The results of the annual HKMA Quality Award, one of the most prestigious business awards in Hong Kong, were proudly announced by Mr Alfred Chan, Chairman of the Award Organizing Committee, during the press conference of the Award held today (10 June 2002) at the Grand Hyatt Hong Kong Hotel.
Ricoh Office Solutions was awarded the Overall Winner in recognition of their distinguished success and achievements in Total Quality Management and Hong Yip Service Company Ltd was awarded the Certificate of Excellence. Two other outstanding companies, HSBC Insurance (Asia-Pacific) Holdings Limited and Jones Lang LaSalle - Property Management Division were awarded the Certificates of Merit simultaneously.
As stated by Mr Alfred Chan during the press conference, "we have been delighted with the number and variety of companies entering for the Award - 20 in total. This seems to us a significant step in the quality journey within Hong Kong, proof that quality management and leadership are important factors leading to success and growth, irrespective of an organization`s nature or size."
Dr T Y Lee, Chairman of the Board of Examiners, further added that the Examiners were especially pleased to note that "all the finalists are very dedicated and serious about the Award as demonstrated by their top management involvement and excellent teamwork during the Examiners Workshop."
The comments of the Board of Examiners on each winning company can be summarized as follow:
Ricoh Office Solutions - Overall Winner
The Examiners are impressed with the environment and culture that Ricoh has created for its staff which allows it to strive for quality service, efficiency and effectiveness. Structured and systematic approaches are adopted to ensure that daily operations and initiatives are smoothly implemented.
Its senior management has set clear vision, mission and core values that reflect its three-year goals and that synchronize the changing needs of all stakeholders. Ricoh has also established a well-structured communication system for strategy execution and review. The strategic planning process is systematic and well defined.
Value-added services are developed to address the special needs of different customer segments and different channels are also established to listen to customers and collect their input in the process of designing business plans.
An integrated management information system (MAPICS) is employed to support daily operations and organizational decision-making. Trend analysis, comparisons to targets, benchmarking and self-assessment are also used to support the senior leaders` organizational reviews and strategic planning.
In addition, the Key Performance Indicators (KPIs) that are categorized into four types, namely Financial and Market, Customer-focused, Organizational Effectiveness and Human Resources, are regularly tracked and reviewed. The KPIs and objectives are linked to staff performance appraisals.
Ricoh adopts appropriate empowerment that enables fast decision-making and innovation. Good communication systems, both formal and informal, are also established to ensure the free flow of information, ideas and comments within the organization.
Seven key processes have been explicitly defined and documented. A Supply Chain Management Reform Group has been formed to manage business from product design to after-sales service with an aim to enhance both customer satisfaction and profitability.
The Customer Satisfaction level, compared to major competitors, has been improving since 1996. Machines unit sales and total sales revenue have shown a positive trend over the past three years. Staff and also customer satisfaction are improving. In addition to the aforementioned, the company received the Best Practice in People Development award, ISO 14001 Environment Certification and the Productivity Award for Service in 2001.
Hong Yip Service Company Ltd - Certificate of Excellence
Hong Yip Service Company Ltd (Hong Yip) has demonstrated to the Board of Examiners a strong sense of quality commitment throughout different operational areas. Clear corporate policies have been set in regard to Quality, Occupation, Health & Safety, and Environment. These policies have been well documented and deployed to staff in different departments and functions to promote premium service.
Its management has created various communication channels to share ideas and experiences on quality service to ensure that staff is both well-informed and understands the company direction. In addition, Hong Yip has set a clear company direction with both short-term and long-term business objectives to support business growth.
With a committed management team, the company has established various channels to listen to and understand customer needs in order to continuously improve its service level. Various value-added services are also created to ensure that customers are not only satisfied, but more than satisfied.
Hong Yip uses different information systems to capture information to support operations and organizational decisions. In addition, the company has pioneered the use of new technologies such as an advanced information system in design for improving its service to customers.
Taskforce system is used to tackle special projects to encourage knowledge and experience sharing. Cross department work groups are formed to promote cooperation between different departments. With a thorough training approach, both short term and long term organizational objectives can be met.
Hong Yip`s management system has been built upon ISO 9002 (since 1997). Over the past few years, the company has maintained profitable growth supported by different operational performances such as high service levels including 100% water & electricity supply maintenance and other value-added services. In addition, positive trends in both customer and employee satisfaction measures have demonstrated that Hong Yip`s good management practices are being recognized.
HSBC Insurance (Asia-Pacific) Holdings Limited - Certificate of Merit
For HSBC Insurance (Asia-Pacific) Holdings Limited (HSBC Insurance), the Board of Examiners are impressed with the satisfactory performance results by the adoption and deployment of an effective Total Quality Management System.
The management team sets clear vision, mission and core values that are customer and quality focused. The strategy development process is well structured and involves extensive staff input. The action plan development process is explicitly and well defined.
The company has established an extensive range of channels to collect customer`s opinions to enable the company to stay abreast of changing customer requirements. There are also various communication channels to ensure information is available to staff. In addition, the company has a clear and comprehensive performance appraisal process. A thorough training needs analysis is also performed for each individual employee to bridge any gap employees might encounter when trying to get the job done.
HSBC Insurance has adopted a comprehensive and clear design process (Alpha Product Development Process). Service standards are set in consultation with the public and after benchmarking with competitors. Clear performance measures with targets are set to ensure that service standards are properly monitored and maintained.
From the customer perspective, HSBC Insurance has created a very good image as a MPF provider. Strong evidence also demonstrates that the company is in a healthy financial situation. It has improved both the Standard & Poor`s and AM Best`s ratings over the past few years. The rating awarded by Standard and Poor`s is the highest rating available to any Hong Kong SAR company. Last but not least, HSBC Insurance has demonstrated what a good insurance company should be by achieving the "General Insurance Company of the year 2000" award.
Jones Lang LaSalle - Property Management Division - Certificate of Merit
Jones Lang LaSalle - Property Management Division (JLL-PM) has aligned its corporate direction with the group`s vision of becoming the real estate firm of the future, and also the mission to provide truly integrated, high value-added services for real estate investors, owners and users worldwide.
To attain its corporate objectives, JLL-PM organizes itself around three core values namely "Support Our People", "Serve Our Client" and "Aspire to Leadership". It adopts a systematic strategy development model in its planning process. The company also has a well-structured framework in deploying, reviewing, evaluating and adjusting its strategies with quantifiable targets in key areas.
JLL-PM endeavours to understand customer needs and expectations, and builds and maintains customer relationships by continuously communicating with them through multiple channels. It also adopts a Leadership Engine Programme to develop the leadership skills of staff at all levels. In addition, different training committees have been established to oversee the continuous education and training of employees.
Being the first property management company certified with the ISO 9002 quality system for its entire portfolio in Hong Kong, JLL-PM widely applies technology in its communications with customers and staff and tailor-made software systems for major support functions.
Over the past three years, JLL-PM`s customer satisfaction rating has improved gradually. The lower staff turnover rate coupled with higher employee satisfaction has helped to raise productivity. This has contributed to the company`s steady growth in gross income, portfolio size and portfolio number under management. In addition to the aforementioned results, a strong commitment to environmental protection, a marked reduction in supplier management costs, together with receiving various external awards and certificates depict JLL-PM`s continuing quest for quality.
The Panel of Judges this year comprises Dr The Hon David K P Li GBS JP (Chairman), Chairman & Chief Executive, The Bank of East Asia Ltd; Mr Giovanni Angelini, Managing Director and Chief Executive Officer, Shangri-La Hotels and Resorts; Mr Alfred Chan, Managing Director, The Hong Kong and China Gas Co Ltd; Mr David Cronin, Vice President and General Manager, Hong Kong, American Express International, Inc; Mr Or Man Ah, Deputy Chief Executive, Bank of China (Hong Kong) Ltd; Mr Ramagopal Rao, Managing Director, Fuji Xerox (Hong Kong) Ltd; and Dr Lawrence Wong, Chief Executive, The Hong Kong Jockey Club.
The Board of Examiners includes: Dr T Y Lee (Chairman), Director, Technology Support Centre, The University of Hong Kong; Mr Cliff Cheung, Senior Quality Assurance Manager, Hang Seng Bank Ltd; Mr Edmond Chow, Director, Quality and Customer Satisfaction, Fuji Xerox (Hong Kong) Ltd; Mr Victor Hui, Quality Manager, Philips Electronics (HK) Ltd; Mr Ray Lau, Assistant Administration Director, Glorious Sun Enterprises Ltd; Mr Leung Ping Him, Manager - Quality Management & Technical Training, The Hong Kong and China Gas Co Ltd; and Mr John Yeung, Manager - Quality Programmes Implementation, Quality & Efficiency Directorate, Pacific Century CyberWorks Ltd.
The Organizing Committee of this year`s Award are Mr Alfred Chan (Chairman), Managing Director, The Hong Kong and China Gas Co Ltd; Mr T C Chu, Director and Managing Partner, McKinsey & Co Inc; Ms Susanna Hui, Director, Public Affairs and Communications, East Asia, American Express International, Inc; Mr Liu Guoyuan, Executive Vice Chairman & President, COSCO (Hong Kong) Group Ltd; Mr Perry Mak, Publisher and Group Managing Director, Hong Kong Economic Times (Holding) Ltd; Mr Alan Wong, Vice President - Marketing & Sales, Asia Television Ltd; and Mr David Turnbull, Deputy Chairman and Chief Executive, Cathay Pacific Airways Ltd.
The 2002 HKMA Quality Award is sponsored by the following companies: American Express International Inc; Bank of China (Hong Kong) Ltd; Cathay Pacific Airways Ltd; Chevalier Group; COSCO (HK) Shipping Co Ltd; Fuji Xerox (Hong Kong) Ltd; Glorious Sun Enterprises Ltd; The Hong Kong and China Gas Co Ltd; The Hong Kong Jockey Club; Hong Kong LP Gas (Holdings) Ltd; HSBC International Trustee Ltd; Hsin Chong Real Estate Management Ltd; Kowloon-Canton Railway Corporation; The Kowloon Motor Bus Co (1933) Ltd; McDonald`s Restaurants (Hong Kong) Ltd; and Ricoh Hong Kong Ltd. Asia Television Ltd and Hong Kong Economic Times are the Media Sponsors of the Award and the Web Site Sponsor is Computer Associates International Ltd.
(List of past Award winners attached.)
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Issued by The Hong Kong Management Association on 10 June 2002
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