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

Customized and Tailor the LEAN 6 Sigma Training materials to suit CPSL’s needs
Delivered LEAN 6 Sigma Tools Training
Coached CPSL’s team on various projects

Achievements

Acquired fundamental knowledge and techniques of LEAN 6 Sigma
Learned LEAN 6 Sigma through Practicing in Pilot Projects
Built momentum for LEAN 6 Sigma Programme
Accomplished projects with annual savings HK$2.7 million / year
Developed preliminary templates and work practices of LEAN 6 Sigma in CPSL

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The Lands Tribunal

The World’s 1st Judiciary Body to Obtain ISO 9001

Industry: Government/ Legal & Disciplinary

Service: ISO/ SHE/ Management System

The Land Tribunal, ISO 9001

The Lands Tribunal is one of the four tribunals under HKSAR Judiciary. With the intention of enhancing its services to better serve the community, Lands Tribunal appointed TQM to provide consultancy advice in implementing an ISO 9001 Quality Management System (QMS).

Project Scope

Design, develop, and implement an ISO 9001 QMS
Enable staff to understand overall operation & document structure
Provide QMS trainings and coaching to the staff

Achievement

Established a more efficient and effective operational system
Increased awareness of user focus and satisfaction
Improved monitoring of users’ waiting time at the counter
Increased service level of The Lands Tribunal
Became the first judiciary body to obtain ISO 9001 Certification