Page 342 of 485
Page 342 of 485
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HONG KONG URBAN COUNCIL
there may be a breakthrough if the Concept of Total Quality Management is to be applied to the urban services. I would like to summarize this Concept in the following 10 points:
1. At present, the Performance Pledge of the Urban Services Department only deals with the public but not its staff. To be more comprehensive, it should take care of the public as well as the staff. For example, some definite guidelines and targets should be made available to the staff of the Urban Services Department, which in turn could enhance their mutual assistance, and the coordination among different Sections.
2. The urban services should be provided effectively without any unnecessary delay.
3.
4.
6. In the provision of urban services, efforts should be made to minimize the waste of resources and to enhance the cost effectiveness.
On the management side, emphasis should be placed on the preventive measures instead of the remedial measures. It is far better to prevent the occurrence of the problems than to take measures to solve them afterwards. This approach would obviate the need for the Councillors to play their role as firemen.
The quality of urban services should be improved through an effective and comprehensive scheme.
For each category of service, the Department should think more, so as to bring about more benefits.
7. A new approach to the concept of quality should be taken; the existing channel of communication from upper to lower levels can be changed in such a way that staff from both levels should join together to look into an issue.
8. To set targets for more services with appraising standards and do not just pay lip-service.
9. The Department should create an internal culture of ever-improving services.
10. The Department should commend and encourage creativity and should not follow the beaten track (such as saying 'Let's follow the old routine' or 'all right' every time). Should there be any excellent work done by the Department or the Council, Members should give more encouragement as well as a clap of hands to stimulate the morale.
How can we realize the Concept of Total Quality Management? It is not easy of course. I suggest that the Council could commission a consultancy to study this case in order to make it a reality.
Last of all, I would like to talk about the spirit which the Council should have. Freedom, democracy, human rights and legal system are the valuable experience that Hong Kong has right now. We hope that freedom can continue to exist as it is essential for literary and artistic creation. Freedom of speech should mean people are free to make criticism as well as to accept criticism. Democracy means that the opinions of the majority should prevail, but the opinions of the minority should not be suppressed. Being one of the few independent members in the Council, I also hope that my opinion will be respected. Human rights, legal system and the spirit