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Quality Management – Experience Sharing

Quality Management – Experience Sharing. 香港品質學會. Hong Kong Society for Quality. Peter Fung Vice Chairman 2 October 2013. Speaker’s Experience. Quality Engineer Quality Manager PMC Manager Production Manager Operations Manager Project Manager Management Consultant. Content.

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Quality Management – Experience Sharing

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  1. Quality Management – Experience Sharing 香港品質學會 Hong Kong Society for Quality Peter Fung Vice Chairman 2 October 2013

  2. Speaker’s Experience • Quality Engineer • Quality Manager • PMC Manager • Production Manager • Operations Manager • Project Manager • Management Consultant

  3. Content • History of Hong Kong Society for Quality • What is Quality? • How Quality work in Hong Kong? • How to become a Quality Professional? • Activities of Hong Kong Society for Quality

  4. Hong Kong Society for Quality (1)http://www.hksq.org • History Hong Kong Society for Quality, formed in 1986, was the World Partner of the American Society for Quality (ASQ) http://www.asq.org • Aims • To promote greater awareness of the need for quality in Hong Kong for ensuring product and service excellence • To provide continuing education to professionals involved in the quality and reliability disciplines

  5. Hong Kong Society for Quality (2) HKSQ is also a founding member of Asian Network for Quality (ANQ) http://www.anforq.org/ ANQ was established in 2002 with the objective of promoting quality for prosperity and integration in Asian countries. Bangladesh China Chinese – Taipei Dubai Hong Kong Kazakhstan Indonesia India Iran Japan Korean Nepal Pakistan Russia Thailand Singapore Vietnam

  6. What is Quality?

  7. Toyota’s largest recall in 2009 and 2010 • more than 8 million units were brought in for a potential problem involving sticky accelerator pedals • dealers were told to suspend sales of eight models • production of those models stopped temporarily

  8. Toyota’s largest recall in 2009 and 2010 • Toyota’s U.S. sales dropped 9% in February 2010 compared to the previous year, while Ford, GM, Nissan, Honda and Hyundai reported double-digit growth in the same time period

  9. Fukushima Daiichi Incident- Mar 2011 Before & After • 140,000 residents within 20 km of the plant were evacuated

  10. What is Quality? This question has been debated by many of the finest minds in history. Aristotle (亞里斯多德), a Greek philosopher and other great thinkers of his era debated the meaning of quality, and to Aristotle, quality was more of a personal preference.

  11. What is Quality? • Customers want quality that is appropriate to the price that they are prepared to pay and the level of competition in the market. • Key aspects of quality for the customer include: • Good design – looks and style• Good functionality – it does the job well• Reliable – acceptable level of breakdowns or failure• Consistency• Durable – lasts as long as it should• Good after sales service• Value for money “Quality is about meeting the needs and expectations of customers”

  12. How does Quality work? • Defect (failure) • Corrective action • Preventive action Source: Total Quality Management, Joel E.Ross

  13. A Product Manufacturing Company Major Functions: • Product Design & Development • Supplies & Logistics • Tools & Facilities • Production • Quality Control & Assurance • Marketing & Sales • Distribution Network

  14. Product Business Environment • Government • Rule & Regulations • Safety Standard-UL,CSA, CE • Customers • Users • Retailers • Agents • Technology • New Materials • New Processes • New Products • Shareholder • P/L • Branding • Competitors • local Manufacturers • Trading companies

  15. Product Quality Planning – 1980’s • Product Description and Applications • Bill of Materials and Assembly Drawings • Incoming Quality Control • Production Process Quality Control • Safety Standards • Hurdle Testing • Acceptance Quality Level (AQL) • Corrective and Preventive Actions Example: Content of Product Quality Plan of Eveready (US)

  16. Quality Management System (ISO9000) – 1990’s • Documentation • Manual, procedures and instructions • Management Responsibility • Customer focus, policy, planning and review • Resources Management • HR, infrastructure and work environment • Product Realization • Design & development, purchase, measuring equipment • Measurement, Analysis and Improvement • Monitoring, nonconforming product, data analysis and corrective & preventive actions

  17. Total Quality Management (TQM) – 1990’s • Example Model of TQM

  18. A Service Provision Company Example: Rehabilitation Centre to provide vocational training and supported employment services to people with disabilities (Social Service Sector in Hong Kong)

  19. Example: Quality Model of a Rehabilitation Centre in Hong Kong Families Clients Employees Service Quality Learning & Growth Internal process Employers Missions & Visions Government A Service Provision Company Public

  20. Service Quality Standard – 2000 (Social Welfare Dept) • Provision of service information (服務資料) • Policy and procedures (檢討及修訂政策和程序) • Activities records (運作及活動紀錄) • Responsibility and authority (職務及責任) • Human resources (人力資源) • Planning and evaluation (計劃、評估及收集意見) • Finance (財政管理) • Legal compliance (法律責任) • Safety and Environment (安全的環境) • Admission and withdraw (申請和退出服務) • Individual assessment (評估服務使用者需要) • Informed choices (知情的選擇) • Personal property (私人財產) • Privacy security (私隱和保密) • Compliant (申訴) • Violation (免受侵犯)

  21. Transfer of Quality System • Trigger point (Economic Reform of China, Earthquake, etc.) • Change agent (Management, Government) • Investment is minimum (Economic concern) • Localization (Quality Professionals)

  22. Continuous Learning (1) Other Management systems in HK and Gobal : • ISO 14000 (Environmental) • OHSAS 18000 (Occupational Health & Safety) • OIMS (Operations Integrity) • ISO 26000 (Corporate Social Responsibility) • ISO 27000 (Data Security)

  23. Continuous Learning (2) Quality Tools: • 5S (五常法) • Muda – Lean (精益管理) • QCC (品質圈) • 7 Tools & New 7 Tools • Statistical Process Control

  24. Continuous Learning (3) Qualifications: • Certified Quality Engineer • Certified Quality Auditor • Certified Quality Manager • Certified Six Sigma (Green Belt, Black Belt, etc.)

  25. Challenges to Quality Professionals • Role of Quality Personnel (Policeman/ helper)? • Resources to Quality activities (Cost/ saving)? • Training & Qualification?

  26. Hong Kong Society for Quality (HKSQ) – P.1

  27. Hong Kong Society for Quality (HKSQ) – P.2

  28. HKSQ Certificated Professionals • Certified Quality Engineer (CQE) • Certified Six Sigma Green Belt (CSSGB) • Certified Six Sigma Black Belt (CSSBB) • Certified Laboratory Quality Specialist (CLabQS)

  29. Workshop on Body of Knowledge for Quality Engineer Workshop on Body of Knowledge for Manager of Quality / Organization Excellence Workshop on Body of Knowledge for Six Sigma Black Belt Bridge course for Six Sigma Black Belt Certificate Course in Quality Management for Laboratory • Workshops/ Training Courses In 2012 • (3x) • (1x) • (1x) • (1x)

  30. Student Project Competition:Industrial Experience for Students (since 2003) • Objective: The student project competition offers an opportunity for students to work on an actual industrial case and propose resolution. This allows them to gain experience of resolving an industrial problem. • Eligibility: University students in Industrial, Manufacturing, Quality or related disciplines.

  31. Student Project Competition:Industrial Experience for Students - 2013 Sponsor: Techtronic Industries Co. Ltd. Champion:The City University of Hong Kong (Song, Mak & Tung) 1st Runner Up:The Hong Kong University of Science and Technology (Argemi, Gupta & Agustino) 2nd Runner Up:The City University of Hong Kong (Fan, Lam, Kwok & Lau)

  32. Technical Visits - 2012 • Dialogue in Dark - 16th March 2013 • Study Mission on Service Quality Management in Singapore – Feb 2013 • Operations of Ngong Ping 360 Cable Car held -23rd November 2012

  33. Seminars - 2012 • Seminar on “Quality Excellence Model” • Seminar on "Supply Chain Management” • Seminar on “QFD Series – Quality Table” • Seminar on “Quality Management in India” • Seminar on “Historical development of Sheng Wan Hong Kong Island for the past 100 years”

  34. The 4-day event was hosted by HKSQ in collaboration with CAQ and HKUST 398 delegates from 21 countries and territories attended the Congress ANQ Congress 2012 Organizer: Co-hosts:

  35. HKSQ Membership • Student members • undertaking a full-time study programme recognized by the Society • will enjoy all the benefits of a regular member except that they cannot vote in elections • can enjoy a discounted membership fee of HK$50 per year • Individual members • network with other quality minded professionals • benefits refer to www.hksq.org • Corporate members • Corporate member is by invitation • benefits refer to www.hksq.org

  36. Coming Immediate Events • Seminar of Design Of Experiments in Service Quality – 22 Oct 2013 • Seminar of Innovation in Service Delivery – TRIZ in IT system development and Retail modeling - 1 Nov 2013 • Student Project Competition 2014

  37. Internet Communication Group HKSQ LinkedIn Group (Established since 2009) HKSQ Facebook Group (Established since 2010) HKSQ Twitter Group (Established since 2010)

  38. HKSQ ASQ • Visit • Workshop • Training • Seminar • Certificated Professionals • Student Project Competition www.hksq.org (Work Locally) • Journal • Conference • ASQ Certification • Knowledge Center • Communities • www.asq.org • (Think Globally)

  39. Why to make product and service excellence? • Is quality just a matter of making sure that our • products or services conform to specifications, • meet customer’s needs, • etc.? • Is it all about numbers? —like • 3.4 defects per million opportunities (Six Sigma), • zero customer complaints, • 95 percent of phone calls answered within three rings, • 98-percent on-time delivery? • We should make good products or provide excellent service because, as a responsible person, it's the right thing to do.

  40. Quality is built in your customers’ mind Have you lost confidence in Toyota vehicles, or not? Do you believe it IS or is NOT safe to ride in a Toyota vehicle?

  41. Quality is built in your customers’ mind Have you lost confidence in Toyota vehicles, or not? Do you believe it IS or is NOT safe to ride in a Toyota vehicle?

  42. Hong Kong Society for Qualityhttp://www.hksq.org Q & A

  43. Hong Kong Society for Qualityhttp://www.hksq.org

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