunch, I joined the STREAM C3 session named “Future of Quality Management” which chaired by A. “Parsu” Parasuraman (USA).

Mr. Juhani Anttila (Academician, IAQ; and member of ISO TC 176, as well as Former President of the Finnish Society for Quality) was the first speaker and his topic was “Out of the Crisis of the Quality Profession: The New Renaissance in the Quality Discipline”. (P.S. We had dinner with Mr. Juhani Anttila in Hong Kong in 2015.) He raised two examples to demonstrate the crisis that one was unclear terminology leads to pseudo results in research projects and the other was “the quality imperative” in education was of a great consensus, but the quality as a concept was unclear.

Under technological achievement and urbanization, quality profession should reform to get quality happen in practice. Because of the fragmentation of QM practices under many tools (tool-fragmented), it caused comprehension of the whole lost. So Mr. Juhani Anttila suggested the solution to the crisis that was renaissance of the quality profession on two levels below:

i) Theoretical and scientific of the quality discipline – The renaissance in thinking

ii) Quality Integration – The renaissance in practice

Then he quoted the theory of truth to explain understanding the situation (A) and improving the conceptualization (B) of the reality for renaissance of the quality profession.

At the end, he pointed out three challenges to the quality profession for the quality renaissance.

i) Quality and QM of individuals – Quality of life

ii) Quality and QM for the society – Quality of society (including Industry 4.0 & Smart City)

iii) Quality management in SMEs and startups

(P.S. I had studied the QMS in startups and proposed Quality Startup Management System (QStarMS) since 2015.)

The second speaker was Mr. Bension Tendler (Canada) and his topic named “Looking backwards in History to Look Better Further in the Future”. Mr. Tendler reviewed the management and business history from different countries included USA, UK, Germany, etc. (Except Japan because of well-known)

Mr. Tendler said WWII as catalyst to develop sampling inspection for the goods and standards for process control. Then Leslie Simon was active in the founding of the ASQC in 1946. Lessons to be learned from this history were:

i) Appreciation of history help in planning and decision making;

ii) Planning of national movement require an understanding of national culture and background;

iii) The visible hand of management is very important and made the difference; etc.

Mr. Glenn Mazur (QFD Institute, USA) was the third speaker and his presentation topic entitled “Prioritization Methodology for Quality Professionals using ISO 16355 Guidance”. He discussed how could we best apply the criteria to prioritize and selected the best options through ISO 16355-2:2017, cls 9.1.2.8.4 for step-by-step guidance.

Mr. Glenn Mazur said executive decisions often required judgment by intelligence, design and choice. He questioned that could we better leverage insight, experience, and intuition? There had limitations of ordinal judgments because people had bias on pessimists score lower end, or optimists score higher end, or unsure score the center. He then introduced four types of criteria for measuring judgments below.

i) Counts, bigger is better (Objective)

ii) Counts, smaller is better (Objective)

iii) Absolute or expert judgment (Subjective)

iv) Relative judgment (Subjective)

Finally, he demonstrated those judgements and employed Analytic Hierarchy Process (AHP) pair-wise comparison for project priorities. Mr. Glenn Mazur concluded that AHP was able to use for prioritizing projects, customer segments, customer needs, technology options and suppliers.

Then I joined the STREAM B3 to attend Dr. Ayed Alamri (Saudi Arabia) and his presentation title was “The Leadership Role of Saudi Quality Council”. Since their session ran faster, I only join the discussion part. I would like to know the relationship between Saudi people culture and leadership.

During the tea break, I took a photo with Singapore friend Mr. Singh Harnek.

Took a photo with Chinese friend Mr. Shentu Jun.

Oh! Ms. Liu Zhuohui (CAQ) played the piano.

I met Mr. Paul Harding (Executive Director at South African Quality Institute) and Prof. Azat again.

Closing Plenary Session

The final keynote was Prof. Noriaki Kano (Honorary Member for IAQ and ASQ) and his topic entitled ‘Ishikawa Memorial Lecture – Intranet of Qualities (IoQ) for Quality Assurance in the DIGITAL ERA”.

Firstly, Prof. Kano introduced his teacher Mr. Kaoru Ishikawa and his book named “The Man and Quality Countrol” which had translated into English at http://www.juse.or.jp/english/archives/ .

Then Prof. Kano said under IoT, we ubiquitously utilize ICT. IoT brings about big data and then we needed to make its analysis. So almost all the data related to QA is confidential to outside of a company so that Intranet (close IoT) is used. Then he discussed the data for quality assurance in R&D applying QFD. However, the quality table became too large!

After that Prof. Kano stated the data for QA in Manufacturing using QA Matrix. The following diagram showed the hierarchical structure of In-Process Control through three tiers included Product, Process and Work. Prof. Kano said the 21^st Century would be an age of thorough application of “Build Quality in Process (BQiP)”. It also created Butterfly Model (Butterfly effect!)

Prof. Kano added to develop IoT to link various data of qualities for QA such as Customer Requirement, Product Specifications, Component Specification, Process Parameters, SOP, Testing Characteristics, Inspection Items, etc. He introduced Intranet of Qualities (IoQ) as following diagram.

Prof. Kano reminded us care about the analysis the correlation data. It should find the causal relationship before making the conclusion. (It could be pseudo-correlation!)