The 14th Hong Kong Quality Management Convention

I was honor invited to be a honorary guest for the Fourteenth Hong Kong Quality Management Convention (QMC) which organized by Hong Kong Quality Management Association (HKQMA) held on 6 Dec 2018. The theme of this Convention is “The Core for Business Excellence”.  

I met many friends and took a photo for memory before the seminar.  Photo with Dr. Mickey Li (Chairman, SZAQ) and Mr. Li Gaoshuai (李高帥) (Deputy Secretary-General, CAQ).

Photo with HKQMA friends. (Left: Dr. Frankie KS Lam (Chairman, HKQMA), Mr. John Lee (Assistant Manager, Autopilot Leadership Lab, LKK Health Products Group Ltd.), Dr. Mark MW Chan (President, HKQMA), Dr. Victor Lo (President, ISIHK) and I (Chairman, HKSQ)).

I met Prof. Huang Yongheng (黃永衡) (Vice-Chairman, Guangdong Association for Standardization) who is expert in the committee of ISO/TC 28 and ISO/TC 142/WG2. 

Photo with Dr. Gavin Chau (Hon. President, HKQMA; Executive Associate Dean of CityU of Macau) and Dr. Victor Leung (Vice Chairman, Knowledge Management Development Centre)

Dr. Ivan Ng (Coop, HKSQ) also attended the convention.

In the beginning, Dr. Mark MW Chan (President, HKQMA) gave welcome speech. 

Then group photo of all speakers was taken.

Mr. Li Gaoshuai (李高帥) (Deputy Secretary-General, CAQ) was the first keynote speaker and his topic entitled “User Satisfaction” (用戶滿意經營). Firstly, Mr. Li discussed if enterprise’s product was found no different advantages on functionality or quality with their competitor, what should be done?

Back to the basic, using TQM focused on user (End user).  He then quoted President of Coca Cola statement that they could be recovery within very short time if all Coca Cola plants were fired at one night.  It indicated that the foundation of business system was Trust. 

Finally, Mr. Li shared his view on the Enterprise’s Future and the Future of Enterprise.  Enterprise’s Future was to build the trust system between user and company.  The Future of Enterprise would be service provider and focused on customer.

The second keynote speaker was Mr. George Lau (Manager – System Assurance, Kum Shing Group) and his topic named “Quality Journey of Kum Shing Group”.  Firstly, he introduced Kum Shing Group services included Power, Railway and Airport.  They got ISO 9001 before 1997 and then implemented Integrated Management System. 

Mr. Lau said that they employed 6A Project – Performance Excellence Model which included Leadership, Strategic Planning, Customer Focus, Operations Focus, Workforce Focus and Measurement, Analysis & Knowledge Management.  In Customer Focus, they were the first in the construction industry to initiate the “Community Relations Ambassador” (CRA) starting from 2008.  The program aimed at providing excellent customer service and retaining customer satisfaction.

Lastly, Mr. Lau briefed their Quality journey and expected the future to be extended client focus to care about public by using digital technology.  At the end, he introduced the Quality Improvement and Experience Sharing Convention (QIESC) 2019 that Kum Shing would be the host organizer.  

Dr. Mickey Li (李榕) (Chairman, SZAQ) was the third keynote speaker and his presentation topic named “Exploration of Greater Bay Area Quality Alliance Work” (大灣區品質聯盟工作的探索).  

The Guangdong-Hong Kong-Macao Greater Bay Area (Greater Bay Area) comprises the two Special Administrative Regions of Hong Kong (香港) and Macao (澳門), and the nine municipalities of Guangzhou (廣州), Shenzhen (深圳), Zhuhai (珠海), Foshan (佛山), Huizhou (惠州), Dongguan (東莞), Zhongshan (中山), Jiangmen (江門) and Zhaoqing (肇慶) in Guangdong Province.

And then Dr. Li proposed to form alliance in the region for high quality development and collaborated each quality associations / societies to enhance the quality level in the Greater Bay Area.  The summary of regional quality associations / societies were discussed. (Remark: I observed HKSQ and HKPC were missing in the Hong Kong region that HKSQ was responsible for international and regional conference and HKPC was responsible for Quality and Productivity Award in Hong Kong.)

At the end, Dr. Li raised 11 principles for the Greater Bay Area Quality Alliance (GBAQA) included Receiving opinions like the sea contains rivers (海納百川) , Sharing Resource (資源共享), Study through Benchmarking (標桿學習), Annual General Meeting (年度安排), Advice (建言献策),  Honoring Excellence (表彰優秀), Benchmarking the world (對標世界), Chairman Rotation System (輪值制度), Establishing Think Tank (建立智庫), Data System (數據系統) and Future Development (未來發展).

Before finished the morning session, Dr. Frankie KS Lam (Chairman, HKQMA) gave appreciation speech to all guests, speakers and participants.

During lunch, Ivan and I met Mr. Oscar Chu (Deputy General Manager, The Macao Water Supply Company Limited).

In afternoon parallel session, I attended session 2 and met Prof. Li Ming (李明) (School of Mechatronics Engineering and Automation, Shanghai University). We took a photo for memory.

Prof. Li Ming (李明) (School of Mechatronics Engineering and Automation, Shanghai University) was the first speaker in this session and his topic entitled “National Quality Infrastructure and Application for Future Quality” (面向未來質量的國家質量基礎及應用).  Firstly, Prof. Li discussed that China had accumulated 1.767 million ISO certificates in 2017 but our quality level did not reach international level. 

Then he suggested the future manufacturing in different dimension included Product, Process, Research and Culture as well as Big Data circle.  

And then Prof. Li introduced the evolution from PDCA to AMOMI that stated for Assumption, Modeling, Operate, Measurement, and Improvement.

Lastly, Prof. Li concluded that the industry transformation and upgrading through the development of standards. 

The second speaker in parallel session was Mr. Kevin Ye (葉銀) (Executive Director & CEO, Modern Classic Hotel) and his topic named “Innovative breakout of the Theme Hotel” (主題酒店的創新突圍).  Firstly, he played a video (摩登克斯酒店-智能篇) to introduce his hotel.

Mr. Kevin Ye said that innovation could maintain enterprise competitive edge.  If no standard, personalization is no meaning and only slogan.  He shared two success factors of Theme Hotel.  The first factor was based on theme selection which related to culture and unique.  The second factor was high entry cost that difficult to copy or replace.

In the other session, Dr. Jowie Yu (Autopilot Leadership Lab, LKK Health Products Group) performed a workshop named “Leadership Re-upgrade – Autopilot Leadership Interaction Workshop”.  Dr. Victor Lo attended in this session.

Then I attended the parallel session 1 after tea time.  

The third speaker in the session 1 was Mr. Edrey PK Leung (Training Promotion & External Affairs Sub-Committee Chairman, WIT Council) and his topic named “Work Improvement Team of MTR Corporation”.  In the beginning, Mr. Leung introduced their WIT and Vision, Mission and Value.  

Mr. Edrey Leung said “I hear, and I forget; I see, and I understand; I use, and I remember”. Therefore, they employed and sustained the WIT momentum through engaging staff in on-going initiatives.  

Finally, Mr. Leung summarized WIT key successful factors included management support, regular communication, active stakeholder engagement and training, as well as, WIT annual presentation. 

The third speaker was Mr. Louis Mah (Director, Information Technology, Maxim’s Group) and his presentation topic was “Enhancing Customer Experience”.  Mr. Mah briefed Maxim’s group founded in 1956 which was a leading food & beverage company comprising of Chinese Asian and European restaurants, quick service restaurants, bakery shops and catering services.  

Then Mr. Mah introduced their IT systems covered Manufacturing, Store Solutions, Supply Chain/Finance/HR, Digital, DB Administrator, Infrastructure, Help Desk and Business Intelligence. And then he mentioned Maxim’s APPs 2018 and its function included membership, point system, promotion and rewards, table reservation, remote QRS ticket and online order.

Finally, Mr. Mah briefed their digital strategy that changed from static websites to eMarketing websites and then to eCommerce websites.  Some innovation initiatives were briefed such as Chatbot, Touch & Face ID, Mobile Payment, Location Based Message, Pre-order & Pickup / Delivery, Queue Reservation System, Central Patch & Upgrade Management, etc.  

After that I returned to the session 2 and attended the last speaker Dr. James HW Shen’s talk.  We took a photo for memory.

Dr. James HW Shen (Assistant Professor / Program Director, Faculty of International Tourism and Management, City University of Macau) was the last speaker and his presentation named “Service Quality in Tourism”.  Dr. Shen briefed the content included Service Sequence, Standardization and SOP. 

Then Dr. Shen mentioned Engineering and Systems approach to service quality enhancement, as well as, development of Organization Culture and Human Capital.  Developing Hospitality Culture, it could be considered as management change process included company’s philosophy, mission statement and guiding principles.  He explained quality service in the hotel was standard service plus personal service.  Dr. Shen employed Kano Model to explain each hotel services in different dimensions.  

At the end, Dr. Shen shared some good service practices in hotel included “Welcome your customer by heart”, “Follow Service Standards”, “Accuracy of the order”, “On time delivery”, “Same service treatment” and “Invite customer to come again”. 

Reference:

HKQMA - http://www.hkqma.org/

HKSQ - www.hksq.org

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