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International Management Systems in · University of Macau –Administration Macau Polytechnic...
Transcript of 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)
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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
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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.)
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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
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International Management Systems in
Macao
Quality
Environment
Occupational
Health &
Safety
QualityEnvironment
QualityEnvironment
Occupational
Health &
Safety Environment
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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
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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
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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
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Manufacturing Sector
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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…
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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
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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
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Service Sector – Tourism/Retail
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Service Sector – Tourism/Retail
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Service Sector – Tourism/Retail
� Association of Food & Beverage Outlets
� Training
� Language
� Sales techniques
� Complaint handling, Service Attitude & Behaviour
� Motivational Techniques etc.
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Service Sector – Tourism/Retail
� Association of “Taxi Drivers”
� Civic & Municipal
Affairs Bureau
� Language / quality service training
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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
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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
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Service Sector - Others
� Quality Improvement Team
� 5S
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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
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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
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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
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Service Sector – Public Utilities
� Service Charter – Service standards for:
� Electricity supply
� Connection of Supply
� Customer Enquiries
� Billing
� Emergency service
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Service Sector – Public Utilities
� Macao Water
� 2000 Launched Customer Liaison Group
� 2003 Company-wide ISO 9001 certification
� 2005 Company-wide OHSAS 18001 certification
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Service Sector – Public Utilities
� MacauServices.htm
� Portal of Macao Water and CEM
� View and pay bills online
� Apply services on line
� Download application forms
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Public Sector
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Public Sector – Performance Pledge
� Launched in 1998
� As of Feb 2005, 45 departmental units have implemented 944 "Performance Pledges"
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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
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Public Sector – Service Attitude
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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
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Public Sector – Handling Suggestions &
Complaints
� Suggestion/Complaint handling mechanism by all public departments & organizations
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Public Sector –Citizen Satisfaction Survey
� As of Oct 2003 – implemented in 19 departmental units
� Example: Identification Department
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Public Sector – One stop service
� As of Oct 2003, 9 departmental units providing 12 types of “One-stop Service”
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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
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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
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Public Sector
� Performance Pledge
� Service Attitude
� Mechanism for Complaints & Suggestions
� Citizen Satisfaction Survey
� One-stop Service
� ISO 9000 Certification
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About CPTTM
� Macau Productivity & Technology Transfer Center
� Launched in mid-1996
� A private, non-profit organization funded by the Macao SAR Government
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Services Provided by CPTTM
� Subsidy/Loan programs for certification / accreditation
� Training subsidy for certified organizations
� Technical advisory service about international standards and certification
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Services Provided by CPTTM
� Seminars, courses, workshops and professional examination
� Library resources (books, periodicals and multimedia materials)
� Quality Club
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For more information:
Macau Productivity & Technology Transfer Center, Quality Department
Tel: 853-781313 Fax: 853-788233
Website: http://www.cpttm.org.mo/qualityEmail: [email protected]