HONG KONG PROVISIONAL URBAN COUNCIL
477
Here, I must follow up on the idea of ‘Total Quality Management' (TQM) which is a new concept in modern management. Since I brought it up in the Urban Council two years ago, not much progress has been made. I would like to follow up on it here as it embraces the above 'ABC' concept and can be put into action. I shall briefly describe the characteristics of TQM as follows:
(1) The Government's service commitment is now directed only to the outside, not inside. If we want to have an overall commitment, attention should be paid to both inside and outside. For instance, civil servants should be given precise internal guidelines and objectives so that they can provide mutual assistance. This will also result in better coordination among departments.
(2) The Government's service must be correct and effective. There should not be any unnecessary delay.
(3) When providing service, the Government should reduce wastage of resources and improve cost-effectiveness.
(4) The Government should pay more attention to preparatory work. Prevention is better than cure. This will reduce the need for the Government to act as fire-fighters.
(5) Improvement in the quality of Government service should be based on effective and careful planning.
(6) The Government should give more thought to each area of public service and improve efficiency.
(7) The Government should introduce the concept of quality. The old method of transmitting information from the higher to lower levels should be changed. Officers should listen more to the ideas of their subordinates. Staff of all levels can put their heads together and work together.
(8) The Government should establish a service objective and draw up an assessment criterion for this objective. Empty talk does not serve any purpose.
(9) The Government should foster an internal culture for continuous improvement.
(10) The Government should encourage creativity instead of following old methods. If the Government has made any outstanding achievement, councillors and members of the public should show encouragement and applaud its efforts in order to boost morale.
The four points that I have just mentioned are a good indication of how the Government handled our present crises. When the bird flu incident occurred, the Government officials acted just like fire-fighters trying to put out a fire. TQM emphasizes prevention, which is better than cure. More attention should be paid to preparatory work. If the Government had a good quarantine system and preventive measures for imported poultry, it would not have been thrown into such confusion when the bird flu epidemic broke out. It is never too late to take remedial action. I hope we, Members of the Urban Council, can play
Page 482 of 654
Page 482 of 654
Page 482 of 654
Page 482 of 654
Page 482 of 654
HONG KONG PROVISIONAL URBAN COUNCIL
477
Here, I must follow up on the idea of ‘Total Quality Management' (TQM) which is a new concept in modern management. Since I brought it up in the Urban Council two years ago, not much progress has been made. I would like to follow up on it here as it embraces the above 'ABC' concept and can be put into action. I shall briefly describe the characteristics of TQM as follows:
(1) The Government's service commitment is now directed only to the outside, not inside. If we want to have an overall commitment, attention should be paid to both inside and outside. For instance, civil servants should be given precise internal guidelines and objectives so that they can provide mutual assistance. This will also result in better coordination among departments.
(2) The Government's service must be correct and effective. There should
not be any unnecessary delay.
(3) When providing service, the Government should reduce wastage of
resources and improve cost-effectiveness.
(4) The Government should pay more attention to preparatory work. Prevention is better than cure. This will reduce the need for the Government to act as fire-fighters.
(5) Improvement in the quality of Government service should be based on
effective and careful planning.
(6) The Government should give more thought to each area of public
service and improve efficiency.
(7) The Government should introduce the concept of quality. The old method of transmitting information from the higher to lower levels should be changed. Officers should listen more to the ideas of their subordinates. Staff of all levels can put their heads together and work together.
(8) The Government should establish a service objective and draw up an assessment criterion for this objective. Empty talk does not serve any purpose.
(9) The Government should foster an internal culture for continuous
improvement.
(10) The Government should encourage creativity instead of following old methods. If the Government has made any outstanding achievement, councillors and members of the public should show encouragement and applaud its efforts in order to boost morale.
The four points that I have just mentioned are a good indication of how the Government handled our present crises. When the bird flu incident occurred, the Government officials acted just like fire-fighters trying to put out a fire. TQM emphasizes prevention, which is better than cure. More attention should be paid to preparatory work. If the Government had a good quarantine system and preventive measures for imported poultry, it would not have been thrown into such confusion when the bird nu epidemic broke out. It is never too late to take remedial action. I hope we, Members of the Urban Council, can play
Page 482 of 654
Page 482 of 654
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