Quality Alchemist (品質煉金術師): HKSQ Seminar on Design Thinking for Quality Management

2019年8月16日星期五

HKSQ Seminar on Design Thinking for Quality Management

HKSQ and SEEM Dept., CityU co-organized a seminar named “Design Thinking for Quality Management” on 16th Aug 2019. I (Chairman, HKSQ) was honor to invite Mr. David T.W. Chung (Founder and Senior Partner of InnoEdge Consulting) to be our guest speaker. Design Thinking (DT) is very hot topic worldwide now and many innovators employ this innovative tools for focusing on customer’ unmet, hidden and potential needs. Integrating Design Thinking approaches with improvement initiatives introduced the ‘human-centered’ element into focus. This seminar aimed to introduce Design Thinking and its application in quality improvement.

Before the seminar, I introduced guest speaker, HKSQ coming activities and AGM through our website, as well as, this blog to search past events related to Design Thinking (DT). I attended different DT seminars since 2015 (See reference).

Mr. David T.W. Chung (Founder and Senior Partner of InnoEdge Consulting) was the first speaker and he had managed over 200 innovation training classes in past 5 years. Firstly, he asked us what design thinking is and let’s discuss in short time. Some members thought it is customer focus and innovative tools.

Then Mr. David Chung explained DT is one of the most recognized innovative problem solving methods and founded by d.School of Stanford University. It’s Innovative Human Centered Approach is the intersect among Feasibility, Viability and Desirability. He also mentioned continuous improvement included improving quality in Products and Services, Users’ daily activities and Users’ life.

And then he introduced almost 80 sets of Human Centered Tools. Some survey found that developing corporate innovative advantage through DT increased 211% in 2015 (Design Management Institute, 2015).

After that Mr. David Chung briefed Harvard Business Review to promote DT in Sep 2015 and Sep 2018, respectively. Then he introduced one country using Design Thinking successfully. It is Singapore!

Singaporean Prime Minister Lee Hsien Loong said “Because good design thinking was a key reason for our successful journey from third world to first.” Then David introduced his good friend Mr. Daryl Lim (Co-founder of DesignThinkers Academy) who is Singapore and Asia representative of DesignThinkers Academy. Mr. Daryl Lim briefed his experience in Singapore to us. He also discussed with us how to use design thinking to modify the door of this room. (Remark: He is also worked closely with Singapore Quality Institute (SQI) which is ANQ member same as HKSQ. We had common friends in SQI such as Mr. GT Tan & Mr. Kitson Lee.)

After that David introduced his papers employed Hong Kong cases to be published in International Society for Performance Improvement (ISPI).

The second speaker was Mr. Persy Y.W. Chung (Program Director, Insurance Sector, InnoEdge Consulting Limitied) and he introduced some practicable cases to us. The first case is Starbucks Coffee that drawing for leisure customer during waiting time. The other location case was Star Industrial Co Ltd (紅A).

And then Mr. Persy Chung briefed how human-centered approaches to let customer from satisfaction to connections. It could help to fulfill of unmet, hidden and potential demands of people.

Two cases in Japan and Korea such as Toyota and Samsung were quoted. The application of design thinking road map from 12 months to 10 years for Samsung was discussed.

Finally, David used Transsion mobile as a case study to conclude that using DT to solve the customer pain point could innovate the unbelievable result.