Quality Alchemist (品質煉金術師): ANQ Congress 2018 Almaty, Kazakhstan

2018年9月20日星期四

ANQ Congress 2018 Almaty, Kazakhstan – Day 2

Asian Network for Quality (ANQ) Congress 2018 was held in InterContinental Hotel, Almaty, Kazakhstan was held from 19-20 Sep 2018. The congress theme was “The Future of Quality Leadership in IT-Age”. The second day of ANQ Congress 2018 was held on 20 Sep 2018. Morning session was parallel sessions. HKSQ team took a photo in front of the Congress banner.

Parallel Session III

I attended the session C2 (Technology and Models for Business Excellence) late. Mr. Too was the session chair. At that time the speaker was Mr. D.M. Liao (REDI, Taiwan) and his presentation entitled “The Promotion of Reliability Management and Engineering Practices Model – Machine Tool Industry as Example”. He said the reliability enhancement tools proposed by Reliability Engineering Development Institute (REDI) since June 2016.

Mr. Liao introduced REDI-PRM^® (REDI-Reliability Practice Model) with other tools including FMEA, CADM, QC 7 tools and FRACAS, etc. REDI-PRM^® was the most effective, efficient, and fundamental methods to achieve both the quality and reliability goals.

And then I went to the session C3 (Service Excellence and Customer Satisfaction). Ms. Elizabeth M. Keim (Managing Partner, Integrated Quality Resources; President, IAQ) was last speaker of the session and her topic entitled “Using Lean Six Sigma to Improve Customer Experience”. She aimed participants would become familiar with methods for determining customers’ experience and understand how results of customers’ experience could be improved using LSS.

Ms. Elizabeth Keim briefed the different among Customer Experience, Customer Satisfaction/Dissatisfaction and Customer Loyalty. For measuring customer loyalty, she suggested to use Net Promoter Score (NPS).

Then she briefed the sources of customer-oriented data included Usability testing, Surveys, Focus groups, Heuristic evaluations, Competitive analyses, Complaint tracking, Referral tracking and Social media monitoring. And the she discussed Kano Theory of Attractive Quality. Lastly, she shared the practical implications of the research on the efficacy of self-assessment that organizational maturity impacts the value of framework-based evaluations.

Prof. Wan Seon Shin (President of KSPE, Former President of KSQM and Professor, Sungkyunkwan University) was the session chair and presented appreciation certificate to Ms. Elizabeth Keim.

During the break, I took a photo with Mr. Too Meng Ken (SQI).

After that Minda and I attended different session and the summary as follows.
In session D2 (Technology and Models for Business Excellence), the first speaker was Dr. SANO Masataka (Asso. Professor, Chiba Institute of Technology) and his topic was “Process-Oriented Analysis Method (POAM) for Clinical Laboratory Testing”.

In the beginning, Dr. Sano introduced process oriented thinking that medical incidents to improve the work method to prevent errors either from human factors (carelessness) or process factors. The Medication Model separated Information, Objects and Jobs.

He showed the viewpoints list which focused on process factors using medication model.

After analyzed 232 cases from 2015 to 2017, he modified the model as follows. Dr. Sano concluded that POAM enabled to visualize incidents in the process of clinical examination and identified error factors from incident reports. The future tasks were to identify the related error and accident factors and provide countermeasures.

Prof. Cher Ming Tan (Center for Reliability Sciences & Technologies, Chang Gung University, TW; SQI) was speaker in session C2 and his topic named “Implementation of Predictive Maintenance Strategy on Haemodialysis Machines”.

He said Reliability based maintenance scheme could help to evaluate regular maintenance period in such a way that the maintenance frequency was lesser than the existing policy, while keeping the reliability in acceptable limits. Based on the Cost Model, it would decrease the net cost of maintenance.

Lastly, Prof. Cher mentioned the improvement upto 18.18% regular maintenance cost reduction and saving 18,279 NTD per year per machine without early failure.

The last parallel session I attended was in session D1 (Improvement of Public Service Quality) and Mr. Chae-Hoon Lee (Associate Researcher, Service Innovation Centre, KSA) was the speaker with the topic entitled “Analysis on Service Quality Level and Performance of KS-SQI Model: Based on Korean Tourism Service Industry”.

Mr. Lee introduced KS-SQI model which was developed by Korean Standards Association (KSA) to measure the service quality, and had been measuring service quality index of the service industry in Korea for the past 18 years since 2000. In 2018, they conducted KS-SQI for 72 categories and 7 public services included 316 companies & organizations.

KS-SQI has 7 different dimensions based on the assessments given by the dcustomers who had first-hand experience with the service.

After reviewed different assessment results in tourism service industry, Mr. Lee concluded that KS-SQI model application could bring precise analysis on the quality level of Korean service industry and ultimately to deliver positive contribution to improving global competitiveness of service companies based on the outcome of the analysis.

Completed the parallel session, I took a photo with Mr. Chae-Hoon Lee.

And then we had a cooperation meeting before lunch. Mr. Lee invited HKSQ to promote KS-SQI and this model had promoted and implemented in Singapore through SQI. We discussed different business models to explore the possibility for implementing in Hong Kong. Preliminary thought would be linked up with HKQAA and CityU.

After lunch, it was Plenary Session III. Minda took a photo with Prof. Phulporn Sangbangpla (SQAT) at that time.

The first keynote speaker was Mr. Changkun Yan (YOFC Deputy CEO; GM of Manufacturing Center, Yangtze Optical Fibre and Cable Joint Stock Co., Ltd.) and his topic entitled “YOFC Intelligent Manufacturing”. Firstly, Mr. Yan briefed the company history which was Sino-foreign joint ventures in China established in 1988 and officially operation in 1992.

Then Mr. Yan introduced YOFC iMES System in which employed two key Intelligent Manufacturing Technologies below:

i) Digitized Manufacturing Technology – Create a model for manufacturing and enable simulation, covering product design, numerical control technology, product management, business collaboration, etc., that is the foundation of digital manufacturing.

ii) Sensor Technology – The more sensors that are used in enterprises, the more information will be obtained.

And then Mr. Yan said their YOFC Production Command Centre could grasp real-time information with regard to production, equipment, technology and operation, thereby achieving transparent management for the smart factory. He showed their online and intelligent quality control to us.

Lastly, Mr. Yan showed the virtual factory design which included four key elements that were Simulation, Transparent Factory, Monitoring and Analysis, as well as, Virtual Training. He also shared the effects of iMES implementation such as inventory reduced by more than 10%, prevent errors by more than 95%, Warehouse staff reduction by 50% and Order implementation transparency improvement upto 50%.

Mr. Janardan Ghimire (President, NQPCN) was the second keynote speaker and his presentation named “Integrated Management System (IMS) Transforming Institutional Excellence through Hands-on Approach”.

In the beginning, Mr. Janardan Ghimire briefed the journey of quality in global prospective from 1906 to beyond 2000.

And then he introduced IMS based on ISO 9001, ISO 14001 and ISO 45001. The House of Quality of IMS model was developed. He also added five pillars needed to be managed properly to be able to achieve an excellence. Five pillars are “Change”, “Resources”, “IT & Knowledge”, “Process” and “Audit”.

Finally, Mr. Janardan Ghimire proposed Institutional / Organzation Excellence model with different quality concepts and tools which was his hands-on experience.

Prof. Noriaki KANO (Professor Emeritus, Tokyo University of Science; Honorary Chairperson, ANQ) was the third keynote speaker and his topic entitled “Impact of ICT on Application of Quality Tools”. Firstly, Prof. Kano revisited quality tools that were developed but not popular in the 20^th Century such as Quality Table and T-typed Matrix.

Quality Table come from Quality Function Deployment that Prof. Kano was the moderator of the session where the first presentation was made at the JUSE QC Conference held in Fukuoka, Kyushu, in 1972 that he found a new tools for R&D. Prof. Yoji Akao was father of QFD and got Ishikawa-Kano Award in ANQ Congress 2010. Mizuno’s + Akao’s Discovery was the revolutionary process from “Product out” to “Market in”.

The disadvantage of Quality Table at that time was paper space problem. Prof. Kano said we needed tatami-length paper to list up all the customer requirements for one product. ICT (e.g. application of Excel) would release people from the constraint of paper size such as A4 or A3. (Remark: My interpretation is that ICT releases working style from 2 dimension to multi-dimension.)

And then Prof. Kano briefed the QA Matrix which was form Building Quality into the Process (BQiP). He raised example of JKK in Toyota that potential process might be far from inspection. Another tool named T-typed Matrix was introduced which reduced troubles in New Product Development.

Lastly, Prof. Kano concluded the drastic advancement of ICT that was able to help quality tools applied more easily, speedily, effectively and efficiently.

Mr. Kitson Leonard (Vice-chairman, SQI) was the last keynote speaker and his presentation was “Building a Culture of Service”. First, he discussed Culture that defined who you are and what you stand for. He used Apple as example. Apple’s motto “Think different” was success culture of service to distinct with other competitors.

Then he said technology use in enhancing the customer experience. He used “SG Secure” as example that was Apps for citizen who spotted any potential criminal issues and then took a photo uploading through the Apps (Image & location obtained). SG police would took action immediately. It made Singapore to be safe country.

At the end, Mr. Kitson Leonard introduced the open of Inaugural (ANQ) Asian Service Award and the application would start in January 2019.

Discussion panel

During the break, I took a photo in the first row professionals.

Plenary Session IV

Awarding of the winners of Asian Excellence in Quality Practice ARE-QP and there were nine awardees below:

i) Haier Group

ii) Moscow Power Engineering Institute

iii) Jiaxipera Compressor Co., Ltd.

iv) General Medical Practice Center

v) AZMK LLP

vi) PTT Global Chemical Plc.

vii) Toyota Motor Thailand Co., Ltd. (Samrong Plant)

viii) Buffalo Machinery Co., Ltd.

ix) Hungkuang University
Dr. Larisa Fedyk (Head of the Central Organ the System, Federal Acency on Technical Regulating and Metrology System of Voluntary Certification) represented Moscow Power to receive the award from Prof. Azat.

And then Prof. Azat presented Best Paper Award to speakers.

Prof. Cher Ming Tan (SQI)

Dr. Lotto Lai (HKSQ)

My paper title was “Quality Innovation Using an Extenics Six Sigma (ExSS) Approach and a Case Study”. It is a good new for me to promote Extenics continuously.

Dr. Ngo Van Nhon (VQAH)

Prof. Thanakom Soontarnchainacksaeng (SQAT)

Mr. Too Meng Ken (SQI)

Speakers awarded from Korea.

Speaker awarded from Japan.

All awardees took a group photo.

I was honor to stand with Prof. Ching-Chow Yang (楊錦洲) (CSQ) who received the first Ishikawa-Kano medal.

Lastly, Prof. Thanakom Soontarnchainacksaeng (President, SQAT) introduced the ANQ Congress 2019 would be held in Thailand from 21-24 Oct 2019. The Congress Venue was in Chulalongkorn University.