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Our Other Experience
1. The Customs & Excise Department
of the HKSAR Government
The Customs & Excise Department of the HKSAR Government is a
progressive organization which contributes to the stability and
prosperity of the community, by protecting against smuggling and
trafficking and upholding the law, protecting consumer interests,
protecting and facilitating legitimate trade and industry and upholding
Hong Kong's trading integrity, etc. In order to achieve further
improvement, it invited TQM to provide a Department-wide training known
as “Achieving Excellence in Organizational Performance through Balanced
Scorecard”.
Project Scope
- Provided Department-wide training on the
application of Balanced Scorecard in performance management, known as
“Achieving Excellence in Organizational Performance through Balanced
Scorecard”
- Trained the key staff of Customs
& Excise Department with the knowledge and skills in
organizational performance so as to facilitate their improvement
programs
- Produced Sample balanced scorecards for
the Division as an illustration in the training courses
Achievements
- Received positive comments from the
majority of the participants about the Balanced Scorecard approach.
Many of the comments actually requested more training on the topic
- The workshops were very well received.
For the four types of workshops, more than 75% (Directorate), 82% (SS,
S and PTCO), 64% (AS and CTCO) and 61% (Trainers) of the participants
rated the usefulness as 4 or higher (from a scale of 1 to 5). Only 0%
(Directorate), 0% (SS, S and PTCO), 1.2% (AS and CTCO) and 7.1%
(Trainers) rated the usefulness as 2 or below
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2. L.K. Machinery Company Limited
L.K. Machinery Co. Ltd. (LK) is one of the largest hot-chamber and
cold-chamber die-casting machine manufacturers in the world. Their
plastic injection molding machines also capture a very important
position in the market. To suit the continuous development and improve
company operation efficiency, LK is always employing the latest
technology and equipment to keep on improving its products and
services. Therefore, they invited TQM to design and conduct a series of
research on organization management and operation improvement and
provide related training courses.
Project Scope
- Conducted a review on company structure
and business strategy
- Conducted a detailed environmental scan,
a Strengths-Weaknesses, Opportunity and Threat (SWOT) analysis, a
strategy development workshop for the Board of Directors and senior
management
- Re-designed company structure (involving
headquarter and major branch offices)
Achievements
- Created a set of company Vision, Mission
and Values statements
- Delivered a new set of corporate strategy
plan, a new company structure (with Headquarters in Hong Kong and
factories in ShenZhen and Shanghai and branch offices in strategic
locations in Asia and Europe)
- Created a new set of roles and functions
for the Headquarters and Strategic Business Units including the
Directors and Senior Management
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3. SimeWinner Nissan Autocrafts Limited
SimeWinner Nissan Autocrafts Limited (SimeWinner) is a member of Sime
Darby Motor Group. SimeWinner is an authorised dealer of Japanese
vehicles in Mainland China and has established jointly with partners in
China a series of Japanese car sales and service centres in various
locations of China. Being customer focus and with commitment in
continuous improvement, SimeWinner determined to establish a Dealer
Management System to further improve the customer service level and
company image, so they invited TQM who is a long term partner of Sime
Darby Motor Group and has solid experience in this field to assist
SimeWinner in the above improvement program.
Project Scope
- Assisted to adjust sales and strategic
planning, conducted implementation with an aim to improve flow
structure and efficiency
- Improved the ad effect of showroom and
operation efficiency by enhancing its layout design
- Developed efficient promotion
methodologies and marketing strategy
- Designed the customer satisfaction
surveys according to the characters of the industry and customers
- Analyzed customer satisfaction surveys
data and applied the results for sales and products development
Achievements
- Enhanced corporate and brand images from
various angles
- Set the overall customer service
awareness and enhanced the customer satisfaction
- Improved market share by 20%
- Implemented a consistent set of review
system for efficient assessing and monitoring of the performance
- Product development better met the demand
of the customers
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4. Prime Credit
Established in 1978, PrimeCredit is a subsidiary of Standard Chartered
PLC and an authorized deposit-taking company in Hong Kong providing a
wide range of financial products and services including consumer
finance, mortgage, credit card and deposit. With nearly 30 years
experience, PrimeCredit will keep providing innovative financial
products and services as well as enhancing service quality with the aim
of delivering more tailor made and flexible services to customers. To
satisfy needs of continuous development, PrimeCredit invited TQM to
help implement improvement, to improve business results and customer
satisfaction.
Project Scope
- Designed, finalized and sent out
questionnaire / surveys to all customers through the client’s service
centers
- Collected customer responses on and
analyzed their satisfaction levels
- Reported and presented to the client’s
management for better understanding of customer needs
- Diagnosed the training needs of the staff
- Identified areas for improvement such as
locations, opening hours, services, etc. to improve the business
results and customer satisfaction
Achievements
- Allowed management to make strategic
planning as to future locations for opening service centers, opening
hours, no. of counters required at different hours, recruitment
requirements for candidates, and remuneration package, etc.
- Improved staff loyalty by providing
attractive remuneration packages and satisfying working environment
- Improved Customer satisfaction level by
satisfying their actual needs and fulfilling their requirements
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