December 2004 Issue No.11


Quality Column

Quest for Excellence

A sound quality management system is the bedrock of customer satisfaction. And to achieve customer satisfaction, the organisation must constantly improve and fine-tune its management system in a holistic manner.

Total Quality Management (TQM) not only emphasises product quality, but also management quality, business concepts and results, and corporate culture.  TQM pursues performance excellence and embraces the commitment to sustained improvement to enhance customer satisfaction.

To promote TQM in US institutions, the US Government in 1987 introduced the Malcolm Baldrige National Quality Award and the Criteria for Performance Excellence. The Criteria are built upon a set of 11 interrelated core values and concepts embodied in seven categories as shown in the diagram.

EMSTF is committed to continuous improvement and has achieved the corporate certification in ISO 9001 on quality, ISO 14001 on environment, and OHSAS18001 on safety and health. While these achievements have definitely helped us improve our business and services, we still feel that we have a long way to go in our quest for excellence. Hence, we are actively pursuing a TQM programme in relation to the Malcolm Baldrige Criteria.  We are preparing to benchmark ourselves against the best practices of other quality organisations in Hong Kong through taking part in the HKMA Quality Award 2006.

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