International Management Systems in · University of Macau –Administration Macau Polytechnic...

Quality Initiatives in Macao:

An Overview

By Helena Lei

Senior Manager

Macau Productivity & Technology Transfer Center (CPTTM)

CPTTM Copyright 2005 2

International Management Systems in

Macao

� 1993 - 1996

� Only 7 ISO 9000 certificates

� All belong to subsidiary companies, factories or offices of Hong Kong/foreign enterprises

CPTTM Copyright 2005 3

International Management Systems in Macao

� 1997 – 2004

– 79 more ISO 9000 certificates

– Scope of industry includes:

– manufacturing, construction

– government departments

– public utilities

– service sector (education, shipping, trading, bank, insurance, security, property management, cleaning etc.)

CPTTM Copyright 2005 4

International Management Systems in

Macao – Public Sector� As of Feb 2005, 9 public departments/ organizations

ISO 9001 certification� Official Dockyard

� Identification Department - Travel Documents, Criminal Records

� University of Macau – Administration

� Macau Polytechnic Institute – Finance, Admin, Asset Management

� Printing Office

� Macao Foundation – Administration and Finance Unit

� Blood Transfusion Center

� Civic & Municipal Affairs Bureau (IACM) - Laboratory (ISO/IEC 17025), Complaints Management

� SAFP - Public Service and Information Center

CPTTM Copyright 2005 5

International Management Systems in

Macao

Quality

Environment

Occupational

Health &

Safety

QualityEnvironment

QualityEnvironment

Occupational

Health &

Safety Environment

CPTTM Copyright 2005 6

International Management Systems in

Macao

� As of 2004, there are at least:

� 11 ISO 14001 Environmental Management System Certificates

� 3 OHSAS 18001 Occupational Health & Safety System Certificates

CPTTM Copyright 2005 7

International Management Systems in

Macao

� As of 2004:

� 1 BS 7799-2:2002 Information Security Management System

� 1 CM SAS 86:2000 Complaints Management System

CPTTM Copyright 2005 8

International Management Systems in

Macao

0% 5% 10% 15% 20% 25% 30%

Services

Engin. & Construction

Manufacturing (Garment)

Gov't & Non-profit.

Pub. Utilities

Manufacturing (Other)

Trading, wholesale & retail

Finance

\

� Distribution of Local Organizations by Industry

CPTTM Copyright 2005 9 CPTTM Copyright 2005 10

Manufacturing Sector

CPTTM Copyright 2005 11

Manufacturing Sector

� Product Quality Standards

� CE Marking (safety) – for exporting to EU market

� UL Marking (safety) for exporting to US market

� CCC Marking (safety) for exporting to China

� Oko-tex 100 standard (for garment products)

� Etc…

CPTTM Copyright 2005 12

Manufacturing Sector

� Quality Assurance / Management System (QMS)

� International standard, i.e. ISO 9001

� Client-imposed

Nominated Supplier LTD

Quality Assurance Procedures Manual

Issue 001 Month / Year

Contents

� Introduction (inc... Scope)

� Procedures

P001 Design & Development

P002 Contract Review

P003 Purchasing & Vendor Rating

P004 Goods Inwards Inspection

P005 In Process Control

P006 Final Inspection

P007 Packing/Packaging & Labeling

P008 Non-Conformance Review

� Appendices

CPTTM Copyright 2005 15

Manufacturing Sector

� Factory Code of Conduct

� Client-imposed

� International Code of Conduct

� SA 8000 Social Accountability Standard

� WRAP – Worldwide Responsibility Apparel Production

� ICTI Code of Business Practice - The International Council of Toy Industries (ICTI) Ethical Manufacturing Program

CPTTM Copyright 2005 16

Service Sector – Tourism/Retail

CPTTM Copyright 2005 17

Service Sector – Tourism/Retail

CPTTM Copyright 2005 18

Service Sector – Tourism/Retail

� Association of Food & Beverage Outlets

� Training

� Language

� Sales techniques

� Complaint handling, Service Attitude & Behaviour

� Motivational Techniques etc.

CPTTM Copyright 2005 19

Service Sector – Tourism/Retail

� Association of “Taxi Drivers”

� Civic & Municipal

Affairs Bureau

� Language / quality service training

CPTTM Copyright 2005 20

Service Sector – Tourism/Retail

� Macao Goldsmith’s Guild - “Pure Gold”Certificate

� Launched in 1998 together with the Consumer Council

� As of Feb 2005, 65 shops joined

CPTTM Copyright 2005 21

Service Sector – Tourism/Retail

� Launched in 2001 by the Consumer Council

� “Certified Shops” that participate in the “Arbitration Center”program

� As of Feb 2005, 386 shops joined

CPTTM Copyright 2005 22

Service Sector - Others

� Quality Improvement Team

� 5S

CPTTM Copyright 2005 23

Service Sector - Public Utilities

� 1990s - Actions for Competitive Environment (ACE)

� Redefine Mission & Core Values

� Process mapping and management

� Strategic purchasing management

� Supplier relations Management

� Customer information & billing system

� Benchmarking & Key Performance Indicators (KPIs)

� Customer and employee satisfaction measurement

CPTTM Copyright 2005 24

Service Sector – Public Utilities

� ISO 9001 Certificate for Selected Service(s)

� Customer Charter

� Activation of services

� Enquiry hotline

� Network quality

� Accurate billing / flexible payment

� After-sales service

� Customer Support Centre

CPTTM Copyright 2005 25

Service Sector - Public Utilities

� Since 1996 - 3 ISO 9000 Certificates for 3 divisions / departments

� Customer's Advocate

� Customer Liaison Committee

� delegates of different social groups and organizations, and from representatives of the relevant departments of CEM

� Safety, Health, Environment & Quality (SHEQ) Office - Working towards an Integrated Management System by 2005

CPTTM Copyright 2005 26

Service Sector – Public Utilities

� Service Charter – Service standards for:

� Electricity supply

� Connection of Supply

� Customer Enquiries

� Billing

� Emergency service

CPTTM Copyright 2005 27

Service Sector – Public Utilities

� Macao Water

� 2000 Launched Customer Liaison Group

� 2003 Company-wide ISO 9001 certification

� 2005 Company-wide OHSAS 18001 certification

CPTTM Copyright 2005 28

Service Sector – Public Utilities

� MacauServices.htm

� Portal of Macao Water and CEM

� View and pay bills online

� Apply services on line

� Download application forms

CPTTM Copyright 2005 29

Public Sector

CPTTM Copyright 2005 30

CPTTM Copyright 2005 31

Public Sector – Performance Pledge

� Launched in 1998

� As of Feb 2005, 45 departmental units have implemented 944 "Performance Pledges"

CPTTM Copyright 2005 32

CPTTM Copyright 2005 33

Public Sector – Service Pledge

� Identify vision, mission and core values

� Identify the scope of services

� Define attainable standards of service

� Set up effective mechanism for suggestions and complaints

� Monitor performance

� Accept monitoring and evaluation mechanism

� Example: Identification Department

CPTTM Copyright 2005 34

Public Sector – Service Attitude

CPTTM Copyright 2005 35

Public Sector – Service Attitude

� Suggestions about how to provide service to the public (by Public Administration & Civil Service Department)

� Identification card

� Principle of uninterrupted service

� Telephone manners and line transfer

� How to inform public about your

identity, function and work units

CPTTM Copyright 2005 36

Public Sector – Handling Suggestions &

Complaints

� Suggestion/Complaint handling mechanism by all public departments & organizations

CPTTM Copyright 2005 37

Public Sector –Citizen Satisfaction Survey

� As of Oct 2003 – implemented in 19 departmental units

� Example: Identification Department

CPTTM Copyright 2005 38

Public Sector – One stop service

� As of Oct 2003, 9 departmental units providing 12 types of “One-stop Service”

CPTTM Copyright 2005 39

Public Sector – One stop service

� Example:

� Macao Trade & Promotion Institute

� One point contact for information and advice

� Notary service for company registration

� Close links with other administrative departments for the implementation of investment project

� Personal service for project's implementation

� Assistance in finding suitable partners

CPTTM Copyright 2005 40

Public Sector – One stop service

� Example: Licensing of food and beverage outlets- cooperation

� Civil & Municipal Affairs Bureau

� Fire Brigade

� Health Bureau

� Cultural Institute

� Labour & Employment Affairs Bureau

� Monitoring Committee on Combustible Products Facilities

CPTTM Copyright 2005 41

Public Sector

� Performance Pledge

� Service Attitude

� Mechanism for Complaints & Suggestions

� Citizen Satisfaction Survey

� One-stop Service

� ISO 9000 Certification

CPTTM Copyright 2005 42

About CPTTM

� Macau Productivity & Technology Transfer Center

� Launched in mid-1996

� A private, non-profit organization funded by the Macao SAR Government

CPTTM Copyright 2005 43

Services Provided by CPTTM

� Subsidy/Loan programs for certification / accreditation

� Training subsidy for certified organizations

� Technical advisory service about international standards and certification

CPTTM Copyright 2005 44

Services Provided by CPTTM

� Seminars, courses, workshops and professional examination

� Library resources (books, periodicals and multimedia materials)

� Quality Club

CPTTM Copyright 2005 45

For more information:

Macau Productivity & Technology Transfer Center, Quality Department

Tel: 853-781313 Fax: 853-788233

Website: http://www.cpttm.org.mo/qualityEmail: quality@cpttm.org.mo