The 3rd World Summit for Chinese Quality (WSCQ) was organized by Pre-World Alliance for Chinese Quality (WACQ) (全球華人品質聯盟(籌)), co-organized by Singapore Quality Institute (SQI) at NTU@one-north campus, Executive Centre on 8 Nov 2018. The founding members of Pre-World Alliance for Chinese included China Association for Quality (CAQ), Chinese Society for Quality (CSQ), Hong Kong Society for Quality (HKSQ) and Singapore Quality Institute (SQI). This Alliance was established after the 3rd Chinese Quality Forum (CQF) in Beijing in 2015. During the afternoon session, HKSQ team took a group photo in NTU@One-North Alumni House with WSCQ banner.
(Left: Ms. Minda Chiang, Prof. Xingsen Li (李興森), I, Prof. Yang Chunyan (楊春燕), Dr. Aaron Tong and Dr. KS Chin)
In afternoon, there were two parallel sessions. I was presented in Session A and Minda attended this session.
Dr. KS Chin (Former Chairman, HKSQ) was the session chair.
The first speaker in Session B was Mr. Zhang Ligang (張立剛) and his presentation entitled “Exploration and Practice of Transformation and Upgrade of Urban Public Transportation Service” (城市公交服務實施轉型升級的探索與實踐). Firstly, Mr. Zhang briefed their company’s development since 2000.
Then Mr. Zhang mentioned the situation of service industry such as Urbanization, Information Technology, Knowledge Economic, Assistant Manufacturing Upgrade, Enhancing Life Quality and Job Creation.
However, Mr. Zhang shared some difficulties about their industry transformation included Staff Capability, Government Regulation, Slow Market Extension, Service Design behind the Customer requirement, and Traditional Management outdated.
Finally, Mr. Zhang stated their transformation strategy included Staff Training, System Establishment, Management Upgrade and Technical Support. At the end, he shared the transformation result involved National Quality Award, Public Transportation Award, Number 1 Brand, etc.
The second speaker was Dr. Dennis Tien (田墨忠) (CSQ) and his topic was “Improve the quality of life of elder who living alone in Chinese areas” (提升華人地區獨居老人生活品質). He said one of sad reasons of elder was lonely.
Dr. Tien analyzed and compared data of elder who living alone in China, Taiwan, Hong Kong, Macau and Singapore. The trend of ageing society was obviously!
After that he identified seven risks of elder who living alone involved acute illness, accident, cheat, safety, forgetting / loss memory, depress and no home. In China, legal / regulation for elder right protection and amendment was issued in 2012. Finally, Dr. Tien concluded there were different reasons caused elder living alone. The common suffer of elder was lonely.
Prof. Yang Chunyan (楊春燕) (Director, Institute of Extenics and Innovation Methods, Guangdong University of Technology) was the third speaker in the Session B and her presentation topic named “Extenics + AI Research Progress” (可拓學+AI的研究進展). She said using AI to solve contradiction program was the trend under innovation era.
Firstly, Prof. Yang introduced the Extenics development history and characteristics. There were two research purposes that one was to enhance human intelligence (using Extenics plus Innovative Education) and the other purpose was to improve machine intelligence (Extenics plus AI to be Extension Intelligence).
And then Prof. Yang briefed their achievement such as National Nature Science Foundation Funding items – HowNet and GEP extension strategic generation systems, extension design research, as well as, different publication and books. Finally, she concluded that Extension Intelligence was one of key research direction and the Extenics plus AI could apply into product & service quality innovation.
Prof. Xingsen Li (李興森) (Deputy Director, Institute of Extenics and Innovation Methods, Guangdong University of Technology) was the fourth speaker in the Session B and his presentation entitled “Extenics + AI assist Service Quality Management” (可拓學+AI助力服務品質管理).
Prof. Li mentioned the customer requirement from product to service to standard and asked “What’s the next?” Then he briefed the Big Data resource that could be transformed from data to knowledge and then to strategy for decision making.
After that Prof. Li shared the Customer Loss Alert and Transformation System which employed Extension Data Mining technology. The whole process was demonstrated in the following diagram. Finally, Prof. Li said this system could be employed in bank, e-commerce, and insurance for customer retention, credit assessment and risk management.
The last speaker in the Session B was Ms. Li Fengjun (李逢君) and her topic was “Improve the Medical Care Quality and Efficiency of Total Hip Arthroplasty through Data-driven Clinical Treatment Programs” (以數據驅動臨床治療計劃提升『全髖關節置換術』醫療照護品質與醫療效率).
Ms. Li briefed their study and introduced the Diagnosis Related Groups (DRGs) classification system for analysis.
The implementation plan of DRGs were described and some literatures showed the Clinical Documentation Improvement (CDI) were obtained (Adele L. Towers, 2013). CDI plan needed to cooperation between Doctors, Health information management, coding staff and clinical experts (Megan E, 2015).
During the tea break, I visited the poster area.
The fifth keynote speaker was Prof. TN Goh (吳桐毅) (SQI) and his presentation title named “Quality Professional under the Goal of Excellent Service” (以卓越服務為目標的質量專業). In the beginning, Prof. Goh showed different language to express Service and the red color one was Russia language because we had guests from Russia.
Then Prof. Goh showed a photo taken with Prof. A. Parasuraman who described Service Quality in details in 1988. The SERVQUAL service quality gap model came as a facilitator to measure, evaluate and manage quality analysis of services and had also named as a method of analysis of the deficiencies in service.
After that Prof. Goh compared the Four Great Inventions of Ancient China (papermaking, gunpowder, printing techniques and the compass) and so called Four Great New Inventions of Modern China (Dockless Shared Bicycles, High-speed Rail, Alipay and E-commerce); he found that they were developed from product to service.
And then he introduced 3C to maintain the excellence service. 3C were stand for Customer, Changes and Competiveness. He raised some examples for discussion such as McDonald, Nasi Lemak,
Prof. Goh quoted Mr. GE Tan presentation about 6 level of service. He explained some characteristics of service quality included good/bad unbalance, timeframe of quality performance, variety affected performance, Prosumerism, Sharing not one-way due, etc. Lastly, he used quality maturity process table to demonstrate from customer satisfaction to customer loyalty included their affect, timeframe and scope. Prof. Goh quoted Leo Tolstoy (1828～1910) statement that “Happy families are similar. Unfortunate families have their own misfortunes.” And then he changed the statement and concluded that “Success Services are similar. Failure Services have their own reasons.”
The sixth keynote speaker was Mr. Kent Zhang (張健) (Director, QM Office, Xiaomi Corporation) and his presentation topic was “Xiaomi striving for Excellent Service Quality” (小米邁向卓越服務品質). He told us he joined Xiaomi since May 2012 and explained that Xiaomi is an Internet company based on Mobile, Intelligence Hardware and IoT Platform as core.
Then he introduced that Xiaomi established on 6th April 2010 and IPO on 9th July 2018 in Hong Kong. Xiaomi only used 7 years to achieve 100B income that was faster than Google, Facebook, Apple, Alibaba, Tencent and Huawei.
After that Mr. Zhang described the Xiaomi Model named Cyclone Diagram (旋風圖) which related to three axis named Hardware, Internet and New Retail.
Finally, he explained Xiaomi’s Smartphone-Centered Strategy. Layer 1 is smartphones peripheral devices. Layer 2 is Smart Devices and Layer 3 is Lifestyle Products. They employed low margin high volume strategy. Xiaomi succeed to take 31% market share in India.
The seventh keynote speaker was Mr. Leo Liu (劉觀生) (Project Consultant, CSQ) and his topic entitled “The Essence and Quality of Service” (服務的真諦與品質).
Firstly, Mr. Leo Liu explained the Chinese character of Service in Matter and Human side. He integrated Eastern and Western understanding of service included Observation, Unique, Respect, Protect, Commitment and Delivery.
The model of the Essence of Service was proposed as following diagram. The essential result was brand effectiveness.
Lastly, Mr. Leo Liu introduced the Service System and Process from Matter to Human.
Prof. Yang Chunyan (楊春燕) and Prof. Xingsen Li (李興森) (Director & Deputy Director, Institute of Extenics and Innovation Methods, Guangdong University of Technology) were the last keynote speaker and their topic named “China's Original Discipline – Extenics and its application in Service Quality Innovation” (中國原創學科可拓學及其在服務品質創新中的應用). Prof. Yang briefed the research background such as contradiction problem in quality management.
Then Prof. Yang introduced the inventor of Extenics – Prof. Cai Wen who started to study this topic since 1976. The first research paper issued in 1983. After that a new discipline was born and Extenics included Extension Theory, Extension Innovation Method and Extension Engineering. Prof. Yang briefed the Extension Innovation Method and its Extension Analysis.
She also mentioned the Conjugate Analysis that all things could be considered into four dimensions and they were Nonmaterial Part and Material Part (Physical), Soft Part and Hard Part (Systematic), Latent Part and Apparent Part (Dynamic), as well as, Negative Part and Positive Part (Antithetic). After the extension, many ideas need to be transformed as solutions and strategies. The Transformation methods were discussed.
After that Prof. Yang briefed their internationalization progress and mentioned HKSQ supported in the 1st World Summit for Chinese Quality as one of keynote speech to promote to all Chinese Quality Professionals.
Finally, she introduced their achievement and issued articles in “China Quality” magazine through CAQ to promote Extenics into Quality field in China.
At the end, Prof. Yang discussed their Extension Model of Service Quality Innovation. It was based on Internet and Big Data support to classify the information using Extenics formulation as database for innovation.
After all keynotes presentation, WACQ representatives presented appreciation certificate to all keynote speakers and session chairs.
I also represented WACQ to present appreciation certificate to poster presenters and the middle one in the diagram was the best poster awardee.
Lastly, Ms. Wang Lin (王琳) (Deputy Secretary General) gave a close remark. Then Mr. GE Tan (陳敬賢) (Chairman, SQI) transfer the WACQ flag to Ms. Wang Lin, indicating that the next summit would be in Beijing.
Video of Flag transfer.
Aaron and I toasted to CAQ with Ms. Wang Lilin (王麗林).
Then HKSQ team toasted to each table and took some photos for memory.
Before the end of dinner, Mr. Leo Liu (劉觀生) gave his book and signed it to me.
The book named “Brand – Internal Management” (品牌: 內化經營).
Prof. Yang also received one book from Mr. Leo Liu.
China Association for Quality (CAQ) -
Chinese Society for Quality (CSQ) -
Singapore Quality Institute (SQI) -
Hong Kong Society for Quality (HKSQ) -
History (Past Events & Meeting);
20120526: The first meeting for the Chinese Quality Forum (華人品質論壇) -
20140314: Pre-Chinese Quality Forum (華人品質論壇) Dinner Meeting 2014 -
20140315: The 2nd Chinese Quality Forum (華人品質論壇) -
20150923: Pre-Chinese Quality Forum (華人品質論壇) Meeting & Dinner 2015 -
20151104: The 15th China Quality Award cum Chinese Quality Forum – Day 1
20151105: The 15th China Quality Award cum Chinese Quality Forum – Day 2
20151106: The 3rd Chinese Quality Forum – Day 3 Work Meeting & Visit TusPark
20160707: The Pre-World Alliance for Chinese Quality (全球華人品質聯盟(籌)) Meeting -
20160708: The 1st World Summit for Chinese Quality -
20160709: Post-WSCQ Seminar on Extenics (可拓學) and its application -
20160919: ANQ-CEC and Pre-WACQ Meeting & Dinner 2016 -
20171116: The 2nd World Summit for Chinese Quality – Part 1 -
20171116: The 2nd World Summit for Chinese Quality – Part 2 -
20171117: Post - World Summit for Chinese Quality (WSCQ) Technical Visit -
20181107: Per – The 3rd World Summit for Chinese Quality (WSCQ) Visit - https://qualityalchemist.blogspot.com/2018/11/per-3rd-world-summit-for-chinese.html
20181108: The 3rd World Summit for Chinese Quality (WSCQ) – Day 1 (Part A) - https://qualityalchemist.blogspot.com/2018/11/the-3rd-world-summit-for-chinese.html
20181108: The 3rd World Summit for Chinese Quality (WSCQ) – Day 1 (Part B) - https://qualityalchemist.blogspot.com/2018/11/the-3rd-world-summit-for-chinese_8.html
20181109: The 3rd World Summit for Chinese Quality (WSCQ) – Day 2 (Technical Visit) - https://qualityalchemist.blogspot.com/2018/11/the-3rd-world-summit-for-chinese_9.html