IAQ General Meeting in Japan 2022 – Day 2

The IAQ General Meeting in Japan 2022 was held online & onsite on 28-30 Sep 2022. In Day 2, Acn. Shinichi Sasaki (President, IAQ) gave welcome speech. Zoom group photo online was captured for memory. 

This session reported different IAQ Think Tank activities and the first speaker was Mr. Raul Molteni. He reported the Quality in Governance Think Tank (QiGTT). Firstly, he mentioned the purpose of QiGTT that is to “Determine which Quality Principles and Tools could bring benefits to Boards of Directors and Trustees. Make them friendly and foster their use.”

Mr. Raul Molteni said their main targets are board of directors (SMEs) and owners (Startups). And then he showed the future in Corporate Governance Project Process as the quality guide for boards use.

The second speaker was Mr. Kamran Moosa and he introduced Quality in Education Think Tank (QiETT) progress report. QiETT aims to be a useful and impactful IAQ space that helps in defining, improving, and providing access to quality in education and its improvement.

Then Mr. Moosa briefed their research papers, book publication and activity plan including white paper, webinars, sharing best practices, cross country join research, etc. Finally, he showed QiETT quality themes including management system, academic processes and online education.

The third speaker was Mr. Miroslav Drljaca and he introduced the Quality in Logistics Think Tank (QiLTT). It is a new TT and he had sent an invitation to all IAQ members to join the work. There are 15 members now. 

There were three key incidents happened in the world that had a significant impact on the quality of logistics processes and supply chains.  They are Pandemic, Blockade of the Suez Canal and War in Ukraine. QiLTT held some meeting to research whether a lack of quality a cause of disruption in logistics and supply chains problem. They would like to create and offer a model of logistics process that would function even in crises.  Lastly, he introduced the coming activities.

Dr. Catherine Chan was the fifth speaker and she reported the Voice of Customer Think Tank (VoCTT). It is also a new TT and they held 14 meetings in 4 months (Jun to Sep 2022).

She said the TT could like to propose a generic framework which could be used by organizations of all kinds on fully exercising the VoC process. The VoC process was stated including five steps as following diagram.

Mr. Bob King was the sixth speaker and he introduced the Quality in Healthcare Think Tank (QiHTT). QiHTT aims to adopt advanced quality and innovation tools to solve the toughest social problems in Health Care and to support the UN Sustainable Development Goals. He consolidated history stories and remembered a system called OGSM (Objective Goal Strategy Measures). Mr. Bob King said to think about our role in QiHTT and apply innovation and advanced technology.

Lastly, Mr. Lars Sorqvist for Mr. Willy Vandenbrande to report the Quality in Planet Earth Concerns Think Tank (QiPETT). The mission of TT is to brining Planet Earth Concerns to the mainstream of Quality Management and introduce Quality Management into Planet Earth Concerns.

Then Mr. Lars Sorqvist reported they had two weekly meetings and topics including Quality Sustainability Award (QSA), publications and concrete project. The QSA schedule was discussed.

After TTs reporting, Dr. Beth Cudney represented treasurer report. We have health financial report so far. The next IAQ Meeting will be in USA during ASQ WCQI on 10 May 2023.

Finally, Mr. Jim Duarte shared an information about Business Transformation & Operational Excellence Summit (BTOES) and collecting IAQ ideas about the topics.

Lastly, Acn. Shinichi Sasaki (President, IAQ) gave the closing remarks.

End of Day 2.

Reference:

IAQ website - https://iaq.wildapricot.org/

IAQ General Meeting:

2011: ASQ World Conference - IAQ Meeting - https://qualityalchemist.blogspot.com/2011/05/asq-world-conference-iaq-meeting.html

20160514: The International Academy for Quality (IAQ) General Meeting and Dinner - https://qualityalchemist.blogspot.com/2016/05/the-international-academy-for-quality.html

20170922: The International Academy for Quality (IAQ) General Meeting and Dinner during ANQ Congress 2017 - https://qualityalchemist.blogspot.com/2017/09/the-international-academy-for-quality.html

20180921: The International Academy for Quality (IAQ) General Meeting and QiETT Symposium - https://qualityalchemist.blogspot.com/2018/09/the-international-academy-for-quality.html#more

20200508: IAQ Zoom Meeting 2020 - https://qualityalchemist.blogspot.com/2020/05/iaq-zoom-meeting-2020.html

20200721: IAQ Zoom General Meeting 2020 - https://qualityalchemist.blogspot.com/2020/07/iaq-zoom-general-meeting-2020.html

20200915: IAQ Zoom Exco Meeting regarding Support Transition - https://qualityalchemist.blogspot.com/2020/09/iaq-zoom-exco-meeting-regarding-support.html

20201020: IAQ General Meeting 2020 (Online) - https://qualityalchemist.blogspot.com/2020/10/iaq-general-meeting-2020-online.html

20210331: IAQ Leader Meeting 2021 (Online) - https://qualityalchemist.blogspot.com/2021/03/iaq-leader-meeting-2021-online.html

20220519: IAQ General Meeting 2022 – Day 1 (Online & Onsite) - https://qualityalchemist.blogspot.com/2022/05/iaq-general-meeting-2022-day-1-online.html

20220520: IAQ General Meeting 2022 – Day 2 (Online & Onsite) - https://qualityalchemist.blogspot.com/2022/05/iaq-general-meeting-2022-day-2-online.html

20220928: IAQ General Meeting in Japan 2022 – Day 1 - https://qualityalchemist.blogspot.com/2022/09/iaq-general-meeting-in-japan-2022-day-1.html

IAQ Symposium and Forum:

20120803: ANQ Congress 2012 - Day 2 (The IAQ session entitled "Quality in Healthcare”) - https://qualityalchemist.blogspot.com/2012/08/anq-congress-2012-day-2.html

Leaflet - http://www.hksq.org/anq2012/doc/IAQ_Session_02082012.pdf

20131018: ANQ Congress 2013 Bangkok – Day 2 (The 2nd IAQ/ANQ Symposium) - https://qualityalchemist.blogspot.com/2013/10/anq-congress-2013-bangkok-day-2.html

20150924: ANQ Congress 2015 Taipei – Day 2 (The 4th IAQ/ANQ Symposium) - https://qualityalchemist.blogspot.com/2015/09/anq-congress-2015-taipei-day-2.html

20151025: IAQ World Quality Forum 2015, Hungary – Welcome Cocktail - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary.html

20151026: IAQ World Quality Forum 2015, Hungary – Day 1 - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary_26.html

20151027: IAQ World Quality Forum 2015, Hungary – Day 2 - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary_27.html

20151028: IAQ World Quality Forum 2015, Hungary – Gala & Networking Dinner - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary_28.html

20160514: The International Academy for Quality (IAQ) General Meeting and Dinner - https://qualityalchemist.blogspot.hk/2016/05/the-international-academy-for-quality.html

20171013: The 2nd IAQ World Quality Forum 2017 in Bled, Slovenia - https://qualityalchemist.blogspot.com/2017/10/the-2nd-iaq-world-quality-forum-2017-in.html

20180921: The International Academy for Quality (IAQ) General Meeting and QiETT Symposium - https://qualityalchemist.blogspot.com/2018/09/the-international-academy-for-quality.html#more

20191206: The 3rd IAQ World Quality Forum & 13th Shanghai International Symposium - https://qualityalchemist.blogspot.com/2019/12/the-3rd-iaq-world-quality-forum-13th.html

IAQ General Meeting in Japan 2022 – Day 1

 The IAQ General Meeting in Japan 2022 was held online & onsite on 28-30 Sep 2022. In the beginning, Acn. Elizabeth Keim (Chair, IAQ) gave opening speech and Acn. Shinichi Sasaki (President, IAQ) gave welcome speech. I captured a group photo online for memory.

Then Acn. Elizabeth Keim presented certificates to new members. The first new member is Dr. Hiroe Tsubaki.

The second new member is Mr. Edwin Garro. After their self-introduction speech, Liz presented certificate to them.

And then Acn. Shinichi Sasaki announced Dr. Noriaki Kano awarded the 1st Quality Laureate.

Dr. Gregory Watson introduced Dr. Kano’s theory of Attractive Quality. Dr. Watson remembered his first meet with Dr. Kano in the middle of 1980 and listening Dr. Kano’s talk about TQC. Then Kano model affected to Japan, USA and Europe. Finally, Dr. Watson congratulated Dr. Kano for his award.

Prof. Yoshinari Iizuka gave congratulation speech to Dr. Kano.

Mr. Janak Mehta gave congratulation speech to Dr. Kano. He appreciated Dr. Kano as one of founder of ANQ for 20 years ago.

Mr. Yukihiro Anda gave congratulation speech and introduced Dr. Kano’s contribution in TQM.

After that Acn. Elizabeth Keim presented the 1st IAQ Quality Laureate award to Dr. Noriaki Kano.

Dr. Noriaki Kano was the award speaker and his topic named “Let’s Look into and Analyze the Research Process”.  Firstly, he briefed his graduate student years involvement in reducing defectives on product. At this time, he aware a gap between consumers’ satisfaction and defective reduction.

And then Dr. Kano develop the survey method for M-H property for product quality based on Theory of Herzberg (where M – Motivation and H – Hygiene). After that he added philosophy into quality and developed Kano Model.

Finally, he briefed the life cycle of quality element and verified at different time line among 1983, 1989 and 1998 that covered Indifferent Q, Attractive Q, One-Dimension Q and Must-Be Q.

Lastly, Dr. Kano introduced ANQ establishment and task achieving QC story, as well as, integrated procedure for quality management.

During the break, group photo was taken with Dr. Kano.

Dr. Kano family group photo.

The first speaker was Mr. Kentaro Hyakuno (Representative Director and Group Executive VP, COO, Rakuten Group, Inc.) and his topic entitled “Rakuten Group TQM”. Firstly, Mr. Hyakuno introduced Rakuten Group and their vision is to be “Global Innovation Company” and Mission is to “Contribute to society by creating value through innovation and entrepreneurship”. Rakuten group’s strength is “Innoperation” (Innovation plus Operation).

And then Mr. Hyakuno briefed the history of Rakuten Group TQM from QCC to TQC and then to TQM. He mentioned their five key activities including KPI introduction, Basic skill enhancement, QA for service, Standardization involved release check and process quality check.

Finally, he summarized Rakuten Group from TQM 1.0 to 3.0 and it looks like ecosystem management that means to manage quality of business processes and customer journey for the ecosystem.

The second speaker was Prof. Pedro Saraiva and his presentation named “Quality in Europe: moving towards Quality 4.0 and Quality 5.0”. In the beginning, Prof. Saraiva said quality 4.0 is come from industry 4.0. He stated CQI studied to clarity concept and implementation of Quality 4.0 but the survey showed that more than 50% of company without clear vision and strategy included Quality 4.0. 

Prof. Saraiva employed Society 4.0 into quality 4.0 and considered boarder the scope and use capital letter to present it as QUALITY 4.0.

Lastly, he used the Toyota way as model to enhance QUALITY 4.0 to QUALITY 5.0 that includes sustainability, Marco-Quality, Human Centered Quality of Life.

The third speaker was Mr. Yukihiro Ando and his topic was “Quality Trends in Japan(?)”. Mr. Ando discussed the direction of TQM and JSQC standards.  Firstly, he mentioned value of customers’ experience and separated into service dominant logic and goods dominant logic. 

Then he discussed key concepts of TQM from now that is “Go ahead by Business Model” including latent value and social issues.

Lastly, Mr. Ando briefed the JSQC standards and the Guideline for TQM is under translation from Japanese to English. The guideline includes basics of TQM, formulation of clear customer-oriented and social-oriented business objectives and strategies, development of the TQM promotion plan, diagnosis and review, as well as, practicing TQM for sustained success.

After lunch, the fourth speaker was Dr. Beth Cudney and her topic entitled “Analyzing the Voice of the Customer in the Era of Quality 4.0”. Her talk content included Quality 4.0, Case Study and Kano model in the era of Q4.0. She quoted LNS Research framework on Quality 4.0.

Then Dr. Beth Cudney introduced Kano Model and her research methodology. Firstly, it is to determine attributes for the study. Then to develop and disseminate Kano survey. Analyze the results and validate categories afterward. To check the internal consistency of the survey and finally evaluate the differences in the response pattern.

After that she shared the analysis of the results to identify each attribute of teaching effectiveness categories. She was found that 2x Attractive Q and 19x One-dimension Q were observed.

At the end, Dr. Kano gave comment and discussed with Dr. Beth Cudney on her analyzed data.

The last speaker was Prof. Thomas Friedli and his presentation title was “From Quality Metrics to Quality Management Maturity and Beyond”. Firstly, he introduced St. Gallen University and its operational excellence research. He said Operation Excellence (OPEX) is a philosophy that directs an organization towards continuous improvement. They are pioneer for OPEX in Pharma research.

Then Prof. Friedli briefed the sand cone model that consisted Costs, Speed, Reliability and Quality.

After that he introduced the St. Gallen OPEX model framework that includes technical and social sub-system under TPM, TQM and JIT.

Finally, Quality Maturity and Quality Behavior were discussed under culture of the model. They are positive linear relationship. Prof. Friedli concluded that IAQ should take a role in bringing relevance and real-world complexity back to quality profession.

End of Day 1.

ESG Webinar – Key Performance Indicator (KPI) Strategy 2.0

The Executive Study Group (ESG) webinar named “Performance Management – Key Performance Indicator (KPI) Strategy 2.0” was held by Asia Pacific Institute for Strategy Limited (APIFS) on 27^th Sep 2022.   In the beginning, Dr. Mark Lee briefed the background, history, and goal of Asia Pacific Institute for Strategy Limited (APIFS). Before the webinar, Dr. Mark Lee surveyed participant and found that 40% employed 1-5 KPIs and 31% used 6-10 KPIs. It is very common tools. 

Firstly, Dr. Mark Lee introduced today’s content including KPI’s objective, five traps, strategy maps and its implementation, as well as, strategic alignment. He said conventional performance measure of KPI related to financial data. Apart from financial measures, he briefed some non-financial measures such as customer loyalty, employee satisfaction, etc.

Then he introduced five traps of KPIs. The first trap is “Not Linking to Strategy”.  Most company employed Kaplan and Norton’s Balanced Scorecard directly (like copycat) but not focused on their strategy. Company should dip deep to discover and track the activities so as to align with their strategy.

The second trap is “Not Validating the Links”. Dr. Lee said even though you set KPI with link but do you validate the link are effective and right? Sometime too many KPIs that difficult to manage your business. Moreover, not every KPIs are equal importance so that we need to assign weightings. Then he surveyed again and 47% responded KPI is effective.

The third trap is “Not Setting the Right Performance Targets”. KPI should set to the right target. Customer satisfaction could set upto 100% but it is not right level to balance. Time should be also considered including short-term and long-term.

The fourth trap is “Validity and Reliability”. Dr. Lee showed a bias survey with not even distributed grading that could cause bias. And he quoted Uniqlo selection rule for promotion idea that advertisement with 60% agree and 40% disagree by internal vote to be selected. Impressive to customer is Uniqlo strategic goal.

The last trap is “Sticking to Your Numbers Too Long”. If you have 20 KPIs, it may be too many without weighting to priority.  Dr. Lee said KPI should be updated frequency so as to match the changing environment. 

After that Dr. Lee discussed the value of strategy map that provided a clear line of sight that jobs are linked to the overall objectives of the organization. The KPI 2.0 is based on balanced scorecard added cause-and-effect link.  The implementation sequency is considered Customer Perspective first, and then Internal Process Perspective (Time-Horizon: short-term for improvement and long-term for innovation). Learning and Growth Perspective followed and considered to be Learning Organization. Lastly, Financial Perspective would be the outcome after increasing shareholder value.

Finally, he compared the financial measures and non-financial measures. When KPIs aligned with strategy, gaps can be discovered for effective fine-turn. 

At the end, Dr. Mark Lee surveyed about which strategy implementation is the most difficult. The results were found to be even distribution.

Reference:

Asia Pacific Institute for Strategy Limited (亞太策略研究所有限公司) – www.apifs.org

ESG facebook - https://www.facebook.com/groups/esg08

Previous talks summary:

https://qualityalchemist.blogspot.com/search/label/Executive%20Study%20Group