Customer Opinion Survey
Our Customer Opinion Survey aiming to give us a better understanding of your needs and an insight into how we can better serve you, took place in January 2002. The results have been very encouraging - the customer satisfaction index increased from 5.42 in our last survey to 5.77 this year out of a total score of 8. We would like to thank all of you who participated in the survey and took the time out to complete the questionnaire. With your continued help and support we will be better able to serve you in the future.

ISO 9001 : 2000 and Integrated Management System
As most of the ISO 9001/2 certificates for our 17 business units were obtained between 1997 and 1999, they are due to expire in 2001/2002. We are therefore taking this opportunity to upgrade certification to the ISO 9001 (Y2K) version while integrating these quality practices into an Integrated Management System (IMS), which will also embrace our ISO 14001 and OHSAS 18001 systems. Currently all our Business Units are implementing their IMS documentation, aiming to complete the conversion by the end of this year.

EMSD Director, Mr. Roger Lai and EMSD Management toast the winners at the Quality Winners Showcase.

Quality Promotion - Winners Showcase
Our quality initiatives are steaming ahead as we continue to drive home the quality message. In 2001, the highlight of these activities culminated in our "Quality Winners Showcase and Prize Presentation Ceremony 2001", at the City Hall in November.

At the event, EMSD director, Mr. Roger SH Lai, commended staff for their many achievements including the gaining of OHSAS 18001 Corporate Certification. The six finalists for the best Work Improvement Team and Business Process Improvement Team projects then presented their projects, followed by the six top divisions who presented their slogans for the Best Slogan Competition. This year, taking job safety into account, a Safety Awareness Award was also included in each improvement project. Wrapping up the event, a reception and exhibition were held to share information and provide more in-depth details to EMSD staff on the winning entries.

Mr. M Y Suen, acting Chief Secretary for Administration presents the trophy to Mr. John Chan, Deputy Director/Trading Services, EMSD.

Development and Training
We once again participated in the Best Practices in HRD Award 2001 competition organised annually by the Civil Service Training and Development Institute. The theme of the competition was on Organisational Learning. From among the 16 participants, we were selected as one of the five finalists, by the jury led by Secretary for the Civil Service, Mr. Joseph W P Wong. Receiving recognition for our work in human resources development and training, we once again won the Bronze award.

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