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ANQ Congress 2012 Program Book

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Table of Contents 1. Congress Theme 2. Welcome Messages and Greetings 3. Committees 4. General Information a. Transportation b. Campus Map of HKUST c. Notification of Program Changes d. Special Arrangements for Adverse Weather Conditions 5. Program Schedule 6. Keynote Speakers 7. IKA Awardees 8. ARE-QP Awardees 9. IAQ Session Panelist 10. Abstract of Papers 11. Post-Congress Event: IAQ/ANQ Symposium 12. Acknowledgment 13. Advertisement 14. Notes - blank pages Editorial Team Dr. Andy T. C. WONG Dr. Kwai-Sang CHIN Mr. Michael Mai XU ANQ Congress 2012 Hong Kong Theme of ANQ Congress 2012 Hong Kong "Striving for Excellence through Product and Service Quality" "優化品質、邁向卓越" Quality is multidimensional and it is a main driver of competitive differentiation among various types of organizations in Asia and around the world. Managing product and service quality involves a wide range of activities that span from the time when a new idea for a product/service was created to the stage of providing ongoing support and making contributions to improvement of human life. Product and service quality, stakeholder satisfaction, profitability and sustainable prosperity are intimately connected. The complete “product/service offering” is what customers look for and evaluate, as stated in the ANQ Way. When an organization gets things right, it will be successful at every level of its operations. When things go wrong, it will have disastrous consequences to the bottom line, and more importantly the organization and brand image will suffer too. Thus, striving for excellence through product and service quality has become a strategic issue in Asian economies for this decade. ANQ Congress 2012 Hong Kong will bring together quality professionals and academicians from the Asian region and beyond to showcase best practices and successes, and share philosophies, theories, methodologies and applications of proven tools in fostering the ANQ Way and the “Power” of product and service quality. The Congress program will consist of keynote speeches, presentations of contributed papers and poster sessions. Papers addressing quality issues in the following areas are particularly welcome: 1. Services 2. Manufacturing 3. Testing and Certification 4. Healthcare 5. Environment 6. Education 7. Organizational Learning and Knowledge Management 8. Social and Public Sectors, Not-for-profit Organizations 9. Corporate Social Responsibility 10. Information and Communication Technology 11. Governance, Risk Management and Compliance 12. Others: Quality Management, Process Management, Performance Measurement, Best Practices, Innovation, Sustainable Development, Human Resource Management, Supply/ Value Chain Management, Reliability, Physical Asset Management, etc. 優質產品與服務、助你邁向卓越路 Asian Network for Quality (ANQ) consisting of all non-profit organizations in Asia that seek to improve quality of human life by contributing to the progress of science and technology; and to the development of industry through promotional activities for the research and development of philosophy, theory, methodology and application in the field of quality and quality management. ANQ provides a platform and the opportunity for enhanced mutual sharing and learning of the knowledge and experiences obtained through the research and development and practices in quality performed by the member organizations. The ANQ Way www.hksq.org WorldPartner of American Society for Quality (ASQ) Founding member of Asian Network for Quality (ANQ) Competition in the world market today depends first and foremost on quality. Hong Kong companies must maintain momentum in improving their quality and satisfying the changing needs of customers. The Predecessor of Hong Kong Society for Quality, formed in 1986, was the Hong Kong Group of the American Society for Quality Control (ASQC) International Chapter. It was renamed as Hong Kong Society for Quality Control (HKSQC) in 1989 to reflect increasing local involvement. The Society maintains its affiliation with ASQC (subsequently renamed as American Society for Quality, i.e., ASQ) after the name change. In 1997, HKSQC was renamed as Hong Kong Society for Quality (HKSQ). 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. Being a leading quality management authority in Hong Kong and having a long and well-established relationship with ASQ, HKSQ has been recognized as a WorldPartner of the American Society for Quality (ASQ) since 2002. The status granted by ASQ, a world renowned professional organization in the quality discipline with a more-than-65-year history, is a fitting recognition that the contributions made by HKQ in promoting quality is on a par with other world-class organizations of its kind. HKSQ is also a founding member of the Asian Network for Quality (ANQ). ANQ was established in 2002 with the objectives of promoting quality for prosperity and integration in Asian countries. Member organizations of ANQ are non-profit organizations in Asia established to improve quality in human life by contributing to the progress of science and technology, and to the development of industry through promotional activities in quality and quality management. ANQ Congress 2012 Hong Kong Greetings from Chairperson of ANQ On behalf of Asian Network for Quality (ANQ) I am pleased to extend my warmest greetings to everyone attending the 2012 ANQ Congress in Hong Kong – the Beautiful Pearl of the East. The theme of the Congress is “Striving for Excellence Through Product and Service Quality”. Since its establishment in 2002, the annual Congress of ANQ has become an effective platform for networking among quality peers from Asia and the world as whole. Until now, the connotation of quality has extended far beyond the scope of product manufacturing, covering various aspects including service, healthcare and education. I am very happy that we will meet excellent businesses, entrepreneurs and quality experts who will share their latest research findings and best practices. I sincerely hope all quality professionals and practitioners from different countries and regions will take the unsurpassed opportunity and focus on the above subject and discuss how to achieve excellence in both our life and work by using quality disciplines, approaches and tools. In addition, on behalf of Chair Organization of ANQ, China Association for Quality, I highly appreciate the staffs of Hong Kong Society for Quality for their hard work in bringing the outstanding program, as well as the Board of Directors and Secretariat of ANQ for their guidance and support in making the Congress successful. I offer you my best wishes for a most enjoyable and productive meeting. Qi Weiming Chairperson of Asian Network for Quality VP & Secretary General of China Association for Quality ANQ Congress 2012 Hong Kong Welcome to ANQ Congress 2012 Hong Kong On behalf of Hong Kong Society for Quality (HKSQ), I sincerely extend a warm welcome to all participants of the ANQ Congress to be held in Hong Kong during the period from 31 July to 3 August 2012. In collaboration with China Association for Quality (CAQ) and The Hong Kong University of Science and Technology (HKUST), HKSQ is honored to host this Congress, and we will do our utmost to make this international event successful. Hong Kong and China are in a prime position to organize ANQ Congress because this part of the world has focused on quality development and we have a lot of experience to share. In the Asia Pacific region, Hong Kong and China in particular, governments now recognize that proper management of quality in both product and service is vital to sustainable development. This 2-day Congress and half-day technical visit will focus on different areas of quality research and implementation such as Service, Manufacturing, Testing and Certification, Healthcare, Environment, Education, etc. ANQ Congress provides a unique platform for Asian Quality Professionals to discuss the changing demand and new directions for quality development. The Congress further highlights recent advances in research of quality concepts, management and implementation in different industries. I would like to express my deepest gratitude to the contribution made by CAQ and HKUST, all sponsors and all supporting organizations for their generous sponsorships and support. Finally, I must heartily thank members of the Congress Program and Organizing Committees, who have contributed in many different ways to ensure smooth running of the Congress. Lotto Lai Chairman, Hong Kong Society for Quality ANQ Congress 2012 Hong Kong Welcome from HKUST On behalf of the Hong Kong University of Science and Technology, I would like to extend a very warm welcome to all of you who are attending the 2012 Asian Network for Quality Congress. The Hong Kong University of Science and Technology is a leading research university established in 1991. In 2011 and some twenty years after its founding, HKUST ranked the best university in Asia according to QS Rankings. In 2012, HKUST again was ranked number 1 for the second year in a row. It is truly a privilege to work in such a dynamic and innovative environment. We are also extremely fortunate to be located in an area of outstanding natural beauty on the Clear Water Bay peninsula, less than 30 minutes’
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