Case Sharing
CATHAY PACIFIC SERVICES LTD (CPSL)
Sustain Competitiveness via Deploying LEAN 6 Sigma
Industry: Air Cargo Service
Service: LEAN 6 Sigma training & Project Coaching
CPSL Plans take a progressive approach to implement and deploy LEAN 6 Sigma in a 3-Year timeframe, mapped out in 3 distinct phases along the years. CPSL invited TQM to design and deliver a LEAN 6 Sigma Training & Project Coaching for their staff of Call centre.
Project Scope
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Customized and Tailor the LEAN 6 Sigma Training materials to suit CPSL’s needs
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Delivered LEAN 6 Sigma Tools Training
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Coached CPSL’s team on various projects
Achievements
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Acquired fundamental knowledge and techniques of LEAN 6 Sigma
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Learned LEAN 6 Sigma through Practicing in Pilot Projects
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Built momentum for LEAN 6 Sigma Programme
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Accomplished projects with annual savings HK$2.7 million / year
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Developed preliminary templates and work practices of LEAN 6 Sigma in CPSL
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Case Sharing
Chinese Recreation Club, Hong Kong
To Achieve ISO 10002 and
Strive for Excellence to Serve Privileged Guests
Industry: Food, Catering, Beauty & Health Care and Hotel Management
Service: ISO/ SHE/ Management System
Chinese Recreation Club, Hong Kong (CRC) is a well-established organization providing recreational activities and facilities to its members.
To improve the services, CRC has engaged TQM in conducting a series of “Customer Service Excellence” training programme for them based on ISO 10002 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations.
Project Scope
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Develop implementation plan on improvement opportunities
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Conduct 'Customer Service Excellence' programme for supervisory/frontline staff to raise management/service quality
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Define critical quality requirements in customer service and identify practical skills and techniques required
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Design tangible customer service strategies complied with industry requirements
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Equip staff with skills practicable & applicable to daily work
Achievements
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Enhanced satisfaction level with customer-serving opportunities
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Equipped staff with skills of customer irritation signal recognition and methods to find workable solutions
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Developed skills & techniques in making customers feel privileged
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Enhanced overall team spirits of CRC
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Developed staff’s commitment and culture to continuously achieve customer care and satisfaction