Great Tips for Operation Excellence to Service Sector

The Seminar on LEAN 6 Sigma and DoE in service Industries, organized by TQM Consultants Co., Ltd (TQM) in cooperation with Hong Kong Society for Quality on 26 Jun 2015, gathered a full house.  Ir Dr. Aaron Tong, ASQ 6 Sigma Black Belt Course Trainer and Dr. Scott Kowalski, Director of International Training, Minitab Inc. shared their vision of process improvement and operation excellence.

Dr. Tong highlighted that Hong Kong is a major international financial centre, comprising an integrated network of institutions and markets which provide a wide range of products and services to local and international customers and investors.  Services sector in Hong Kong is facing challenges like: governance, counter-terrorism, security and skill labor shortage.  Dr. Tong shared a case about how TQM supported Etrali, a leading provider of convergent voice and electronic trading infrastructure and services for world’s major banks, to implement LEAN 6 Sigma for process improvement of their key business activities and achieved favorable results.  During the journey of process improvement, TQM reviewed the operation workflows and systems, and identified various improvement opportunities. With TQM’s target-oriented approach, Etrali were able to prioritize the improvement actions, better allocate our resources, and achieved the greatest rewards within the shortest time.

Dr. Kowalski further pointed out that Design of experiments (DOE) is a powerful tool for exploring and optimizing processes.  With LEAN 6 Sigma, process improvement was orchestrating through the five phases of: Design, Measure, Analyze, Improve and Control (DMAIC).  DOE can be integrated into the Analyze and Improve phases of the LEAN 6 Sigma DMAIC to facilitate the understanding of the factors that affect a process and then create meaningful and effective tests to verify possible improvement ideas or theories. 

Dr. Tong said, “The need to embed regulatory and risk management considerations into the strategic decision processes of organizations becomes a critical element of each organization’s success and performance, with the ultimate goal of creating shareholder value.  LEAN 6 Sigma, supported by DOE, is a great tool to services industries like financial, government and healthcare sectors to critically review their process, identify key improvement initiatives and achieve operation excellence.” 

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TQM Consultants Co., Ltd

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About TQM Consultants Co., Ltd

TQM Consultants Co. Ltd. is a leading consultancy service provider, aiming at achieving improvements in Time, Quality and Margin.  TQM shares 70% of the management system consultancy service of the HKSAR Government Departments.  TQM pioneers on Operation Improvement, Service LEAN, Training, Management Systems and Project Management. More information about TQM is available at

About Hong Kong Society for Quality

The Society is a not-for-profit organization established to promote greater awareness of the need for quality in Hong Kong for ensuring product and service excellence through continuous improvement of quality and customer satisfaction, and to provide continuing education to professionals involved in the quality and reliability disciplines.  

More information about HKSQ is available at

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