ANQ Congress 2015 Taipei Program Manual and Abstract Book

Transcription

1 ANQ Congress 2015 Taipei Program Manual and Abstract Book

2 The ANQ Congress 2015 Taipei September 23-24, ii -

3 The ANQ Congress 2015 Taipei September 23-24, Contents - 1. Theme of the ANQ Congress 2015 Taipei The ANQ Way Message from ANQ Chairperson ANQ Member Organizations Members of Board Meeting The Committees of ANQ Greetings from ANQ Congress Organizing Committee Chairman Honorable Guest: Dr. Tyzz-Jiun Duh (Minister of NDC) Congress Advisory Committee Congress Organizing Committee General Transport Information ANQ Congress Location/Direction Map Congress Program Schedule Overview Keynote Speeches Keynote Speech Ⅰ: Dr. Hsing-Shih Chen Keynote Speech Ⅱ: Dr. Yoji Akao Keynote Speech Ⅲ: Dr. Noriaki Kano Keynote Speech Ⅳ: Mr. Gregory H. Watson Keynote Speech Ⅴ: Mr. David Lee Keynote Speech Ⅵ: Dr. Yury Gusakov Prof. Kaoru Ishikawa Birth Centenary Commemoratory Session Speech Ⅰ: Dr. Noriaki Kano Speech Ⅱ: Prof. Kazuyuki Suzuki Speech Ⅲ: Mr. David Hutchins Speech Ⅳ: Mr. Shih-Shui Yeh Speech Ⅴ: Mr. Janak Mehta Speech Ⅵ: Mr. Janardan Ghimire i -

4 The ANQ Congress 2015 Taipei September 23-24, ANQ IKA Award Presentation IKA Awardee Ⅰ: Mr. Song Zhiping IKA Awardee Ⅱ: Mr. Nguyen Quang Toan IKA Awardee Ⅲ: Mr. Somchai Nirapathpongporn IKA Awardee Ⅳ: Mr. Tsong Chawson ARE-QP Award Presentation ARE-QP Award Ⅰ: China UnionPay ARE-QP Award Ⅱ: Jiangling Motor Company Limited ARE-QP Award Ⅲ: Children's Republican Clinical Hospitaal of Tatarstan Republic ARE-QP Award Ⅳ: Niznevartovsk City Policlinics ARE-QP Award Ⅴ: Organik Dalat JVC Company ARE-QP Award Ⅵ: Petrolimex Saigon, Co. Ltd ARE-QP Award Ⅶ: PTT Global Chemical Public Company Limited th IAQ/ANQ Symposium Technical Program Committee Session Schedule Session Ⅰ Session Ⅱ Session Ⅲ Session Ⅳ Session Ⅴ Poster Session Index of Authors Quality Academicians and Practitioners Index Quality Keywords Index Sponsors Logo ii -

5 The ANQ Congress 2015 Taipei September 23-24, Theme of the ANQ Congress 2015 Taipei The theme of ANQ 2015, Using Quality as Differentiator to Gain Competitive Advantage, focuses on the continuous drive toward quality excellence, which in turn creates a competitive advantage for the organization. Quality has been deeply involved in many facets of our lives, from industrial production, material and product delivery, retail layout, customer service, hospital efficiency to educational outcome, just to name a few. And different professions closely rely on quality as their strategy in gaining competitive advantage. The Kano Model is one of the great theories in practice. Asia has come a long way from the low-cost labor force and low price competition entering the high quality and innovation Blue Ocean Strategy in the global market. To continue such positive force and ensure such important global position, Asia must take hold of quality and explore its multidimensional application to be competitive and to differentiate among various organizations in the world. Numerous means have been adopted to treat quality as differentiator; such as, offering unique product features through design quality and attractive quality, providing cost saving and durable product through green design, furnishing convenient and warmest health care/home care through process design or IT application, just to name a few. The ANQ 2015 in Taiwan welcomes you to join in and participate in sharing your works the ANQ Way where academicians and professionals/practitioners share valuable findings and practices using quality as differentiator to gain competitive advantage in Asia and beyond

6 The ANQ Congress 2015 Taipei September 23-24, The ANQ Way Various regions of Asia form Asian Network for Quality with the Goal of contributing to creativity, integration, prosperity and quality of human life in Asia through the Strategy based on constancy of purpose, knowledge creation, voluntary spirit and system approach to improvement; living the Asian Way of harmony in diversity, mutual respect and austerity; following Core Values based on honesty, flexibility and self-control

7 The ANQ Congress 2015 Taipei September Goals The reason for existence of ANQ Quality of Human Life: Contributing to quality of human life where people live with dignity and achieve balance in fulfilling physical, emotional, intellectual and self-actualization needs in harmony with nature. Prosperity: Contributing to the prosperity of not only the current generation but also leaving a legacy for the future generations through appropriate focus on material, social and environmental issues; limiting consumption of abundant natural resources that may not be easy to renew; limiting damage to the environment that can be restored through natural activity. Uniqueness, Integration and Inter-dependence: Working for the integration of various elements within the society and amongst societies respecting uniqueness while harnessing the power of inter- dependence thereby reducing the disparities while enhancing prosperity for all members. 3C s Customer satisfaction through Competitiveness and Creativity: Contributing for developing creativity of people and competitiveness of the regions that would lead to satisfaction of customers around the world. 2.2 Strategy The way to achieve the goals Constancy of Purpose: Focus on the long term purpose to provide constancy while taking care of the short-term needs. System Approach to Improvement: Develop and encourage use of system approach and scientific methods for breakthrough and continuous improvement through knowledge sharing. Knowledge Development for Enriching Inherent Intelligence: Develop network for knowledge development amongst members for advancement of science & technology through promotional activities for the research and development of philosophy, theory, methodology and application in the field of quality and quality management; and supplement the inherent intelligence of the people of the region to achieve ANQ Goals

8 The ANQ Congress 2015 Taipei September 23-24, 2015 Integrity in performance and Voluntary participation: Develop an environment that encourages voluntary participation in fact based management that leads to integrity in performance. 2.3 Asian Way Typical attributes of Asian culture that are commonly displayed and are distinct from those of other cultures: Harmony in Diversity Working in harmony with nature and amongst each other, sharing common interests; while respecting the diversity of language, culture, beliefs and living habits of different people. Creating a balance between the needs of the various stakeholders and ecological systems. Mutual Respect and Compassion: Mutual learning and knowledge sharing by respecting each others thoughts, beliefs and actions; Compassion towards others through kindness, empathy and sympathy; Warm hearted hospitality. Austerity and Simple Living: Austere & simple living; making do with what we have; living within our means. Effective and Efficient Use of Abundant Resources: Effective and efficient utilization of resources even when in abundance, particularly the people; eliminating waste of all kind through a habit of saving and sharing. 2.4 Core Values Values are the basic beliefs that govern the behavior and the actions. If these are in consonance with natural laws the long-term prosperity can be achieved Honesty and Sincerity: To follow the ANQ way even in face of adverse circumstances. It is the courage and will power to stand up to our ideals and convictions in the face of all challenges. Walk the Talk; Practice what we preach. Flexibility and Adaptability: Ability of being able to accommodate the diverse needs in a given situation to create harmony without sacrificing long-term purpose; Flexibility in thinking, behavior and action while - 4 -

9 The ANQ Congress 2015 Taipei September responding with agility & speed. Self control and Responsibility: It is a self-imposed curb on expenditure of human energy in wasteful channels and redirecting the energy thus conserved to constructive work, using the inherent intellectual talent in a responsible way

10 The ANQ Congress 2015 Taipei September 23-24, Message from ANQ Chairperson ANQ Chairperson: Dr. Yury Gusakov Biography: Dr. Yury Gusakov graduated from Moscow University (economics) in 1972 and same year joined Training Academy for standardization and quality in Moscow, Russia. Later he worked in Russian R&D Institute for normalization in mechanical engineering, Institute of standardization and in as Vice President of Rosstandart, Russian National Standardization body. At present he acts as Board Member of Rosstandart. In 2003 he joined Russian Organization for Quality (ROQ) as Senior Vice President and CEO. In he was elected President of European Organization for Quality (EOQ), in Coordinator of World Alliance for Quality (WAQ), from Chairman, Asia Network for Quality (ANQ). Y. Gusakov is a Doctor of Science (economics), Professor, Academician of IAQ, Fellow of CQI, UK, Russian National Representative in ANQ, EFQM and EOQ. Starting 2015 he is also a Chair of International Programs on Quality for Russian Training Academy of standardization and Quality. Message from ANQ Chairperson Dear quality professionals, Dear friends, It is my honor and pleasure to invite you to 13th Annual Congress of Asian Network for Quality (ANQ) scheduled to be held in Taipei during September For last decade ANQ has been working hard on promoting quality in Asia and as a result ANQ Annual Congress by right has managed to take its place on the lines of other world annual quality events like ASQ Annual Conference, EOQ Congress and other

11 The ANQ Congress 2015 Taipei September We are proud that at present ANQ Congresses attract attention of large professional audience but even more noteworthy is the fact that majority of our participants includes young quality specialists who appreciate and understand key addresses on global issues of quality. At the same time delegates have an opportunity to obtain actual practical experience by attending parallel Congress Sessions on different quality aspects. ANQ has obtained strong positive experience on organizing of Congresses previously held in Tokyo, Singapore, Bangkok, Seoul, Hong Kong and other Asian cities and we are sure that Taipei ANQ Congress2015 will soon be added to our list of successful ANQ events. International Experience of CSQ, scientific approach and top professional level of Congress Organizing Committee alongside with traditional friendly attitude of Taipei citizens and good location of Congress create best environment for the grand success of the Congress in Taipei in September this year. All of us in ANQ will do our best for you, not only to gain new experience in Quality but also feel yourself going the Asian way with us, being a part of Asian quality community. Welcome to Taipei ANQ Congress! For more details please visit our website and congress website Regards, Y. Gusakov ANQ Chairman - 7 -

12 The ANQ Congress 2015 Taipei September 23-24, Member Organizations Bangladesh Society for Total Quality Management (BSTQM) China Association for Quality (CAQ) *. Chinese Society for Quality (CSQ) *. Dubai Quality Group (DQG). Hong Kong Society for Quality (HKSQ). Indian Society for Quality (ISQ) *. Indonesian Quality Management Association (IQMA). Iranian Society for Quality Managers (ISQM). Japanese Society for Quality Control (JSQC) *. Kazakh Organization for Quality and Innovation Management (KOQIM) *. Korean Society for Quality Management (KSQM) *. Network for Quality, Productivity and Competitiveness Nepal (NQPCN). Quality and Productivity Society of Pakistan (QPSP). The Russian Organization for Quality (ROQ) *. Singapore Quality Institute (SQI) *. The Standards and Quality Association of Thailand (SQAT) *. Vietnam Quality Association of Ho Chi Minh City (VQAH) *. Affiliated Member Korean Standards Association (KSA). Quality Council of India (QCI). Partner Organization New Zealand Organization for Quality (NZOQ) - 8 -

13 The ANQ Congress 2015 Taipei September Members of Board Meeting Honorary Chair Honorary Director Honorary Director Honorary Director Honorary Director Chairperson Secretary General Dr. Noriaki Kano Dr. Chih-Han Wang Prof. Suh Yung-Ho Mr. Janak Kumar Mehta Kenneth Liang Wai Yin Mr. Yury Gusakov Kitson Leonard LEE China Association for Quality (CAQ) Website Director Director Ms. Duan Yihong Ms. Wang Lilin Chinese Society for Quality (CSQ) Website Director Director Dr. Iuan-Yuan Lu Dr. Ching-Chow Yang Indian Society for Quality (ISQ) Website Director Director Mr. Kiran Deshmukh Mr. Anil Sachdev - 9 -

14 The ANQ Congress 2015 Taipei September 23-24, 2015 Japanese Society for Quality Control (JSQC) Website Director Director Prof. Satoko Tsuru Shu Yamada Korean Society for Quality Management (KSQM) Website Director Director Dr. Wan-Seon Shin Dr. Uk Jung Russian Organization for Quality (ROQ) Website Director Chair Director Dr. Gennady Voronin Mr. Yury Gusakov Singapore Quality Institute (SQI) Website Director Mr. Kenneth Liang Mr. Too Meng Ken Standards and Quality Association of Thailand (SQAT) Website Director Director Dr. Panisuan Jamnarnwej Mr. Chaicharn Ungsriwong

15 The ANQ Congress 2015 Taipei September Vietnam Quality Association of Ho Chi Minh City (VQAH) Website Director Director Dr. Ngo Van Nhon Mr. Tran Hai Duc Kazakh Organization for Quality and Innovation Management Website Director Director Prof. Azat A. Abdrakhmanov Mr. Dias Murzakhanov

16 The ANQ Congress 2015 Taipei September 23-24, The Committees of ANQ Committee Purpose Name Designation Organization ID Sagarmatha/ Chomolangma Club To develop a recognition system for best in Ms. Fan Qing Chairperson Member ISQ CAQ ram@100water.com fanqing@caq.org.cn Asian Quality Recognition/ Award Committee Certification and Education Committee Publication Committee Finance Committee Ishikawa-Kano Award Congress class practices To showcase the top notch organizations as models of good quality practices among ANQ members. To design and implement a certification system for individuals for building their capabilities in quality field Dr. Su Yamada Chairperson JSQC Yamada.shu.gn@tsukuba.ac.jp Ms. Fan Qing Member CAQ fanqing@caq.org.cn Dr. Wen-Kui Chang Member CSQ wkc@thu.edu.tw Dr. Y. Iizuka Member JSQC izukay@tqm.t.u-tokyo.ac.jp Dr. Hee Jun Park Member KSQM h.park@yonsei.ac.kr Dr. Yury Gusakov Member ROQ ygus@redline.ru Dr. Chua Wee Kwang Member SQI weekchua@hotmail.com Dr. Panisuan Jamnarnwej Member SQAT panisuan@msn.com Mr. Hesam Aref Kashfi Member ISQM hesamarefkashfi@gmail.com Dr. Ngo Van Nhon Member VQAH vqa.hcm@gmail.com Mr. Kenneth Liang Chairperson SQI ken_lwy@yahoo.com Ms. Fan Qing Member CAQ fanqing@caq.org.cn Mr. Anil Sachdev Member ISQ anil@tqmi.com Dr. Sang-Chan Park Member KSQM sangchanpark@kaist.ac.kr Prof. Phulporn Member SQAT phulporn@yahoo.com Dr. K.S. Chin Member HKSQ mekschin@cityu.edu.hk Dr. Ngo Van Nhon Member VQAH vqa.hcm@gmail.com To publish AJOQ Dr. Sang-Chan Park Chairperson KSQM sangchanpark@kaist.ac.kr Ms. Fan Qing Member CAQ fanqing@caq.org.cn Dr. Wen-Kui Chang Member CSQ wkc@thu.edu.tw Dr. A. K Srivastava Member ISQ Srivastava;iiasqm@gmail.com Mrs. Nataly Tomson Member ROQ ygus@gostasia.com.sg Dr. Paritud To look after finances of ANQ To award Ishikawa-Kano Award to individual who has excelled in the field of the quality management and practices. To assist ANQ members organizations to host ANQ Congress efficiently and effectively Bhundhubunyong Member SQAT panisuan@msn.com Dr. Ngo Van Nhon Member VQAH vqa.hcm@gmail.com Mr. Do Nhu Luc Member VQAH luckdoluck@gmail.com Dr. Tomomichi Suzuki Chairperson JSQC suzuki@ia.noda.tus.ac.jp Ms. Fan Qin Member CAQ fanqing@caq.org.cn Mr. Rajendra Prasad Member ISQ Rajendra.Prasad@srf.com Dr. Aaron Tong Member HKSQ mekschin@cityu.edu.hk Prof. Suh Yung-Ho Chairperson KSQM suhyh@khu.ac.kr Mr. Qi Wei Ming Member CAQ cqca@public.bta.net.cn Dr. Iuan-Yuan Lu Member CSQ Prof. Y. Iizuka Member JSQC izukay@tqm.t.u-tokyo.ac.jp Mr. Kiran Deshmukh Member ISQ Prof. Phulporn Saengbangpla Kiran.deshmukh@sonagroup.c om Member SQAT phulporns@hotmail.com Prof. Y. Ando Chairperson JSQC' ggb01070@nifty.ne.jp

17 The ANQ Congress 2015 Taipei September Greetings from Chairman of the Organizing Committee for ANQ Congress 2015 Taipei Distinguished Guests, Quality Professionals, Fellow Delegates, Ladies and Gentlemen, Good morning, On behalf of the Organizing Committee for ANQ Congress 2015 Taipei and the host organization CSQ, Chinese Taipei, I hereby convey my heartiest welcome and greetings to you all. And also, I would like to express my many thanks to participants coming from different area of Asia and even far from America and Europe. As we already know, Dr. J. M. Juran, the famous international quality scholar has predicted that the 21 century will be the Century of Quality, and quality will be the core of international competition. Compare to ASQ and EOQ, ANQ was late at its starting, but it developed steadily in last decade, not only it has grown in number of member organizations, but also grown in technical capacity in quality. Such a result is obtained through the hard working devoted by all ANQ participants. While, I think it is not enough, sincerely I hope, ANQ should hold to the spirit of Asian Way, and cooperate closely with other international quality organizations to form a worldwide quality family, and progress toward the goal of promoting the quality of human life. The theme of the congress is Using Quality as Differentiator to Gain Competitive Advantage, we think it is the time for promoting such an issue. It is our honor to have invited distinguished guest to give address, and also we have invited 6 quality professionals to deliver lectures on special topics, thus we can expect a plentiful highlight. And for this reason, many thanks for their accepting invitation. The congress has arranged 6 sessions for discussing in different

18 The ANQ Congress 2015 Taipei September 23-24, 2015 field. Among the 6 sessions, one of them is specially arranged and is of great importance, it is Prof. Kaoru Ishikawa Birth Centenary Commemoratory Session. Professor Ishikawa was not only an outstanding Asian quality professionals, but also an international famous quality scholar. Through the recommendation of Professor Kano, we are very happy and deem it an honor to have had such a session. I believe it will surely bring us many things to recollect and many things for enlightening the future development of quality in world. Finally, I would like to express my thanks again to all participants, and especially to our sponsor companies and parties, to our coorganizers of the congress, to advisory members, organizing members, and to many volunteers. The congress won t be successful without their help. Other than sharing the plentiful result of the congress, I wish our congress participants may also see and enjoy the beautiful scenery of Taiwan. Thank you! Introduction to Dr. Chih-Han Wang Education: 1. TGMP-4 Program, Executive Education, Harvard Business School, Harvard University. 2. Ph.D. and M.S. in M.E., University of Cincinnati, Cincinnati, Ohio, U.S.A. 3. B.S. in M.E., Chung Cheng Institute of Technology (CCIT), Taiwan, ROC. Working Experience: 1. Chairperson (2005~2006), Asian Network for Quality (ANQ). 2. Board director (2003~2006), Taiwan Accreditation Foundation (TAF). 3. Board director (1993~2004), China Productivity Center (CPC). 4. President (1990~1992, and 2001~2003), Chinese Society for Quality (CSQ)

19 The ANQ Congress 2015 Taipei September Director (1987~1997), Product Assurance Center, Chung Shan Institute of Technology (CSIST), Taiwan, ROC. 6. Vice Chairman (1998~2003), Council of Strategic Planning Quality and Management Development, and Director (1998~2003), Supervision and Evaluation Office, CSIST, Taiwan, ROC. Honors: 1. Fellow (2011~ ), CSQ. 2. Honoraty Board Director (2007~ ), ANQ. 3. National Quality Award for Individuals (1993), ROC. 4. Distinguished Alumnus, CCIT (1997) and University of Cincinnati (1991). 5. The Caravat Necklet of Yun-Hui Medal for Excellent Contribution in Quality of Products, Awarded by the president of ROC.(1989) 6. Quality Control Award for Individuals, CSQ (1987) Field of Interesting: 1. TQM, NTQM 2. Product Assurance, Environmental Testing and Reliability Engineering Management. 3. Mechanical Vibrations

20 The ANQ Congress 2015 Taipei September 23-24, Honorable Guest: Dr. Tyzz-Jiun Duh (Minister of NDC) Scholars and experts, ladies and gentlemen, good morning, I am very pleased to welcome you all to the ANQ Congress 2015 Taipei organized by the Chinese Society for Quality. Established in 1964, the Chinese Society for Quality has, for over half a century, strived to improve the level of production of quality in Taiwan. The Society has played an active and important role in the promotion of the quality management movement, nurturing of quality management talent and establishment of qualification certification system. Today, largely due to the Society s efforts, Made in Taiwan is now synonymous with quality guarante ed worldwide. In the era of globalization, quality is competitiveness. A major event in the field of quality in Asia, the ANQ Congress 2015 Taipei has brought together eminent experts and scholars in related fields from Taiwan and overseas to share their rich experience and professional insight with respect to topics such as the linking of quality and innovation. In the knowledge century innovation will triumph The 21 st Century is the knowledge century. Economist Joseph Alois Schumpeter s destructive innovation theory has been proven in this current era of continual ICT technology change. Today, innovation doesn t just decide who wins; it is winner takes all. Enterprises which are slow to innovate are to be superseded in the market. Innovation is the law of survival in the modern market place. In this new trend, the quality concept is no longer just being solid and durable; it needs to add innovation and fashion elements. As a member of Asian community, Taiwan do have chance to contribute her endeavor to Asia s progress in quality. For the purpose of accelerating quality innovation, the government has to not only continue strengthening the quality management system, and nurturing quality management talent, but also make concerted efforts to let Made in Taiwan synonymous with innovation inside in the minds of people everywhere. 1. Bolster creative power To make Taiwan a quality island and innovation island, the government is actively

21 The ANQ Congress 2015 Taipei September promoting innovation and entrepreneurship, Productivity 4.0 and other programs to bolster creative power. Main measures are as follows: Building an international startup cluster: The government is currently promoting the Headstart Taiwan project. By linking with renowned overseas accelerators, holding overseas accelerators training camps, and providing a domestic and international mentoring service, as well as building the Taiwan Startup Stadium (TSS), the government aims to raise the international visibility of Taiwan s startup power. Introducing international capital and professional knowledge: Cooperation with domestic and foreign venture capital will be strengthened to channel investment into Taiwan s early startups. So far investment cooperation cases including 500 Startups have been approved, with the sum of NT$13.6 billion. Promotion of intelligent industrial chains: In productivity 4.0 project, the government has selected leading industries such as electronics, precision machinery, retail, logistics and refined agriculture to promote industrial chain vertical and horizontal intelligentization and digitization. 2. Recruiting creative talent Talent is the source of all creativity. To attract global talent, the government is actively implementing a dual strategy of nurturing domestic talent and attracting overseas talent to make Taiwan a treasure trove of talent. Nurturing domestic talent: Active cultivating outstanding talent, retention talent measures, and narrowing the gap between the knowledge and skills people learn at school and what they need for work. The aim is to ease the problem of the coexistence of labor shortage and unemployment. Attracting foreign talent: Improving Taiwan s ability to attract talent, introducing Entrepreneur Visa, attracting innovation and entrepreneurial talent and building an environment conducive to the retaining of talent. 3. Building a creative environment The government will also build the infrastructure for creativity to make Taiwan a training ground for creativity, allowing all kinds of creativity to be freely and fully expressed here. To this end, the government has issued the ide@taiwan 2020 (Creative Taiwan) White Paper. Through the five aspects of basic infrastructure, transparent governance, smart living, internet economy and smart homeland planning by 2020, a

22 The ANQ Congress 2015 Taipei September 23-24, 2015 new intelligent Taiwan with the idea concept will be built with i representing intelligent, d digital, e e-government and a accessible. Quality innovation is an endless road Faced with the fierce competition of the international trade race, Taiwan is actively carrying out the work of quality innovation and evolution. Nevertheless, quality innovation is a road without end. To allow Made in Taiwan brand to always be synonymous with quality guaranteed, the government will continue to work together with industry with the aim of making innovation part of Taiwan s quality DNA. We welcome your suggestions and encouragement to the government. I wish this meeting full success, and wish each of you health and all the best. Thank you!

23 The ANQ Congress 2015 Taipei September Congress Advisory Committee Name Title Present position 詹岳霖 Yeh-Lin Chan Chairman President, Chinese Excellent Management Association 朱樹勳 Shu-Hsun Chu Member Vice Chairman, Far Eastern Medical Foundation Board 佘日新 Peter J. Sher Member Chairman, Corperate Synergy Development Center 吳元超 Yuan-Chao Wu Member Chairman, Shin Puu Technology Co., Ltd. 吳宗寶 Engel Wu Member Chairman, Protech Systems Co., Ltd. 邱謝俊 Eugene Chiu Member Chairman, Universal Integrated Corp. 顏博文 Po Wen Yen Member CEO, United Microelectronics Corp. 高辛陽 President, Chinese Association for Industrial Technology Member Sin-Yan Kao Advancement 楊弘敦 Hung-Duen Yang Member President, National Sun Yat-sen University 張家宜 Chia-I Chang Member President, Tamkang University 徐澤志 Tze Chi Hsu Member Acting President, Yuan Ze University 李清潭 Dean, College of Management, National Sun Yat-sen Member Chin-Tarn Lee University 許勝雄 Rock Hsu Member Chairman, Chinese National Federation of Industries 陳兆祥 General Manager, KODA PHARMACEUTICAL Member Zhao-Xiang Chen CO.,LTD. 陳始明 Cher-Ming Tan Member Professor, Chang Gung University 陳興時 Robert Chen Member Chairman & CEO, GLORIA Group

24 The ANQ Congress 2015 Taipei September 23-24, 2015 曾子章 Tzyy Jang Tseng 黃明和 M.H. Huang 王錫欽 Shin-Chin Wang 劉國昭 Kuo-Chao Liu 劉惠珍 Jane H. Liu 蔡裕慶 Kim Tsai 戴宏全 Hung-Chuan Da 謝清福 Frank Hsieh Member Member Member Member Member Member Member Member Chairman, Unimicron Technology Corp. Chairman, Victor Taichung Machinery Works Co., LTD. Vice President, China Steel Corporation Chairman, Electronics Testing Center, Taiwan CEO, NEW DEANTRONICS LTD. Chairman, Mobiletron Electronics Co., Ltd. Chairman, Hon Chuan Enterprise Co. Ltd. President, Kenmec Group

25 The ANQ Congress 2015 Taipei September Congress Organizing Committee Chairman CSQ Chairman Vice Chairman Vice Chairman Technical Program Committee Chairman Finance Committee Chairman Logistics Committee Publicity Chairman Reception Committee Chairman Secretary General Director Director Director Director Director Master of Congress Master of Congress Master of Ishikawa Session Dr. Iuan-Yuan Lu Dr. Chih-Han Wang Mr. Robert Lu Dr. Ching-Chow Yang Dr, Chuen-Sheng Cheng Dr. Mei-Ling Chen Mr. Ying-Hsien Lin Dr. Tan Cher Ming Dr. Ting-chi Hsu Mr. Sheng-Pin Kuan Mr. Sin-Yan Kao Dr. Andy Huang Mr. Chen-Chang Chen Mr. Hsin-Yang Lai Dr. Chih-I Ts ao ms78.hinet.net Dr. Yeajou Shiau Dr. Chen-Ju Lin Ms. Fanglan Chou

26 The ANQ Congress 2015 Taipei September 23-24, General Transprot Information Airport To Taipei

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33 The ANQ Congress 2015 Taipei September From Taipei MRT TO Chientan Youth Activity Center Chientan (Jiantan) MRT Station

34 The ANQ Congress 2015 Taipei September 23-24, 2015 Chientan (Jiantan) MRT Station To Chientan Youth Activity Center Chientan Youth Activity Center

35 The ANQ Congress 2015 Taipei September ANQ Congress Location/Direction Map Chientan Youth Activity Center Sketch Map Chientan Youth Activity Center Big Pond Small Pond Teaching Hall Chin Ching Building Cyun Ying Hall Lodgment Building

36 The ANQ Congress 2015 Taipei September 23-24, 2015 Map of Chientan Youth Activity Center M R T Pond Pond Teaching Hall Cyun Ying Hall Lodgment Building

37 The ANQ Congress 2015 Taipei September Congress & Ishikawa Birth Centenary Session Cyun Ying Hall 2 nd Floor Cyun Ying Hall 4th Floor

38 The ANQ Congress 2015 Taipei September 23-24, 2015 Teaching Hall Session Rooms 1 st Floor

39 The ANQ Congress 2015 Taipei September Teaching Hall Session Rooms 2 nd Floor

40 The ANQ Congress 2015 Taipei September 23-24, Congress Program Schedule Overview Time 23 September 2015(Opening Ceremony) Program 08:30~09:00 Congress Registration 09:00~09:30 09:30~10:00 Congress Welcome Address: Dr. Yury Gusakov Host Welcome Address: Dr. Chih-Han Wang Honorable Guest: Dr. Tyzz-Jiun Duh (Minister of NDC) Keynote Speech : Dr. Hsing-Shih Chen (President of Gloria Material Technology Corp.,GMTC) 10 min 10 min 10 min 30 min 10:00~10:30 Refreshment Break 30 min 10:30~11:00 11:00~12:00 Keynote Speech : Dr. Yoji Akao Dr. Catherine Chan(Chair of Hong Kong QFD Association) ANQ IKA Award Presentation: Dr. Yury Gusakov Awardees Appreciate Speech 30 min 60 min 12:00~13:30 Lunch Break 90 min 23 September (13:30~17:00) Prof. Kaoru Ishikawa Birth Centenary Commemoratory Session Time 13:30~15:00 Program 13:30~14:00 Dr. Noriaki Kano Speech 30 min 14:00~14:30 Prof. Kazuyuki Suzuki Speech 30 min 14:30~15:00 Mr. David Hutchins Speech 30 min 15:00~15:30 Refreshment Break 30 min 15:30~17:00 15:30~16:00 Mr. Shih-Shui Yeh Speech 30 min 16:00~16:30 Mr. Janak Mehta Speech 30 min 16:30~17:00 Mr. Janardan Ghimire Speech 30 min 23 September (13:30~17:00) SessionⅠ(13:30~15:00) SessionⅡ(15:30~17:00) Poster Session(13:30~17:00) 24 September (9:00~15:00) SessionⅢ(09:00~10:30) SessionⅣ(11:00~12:30) SessionⅤ(13:30~15:00) 15:00~15:20 Refreshment Break 20 min

41 The ANQ Congress 2015 Taipei September Time 24 September 2015 (Closing Ceremony) Program 15:20~15:50 Keynote Speech Ⅲ:Dr. Noriaki Kano 30 min 15:50~16:20 Keynote Speech Ⅳ:Mr. Gregory H. Watson 30 min 16:20~16:40 Refreshment Break 20 min 16:40~17:10 Keynote Speech Ⅴ:Mr. David Lee(President of King Design) 30 min 17:10~17:40 Keynote Speech Ⅵ:Dr. Yury Gusakov 30 min 17:40~17:55 ARE-QP Award Presentation 15 min 17:55~18:10 Best Paper Award Presentation 15 min 18:10~18:20 Invitation ANQ Congress 2016: Dr. Yury Gusakov 10 min 18:20~18:30 Invitation International Symposium Prof. Kaoru Ishikawa Birth Centenary Commemoration: Dr. Noriaki Kano 10 min 18:30~19:00 Social Activity 30 min 19:00~21:00 Gala Dinner 120 min

42 The ANQ Congress 2015 Taipei September 23-24, 2015 Date When Time 9/22 9:00~17:00 Allocation of Congress Program & Sessions Where What Board Meeting Cyun Ying Hall 9/23 9:00~12:00 Opening 9/23 13:30-17:00 Ishikawa 9/23 13:30-17:00 9/23 13:30-15:00 9/23 15:30-17:00 Poster Session Session I Session II 328 9/23 18:00~19:30 IAQ 325 ANQ-1 9/23 18:00~19:30 CQF 9/24 09:00~12:00 IAQ/ANQ 9/24 09:00-10:30 9/24 11:00-12:30 9/24 13:30-15:00 Session III Session IV Session V 9/24 15:30-17:00 Closing Congress Affairs Board Meeting Opening: Opening Ceremony Ishikawa: Professor Kaoru Ishikawa Birth Centenary Commemoratory Session IAQ=IAQ Meeting IAQ/ANQ=IAQ/ANQ Symposium Session-Ⅰ~Session-Ⅴ Poster Session ARE: ARE-QP Session Closing: Closing Ceremony CQF: Chinese Quality Forum Gala Dinner Room: Banquet Room Lunch Room: Banquet Room Board Meeting Dinner Room: Lian Hua lounge 324 ANQ ANQ ANQ ANQ ANQ-6 ARE-QP PC-1 QM-1 QP-1 HS-1 PM-1 ARE-QP PC-2 QM-2 QP-2 HS-2 PM-2 CS-1 PC-3 QM-3 QP-3 HS-3 PM-3 CS-2 PC-4 QM-4 QP-4 OB-1 QS-1 ED IC LS QP-5 OB-2 QS-2 Session Affairs ARE-QP: ARE-QP Winners' Presentations CS: Customer Satisfaction ED: Education HS: Health Care & Safety IC: Innovation & Creation LS: Lean & Six Sigma OB: Other Business Areas PC: Process Control PM: Process Management QM: Quality Management QS: Quality Service IAQ Meeting Dinner Room: Lian Hua lounge CQF Meeting Dinner Room: Lian Hua lounge

43 The ANQ Congress 2015 Taipei September Keynote Speeches 14-1 Keynote Speech Ⅰ: Dr. Hsing-Shih Chen Keynote Speech Ⅱ: Dr. Yoji Akao Keynote Speech Ⅲ: Dr. Noriaki Kano Keynote Speech Ⅳ: Mr. Gregory H. Watson Keynote Speech Ⅴ: Mr. David Lee Keynote Speech Ⅵ: Dr. Yury Gusakov

44 The ANQ Congress 2015 Taipei September 23-24, Keynote Speech Ⅰ: Dr. Hsing-Shih Chen Biography: Achievement Honors and Awards: th International Stainless & Special Steel Executive Award by Steel & Metals Market Research 2013 ITRI Laureate 2013 Fellow of Materials Research Society-Taiwan 2009 K.T. Lee Administration Medal of Chinese Management Association Present position: Group Chairman & CEO of Gloria Group Chairman & CEO of Gloria Material Technology Corp. Chairman & CEO of S-Tech Corp. Vice President of Chinese Excellent Management Association (CEMA) Director of the Board Meeting of Taiwan Aerospace Corp. (TAC) Executive director of Taiwan Light Metals Association Director of the Board Meeting of Industrial Technology Research Institute (ITRI) Director of Association of ITRI Alumni and Chairman of Southern Taiwan Chapter Director of the Board Meeting of Executive Committee of Metal Industries Research & Development Centre Director of Taiwan Steel & Iron Industries Association Education: PhD of Material Engineering at Technical University Hannover in Germany (1975) MBA in Management Educational Institute, Arthur de Little Co. in U.S.A. (1986) MS of Mechanical Engineering at National Cheng-Kung University (1969) BS of Mechanical Engineering at National Cheng-Kung University (1967)

45 The ANQ Congress 2015 Taipei September Experience: Director of Taiwan Textile Research Institute (TTRI) Chairman of Taiwan Titanium Association, TTA Industrial Technology Advisor of Ministry of Economic Affairs, R.O.C. Vice Chairman of Federation of Asian Die & Mould Associations (FADMA) Director of Chinese National Federation of Industries Chairman of Taiwan Mold & Die Industry Association Director of International Special Tooling and Machining Association (ISTMA) Director of Mold & Die Industry Association Deputy General Director of Material Research Laboratory in Industrial Technology Research Institute Director of the Graduate School of Mechanical Engineering at National Cheng-Kung University

46 The ANQ Congress 2015 Taipei September 23-24, Keynote Speech Ⅱ: Dr. Yoji Akao Biographies: Prof. Akao is the Founder of Quality Function Deployment (QFD). As far back as the 1960s, he explored ways to apply powerful Japanese problem solving algorithms to designing products right the first time. Initially using a fishbone diagram, his more complex analyses led to a matrix to identify the design elements which would impact customer satisfaction the greatest. Prof. Akao received the prestigious Deming Prize for Individuals in 1978, Vision Award from GOAL/QPC in 1990 and Best on Quality Award from IAQ in He also received Distinguished Service Medal of ASQ in 2001, Shainin Medal of ASQ in 2006 and Ishikawa-Kano Award of ANQ in Besides, he was awarded as Honorary Member of JSQC in 1999, named as the 24th Honorary Member of ASQ in 2009, and, elected as an Honorary Member of IAQ in 2009 as well. Prof. Akao is the Chairman of the International Council of QFD, Founding Advisor of QFD Institute, Board Advisor of IAQ, and, Honorary President of Hong Kong QFD Association. Prof. Akao published eight QFD books, with all of them translated into English, Chinese and/or German. The commonly known QFD Bible - Quality Function Deployment: Integrating Customer Requirements into Product Design was the English version of his Japanese book: Practical Applications of Quality Deployment for New Product Development. Akao Prize and Akao Scholarship are two distinguished awards that established in the mid-1990s in his honor

47 The ANQ Congress 2015 Taipei September Dr. Chan is the Founder President of Hong Kong QFD Association. Since the early 2000s, she has started following Prof. Yoji Akao, Founder of QFD, and Mr. Glenn Mazur, Executive Director of QFD Institute of the USA, on learning and practicing QFD. Dr. Chan is a Certified QFD Black-Belt and a committee member of the International Council of QFD. She is the winner of Akao Scholarship 2007 and Best Doctoral Thesis Application of QFD Award With total support of her two masters, Dr. Chan has been actively engaged in introducing and promoting QFD to academics and industrial practitioners

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49 The ANQ Congress 2015 Taipei September Keynote Speech Ⅲ:Dr. Noriaki Kano Biography: Credentials: Professor Emeritus, Tokyo University of Science, Doctor of Engineering (University of Tokyo) Engagements: Honorary Chairperson (2005-), Chairperson, Asian Network for Quality (ANQ) Chairman (2011-), Selection Committee for Deming Prize for Individuals, Chairman, Deming Application. Prize Committee, Committee Member, Deming Prize Committee Lecturer (1964-), Board Member (2000-), Union of Japanese Scientists and Engineers (JUSE) Lecturer (1976-), Board Member, The Overseas Human Resources & Industry Dev t Association (HIDA) Foreign Honorary Advise (2006-), China Association for Quality (CAQ) Honorary Member (2010-), President, Member, Japanese Society for Quality Control (JSQC) Honorary Member (2012-), Principal Counselor (2012-), Indian Society for Quality (ISQ) Honorary Member (2014-), Fellow, American Society for Quality (ASQ) Honorary Member (2014-), Academician, International Academy for Quality (IAQ) Corporate Auditor of Sekisui Chemical Ltd., Chair Professor, 2006 Honorary Doctor, Chungyuan Christian University (CYCU, Taiwan) Board Director, Komatsu Ltd Advisory Professor, Tongji University (Shanghai) Dr. Kano was invited for research, lecture, and consultation by domestic and overseas quality related organizations. The number of the countries he has visited reaches over 60 countries

50 The ANQ Congress 2015 Taipei September 23-24, 2015 Publications: Over 300 papers books including Attractive Quality (Kano Method / Kano Model), Guide to TQM in Service Industries (in English) and Way to Breakthrough and Creation (in Japanese). Honors: 2014 A. V. Feigenbaum Lifetime Achievement Medal, 2004 Harrington-Ishikawa Medal (APQO) 2012 Honorary Member, 2008 Dronacharya Award by Indian Society for Quality (ISQ) 2010 Ishikawa-Kano Award Established by Asian Network for Quality (ANQ) 2009 Kano Quality Award Established by Technological Promotion Association (TPA, Thailand) 2009 Distinguished Service Medal, 2006 E. L. Grant Medal and 2002 E. Jack Lancaster Medal (ASQ) 2006 Honorary Doctor, Chungyuan Christian University (CYCU, Taiwan) 1997 Deming Prize for Individuals by Deming Prize Committee (JUSE) 1997 Deming Lecturer by American Statistical Association (ASA) and many others Work Experiences: Professor, Tokyo University of Sciences(TUS) Lecturer & Associate Professor, The University of Electro-Communications Education: Completed Undergraduate & Doctoral Courses, Engineering School, the University of Tokyo

51 The ANQ Congress 2015 Taipei September Framework for Quality for Sales with Q1, Q2, and Q3 ~ Q1(past quality), Q2(present quality), Q3(future quality) ~ Abstract: Needless to say, the objective of quality management is to enhance customer satisfaction, which in turn has considerable impact on the financial results of the manufacturer. Customer satisfaction in turn is impacted by Quality for Cost (QfC); quality management has thus far focused efforts in this realm primarily on paying out warranty claims, recalling products, and guarding against the repetition of past failures in new products. However, in the highly competitive future environment emerging in the global market, there is a need to develop a concept of Quality for Sales (QfS) that has to be practiced in addition to QfC. In order to discuss this objective, we develop a theory of sales with quality as follows - Based on the sales model consisting of demand, coverage and success rate of sales, the factors for sales is arranged as Hierarchical Sales Structure Model (HSS Model). - In replacement market, we classify the quality of a product into Q1 (Past Quality), Q2 (Present Quality) and Q3 (Future Quality). All of Q1, Q2, and Q3 are quality of sales (QfS) while Q1 related to warranty claim and Q3 are quality for cost (QfC). As an example of the application of the above theory, the questionnaire survey was conducted to a group of consumers for their car replacement. Based on the result of the survey, we discuss what kind of useful information we may get for sales and quality from the theory

52 The ANQ Congress 2015 Taipei September 23-24, Keynote Speech Ⅳ:Mr. Gregory H. Watson & Andrew D. Watson Biographies: Gregory H. Watson is a past-president and an Honorary Member of the International Academy for Quality (IAQ), past-president and Fellow of the American Society for Quality (ASQ), Honorary Member of twelve national quality organizations (including Finland, Russia and the United Kingdom) and recipient of over thirty major quality awards including: W. Edwards Deming Medal of the Union of Japanese Scientists and Engineers, the Distinguished Service Medal of the American Society for Quality, the Georges Borel Medal of the European Organization for Quality and the Gold Medal of the Finnish Association for Quality. Andrew D. Watson is a visual and media artist in computer graphics and photography and an art educator in the Alexandria City Public Schools (ACPS) district in Virginia. In 2015 he was named Art Education Technology Outstanding Teacher by the National Art Education Association. He is Co-Chair of the National Congressional STEAM Caucus White Paper Writing Group; Founding Member of the Board of Directors of the National Innovation Collaborative; and member of the Teacher Advisory Board of the National Portrait Gallery in the Smithsonian Institute

53 The ANQ Congress 2015 Taipei September Abstract: The Role of Artistic Thinking as an Innovation Stimulus to Increase Quality The Theory of Attractive Quality was developed by Noriaki Kano in the mid-1980s and it describes a way to relate product characteristics to the customer domain. Three functions define this relationship and identify quality characteristics of the product features and functions which fulfill requirements for the customer s satisfaction. One of these items focuses on exceptional innovation that leads to clear competitive advantage: attractive quality. This type of quality is represented by the Japanese term for quality called miryokuteki ( 魅力 ) which is an aesthetic component that is delivered in the actual product or service. When this quality characteristic is fulfilled, it adds value to the product so that the product is noticed and perceived by customers as aichaku ( 愛着 ) or "desirable to possess," literally "fit for love" and it describes the situation where an actual entity has been "designed to be wanted" (e.g., a that pen feels good in your hand while you are writing or a car s atmosphere that is calming even in stressful traffic conditions). An example of this aichaku quality is when Steve Jobs told Apple designers to make a design of the iphone buttons so that people would want to eat them! This paper describes various components of artistic thinking and the process of studio design as potential drivers of aichaku quality and innovation in a new product development process and thereby contributing to the development of attractive quality

54 The ANQ Congress 2015 Taipei September 23-24, Keynote Speech Ⅴ:Mr. David Lee Biography: David Lee is Chairman of King Design Industrial Co., Ltd., since The Vibration, Shock, and Reliability lecture of Taiwan Industrial Development Bureau & ECT, Ministry of Education, University Technical and Vocational Colleges, Council of Reliability Engineering Association Society for Quality Reliability Engineering group, Vice Chairman of Taiwan Invention Association, Committee of TAF Ministry of Economic Affairs - Energy Review, Highest of Executive Branch - Committee of Public Safety - Wind Power Facilities to Promote Review Committee, ITRI-Industrial Technology Research Institute - Future Technology, SEMI-TC members of the international semiconductor industry and Materials, Innovation of the Year / Final Evaluation Committee, SEMI-PV reliability task of packing and shipping work. David Lee graduated from American University of Management Technology UMT Project Management Master. He has been invited as CPC vibration measurement manager class lecture, Consultancy of CMS-NML measurement center the vibration lab & U.S. JPL jet Propulsion Laboratory stress analysis. Successfully assist domestic and international industrial, aerospace components to improve its Reliability. In the past 20 years, David Lee won dozens of Medals & Prizes in the related field around the world, such as International Exhibition of Inventions in Geneva Gold Medal, American INPEX Pittsburgh International Invention first prize, Personal Invention Achievement Award, Malaysia University, Korea International Invention Award Gold Medal etc. David Lee is specialty of Dynamic Stress Analysis, Innovation R & D and marketing strategies, Project Engineering Analysis and Management, Vibration and impact of structural stress analysis and improvement, Reliability Analysis and Projections, High acceleration (120,000 g) Impact Test planning and stress Analysis, Active vibration isolation, Anti-vibration engineering application, Laser Doppler modal analysis, FEA & EMA analysis, AST / HALT / HASS / HASA / ESS. IEC the international photovoltaic cells standard laboratory instrument manufacture

55 The ANQ Congress 2015 Taipei September Innovation vs. Quality Abstract: As a dual profession of an inventor and a reliability equipment manufacturer, I am delightful to talk a topic about Innovation vs. Quality realistically. The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano, which classifies customer preferences into five categories, it is Must-be Quality, One-dimensional Quality, Attractive Quality, Indifferent Quality and Reverse Quality. Must-be Quality is what my company s (KDI) business models are; Attractive Quality is what my innovative career is. First, I try to discuss with you what kind of innovative product and service can promote and penetrate into the market; Fig. 1 is the examples of some products and services have been penetrated into market successfully since early of last century. Fig. 1 Second, I try to discuss with you what level of basic quality of product and service can assure customer enjoying his/her satisfaction. IEC entitled dependability management; dependability on efficiency is defined as: "to describe the availability performance and its influence factors (reliability performance, maintenance of effectiveness and maintenance support performance) collective noun"

56 The ANQ Congress 2015 Taipei September 23-24, 2015 Dependability to make a general description of the non-quantitative terms is the goods in terms of time pointers can be considered separately from the following six components: Age, tag: availability, A Operation time, time to failure, ttf: reliability, R Degradation time, tdg: testability, T Support time, time to support, tts: supportability, S Maintenance time, time to restoration, ttr: maintainability, M End of life, eof, twow: durability, L Finally, let us talk about the interaction between innovation and quality. The diversity of human need, caused how an innovative product and service can meet customer satisfaction will be a big issue in the future, but the reasonable Must-be Quality always is the assurance of an innovative product and service can meet customer satisfaction

57 The ANQ Congress 2015 Taipei September Keynote Speaker Ⅵ: Dr. Yury Gusakov Biography: Dr. Yury Gusakov graduated from Moscow University (economics) in 1972 and same year joined Training Academy for standardisation and quality in Moscow, Russia. Later he worked in Russian R&D Institute for normalization in mechanical engineering, Institute of standardisation and in as Vice President of Rosstandart, Russian National Standardization body. At present he acts as Board Member of Rosstandart. In 2003 he joined Russian Organization for Quality (ROQ) as Senior Vice President and CEO. In he was elected President of European Organization for Quality (EOQ), in Coordinator of World Alliance for Quality (WAQ), from Chairman, Asia Network for Quality (ANQ). Y. Gusakov is a Doctor of Science (economics), Professor, Academician of IAQ, Fellow of CQI, UK, Russian National Representative in EFQM and EOQ. Starting 2015 he is also a Chair of International Programs on Quality for Russian Training Academy of standardization and Quality, Russian National Representative in EFQM and EOQ

58 The ANQ Congress 2015 Taipei September 23-24, 2015 Quality and Corporate Social Responsibility Abstract: Social aspect is indispensable element of life for any modern society located in any part of the world: Asia, Europe or other and irrespective of the region or country the origin of social problems everywhere lyes primarily in non compliance between actual quality of life level of particular group of population and their relevant social, moral and pecuniary expectations. There is always several parties who can effect and influence quality of life: governments, politicians, public organizations but primarily key role belongs to business. Since its possessing huge potential resources including financial business is capable to resolve or to speed up the solution of many social problems subject of commitment to CORPORATE SOCIAL RESPONSIBILITY (CSR) of particular business company. By definition of UN business companies are subjects of corporate social responsibility (CSR) while population of the countries or regions or company personnel is an object of CSR. In this presentation the author explains on components of CSR including mandatory and voluntary, comments on international standard on CSR ISO 26000, and other national and international standards on the matter. He also suggests on international experience of creating such called social management systems and provides a brief review on relevant experience on the matter of European Foundation for Quality. As a conclusion the author justifies his statement that CSR is an important part of Quality of life. Finalising his presentation the author also share his views on differences in approaching quality matters in Asia and in other continents such as Europe

59 The ANQ Congress 2015 Taipei September Prof. Kaoru Ishikawa Birth Centenary Commemoratory Session 15-1 Speech Ⅰ: Dr. Noriaki Kano Speech Ⅱ: Prof. Kazuyuki Suzuki Speech Ⅲ: Mr. David Hutchins Speech Ⅳ: Mr. Shih-Shui Yeh Speech Ⅴ: Mr. Janak Mehta Speech Ⅵ: Mr. Janardan Ghimire

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61 The ANQ Congress 2015 Taipei September SpeechⅠ: Dr. Noriaki Kano Abstract Dr. Kaoru Ishikawa Birth Centenary Commemoration Major Honors of Dr. Kaoru Ishikawa See: The Tree of Kaoru Ishikwa illustrating his contributions See: p.142 Prof. Kaoru Ishikawa Birth Centenary Commemoration Project See: Organization Committee Chair Hitoshi Kume, Vice Chair Shinichi Sasaki, Vice Chair Dr. Noriaki Kano Brilliant Committee Members including: Shoichiro Toyoda, Masahiro Sakane, Gregory H. Watson, Janak Mehta, Kan Trakulhoon, Yoji Akao, Yoshinori Iizuka, Tatsuo Ikezawa, Tsong Chaw Son, Hiroshi Osada, See: My Personal Memory of Professor Ishikawa Why I Joined Professor Ishikawa s Research Group! I did not select his group but it was only one group which I could join. Because, as I was a so-called unpromising student, I was supervised by Prof Ishikawa 7.5 years. Most Difficult Thing for a Professor: It is not to foster brilliant students but it is how well he/she vitalizes unpromising students and makes them understand their unknown capabilities to gain self-confidence. On this point, I was very much owing to Prof. Ishikawa s patience. Process Control for Good Effect rather than Process Control for Process Control : He was a so-called Mr. Preacher and drinking with him was kind of synonymous with being preached by him. It was mid-night at the inn in 1970s, I was scolded by him. I made an excuse, I did the best I could. He mentioned me: I never said do your best, but do it well. I was so shocked by this, It took me a long time to understand what he pointed out process control for the sake of good effect by shock statement

62 The ANQ Congress 2015 Taipei September 23-24, 2015 How Many Girls Professor Interviewed for Marriage before Encountering Keiko: In New Year party, at his home, after learning Prof. Ishikawa got married to Mrs. Keiko Ishikawa by arrangement, we asked how many girls he interviewed for marriage before encountering her. He answered that her picture was the 52 nd. Then I asked Mrs. Ishikawa: Would you like to say anything? She answered that his picture came to her after the 52 nd. He seemed to be lorded over his wife but Keiko was a step ahead of him. Ishikawa Philosophy from the viewpoint of QC Circles Control (PDCA) Control Quality QPS: Quality of Products and Services Quality Assurance QC for New Product Development QC Circle QWL: Quality of Work Life TQM (Company-wide Quality Control) Kaoru Ishikawa (1985) What Is Total Quality Control? The Japanese Way, Prentice Hall Inc. p 93 Dr. Ishikawa Opened the Door of Deming Prize to the Overseas Enterprises Number of Recipients of Deming Grand Prize # 2012: Renamed Deming Application Prize into Deming Prize and Japan Quality Medal into Deming Grand Prize No Challenge from Any Companies Residing in Japan in 2002, 2004, 2007, 2008, 2011,and If the Door to Deming Prize was not Opened for Overseas Enterprises by Professor Ishikawa, Deming Prize Might Have faded out

63 The ANQ Congress 2015 Taipei September Contribution of Prof. Ishikawa to Asia: He conducted various international seminars in Japan whose participants were mainly from Asian organized by APO, AOTS, JICA, JUSE and UNIDO and visited Taiwan, China, Korea, Hong Kong, Philippines, Thailand, Malaysia, India, Iran and Soviet Russia to conduct seminars, conferences, consultation and various cooperative programs in quality for transfer QC Circles and TQC in Japanese way

64 The ANQ Congress 2015 Taipei September 23-24, Speech Ⅱ: Prof. Kazuyuki Suzuki Biography Kazuyuki Suzuki is a professor at the Dept. of Informatics at the University of Electro-Communications, Tokyo. He has been working on Reliability Engineering and Quality Management for over three decades. He has served as both the president of the Japanese Society for Quality Control (JSQC) in 2010 and 2011, and the president of Reliability Engineering Association of Japan (REAJ) in 2012 and 2013, besides a member of the Deming Prize Committee. He is the author of more than 75 research publications and thirty books besides 27 key note speeches and plenary invited talks. He won 16 prizes from several academic societies including the Deming Prize for Individual in 2014, and Wilcoxon Prize in 1999 from the American Society for Quality (ASQ) and American Statistical Association (ASA) as follows: Award 1977 Awarded by the Nikkei Quality Control Literature Prize for the paper 1984 Literature Prize for the paper (Awarded by JSQC) 1986 Awarded by the Nikkei Quality Control Literature Prize for the paper 1995 Takagi Literature Prize for the paper (Awarded by REAJ) 1996 Literature Prize for the paper (Awarded by the Society of Plant Engineers, Japan) 1999 Wilcoxon Prize for the best application paper (Awarded by ASQ and ASA) 2001 Literature Prize for Quality Control (Awarded by the Quality Control Magazine) 2003 Takagi Literature Prize for the paper (Awarded by REAJ) 2005 Awarded by the Nikkei Quality Control Literature Prize for the book

65 The ANQ Congress 2015 Taipei September Takagi Literature Prize for the paper (Awarded by REAJ) 2010 IEEE Reliability Society, Japan Chapter, 2009 Best Paper Award 2011 IEEE Reliability Society, Japan Chapter, 2010 Best Paper Award 2013 Takagi Literature Prize for the paper (Awarded by REAJ) 2014 Kimura Literature Prize, Transdisciplinary Federation of Science and Technology 2014 Awarded by the Nikkei Quality Control Literature Prize for the book 2014 Deming Prize for Individuals (Awarded by the Deming Prize Committee)

66 The ANQ Congress 2015 Taipei September 23-24, 2015 Expectation for utilizing the English version of Kaoru Ishikawa, The Man and Quality Kazuyuki Suzuki (A Leader of English Translation Team for Kaoru Ishikawa, The Man and Quality ) Univ. of Electro-Communications, TOKYO Abstract Thanks to all concerned with QC world; collaborated groups, companies, seniors, colleagues and ISQ, the English version of Kaoru Ishikawa, The Man and Quality, published in Japanese in 1993, was completed on July 13, 2015 which was just the day of the centennial of Ishikawa s birth. The English version is available at Deeply impressed by his magnificence and superhuman activities, I would like to succeed his philosophy and great achievement to posterity. This talk provides the following items done by Professor Ishikawa; Philosophy of Professor Ishikawa His philosophy was based on respect for humanity, therefore he aimed for a human- centered management. Whenever he thought about QC, he thought of human being as well. The Primary Goal of A Company Education and Training vs. Training Quality Control Starts and Ends with Education Father of the QC Circle Way of Thinking He created the basic idea for today s QC from 1950s, such as respecting the customer s intention or performing QC with not only experts but also all employees. He always had worked thinking about what should we do in order to realize welfare and happiness for not only for Japanese but also all mankind all over the world. What is a True Quality? What is a True Performance? Forward-Looking Quality/Backward-Looking Quality QC by QC Department vs. QC by the Entire Company The New QC Principles for Vendee-Vendor Relations

67 The ANQ Congress 2015 Taipei September The Importance of Both Quality Control and Reliability Comprehensively Being Proceeded Necessity to Build in Safety Associated with Reliability Nuclear Safety: Industrial Government Academia Roles and Ideal QA System Methods The proposal of the origin of today s PDCA in 1954, Three Steps of Quality Assurance {emphasis on Inspection, emphasis on Process-Control, and emphasis on New Product Development (NPD)} in 1958, and Sampling Methods by Prof. Ishikawa contributed to the Japanese economy not only theory but also practice. Helpful Sampling Research for Both Theory and Practice Proposal of the Origin of PDCA Three Steps of Quality Assurance Foresight for the New Theme, Always at the Forefront of the Times Activities of Dissemination and Enlightenment He was greatly involved in and started most of the QC activities such as various event in the today s QC world inside and outside the country, international standardization, seminars, cooperation for developing countries, and development of young generation, etc. Promotion of and Contribution to Industrial Standardization Activities for Enlightenment and Dissemination (in Japan) Activities for Enlightenment and Dissemination (Overseas) Contribution to Japanese Society for Quality Control Development of Young Generation and Successor I genuinely pray that there will be a lot of people to learn by reviewing his great achievements and utilize his teachings in an actual practice

68 The ANQ Congress 2015 Taipei September 23-24, Speech Ⅲ: Mr. David Hutchins Biography: Chairman and Senior consultant David Hutchins Innovation Limited Juran Institute Six Sigma Master Black Belt and associate of Dr JM Juran from 1983 to his retirement in Author and co-author of ten books including his latest Hoshin Kanri The Strategic Approach to Continuous Improvement. International experience with the Governments of Egypt, South Africa, and Tunisia, UNIDO and World Bank funded projects and many multinational companies for the establishment of corporate level Quality based management systems. Author of the new CQI qualification requirements published in 2010 and his company is approved as an Education Centre for training to the level of Chartered Quality Professional. Frequent Keynote speaker at International Quality Conferences and Seminars over many years. Expertise Six Sigma and Lean Six Sigma, Quality Function Deployment and all forms of Continuous improvement including Root cause Analysis, Cross Functional Project by Project Improvement and Intra departmental Performance improvement using Quality Circles. Nearly 40 years experience assisting with the implementation of Quality based Business management systems internationally. Implementation of Hoshin Kanri as an umbrella for all Quality related Initiatives, establishment and deployment of Key Performance Indicators or Critical Success factors. Accelerated Learning methods of training to maximise effectiveness

69 The ANQ Congress 2015 Taipei September Credentials Masters Degree from Birmingham University in Quality and Reliability Statistics. Sole UK Academician International Academy for Quality (limited to 100 members worldwide) Past external examiner for UMIST on PhD and Master s Quality related Theses. Visiting fellow Kingston University and responsible for the design of their Master s degree Quality leadership by Workplace learning. Author of many articles and acclaimed books on Quality related subjects. Chartered Mechanical and Production Engineer. Chartered Quality Professional, Member of the Advisory Council CQI Professor Ishikawa a tribute from the United Kingdom Abstract Professor Ishikawa only made one visit to the United Kingdom in his lifetime. His visit had huge implications for the development of the Quality Sciences and Disciplines in the UK and particularly on the life of the author of this paper. The paper describes the events which led up to that historic visit and what happened as a consequence. The visit also meant a lot to Professor Ishikawa as he apparently talked about it a lot in the years that followed. This was recognised by JUSE and Professor Ishikawa s family and David had the honour of being invited to contribute a chapter in the book of his life The Man and his work

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74 The ANQ Congress 2015 Taipei September 23-24, Speech Ⅳ: Mr. Shih-Shui Yeh Biography: Board chairman of Association of Pioneer Quality Control Research CEO of the National Q.C. Circle Headquarters Board chairman & general manager of VMTA Group Board chairman of general manager of VMTA Group Board chairman of Vigor Management Consulting Co., Ltd As the Board Chairman of Taiwan VMTA Group, Pioneer Quality Control Research Group and Vigor Management Technology Academy, the director of Chinese TPM Association he has been engaging in business administration for more than 30 years. The VMTA group which was founded by him has consulted over 4,000 Taiwan enterprises and 3,000 mainland enterprises. He has personally given hundreds of lectures for enterprise managers. There were over ten thousand of attendees as chairman and manager. He has close cooperation with JUSE Aoyama Gakuin University, Nagoya Institute of Technology, Hirayama Company Toyota Engineer Corporation over a long period of time, For over 30 years he has experienced international oil crisis during 80 and 90 decades last century, 1997 Southeast Asia finance storm and the world finance storm in 2008 and He guided Taiwan VMTA group to help Taiwanese enterprises and enterprises in mainland China to live through crisis and transform successfully. He has contributed a lot for cross-strait enterprises development

75 The ANQ Congress 2015 Taipei September QCC Activity in Taiwan and Dr. Ishikawa Abstract Prof. Chaw-Son Tsong introduced QCC activity into Taiwan It has been 47 years since Dr. Chaw-Son Tsong introduced QCC activity into Taiwan in QCC has a profound influence on Taiwan economy, especially in 1968, in which almost every Taiwan enterprises had gone through QCC activity. And eventually it is proved that having QCC activity did increase companies competitiveness and the quality of staff and product and thus allow the enterprises profit and grow every year. The continuously progress of government and enterprises plus the promotion and counselling from PQCRA has forced the whole world to see the term MIT in a new light. Additionally, for Joint Commission of Taiwan great valued the QCC activity, especially in the last 20 years, Taiwan s medical institutions also have been practicing QCC activity and greatly increase the quality of medical care service. To be enhanced and glorified by Mr. Shih-Shui Yeh, the chairman of PQCRA Prof. Chaw-Son Tsong had spared no effort in promotion of national QCC activity and was elevated to be honorary chairman of PQCRA foundation in After that, Mr. Shih-Shui Yeh took over the position of chairman. On the existing base he has been working on continuing the promotion of QCC activity in Taiwan and had made numerous creative reformations, carrying Taiwan s QCC activity to a new level. Held by PQCRA chairman, Mr. Yeh, ICQCC 2013 Taipei took place at TICC from October 22 th to 25 th in With 1700 people from 15 countries/regions attended it and up to 252 essays published, ICQCC 2013 Taipei got unanimous favorable comment and recognition from domestic and international persons. Dr. Ishikawa s contribution to the promotion of TQM and QCC in Taiwan We should appreciate to Dr. Ishikawa and Dr. Noriaki Kano for the great assistance they had given to Taiwan in early day, it is the main reason why TQM and QCC in Taiwan can reach to such a high level. Prof. Chaw-Son Tsong is Dr. Ishikawa s student. In every year he would invite Dr. Ishikawa to Taiwan to have a speech tour and held top-management TQM and QCC

76 The ANQ Congress 2015 Taipei September 23-24, 2015 lecture. With Dr. Ishikawa s enlightenment, TQM and QCC well developed in Taiwan. Besides, Dr. Ishikawa also led QC Circle Cruising Seminar to visit Taiwanese various enterprises. He even attended ICQCC hosted by PQCRA as a distinguished guest and gave speech. TQM and QCC in Taiwan will not be like today without Dr. Ishikawa s hard work. PQCRA various measures for the promotion of QCC Under the leadership of PQCRA chairman, Mr. Yeh, PQCRA hold many activities every year to advance QCC activities promotion as following: To hold national Quality Control Circle Conference (twice per year) To hold Golden Prize National Conference on Quality Control Circle yearly To hold International QCC intercourse activities yearly (PQCRA had hosted ICQCC 6 times.) To set up Ishikawa Prize To set up Golden-Diamond Prize To hold the National Q.C. Circle Headquarters Promotion Committee Seminar (once/twice per year) To hold various cheerful competitions to popularize QCC activities like QCC slogan, circle slogan, circle song, comic and essay contest, etc. The reflection and future direction of Taiwan QCC activities In general, the empirical results of the past 47 years in Taiwan show that no matter enterprises or medical institutions have great intangible and tangible benefits from QCC activities. In view of better promotion, the future directions are planned as following: To enhance promotion: especially for service industries, along with manufacturing industries and medical institutions. To enhance education and training: particularly for the concept of QCC, QC tools and innovative improvement methods for all of top management, middle management, facilitators, circle leaders and members. To pay more and highly attention on Environmental Protection, Energy Saving and Carbon Reduction relative issues

77 The ANQ Congress 2015 Taipei September Speech Ⅴ: Mr. Janak Mehta Biography: Current position: Chairman & Managing Director of TQM International Pvt Ltd., since 2002 Chairman International Academy for Quality (IAQ) Director Lean Management Institute of India (LMII) 2011 onwards Awards: Deming distinguished Service Award for Dissemination and Promotion (Overseas). In 2012 by Deming Prize Committee JUSE, Japan Only the second person in the World Outside Japan. Lancaster Medal in 2012 by American Society for Quality (ASQ) Only Indian Honorary Work: President International Academy for Quality (IAQ) 2012 to Honorary Director Asian Network for Quality (ANQ) 2011 onwards; Former Chair Member Governing Council, Quality Council of India (QCI) 2009 onwards Member Governing Body of Indian Society for Quality (ISQ) 1996 onwards Past Experience: Consulting (26 years): TQM International Pvt. Ltd. Since TQMI has become a premium consulting organization in the field of quality management, Six Sigma, New product Development, Lean and Total Productive Maintenance (TPM) in India and the Middle East. He promoted TQMI as Managing Director in 1992 and became the Chairman and Managing Director in

78 The ANQ Congress 2015 Taipei September 23-24, TQMI teams have guided about 500 companies in quality and productivity improvement and cost reduction. As Director of Lean Management Institute of India since 2011 he has contributed to transfer of Lean Management technology from Lean Enterprise Inc. (LEI), USA to Indian organizations. He has been using A3 approach with great effectiveness for over 20 years. T4T Consultants Pvt. Ltd. doing organizational transformation work in the Middle East and South East Asia. As Advisor Confederation of Indian Industry (CII) he set up the TQM Division of CII 1988 to 1992 and nurtured the initial phase of quality movement in India. He was fortunate to obtain guidance from stalwarts like Dr. V. Krishnamurthy, then Chairman of Maruti and Steel Authority of India Ltd. AS Chairman Engineering Services Committee of CII 1983 to 1988 he pioneered the Quality movement in India laying a foundation for competitiveness of Indian industry. Business: 25 years 1963 to 1988 in various industries culminating as Chief Executive of BECO Engineering Company Professional contribution towards quality, productivity and social aspects Public speaking: He has been an invited speaker and Keynote speaker at conferences across the world in 32 countries including Japan, USA, Europe, China, Middle East, South East Asia, Central Asia, South Asia, Africa and South America. Mr. Janak Mehta is the current Chairman of International Academy for Quality A community of the world s leading executives, practitioners and academics dedicated to promoting the cause of quality. He is the Chairman of TQM International Pvt. Ltd. (TQMI) a leading consulting company in India incorporated in He has 25 years of Industrial experience in all aspects of business followed by 27 year experience in training and consulting in the field of Total Quality Management and Lean Management in India, the Middle East and ASEAN

79 The ANQ Congress 2015 Taipei September region. He is credited with pioneering the modern quality movement in India since He has consulted over 220 Indian and multinational companies. He is frequently invited to deliver keynote speeches around the world and given speeches in 32 countries. He is a past Chairperson of Asian Network for Quality and Indian Society for Quality. Mr. Mehta has been involved in setting up various institutions for quality promotion in India and overseas and continues to do so. His contribution to quality movement around the world has been recognized by Deming Distinguished Service Award for Dissemination and Promotion (Overseas) JUSE, Japan, Lancaster Medal by American Society for Quality (ASQ), USA in 2012 and Harrington-Ishikawa Award by Asia Pacific Quality Organization in

80 The ANQ Congress 2015 Taipei September 23-24, 2015 Dr. Kaoru Ishikawa and his influence in promotion of quality around the world and more particularly India My personal experience Abstract Dr. Kaoru Ishikawa had a pronounced influence on the renaissance of quality movement in India since early eighties. QC Circles made tentative start in 1981 and we learnt about the Ishikawa Diagram. Dr. Kaoru Ishikawa s various books translated and published in English by JUSE and Asia Productivity Organization were used in 1982 to start self-motivated study groups for self-study and mutual learning followed by project work created a nucleus in India that provided confidence amongst engineers that quality could be improved with dedicated effort. What appealed to us in India was Dr. Kaoru Ishikawa s philosophy of Total Quality Control and QC Circles that focused on respect for people, fact based management, customer focus, problem consciousness and the belief that every individual given the opportunity and encouragement can realize his or her latent potential even if they are not aware of it. These principles were closely aligned to Indian philosophy and hence appealed to people in India. Thereafter his visit to India in April 1986 to address the top executive of Indian business organizations formalized the nascent movement with chief executives of various companies. Economic environment moving from regulated economy to initial phase or liberalization provided the right opportunity. Dr. Kaoru Ishikawa earned enormous respect for his simplicity and humane ways during his three day visit. Thereafter various counselors from Japan came to India starting from 1989 helping various companies and following the legacy of Dr. Ishikawa. Two of his most prominent disciples Dr. Hitoshi Kume and Dr. Noriaki Kano spent considerable time in India promoting quality in specific companies and through Indian Society for Quality (ISQ). In 1988 I had the privilege of meeting Dr. Ishikawa again at the JUSE International TQC seminar in Tokyo where he was a prominent speaker. During this visit JUSE agreed to host TQC seminars exclusively for top executives from India. Thereafter since 1989 this became an annual feature influencing many India organizations to embark on quality journey. Another initiative of Dr. Ishikawa to open Deming Application Prize to organizations from outside Japan in 1984 encouraged organizations in India to challenge the same. Starting from 1998 thirty one companies from India have been awarded Deming Prize and Deming Grand Prize. This has been a tremendous motivating force for India

81 The ANQ Congress 2015 Taipei September From the above it is obvious Dr. Kaoru Ishikawa has played a prominent role in the resurgence of quality movement in India and we are indeed thankful to him. I believe Dr. Ishikawa s thoughts on quality management principles, concepts and tools are relevant in the current environment and would remain relevant in future as well

82 The ANQ Congress 2015 Taipei September 23-24, Speech Ⅵ: Mr. Janardan Ghimire Biography: Sex : Male Date of Birth : 10 th June, 1964 Marital Status : Married (Two children One Daughter & Son) Nationality Language Qualification : Nepali Working Experience : Nepali, English and Hindi : Masters in Public Administration (MPA) PhD Scholar, Mewar University, India Research Title: "Effectiveness of ISO 9001 in Service Companies in Nepal" CEO of SOFTTECH C.I. PVT. LTD since 1994-till date. Duties and responsibilities Center Management & Decision and Report of the Board of Director (Apex Body), Staff deployment and evaluation & New scheme implementation, Project Co-coordinator of Quality Management Division (QMD), Involved in various organizations nationwide East Part to West Part of Nepal as a Project Coordinator (Consultant) of Management System Certification consultant for ISO 9001, ISO 14001, ISO 22000, ISO 27001, SA and OH&S and management consultant for own requirement for various organization in Nepal since 2001 AD and introduced and practice of 5S, Kaizen and TQM in certified companies in Nepal. Act as a Lead Auditor in various organization, through different certification bodies currently BM TRADA Certification Ltd., UK lead auditor for ISO 9001, ISO 14001:2004, and OHSAS since Earlier involvement with KVQA, Moody International certification (formerly ICL Certification), BSI Certification, DAS certification from 2004 to

83 The ANQ Congress 2015 Taipei September Involved in Information Technology, Education, Lubricants, Paint, Construction, Cement, Hydropower, Plywood, Food sector, chambers, etc, Budgeting Plan and implementation, Conducted 350+ workshop training on ISO 9001, EMS 14001:2005, ISO 22000: FSMS (Food Safety Management System). Conducted Lead Auditor Course as a tutor and Co-Tutor for ISO 9001:2008 in Nepal arranged by BM TRADA Certification, UK in Nepal. CEO of TATA INFOTECH, India affiliate Gega System Limited Nepal since July 16, 2001 to July 15, 2004 Duties and Responsibilities Center Management & Report to principal company, Report of the Board of the Director (Apex Body) & Staff deployment and evaluation, New scheme implementation & Decision implementation of Apex body, Co-coordinator of Quality Management System (QMS) division & Budgeting Plan and implementation. Worked as a Computer Instructor & Software Expert for 1.5 yrs at Beltronix Computer Pvt. Ltd., Kantipath, Kathmandu, Nepal. Duties: Inventory control to the administration, computer training, programming design and development, Software trouble shooting, Software installation and requirement control (IBM-Macintosh), Programming Design in 4GL (dbase, FoxPro, FoxBASE) & Reporting Exe. Director as per any type of trouble shutting for procedure and implementation for computer various institution in Nepal as per contract. Training, Seminar & Workshop (Quality Related) Lead Auditor Course completed from International Certification in

84 The ANQ Congress 2015 Taipei September 23-24, Days Training Course on ISO 9001 and TATA INFOTECH, Calcutta, India in 2001 Documentation Training and Internal Audit on ISO 22000: 2005 FSMS (Food Safety Management System) in Documentation Training on ISO 22000:2005 FSMS (Food Safety Management System) in 2009 organized by NEFOSTA for 4 days. Attended for Leading for Quality in May 2008 in Nepal provided by Patrick Townsend and Joan E. Gebhardt, USA, Attended HRM Workshop in Kathmandu, Nepal in Nepal by Steve Morris, International Leadership Consultant, Singapore. Attended Asia Network for Quality in Bangladesh an inter Regional conference in 2009 December conducted by Bangladesh Society for Total Quality Management and presented a Paper Presentation "Quality Improvement Through HACCP in Green Tea Pvt. Ltd., Nepal" Attended and selected a technical paper for APQO/ NQPCN's 16th International Conference on Quality (ICQ 2010 Nepal) from September, 2010, Kathmandu as a paper Presenter on : "Quality improvement through ISO 22000: 2005 Food Safety Management in Nepal Greet Tea Pvt. Ltd" Selected Technical Paper in Pakistan's 12th International Convention on Quality Improvement & 2nd ANQ Regional Conference in May 2-3, 2011, Lahore, Pakistan, Organized jointly by PIQC INSTITUTE OF QUALITY & QUALITY & PRODUCTIVITY SOCIETY OF PAKISTAN & ASIAN NETWORK FOR QUALITY Title: Quality Culture and Organization Behavior through QMS in Nepalese Business Member Organizations. Attended in various workshop and seminar in quality, management and ISO Standard related standards. Participated international & national workshop and seminar related to management and quality

85 The ANQ Congress 2015 Taipei September Direct involvement in consultancy Involved in Soft-Tech C.I. Pvt. Ltd. is a private and independent institution that has been working with full dedication, since 25 years, for providing solutions in information technology and consultancy services for different management systems standards and core management and HR Consultancy. Quality Management Division (QMD) of Soft-Tech C.I. Pvt. Ltd. was introduced in 2000 A.D. and since then it has been providing training and consultancy services necessary for establishment, documentation, implementation and maintenance (as well as updating) of different international standards such as; ISO 9001:2008 (Quality Management System), ISO 14001:2004 (Environmental Management System), ISO 22000:2005 (Food Safety Management System), ISO 17025:2005 (General requirements for the competence of testing and calibration laboratories), ISO 50001:2011 (Energy Management System), ISO (Guidance on Social Responsibility), ISO 27001:2013 (Information Security Management System) and BS OHSAS 18001:2007 (Occupational Health and Safety Management Systems). In addition to the aforementioned standards, QMD has also been conducting various trainings on total quality management (TQM), six sigma, motivation, sales, etc. It. has provided consultancy services in more than 300+ organizations of Nepal which includes private as well as governmental organization. Few of the organizations of Nepal in which we have provided our consultancy services since 2000 AD to till are; Central Food Laboratory (DFTQC), Chamber of Commerce and Industries (Chitwan, Butwal, Lekhnath, Morang and Bhaktapur), Department of Plant Resources, Udayapur Cement Industries Limited, Nepal Scout, Personnel Training Academy, Nepal Water Supply and Sanitation Training Center (formerly CHRDU), Tilganga Eye Hospital, Gomang Carpet Manex (P) Ltd., Paramount Carpet Industry, Laheremo Carpet Industry, Naulo Teppich (carpet), Amity Carpet Industries (P) Ltd., Chilime Hydropower Company Limited, NPI

86 The ANQ Congress 2015 Taipei September 23-24, 2015 Narayani Samudayik Hospital Limited, Balkumari College (Bharatpur), Nepal Engineering College, Kathmandu Engineering College, National Society for Earthquake Technology-Nepal (NSET-Nepal), Kalika Construction Pvt. Ltd., Continental Trading Enterprises Pvt. Ltd., Lotus Energy Pvt. Ltd., Pashupati Iron & Steel Industries Pvt. Ltd., Pashupati Paint Pvt. Ltd., Pashupati Plyboard Udhyog Pvt. Ltd., Shiv Shakti Group, Sumy Distilleries Pvt. Ltd., Gorkha Tea Estate, Nepal Small Tea Producers Limited, Buttabari Tea (P) Ltd., Nepal Lube Oil Limited, Purbanchal Lube Oil Pvt. Ltd., Patanjali Ayurveda Kendra Pvt. Ltd., Speedway Cargo Pvt. Ltd., Hulas Engineering & Construction Pvt. Ltd., Mirage Printing Solutions Pvt. Ltd., etc Direct involvement in internal and external Quality Training Provided more than 350+ Awareness and Internal Quality Audit training on Quality, Environment, Health and safety, Food Safety in Nepal in various organization including government, private, INGO's and NGO's as well within the 15 years duration. Similarly, involved as an auditor for 9001, and OHSAS in various organization and played a role in Lead Auditor Course Tutor for standard of 9001 in more than 10+ batches in Nepal organized by BM TRADA Certification Ltd, UK. Volunteer involvement Executive Member of Araniko Higher Secondary School, Dadhikot, Bhaktapur, Nepal Major Task: - Attend in Executive meeting and provide input to enhance the quality education. - President of Network for Quality, Productivity and Competitiveness Nepal (NQPCN Nepal), New Baneshwor, Kathmandu, Nepal

87 The ANQ Congress 2015 Taipei September Major task: - Conduction National Quality related Conference - Learning sharing session in area of quality from Academicians, Professional and experts. - Publication of News Letter - Increase Network among quality institution national and international area. - Participation in National and International Conference and event

88 The ANQ Congress 2015 Taipei September 23-24, ANQ IKA Award Presentation 16-1 IKA Awardee Ⅰ: Mr. Song Zhiping IKA Awardee Ⅱ: Prof. Dr. Nguyen Quang Toan IKA Awardee Ⅲ:Mr. Somchai Nirapathpongporn IKA Awardee Ⅳ:Prof. Tsong Chawson

89 The ANQ Congress 2015 Taipei September IKA Awardee : Mr. Song Zhiping CAQ Chairman of China National Building Materials Group Corp. Mr. Song Zhiping, Ph. D. of Engineering in Management, is the Chairman of China National Building Materials Group Corporation (CNBM), president of China Enterprise Reform and Development Society (CERDS), and a member of China National MBA Education Supervisory Committee. * CNBM was established in 1984 and is the largest comprehensive building materials industry group in China that integrates scientific research, manufacturing and logistics into one entity, and consists of four business platforms, i.e. industry, technology, complete set of equipment, and trading & logistics. As of the end of 2009, CNBM s total assets exceeded RMB 110 billion, with 100,000 employees, and 20 companies under direct management with 100% share control or majority control, among which 6 were listed companies, including 2 overseas listed. Personal Profile Educational background: 1976/ / / / / /05 Hebei University Graduated with bachelor s degree in Polymer Material Wuhan University of Technology Graduated with master s degree in Engineering Huazhong University of Science and Technology Graduated with Ph. D. in Engineering Management Working experience: 1979/09 Worked as a technician, director, and deputy factory director successively in Beijing New Building Materials Plant

90 The ANQ Congress 2015 Taipei September 23-24, / / / / /10~today 2009/05~ 2014/04 Factory director at Beijing New Building Materials Plant Deputy general manager and factory director at China New Building Materials Company. Chairman and general manager of China New Building Materials (Group) Co., Ltd. Deputy general manager of China New Building Materials Group Corporation General manager of China National Building Materials Group Corporation Executive director and chairman of the BOD of China National Building Material Company Limited Chairman of China National Building Materials Group Corporation (predecessor of China National Building Material Group Corporation) Chairman of China National Pharmaceutical Group Corporation (Sinopharm) Honors: 1996/06 The 8 th Golden Globe Award for China National Excellent Entrepreneurs 2003 HRM Elite Award of China 2008/03 The 4 th Yuan baohua Business Administration Awards 2010/04 National Labor Model 2012/01 Top 10 Chinese Entrepreneurs of /12 Chinese Economic Man of the Year 2012/12 Chinese Economic Leader / Top 25 Most Influential Leaders of the Year 2014/ Chinese Businessman 2014/ Top 50 Most Influential leaders 2014/ Figure of the Year in Spotlight of China Business Journal 2014/ Responsible Figure of the Year 2015/ China Eminent Figure for the Quality 2015/01 Academician of the World Academy of Productivity Science (Chinese nationality)

91 The ANQ Congress 2015 Taipei September Brief Introduction: During Mr. Song s tenure at BNBM, he endeavored to promote the Delicacy Management, People-oriented management method, and defined Quality and credit: lifelong pursuit of BNBM as the company s quality guideline. Mr. Song has been attaching great importance to quality management, and kept promoting corporate management s holistic optimization, in an effort to realize all-round quality management. At the very beginning, Mr. Song implemented the State Economic and Trade Commission s 18 management approaches, TQC, and on-site management, etc. After that, he introduced 5S management method to optimize the management on a constant basis. BNBM took the lead in passing a series of international standards. BNBM uses performance excellence model as framework, integrates its management systems. Aside from that, BNBM brought forward the lofty development goal Developing into the World No. 1 in the core business plasterboard and turned BNBM into a world-class new-type building materials industry group with self-owned brand, proprietary intellectual property, and international competitiveness, implemented the development strategy of occupying commanding height, and realized leapfrog development. Mr. Song Zhiping points out that product quality is not only the foundation of it s brand, but also the key for organization s survival and development. Due to this, BNBM cultivated the brand with international influence, in order to make efficient use of worldwide resources, improve sustainable development ability, win over the international market, get involved in global competition, and cultivated a responsible brand image in the international arena. China National Building Materials Group Corporation (CNBM) attaches much importance to the brand cultivation, keeps on refining the brand planning, and makes innovations in brand philosophy. In addition, it shores up the brand foundation by laying stress on product quality, enriches the brand connotation depending on technology innovation, cultivates brand image by fulfilling social responsibilities, and

92 The ANQ Congress 2015 Taipei September 23-24, 2015 improves brand influence by intensifying promotion and publicity. By taking brand cultivation as the effective foothold for improvement of comprehensive competitiveness and sustainable development ability, CNBM makes efforts to cultivate international brand so as to receive extensive recognition from market and consumers. So far, CUCC, JUSHI Group Co., Ltd., and Dragon Plasterboard, etc. have won high reputation in the market. In recent years, led by Mr. Song, CNBM has given full play to the central state-owned enterprise s influence and driving force, made innovations in development philosophy, and transformed the development mode. Not only has CNBM realizes leap-forward development, but also brought about major changes in the building materials industry s traditional running mode and accelerated the industry s transformation and structural adjustment. By clinging to the development path capital operation, merger & reorganization, and integrated innovation, CNBM creatively brought forward and implemented a series of brand-new philosophies and measures. Focusing on corporate management quality, CNBM has summed up Eight management measures and Six-star enterprise, which helped it not only realize leap-forward development and rank amongst the World Top 500, but also shatter hard nuts on the enterprises sustainable development in industries with overcapacity and complete competition. That in turn drove the common development of enterprises of different ownerships like private enterprises, and offered new ideas and prototypes for central state-owned enterprises in market-oriented reform. By now, CNBM s merger and integration experience in China cement industry has been successfully collected into Harvard Business School case. It not only shows the world the central state-owned enterprises true image, enables the world to look at them in a more objective manner, but also is of much significance in improving the global corporate management practices

93 The ANQ Congress 2015 Taipei September IKA Awardee : Prof. Dr. Nguyen Quang Toan VQAH Former Chairman, Vietnam Quality Association of Ho Chi Minh City Personal achievements Building, operating, auditing, innovating of management systems ISO 9001, ISO 14001, etc. for hundreds companies, hospitals, universities and Public administration organizations in Vietnam successful. From 1989, the first lecture to teach ISO 9000&TQM in universities of Vietnam. Training what to do and how to do quality management for about thousands workers, students and 6,000 internal auditors. Organizational achievements: Contributing to quality management system of Vietnam from nothing to be accepted by Vietnamese universities. Founder of Vietnam Quality Association of Ho Chi Minh City (VQAH). Writing 23 published books about ISO 9000&TQM. With 20 years being Vice President of Vietnam Quality Awards Council of Ho Chi Minh City (the same of US Malcolm Baldrige); suggested State to establish 7 criterias of quality management system in enterprises. Bringing quality management in to universities and colleges. International contributions in the field of quality management Made international organizations knowing to Vietnam via Vietnam Quality Association of Ho Chi Minh City (VQAH), International Quality Center (IQC) and Institute for Quality Assessment and Development (IQAD). Training what to do and how to do quality management for about 1,000 companies, then that got quality certificates as passport to do business in international fields

94 The ANQ Congress 2015 Taipei September 23-24, 2015 Academic and/or practical contributions in the field of quality management By his experiences in quality field, he develops and builds quality theory in Vietnam. From quality theories he promotes them to management science in Vietnam and spreads into Universities, institutes,...as quality lecturer. He has issued Technical Barriers to Trade (TBT) in international trading fields. Important to notice his practical contribution to Asian and Vietnam countries. He personally visited some countries presenting lectures on quality, meeting quality leaders of these countries with an aim to introduce best achievements in theory and practice of quality and to make a route to setting up of national quality organizations there, demonstrated good will and friendly attitude during our meetings. Contributing to break the gulf between quality theory and quality practice is narrowed more. Developing Management by Process (MBP) theory based on Management by Objectives (MBO) Speech Ladies and gentlemen, First, I would like to express my sincere congratulations and greetings to all those participating in ANQ Congress Second, I want to express my thanks on granting Ishikawa-Kano Award to me. This is a great honor for me in recognized my contribution to quality more 40 years. I fully agree with the theme of ANQ Congress 2015, Using Quality as Differentiator to Gain Competitive Advantage, focuses on the continuous drive toward quality excellence, which in turn creates a competitive advantage for the organization. Let me one again welcome you all to attend this ANQ Congress. Your valuable insights and thoughts that are contributed and shared this congress will continue to bring impact on the quality movement of ASIA and in your respective countries

95 The ANQ Congress 2015 Taipei September I would also like to take this opportunity to thank the Chinese Society for Quality (CSQ) host the great Congress. The Congress can be demanding on quality excellence, yet we come together collectively so as to strive on with ideas and approaches that are most conducive in order to bring about the greatest value throughout the entire ASEAN member countries. I strongly believe that the participation from all our ASIAN countries will bring contributing to multilateral cooperation and goodwill. Thank you very much. Prof. Dr. Nguyen Quang Toan

96 The ANQ Congress 2015 Taipei September 23-24, IKA Awardee Mr. Somchai Nirapathpongporn SQAT Chief Executive Officer & CEO SCI Corporation Co.,Ltd. Background Upon graduation from Chulalongkorn University with Bachelor Degree in Mechanical Engineering (Hons) in 1966, and M.Eng. from Asian Institute of Technology in He started working with Metropolitan Water works Authority for 8 years. In 1976 Mr. Somchai joined SCI Corporation Co., Ltd. as production manager and continued working at the company until he was appointed as Managing Director in Mr. Somchai Nirapathpongporn joined the Siam Cast Iron Co.,Ltd., (SCI), one of Thailand s most recognized industrial conglomerates. With his outstanding performance in progressing positions, for example, Production Manager, Managing Director, Production Director, Managing Director, Chief Executive Officer. Mr. Somchai has been working at SCI for over 38 years, holding various posts overseeing valves, Gate valve, check valve, butterfly valve, air released and fittings. Mr. Somchai has made great contribution on TQM to Thailand for very long time. His company was selected to be one of twelve TQM model companies in Asian-Japan TQM project in He translated 21 English TQM handbooks into Thai language to help disseminate quality principles for Thai SMEs that have difficulty in English. He introduced TQM 21 handbooks to the Association of Quality Control Promotion of Thailand in order to distribute TQM knowledge through the association. He opens his company for those who are interested in implementing TQM for visit. He gave TQM 21 handbooks training for university lecturers in order to help Thai university having knowledge on TQM principles

97 The ANQ Congress 2015 Taipei September Mr. Somchai involved in starting Thailand Quality Award (TQA) program in He was the first chairman of technical sub-committee of TQA program and also an assessor of TQA during 2002 to Mr. Somchai is one of a founder and the first Chairman of Foundation of TQM Promotion in Thailand (FTQM) which established in The most important activity of FTQM is organizing the Symposium of TQM Best Practices in Thailand. The symposium has been a place for Thai TQM practitioner to exchange their TQM knowledge once a year since 2000 until now. Currently, Mr. Somchai is Chief Executive Officer at SCI Corporation Co., Ltd. Moreover, he is board of directors of many companies, for example, Siam Syndicate Technology Co., Ltd, Siam Steel Works Co., Ltd, Siam Asia Metal Co., Ltd. Contributions and Achievements Under his guidance, SCI s companies won numerous quality awards, including Best TQM Lecturer award from TQM Foundation Honorary TQM Assessor from TQM Best Practice Other Personal Involvements Global & Asia Malaysia George Kent Malaysia Berhad, TPM concept and implementation techniques. Indonesia PT. Vinilon Group, TPM concept and implementation techniques. Thailand TQM 21 handbooks to the Association of Quality Control Promotion of Thailand. (2000) (This association later

98 The ANQ Congress 2015 Taipei September 23-24, 2015 merged with The Association of Standard of Thailand and named as The Association of Standard and Quality of Thailand Open for the company visit for those interested to implement TQM and TPM (2001-pressent) Trained TQM 21 handbooks to lecturers of Rajapat Suansununta University in order to instruct in the University.(May 10- August 2014) Director of The Association of Standard and Quality of Thailand ( ) Director of TQM Promotion Foundation in Thailand. (2001-pressent) Chairman of Technical Sub-committee of Thailand Quality Award (TQA) program. Assessor of TQA ( ) Ough indirect involvement Mr. Somchai has continuously encouraged his SCI staff to support local community development by being board directors of related organizations, or chairman/senior members of the related committees such as Federation of Thai Industry, The Thai Chamber of Commerce, Foundation of Thai Productivity Institute, and Thailand Management Association, etc., assessors in various quality improvement programs (TPM, TQA, TQC, TQM, TPS), as well as good practice sharers for governmental and private sectors

99 The ANQ Congress 2015 Taipei September IKA Awardee Prof. Tsong Chawson CSQ Association of Pioneer Quality Control Research, (PQCRA) Honorary Chairman Tsong Chawson graduated from Graduate School of Engineering, University of Tokyo in Japan, specializing in quality management. Under Dr. Ishikawa's team, they mentored several well-know Japanese corporations. Mr. Tsong has a deep understanding and attainment of Japanese business management. In 1970, Prof. Tsong established the Pioneer Enterprise Think Tank. Its mission was to provide professional guidance in business management to Taiwanese manufactures, promote academic research between domestic and international groups, and vigorously initiate quality-centered business management, otherwise known as Total Quality Management (TQM).And strongly implemented, counseling QCC activity in Asia. For decades, Prof. Tsong has been considered a key figure in the development of TQM initiative in Taiwan, Prof. Tsong has assisted several Taiwanese companies to overcome numerous management challenges. Many related organizations and groups were established in an effort to promote TQM and QCC in Taiwan. The consulting practices exert a strong contribution to Taiwan's economic growth. Current positions Association of Pioneer Quality Control Research,(PQCRA) Honorary Chairman Experiences 1967 The Union of Japanese Scientists and Engineers (JUSE) lecturer (Japan) Founder, Pioneer Enterprises Think Tank (PETT) 1970 Founder and president, the first National QC Circle Conference (Taiwan) 1975 Quality Control Advisory, the Bureau of Inspection

100 The ANQ Congress 2015 Taipei September 23-24, 2015 (Ministry of Economic Affairs) (Taiwan) 1976 One of Founders, International Conference on QC Circle held by Taiwan, Japan and Korea in turns (ICQCC s predecessor) 1976 Appointed to Korea Around course of QC Circle lecturer Founder and president, the first National QC Circles Golden Prize Conference (Taiwan) 1982 Founder, Association of Pioneer Quality Control Research (PQCRA) 1982 Appointed as QC Circle lecturer by Singapore Productivity Association Organized and coordinated the 1 st coordination committee of ICQCC, the first 9 countries including Taiwan, Japan, Korea, Thailand, Singapore, Philippines, India, Hong Kong and Malaysia. The decision was made by the coordination committee that member states will take turns hosting the ICQCC. 1977, 1980, 1983, 1988 and 2001 As a host in ICQCC (ICQCC held in Taiwan). 1970~2001Taught at National Taipei University, Chung Yuan Christian University, National Cheng Kung University-Institute of Industrial Management, and the National Central University-Graduate Institute of Statistics 1970~2013 Employed as a consultant to guide quality management in Taiwan hundreds of well-known companies. Honored 1973 Won honorable the 10 th Quality (Control) Award by Chinese Society for Quality (Taiwan) 1975 Received award from Combined Logistics Command for assistance in promoting QC activities. (Taiwan) 1976 Received award from Standard Association for assistance in promoting QC activities (Korea) Received The Union of Japanese Scientists and Engineers (JUSE) Appreciation. Thank promote bilateral exchanges QC (Japan)

101 The ANQ Congress 2015 Taipei September Received award from Singapore Productivity Association for assistance in promoting QC activities (Singapore) Received award from The Association of QC Headquarters of Thailand for assistance in promoting quality control activities. (Thailand) 1990 Received award from Productivity Improvement Circles Association of the Philippines (PICAP) for assistance in promoting QC activities. (Philippines) 1991 Won honorable the 2 nd National Quality Award (Taiwan) books published Feb.1973 "Field and Management" magazine (QCC professional journals) first published. Sep "Field and Management" magazine were published 350 Issues. Quality management Full (1970) How to implement QCC (1971) QC Circle activity handbook (1978) Company-wide Quality control (CWQC) My ideas and experience (1985) QCC actual exercise method Q-PAT Method Quality Management Unit (QMU) (1992) How to implement Standardization (1996) 6Sigma Practical approach (2002) Standardization Practical approach (2005) Recognized ISO9000:Description provisions and priorities (2005) Applications of Excel -Statistical QC and analytical (2006) Applications of Excel -Statistical analysis, quality test and estimation (2006) Implementation and operation of QC Circle activity (2009) Balanced Score Card Policy Management (2009) QMU- Practical approach (2010) TQM Practical approach (2010) QC Circle activity actual exercise method (2011) the process of implement QC activities

102 The ANQ Congress 2015 Taipei September 23-24, 2015 Establish Pioneer Enterprise Think Tank (PETT) to Promote CWQC Practice PETT was founded by Prof.Tsong, its mission is to fully dedicate on promoting Taiwan CWQC activities. PETT imported and helped Taiwan companies develop QCC to TQMm (CWQC) and later evolved as QMU. The pursuit of quality management was a difficult path, but it was an important milestone in Taiwan industry. Establish ADR Club Due to the fact that the business environment was in prosperity, most companies only focused on how to maximize production and increase production capacity. The concept of quality management was often ignored. To promote the concept of TOM was a difficult mission. The reason which was not widely accepted is because not many people understood the concept of TOM. The key to promote TOM effectively in Taiwan is to develop some people who know well about TQM with enthusiasm to lead the operation of TQM. As a result, based on the perspective of long-term operating TQM, Prof. Tsong established ADR Club as an association, where personnel are trained to have quality control implement ability. ADR Club members are a group of dedicated, hard-working abroad in the business community and academia that are willing to become an expert in Total Quality Management. "Total Quality Management, TQM" as a means, and more importantly, these people have a strong research faith on quality management study. Regular weekly meetings, discussions and studying quality control theory practices, techniques and methods help enterprises to improve constitution, and cultivate outstanding management personnel. Moreover, TQM can promote enterprise to attain prosperity and create greater profits. Consulted Business to Promote CWQC To differentiate between U.S. s Theory of Constraints (by Feigenbaum) and Japanese TQC, The Japanese TOC was called Company-wide Quality Control (CWQC) and U.S. TOC called Total

103 The ANQ Congress 2015 Taipei September Quality Control (TQC). Today, the two is combined to be known as TQM. To localization for Taiwan company CWQC system and improve CWOC educational program, Prof. Tsong led the ADR Club develop a new system for Taiwan industry. Starting in 1980s, ADR Club structured set of guideline and activity for Taiwanese TQM system. Today, more than 1500 Taiwanese companies have consulted by ADR Club and adopt the CWQC management system, To Carry out QMU To carry out QMU successfully in Taiwan, it must consider mid-managers within the enterprise. Most business management foundation among Taiwan enterprises is not solid enough to conduct TQM (CWQC), which cannot help cohesion but cause resistance. In view of this, Prof. Tsong created QMU Management, which theory is based on the period he led Pioneer Enterprise Think Tank (PETT) in 1980 when TQM was promoted in Taiwan, at the same time, this theory has been started to implement in many businesses and get good results. PETT has held 6 series National QMU Management Presentation from June 1986 to June It was a platform to provide business exchanging QMU Management feedback. There were about 50 papers being published in the presentations. QMU Management was published and promoted to the public in August All the theory and practice of QMU Management system are included in this book. The QMU Management practice has gradually been carried out actively from 1984 to October There were over one hundred organizations carrying out this activity actively. Establish Association of Pioneer Quality Control Research (PQCRA) The Association of Pioneer Quality Control Research (PQCRA) is a quality control research institution established by Professor Chaw-Son Tsong in

104 The ANQ Congress 2015 Taipei September 23-24, 2015 PQCRA is a non-profit non-governmental organization. That brings together the major domestic and international business and industry, research centers TQM achieve quality of the management of interested parties to discuss joint research, development and a greater level of practical techniques and methods to enhance and promote the prosperity of the enterprise and foster good quality management experts improve corporate body and create greater profits. Establish National QCC Headquarters On the other hand, we think that QCC activity worked effectively in Japan so it will also suitable for Taiwanese people. Because the concept of QCC is close to Chinese traditional culture and thought which advocates Goodness, Learning and Cooperation fitting Chinese character. In1968, Taiwan began to implement nine-year compulsory education. In 1971, these young workers who have higher graduation standards with energy began to join production in the factory. Hence, on the factory site, there is urgent need to have a regular and systematic activity to guide them so that they can work brightly and energetically. This is the right time to implement quality control circle, so the National Quality Control Circle headquarter was established. It promotes QCC activities positively in Taiwan. Establish National QCC Conference Recently there are many domestic companies implementing quality control circle activities, in order to let companies to exchange their different experiences and learn from each other to avoid being narrow-mined PQCRA regularly holds National QCC Conference. There are six advantages that participants can obtain from this conference: getting techniques exchange, boosting morale on working site, increasing sense of honor of circle members, avoiding QCC activity being at a standstill, getting experiences from others and inspiring each other from circle members by exchanging opinions. The National QCC conference holds two to five times per year in

105 The ANQ Congress 2015 Taipei September Taipei, Taichung, or Kaohsiung. Ended in March 2015, has held 197 sessions, more than hundreds of thousands people have participated in. The PQCRA has exercised a profound influence on raising the QCC level in Taiwan. Founded QC Circles Ishikawa Award In order to promote government-owned and private-owned businesses to execute QCC activity and encourage them to participate in National QCC Conference, the QC Circles Ishikawa Award was set up from the 17 th National QCC Conference to award businesses which perform well with special features and meaning in the conference. However, this award is prioritized to award the business that is first time to participate in the conference; the purpose is to inspire those businesses themselves. Organizations and business participating in National QCC Conference are qualified by judges selection will be awarded the QC Circles Ishikawa Award as encouragement. Establish National Golden QCC Conference 1977 Establish National Golden QCC Conference, was given to those model QC circles which fully develop the spirit of the QCC. Its aim is to popularize QC activities and elevate the level of the QCC. The circle that got the National QCC Golden Award will be eligible as Taiwan delegation to attend in ICQCC. The eligibility to participate in ICQCC is: The candidate circle must be first recommended by the institution to enroll in National QCC Headquarters for paper review, on-site review and presenting in the National Gold Award QCC Conference. After evaluating by conference committees, the circle which performs the best will get the National Golden Award as the highest reputation. Participate in ICQCC In order to encourage balanced development of QC techniques in each nation, elevate the level of the QCC, and offer opportunities for

106 The ANQ Congress 2015 Taipei September 23-24, 2015 mutual communication, The JUSE-Noguchi Genichi, the KSA-Jo Jung-wan and the PETT- Tsong Chawson three people came to an agreement in 1975 to take turns hosting the Taiwan Japan and Korea International Convention on QC Circles. Excellent QC circles in other nations are also invited to join in to broaden the international scope of QC activities. By the year 1983, there were already 12 members: Taiwan, Japan, Korea, Mainland China, Singapore, Thailand, the Philippines, Malaysia, India, Indonesia, Sri Lanka and Bangladesh. the Member States take turns hosting the International Convention on QC Circles (ICQCC). Published QCC Activity Field and Management Monthly Magazines The QCC Magazine has been issued monthly since June 1973 which was widely loved by factories as a media to communicate with others. Through this magazine, people can introduce the situation and progress of activities in their own factories but also know others. On one hand, people can learn advantages from others; on the other hand they can correct the shortcomings. We hope to popularize QCC in every corner of the plant, so that each of those who love quality control circles is able to be involved in this area. hoping the quality control executor in the factory can encourage their circle members to subscribe the magazine to get new ideas and knowledge. Also they can learn a variety of statistical techniques to improve the standard of circle members to make the activity easier and more efficient for both the public and the private getting benefit. Ended up to Sep 2002, the magazines were published 350 Issues

107 The ANQ Congress 2015 Taipei September Speech Chairman, delegates and honorable guests, ladies and gentlemen: On this day of commemoration of my professor, Dr. Ishikawa s centenary birth, I am very proud and appreciative for that ANQ, also I am thankful for the recommendation by the CSQ. In 1968, I came back to Taiwan from Japen. I started the work of teaching QC in universities, assisting enterprises to realize QC in Taiwan, and promoting TQM/QCC to all the country. I have had much luck. Many students followed me to do these QC works so that Taiwan s QC grew rapidly and developed better and stronger than other countries. TQM/QCC has benefited Taiwan s economy and finance a lot. I remember, on November 14 th 1987, Dr. Ishikawa sent me a letter that was his last letter. He still told me wishfully to have a bigger task for developing QC for Taiwan and the world and pursuing the happiness for all people in the world. Moreover, he asked me to cultivate new generations, continue my jobs of teaching, promote QC, and assist enterprises. All of which have become my goals to achieve everyday. Even now as I am getting older, I will still do my best to contribute to TQM/QCC. I hope that the younger generation will work harder for QC, make QC shine brighter, and work for the better quality of the world. In short, thank you everybody. Thank for this IKA Prize. I will never forget this moment

108 The ANQ Congress 2015 Taipei September 23-24, ARE-QP Award Presentation 17-1 ARE-QP Award Ⅰ: China UnionPay ARE-QP Award Ⅱ:Jiangling Motor Company Limited ARE-QP Award Ⅲ:Children's Republican Clinical Hospitaal of Tatarstan Republic ARE-QP Award Ⅳ:Niznevartovsk City Policlinics ARE-QP Award Ⅴ: Organik Dalat JVC Company ARE-QP Award Ⅵ: Petrolimex Saigon, Co. Ltd ARE-QP Award Ⅶ:PTT Global Chemical Public Company Limited

109 The ANQ Congress 2015 Taipei September ARE-QP Awardee : China UnionPay CAQ Establishing a Quality Management System and Developing an Automation Platform for Financial Data Center Operations Organization Profile China UnionPay, a bankcard association, is engaged in realizing interconnectivity and resource sharing among commercial banks through the 'UnionPay Interbank Clearing System'. And it ensures the cross-bank, cross-region and cross-border use of bankcards. Nowadays China UnionPay has established extensive cooperation ties with hundreds of institutions at home and abroad. And by the end of 2014, it has issued more than 5 billion UnionPay bankcards around the world; Moreover, the UnionPay network covers both urban and rural areas in China and extends to over 150 countries and regions in Asia, Europe, America, Oceania, Africa and so on. China UnionPay makes great efforts to promote comprehensive payment services based on bankcards. Card holders can not only use their bankcards at ATMs, POS, etc., but also can use them to pay utility bills, book air tickets and hotels, make credit card payments, make self-service account transfers and more, through the Internet, mobile phones, telephones, self-service terminals, smart TV terminals and various other emerging channels. Focusing on the demand for diversified card applications, a bankcard acceptance environment featuring a wider scope, more sectors and more channels is gradually taking shape under the joint efforts of China UnionPay and other relevant institutions. At present, the bankcard has become the most important non-cash means of retail payment in China. So the penetration rate of bankcard has reached (proportion of consumption by bankcard in the total retail sales of consumer goods) as highly as 47%. The bankcard payment business covers every corner of society and correlates with the life of each consumer. By the end of 2014, the number of card holder has increased to 900 million. And approximately 5 billion bankcards has been issued in aggregate. At the same time, cross-bank transactions have reached RMB 41 trillion and bankcard payment services have become an integral part of the livelihood in China. Therefore, the stability of the UnionPay Interbank Clearing System in the interconnectivity of commercial bank systems has become one of the major positive factors influencing the safety of the national economy and the stability of society. This system is guaranteed by China UnionPay Information Center, UnionPay's core

110 The ANQ Congress 2015 Taipei September 23-24, 2015 department for handling relevant cross-bank transactions by bankcards nationwide. And this department is also the global processing center for the centralized transfer of information concerning cross-bank transactions by bankcard and an interface between China and such international bankcard organizations as VISA, MasterCard, JCB, American Express, Diners Club and more. The entire network of the UnionPay system connects thousands of member institutions, tens of millions of businesses, tens of millions of POS terminals and hundreds of thousands of ATM terminals, processing an average of hundreds of millions of transactions and involving hundreds of billions of RMB every day. To ensure the 7*24h uninterrupted operation of the core transfer system for the provision of highly efficient and stable services, data backup and the safe and stable operation of other relevant systems, extremely high requirements on the production quality management is needed, and its requirements is no lower than those of the aerospace sector. Activity Introduction The China UnionPay (Beijing) Information Center has successfully applied the concept of quality management to the production management of the Financial Data Center, realized the electronization of the quality management system, achieved the daily normalization of the PDCA and raised the operation management level of the Data Center. As Financial Data Center products has its own characteristics, such as high technology and knowledge density, non-unified operation standards, hard-to-control operation processes and so on, the traditional industry is focused on emergency measures in the event of financial system failures. However, the products of the Financial Data Center also feature the concept of 'Production is Delivery', and ex-post emergency measures usually lead to irrevocable economic loss and negative social influence. And this becomes a big problem for the industry. In order to settle this problem, China UnionPay (Beijing) Information Center applied the concept of quality management to the production management of the Financial Data Center in an innovative manner, realized the standardization of operation processes, realized real-time monitoring, and realized early quality warnings and preventive mechanisms for operation process control. And this eliminates the vacancy of industry research on how to apply quality management to production and operations in Financial Data Center. The project consists of two parts: firstly, establishing a quality management system for the Financial Data Center, which can realize standard operation processes, real-time monitoring, early quality warnings and error prevention; secondly, developing an operation quality management platform by relying on the established operation quality management system of

111 The ANQ Congress 2015 Taipei September the Financial Data Center and realizing the transformation of the Data Center from an industrialized operation to an informatized operation. Featuring high flexibility and full openness, the automation platform is capable of collecting data from more than 5,700 quality control points, enabling quality personnel (users) to realize multiple designs with more than 12 algorithms, conducting the monitoring and analysis of data at control points from over 30 dimensions, providing quality control points and quality control point data, expanding modules according to needs based on dimension analysis, realizing the customerization and analysis of functional modules tailored to the monitoring contents and realizing the constant monitoring of operation quality. The platform also adopts BI concepts and technology in order to conduct the in-depth analysis and mining of potential quality problems through data monitoring, freeing quality personnel from the heavy burden of data statistics and analysis and placing a greater emphasis on the in-depth analysis and mining of quality data. The electronized platform has realized the process and automation of operation quality planning, operation quality monitoring and quality improving. This platform has also realized the analyzable, recoverable and displayable operation management state of the Financial Data Center. And this platform has discovered and corrected operation deviations, improved the accuracy and efficiency of operation quality and raised the operation management level of the Data Center

112 The ANQ Congress 2015 Taipei September 23-24, ARE-QP Awardee : Jiangling Motor Company Limited CAQ JMC Quality Operating System Organization Profile Jiangling Motors Co., Ltd. (hereinafter referred to as JMC or the Company ) was listed in the stock market after being re-structured in 1993 and was one of the earliest listed companies in automobile industry. In 1995, JMC began strategic partnership with Ford Motor Company. JMC is governed in accordance with the Code of Corporate Governance for Listed Companies and has well-defined rights and liabilities. The Company has set up Shareholders Meeting, Board of Directors and Supervisory Board in conformity with the law; Chinese party, foreign investor and independent directors each takes 1/3 seats in Board of Directors. Strategic Committee, Compensation Committee and Audit Committee were established under the BoD. Executive Committee Accountability System was established under the leadership of BoD, with multi-layer operation pattern based on approved authority delegation. Through years of excellent cooperation with its partners like Ford, JMC has formed open, inclusive and aggressive enterprise culture through cross-boundary and cross-culture convergence. JMC owns three major brands namely Ford brand commercial vehicle, JMC brand commercial vehicle and Yusheng brand SUV. Its engine products range from JX493 series and PUMA series diesel engine to GTDI series gasoline engine. JMC has national certified R&D and technical center, its testing track and testing base all reach international advanced level. The company has three manufacturing bases with over 14,000 employees, capable of producing 500,000 whole vehicles and 400,000 unit engines a year. JMC boasts the most advanced fully automatic pressing line in global automobile industry, welding line with the highest level of flexibility and intelligence in China, national largest negative-pole E-coat automatic painting line and spray painting line on which 9-axis robot is adopted for the first time in China. Its final assembly line, with the highest mixing degree, accommodates the biggest number of vehicle platforms. Moreover, JMC possesses global advanced engine and front axle manufacturing facilities, domestic leading casting facilities and engine and whole vehicle testing lines adopting world-class advanced checkout equipment

113 The ANQ Congress 2015 Taipei September JMC products are mainly sold through dealer network. The four-in-one distribution network refers to sales, spare parts, service and survey has been set up in over 30 provinces, municipalities and autonomous regions. By the end of 2014, JMC had 153 4S whole vehicle dealers, over 100 3S distributors and 500 plus sales outlets, as well as over 500 service stations. JMC has made brilliant achievements in segment markets. In 2014, JMC was the sales champion in China light bus segment, sales No. 2 in pickup segment, and among top three in light truck market. Its growth rate in the aforementioned three segments is higher than that of competitors. In 2014, JMC topped China Auto Company Healthy Asset List and ranked No.3 in the industry in terms of operation capability. The major domestic competitors of JMC include Great Wall Motors, JAC, Foton and Brilliance Auto. JMC is strategy-centered, and has set up top-down multi-level decomposition KPI (Key Performance Indicators) system. A two-way communication methodology is adopted by the company to comprehensively trace and measure the company s performance, so as to realize the supervision over daily operation and strategy progress. The company undertakes the mission of to produce and distribute a portfolio of world class products with best-in-class customer satisfaction in pursuit of excellence. JMC won Nanchang Mayor Quality Award in 2008 and received Jiangxi Provincial Governor Quality Award in Introduction of JMC Quality Operating System Produce and sale world-class products with best segment customer satisfaction as its mission, JMC has established high efficient and practical integrated management system incorporated with well-structured multi-elements and clearly defined quality leadership strategy. In particular, JMC highly standardized quality operating system (QOS) has become one of its key competitiveness which directly works on product quality improvement. As introduced as follows. With high acceptance standards established benchmarking best-in-class worldwide, JMC has standardized all of the quality gateways and processes, and uses a series of well-designed quality tools, outstand itself in implementation of Three Not principles. Every quality issue being recorded, fed back to upstream, reacted and corrected in timely manner. And all of data have been put in the quality data management system which is real time switching with Ford system, and been analyzed and tracked for quality improvement, target forecasting & fulfillment

114 The ANQ Congress 2015 Taipei September 23-24, 2015 JMC has set up 7 cross-functional teams (sub-system team) classified by vehicle function, namely: Power train, chassis, interior trim, exterior trim, vehicle engineering, electrical, and paint, the team includes engineers from product engineering, manufacturing process, quality, supplier base etc., which works on vehicle quality improvement, with standardization of defect description and grouping, each sub-system has clearly defined business scope and follows the standardized quality improvement process. JMC has established standardized time & data management (meeting cadence), which clearly defines the quality review frequency, review intent, attendees, review contents and review levels (such as monthly senior management review, weekly champion review, and daily progress review), with the well designed meeting cadence, quality information sharing, action decision making, action plan follow-up etc become part of the routine work of the team and very easy, just follow the standardized process! As mentioned above, JMC has designed series of standardized tools for quality information analysis, including issue prioritization metrics, action road map, and JMC has benefit from varies of quality improvement activities such as QC activities, 8D, 6 sigma programs. To guarantee process robustness, JMC applies experience proofed management tools, such as health chart, change management, period job observation to improve process quality robustness. Thanks to effective running of quality operating system, JMC self-owned brand JMC light trucks, pickup quality ranks NO.1 in domestic segment, Ford transit ranks NO.1 in Ford global same segment, quality is surely one of JMC core competency, and help the company maintain sound trend even though the whole commercial vehicle market is declining

115 The ANQ Congress 2015 Taipei September ARE-QP Awardee Children's Republican Clinical Hospitaal of Tatarstan Republic ROQ The innovative project of Children's Republican Clinical Hospital of Health Ministry of Tatarstan Republic (Russian Federation) «Implementation of three-level model of the medical-social care to the children in Tatarstan Republic» Children's Republican Clinical Hospital in Kazan (hereinafter CRCH) is the leading clinical institution in Tatarstan Republic which provides organizational-methodical and coordinating functions in children's healthcare in the region. Clinic mission is rendering of tertiary health care on the basis of continuous improvement and innovative development of medical services for children for the purpose of provision of the high life quality standards of patients. The group of scientists of Social Pediatrics Department of Children Health Science Centre under the direction of Professor V.Ju.Albitsky in cooperation with CRCH had been developed and implemented the model of regional three-level system of the medical-social care to children in hardship and social risk. The offices of the medical-social care are at the first level. These units are created on the basis of children's out-patient departments and polyclinic units of regional and municipal hospitals. 38 primary offices of medical-social care have been organized during the project implementation since inter municipal units of medical-social care in the structure of big children's out-patient departments and hospitals are at the second level. Regional centre of medical-social care to children and their families on the basis of children's republican clinical hospital is at the third level. The normative standards regulating functioning of healthcare institutions on three system levels have been developed for possibility of implementation of the model in practice. The created system is closely integrated into existing system of children's free medical care. It is provided with direct involvement of each medical worker in medical-social care during realization of the basic professional duties. Process of the continuous training of medical workers concerning social pediatrics is organized

116 The ANQ Congress 2015 Taipei September 23-24, 2015 Complex implementation of this project together with other supporting events for life quality improving has allowed to provide the rights protection on harmonious development and health maintenance of each child in Tatarstan, to change the demographic situation in the republic in The implemented model of medical-social monitoring is recommended to the other regions of Russia like the best practice in children's healthcare within the limits of National strategy of measures in the children s interests in

117 The ANQ Congress 2015 Taipei September ARE-QP Awardee Niznevartovsk City Policlinics ROQ Efficiency Improvement of Medical Organization (Polyclinics) Functioning By Implementation of Modern Quality Management Technology for Services Provided in Health Preservation and Preventive Care The polyclinics provides primary health care to adult population of Niznevartovsk. For the purpose of the Niznevartovsk City Polyclinics functioning efficiency improvement and maintaining of quality level of medical care provided for population in 2013 the management board made a decision to implement a modern quality management system and to comply with the requirements of interstate standard GOST ISO 9001: 2011 (ISO 9001:2008). Central organ of the system voluntary certification Vserossiyskiy Register at the head of Fedyk Larisa Alexandrovna supervised work on the design, development, implementation and certification of quality management system in the Nizhnevartovsk city polyclinic at first. There is a service of medical care quality management organized and efficiently functioning in the medical organization. Deputy Chief Doctor in medical care quality management is responsible for its operation. There are specialized and diagnostic departments distinguished in the Institution: surgery with ambulatory surgery center, ophthalmology with ambulatory eye surgery cabinet, otorhinolaryngology with audiology cabinet; traumatology and orthopedics with a twenty-four-seven injury care center, day hospital; X-ray diagnostics; endoscopy; functional and ultrasound diagnostics department. Clinical Diagnostic Laboratory; Health Center; Mobile Health Center (established in 2013 on the basis of the Health Center)

118 The ANQ Congress 2015 Taipei September 23-24, 2015 Inasmuch as for beginning questions development and implementation of the QMS in Nizhnevartovsk city polyclinic supervised qualified specialists SVS Vserossiyskiy Register consequently competent use of the QMS tool in the clinic, greatly improving the efficiency process management. All this together has enabled us to enter the international award for quality, such a level as ANQ. The following advantages have been revealed during the analysis of initial results of QMS implementation in the Institution: objective estimation and arrangement of departments work and processes, revelation and decrease in number of non-conformities, growth in confidence from patients and cost optimization. As a result of the QMS implementation, availability and quality of primary and specialized medical health care improve, as evidenced by main indices of the Institution activity: the number of doctor appointments increased, the number of patients treated with hospital-replacing technology has increased, the part of customers (patients) satisfied with quality and availability of medical care increased to 95%. Human and technical potential of the Institution allowed providing functioning of intermunicipal consulting and diagnostic center. Base for new kinds of health care for adult population has been created: an emergency room, which is equipped in accordance with table of standard supply with medical equipment, medicines, communication means and sanitary motor vehicles was formed. As a management tool, the QMS allows management of basic and secondary processes in all departments of the Institution. In fact, quality management is a properly organized and effectively managed work of every department and employee

119 The ANQ Congress 2015 Taipei September ARE-QP Awardee : Organik Dalat JVC Company VQAH Challenges and creative organic farming research in Vietnam Abstract Vietnam was living with 80% based on agriculture. Diversification of products vary from region to region and have a repartition from the North to the South. Dalat area was located in the high plateau, 1500m from the sea level and have a sub-tropical climate that allowed to produce vegetables, flowers and fruits for the year around. From 1968 with the progress of the chemical industry, Vietnam and specially Dalat city were involve a lot by using chemical fertilizers, fongicides, pesticides and growing hormons that have until now a lot of environment impact, soil, water, producers and consumers chemical contamination. More and more problems of cancer that affected the population and broke the harmony of the nature and environment. In ten years from 2005 to 2015 different innovative researches were done at Organik Dalat farm in an area of 5 hectares on several field as site history and management, organic seeds and seedling plants, fertilizers, plant protection, water and vegetative wastes treatment, process post-harvest, maintain the farm bio-diversity, process of organic and HACCP certification etc Among these researches three important studies were set up on the purpose to solve the organic production and if successful will be expanding to the farmers helping reducing the use of chemical in the agriculture and providing to the consumers less chemical residues level. Research on the biodiversity of the environment enhancing the habitat of the fauna and the flora, helping the study of using the natural enemies for the control of the insects. Different researches on the phenology of the predators helping the control of the aphids, nematodes, thrips, cutting worms for different plants varieties at the farm. Improvement of plants yield, reducing the damage of insects, and diseases on the crop, controlling and monitoring the labors operation in the field by organizing the production on vertical soilless beds of five layers and LED light contribution to improve and increase three times the yield in comparison with one layer on the soil. This research if successful will help farmers with small farm area increasing their

120 The ANQ Congress 2015 Taipei September 23-24, 2015 crop s yield, reducing using the maximum of chemical use, stopping the cutting and destroying of pines tree forest for land possibility and keeping the harmony of the nature inducing the sustainable environment. Studies on different best management practices as the biological control technics helping not using more chemical insecticides based on the color attraction or repellent properties of different plants for the case of the leafminer Liryomiza sp. Keywords: Organic farming, biodiversity, natural enemies, vertical soilless, and LED photosynthesis contribution. Brief of self introduction Organik Dalat JV Company was founded from 1987 The company has two operation areas : An organic production farm localize in Da Tho commune, Xuan Tho ward, 16 km from Dalat city. The farm has about 4 hectares of land and recently produce high quality organic vegetables. Recently 78 varieties of organic vegetables were produced and supplying for HORECA market, as hotel 5 stars, resorts, air catering, home delivery for about expats families living in Vietnam, and a part for exporting to Singapore and Germany. A branch of Organik Dalat was set up at No.8, Thao Dien street, District 2, Ho Chi Minh City. At this place a shop was build for a show room and selling organic products from the farm and imported organic foods from US, Spain, France, Australia, etc. The shop was also a place to distribute products for the Southern Vietnam. The Central Vietnam and North Vietnam will be provide from the farm at Dalat. Strategy of Organik Dalat From 1987 to 2005 the company was certified conventional standard base on the Codex Alimentarius of the WHO and FAO regulations. Then 2005, Organik Dalat is the first company in Vietnam to be certified GlobalGap from the IMO Switzerland and specially in 2013, Organik Dalalt is the first company in Vietnam to be certified Organic from the EU. By innovative researches from the production to the postharvest, Organik Dalat always maintain the value chain of the products on the purpose to supply high quality, safety products to the consumers with no chemical residues level. During 10 years operated on organic farming 8 targets were studied for the management of organic standard as follow:

121 The ANQ Congress 2015 Taipei September Site history and management; Organic seeds and seedlings; Organic fertilizers and fertigation; Biological plant protection; Irrigation and waste water treatment Vegetative waste treatment and reuse; Harvest and process post harvest; Quality management through the quality certification for EU organic certification and management of hygiene through the HACCP certification. Activities performed to get outstanding results Always improving and innovation of new organic techniques for the production; Creating the harmony of the nature enhancing the habitat for the fauna and the flora on the purpose to diversify natural enemies and keeping the balance between predators and insects; Introducing the soilless production on shelves of 5 layers with the contribution of LED light helping the photosynthesis of plants, increasing the yield and the nutrition value. This technique if successful will enhance the best management of insects and diseases for the plants, better management of labors to control the safety and quality and sustainable agriculture. Also for poor farmers that didn t have big area this soilless vertical production will help them to increase 3 times the yield on the same area, that help reducing the cutting and destroying of the forest on the purpose to get more land for cultivation; Improving the training for the workers at the farm, sharing the organic farming concept to the students of different Agriculture universities in Vietnam and for abroad universities; Receiving groups of farmers in the country or abroad for exchanging organic knowledge by organizing organic workshop and educational visits to the farm; Corporate through the agriculture exhibition in Vietnam or abroad; Maintain quality management system through the verification annual quality assessment and certified Organic, GlobalGAP, HACCP, and ISO in the future; Organizing contract farming with the farmers in Vietnam (Example: Organic Ta Pa village at Tri Ton commune, An Giang province for poor Khmer Vietnamese farmers on the purpose to transfer the organic technology, creating new market to sell and diversify the products for the local consumers and for exportation. Hope to expand organic farming in Vietnam in the future

122 The ANQ Congress 2015 Taipei September 23-24, ARE-QP Awardee : Petrolimex Saigon, Co. Ltd VQAH 15 Years - Applying for advanced management standards and tools - Oriented TQM Brief of Self Introduction Petrolimex Saigon Co., Ltd. (Petrolimex Saigon), was established on September 17 th 1975, is a member of Vietnam National Petroleum Group directly under Ministry of Industry and Trade. Our company has three subsidiaries, including: Nha Be Oil Terminal, Retail Petroleum Enterprise, Petrolimex Saigon Commercial and Engineering Services Enterprise. Head Office: 15 Le Duan Boulevard, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam. Tel: Fax: Website: kv2@petrolimex.com.vn Major Products and Services: Trading in petroleum products (RON 92 Unleaded Gasoline, RON 95 Unleaded Gasoline, E5 Bio-Fuel, Diesel Fuel Oils - DO, Fuel Oils - FO, Kerosine - KO), Lubricants and Petrochemical Products (Liquefied Petroleum Gas, Chemicals, Lubricants) on all forms from Wholesale, General Agent, Agent, Industry Sector, Re-export to Retail trade for consumers. Kinds of petroleum services: Chain of convenience services at retail petroleum stations; oil storage; entrusted import; oil transportation service; testing petroleum sample service; petroleum training & consultancy service; responding with oil overflow accident; constructing and repairing oil project; oil tank cleaning service; collection, transportation, treatment and disposal of hazardous wastes; etc During of 40 years of continuously development, Petrolimex Saigon steps up investment and develops infrastructure constantly from import storage export of petroleum with 04 oil terminal port which has 196 hectare and more than 03 kilometres spreading along the Saigon River. Its capacity is more than 700,000 m 3, 09 imported exported wharf system can receive tankers up to DWT, 03 tank truck delivery system with productivity of 550 tank trucks per day. Its equipments are modernised, management and operation system are automated. The oil import-export s ability is above 08 million m 3 ton per year. Moreover, the company

123 The ANQ Congress 2015 Taipei September has 68 retail petroleum stations which are invested spacious and modern throughout Ho Chi Minh City. Beside its modernised infrastructure system, Petrolimex Saigon has developed the quality strategies through building, maintaining and continually improving the management system following to the world s advanced standards and tools. To confirm self-position in the market, our company keeps firmly to expand the business development goals and objectives; enhancing the services quality in order to meet the best customers demands; implementing to commit environmental protection, occupational health and safety, social responsibility. 15 Years Applying for advanced management standards and tools in Petrolimex Saigon: From 1997, Petrolimex Saigon applied the competence of testing management system following to ISO/IEC which is accredited in 2001 by VILAS. Up to now, The Labs of Petrolimex Saigon has been acknowledged 60 testing methods and it is one of modern labs, keep pace with other ones in Asia Pacific Ocean. From 2002, started to apply officially The Quality Management Systems following to ISO 9001 standard in Wholesale, import export and storage of petrol ; in 2003 expanding the applying scope in Retail ; in 2007 continuing to expand the applying scope in remaining fields. And from 2010 to now, ISO 9001 has covered 100% business activities in Petrolimex Saigon. From 2007, applying The Environmental Management Systems following to ISO and The Occupational Health and Safety Management Systems following to OHSAS in Nha Be Oil Terminal; to 2012 expanding the applying scope of The Environmental Management Systems following to ISO in Collection, Transportation, Treatment and Disposal of Hazardous Wastes in Petrolimex Saigon Commercial and Engineering Services Enterprise. Our company has integrated these management systems to form the general management system in Quality Safety Health and Environment (has been called shortly QSHE Integrated Management System) which meeting the requirements of standards as well as leaning in operation. From 2009, Petrolimex Saigon has applied The 5S Practicing Model at our 05 pilot petroleum stations and then expanding the applying scope for all petroleum station system. Up to now, after more five applying years, this model has covered 100% total operations at the overall company with a set of 5S Standard

124 The ANQ Congress 2015 Taipei September 23-24, 2015 From 2010, Petrolimex Saigon has applied SAP-ERP in scope of Sales and Distribution, Accounting, Finance, Logistics. This is a great advances, marking a turning-point in equipping modern, advanced and scientific management tools over the world to serve operating management. Applying SAP-ERP will support for QSHE integrated management system of Petrolimex Saigon to be operated more effectively and efficiently. Activities Performed to Get Outstanding Result After fifteen years ( ) of applying deeply advanced management standards and tools, Petrolimex Saigon has stepped up the effort and improvement to achieve the integrated management system following to standards. Up to now, this management system is becoming one of the effect tools for operation management activities of Petrolimex Saigon. Management commitment: With concept of quality management in order to satisfy better the customers demands and to be considered as a long-term strategy, Petrolimex Saigon has applied not only the basic standards but also the advanced management tools to contribute in enhancing the operation management efficiency, changing the management methods from experience into modern science, increasing the company s competitiveness in the market, especially buliding to succeed in the integrated management system with the advanced management technology and process. Therefore, in quality activities, Petrolimex Saigon Director Board always commits strongly and keeps firmly to pursue Quality Effective Safety objectives, has a long-term quality development planning. Our company s leaders directly has reviewed totally management system at 6 monthly intervals. Standardizing service quality, enhancing customer satisfaction: The company has standardized, issued and improved frequently Service quality standards of Petrolimex Saigon. Our company has organized to measure annual customer satisfaction, its satisfaction result has always achieved above 95%. Quality measurement: The company has managed and operated through a set of objectives KPIs with above 100 indicators. At the beginning of the year, these indicators are developed thoroughly from Director Board to departments / divisions / individuals and must be connected closely with effectiveness and labor s capacity to be payable on salary/bonus to create their dynamic in the workplace in order to orient to complete in the general goals of company. Control of internal documents: Documentation has been improved continuously in form and content. The company has frequently reviewed and rejected to overlap

125 The ANQ Congress 2015 Taipei September of the internal processes and applied thoroughly according to the principle of 5W-1H. The steps on each process must be combined with level of specific requirements to ensure its effective and efficiency operation. The internal processes are documented and uploaded on PSE software to help users access and apply them. Strengthening to train and communicate in quality activities: The company has always focused on training in general, quality training in particular. Organizing the internal and external training courses to update the new knowledge. The company has also written A set of internal quality training documents proactively with the diversified contents from basic knowledge to advance knowledge to train for leaders, managers, staffs and employees. The company has established quality communication channels such as: forum, 5S Newsletter, 25/11 traditional quality day which has been held on annual, Quality Newsletter on the company s website, maintaining the activities of quality team. Mobilizing and rewarding: To mobilize, encourage and attract the good and excellent employees, leaders established Petrolimex Saigon Prize (Productivity Safety Green) to commend outstanding individuals in quality activities at 6 monthly intervals. Besides, the company has rewarded timely for the ISO s achievements in order to create the work motivation further for this quality field. Maintaining the effectiveness of management system: Yearly, the company has received the auditors of Bureau Veritas Certification Vietnam, Bureau of Accreditation Vietnam and customers warmly. Beside, the internal audit activities have also been organized at 6 monthly intervals. All the nonconformities have been corrected within the required time which contributed in bringing many improvements for management system. Applying 5S to improve the management system: The company has standardized and issued A set of 5S Standard to apply for 26 small sectors in the overall company. Maintaining to check 5S practice at quarterly intervals, the result of pictures has been communicated widely on internal network. Afer five applying years, 5S Model has contributed in changing the style of working for employees in keeping cleanly, orderly and scientific at the workplace. Especially, company s image is more and more advanced, contributing to reinforce the trademark s prestige, becoming a place to put the belief of customers. In general, Petrolimex Saigon has been improving continuously to implement commitments for customers with the best service quality, minimizing risks to ensure safety and environmental protection, meeting the requirements of law, using to maximize resources to enhance the business effectiveness and implementing full of corporate social responsibility

126 The ANQ Congress 2015 Taipei September 23-24, ARE-QP Awardee PTT Global Chemical Public Company Limited SQAT Excellence and Sustainability Organization by Operational Excellence Management System (OEMS) Abstract PTTGC is determined in its pursuit of excellence so that it maintains its status in the Top Quartile Performance for production operations, comprising of safety, energy efficiency, reliability (zero unplanned shutdowns), operating costs, and ROIC. As such, the company designed the Operational Excellence Management System (OEMS) as an operations guide for the entire organization. This system is made up of 4 key elements, as follows. Operational Excellence Management System (OEMS) Manual: A team of experts established Best Practices in 12 sectors for all employees to use as operational guidelines in their work. Result Delivery (RD): To follow OEMS Best Practices, there is a Change Management Team to coordinate and communicate the best practices to ensure that all executives and employees understand and are able to apply the best practices to adjust the operations processes in a concrete manner. Continuous Performance Improvement (CPI): The OEMS employs Benchmarks based on the operational results of top global companies and employees work together to plan and develop operations processes continuously in order to pave the way to Top Quartile Performance results. Intellectual Capital (IC): Operations knowledge is shared in each plant and further best practices are selected and systematically collected to facilitate knowledge expansion as the organization s intellectual property. With the application of the OEMS and CPI mechanism, PTTGC11 has succeeded in many different ways, like having Zero Lost Time Accidents (LTA) (Safety), Achieving 10,000+ hours of continuous operation (Reliability), and being ranked and recognized in the Top Quartile for Energy Efficiency and Cost Efficiency. Also, PTTGC11 s LDPE plant was invited to share its operations expertise with a presentation at the LDPE Plant Improvement Conference in Germany and received the Best Paper Award for Furthermore, the company also transfers the knowledge it has gained through OEMS with the community and

127 The ANQ Congress 2015 Taipei September works on many social projects, such as the Biodegradable Plastic Bags for Tree Planting Project, the Winged Plastic Sacks for Landslide Prevention Project, the Royal Projects, and the Breast Prosthetics Project. PTTGC11 is accepted and trusted by the community and both are committed to growing industry and community together under the concept of Creating Shared Values (CSV) which is implemented through various CSR programs that are in line with the community and society s needs, which help supplement communities incomes. Education programs are also implemented, like the establishment of the Rayong Advanced Institute of Science and Technology (RAIST) and the Kamnoetwit School (KWIT). Both institutions aim to advance science and technology education and research and produce homegrown world class talent in Thailand and build a base on which Thailand s potential and competitiveness in comparison to other countries can be developed. PTTGC11 sees the opportunity and significance in expanding its business to include more innovative plastic products to cater to the needs of downstream customers whose businesses are growing, as well as to support the growth of sustainable enterprises. The company recently innovated and developed new types and grades of LDPE and LLDPE plastic pellets (Innovation and Product Development) to possess special properties or have higher efficiency, in accordance with market demands, such as LLDPE pellets for the manufacture of frozen food packaging that requires durable, tough plastic that can withstand friction or LDPE plastic pellets for producing masterbatches. PTTGC 11 is a model for the Petrochemical Complex the company will be building in Indonesia as a joint venture with the Indonesian firm Pertamina. This Petrochemical Complex will better support the demands of the Indonesian market, which grows each year. PTTGC11 will also be a model for the Petro chemical Complex the company would like to construct in the United States to respond to the demands of the North American market. In addition, the company is also a major shareholder in NatureWorks LLC, a US company that manufactures and owns the technology to manufacture bioplastic made from Polylactic Acid (PLA), another plastic innovation. The company also has a Representative Office in Beijing to study and analyze the market and seek new investment opportunities in China and provides support to PTTPM, a company under its umbrella, to set up sales offices in key Asian cities like Dubai, Guangzhou, Ho Chi Minh City, and Shanghai. The purchase of shares and investing in foreign companies allows for knowledge sharing between Thai and foreign employees, fosters international cooperation, builds up the reputation of a Thai-owned company, and leads to the company s sustainable growth

128 The ANQ Congress 2015 Taipei September 23-24, 2015 The Organization PTT Global Chemical Company Limited, Location 11 (PTTGC11) was founded in 2004 and located at 8 Pa Dang Road, Map Ta Phut, Rayong province, Thailand. With a registered capital of 1.5 billion USD, the company comprises of 3 world scale petrochemical plants. First is the Ethylene plant, which can produce one million tons of ethylene per year, which is then fed as raw material for the 2 other polyethylene plants. The first of polyethylene plant produces up to 300,000 tons of low-density polyethylene (LDPE) per year. The second one produces linear low-density polyethylene (LLDPE) at 400,000 tons per year. Low-density polyethylene (LDPE) are excellent in printability, easy processing and good in thermal stability, mechanical properties, optical properties and seal ability. As a result, LDPE pellets can be produced into many different applications, such as everyday plastic bags, general purposed film, food packaging, bubble wrap, plastic lining, agricultural film, industrial bags, multi-layered films, lamination film, shrink film, heavy duty packaging, injection moulding or other plastic works. Linear low-density polyethylene (LLDPE) are excellent in clarity, good mechanical properties. These properties make LLDPE products very versatile. For instance, LLDPE pellets can be used to produce food packaging, frozen freezer film, plastic lining, high strength general purpose films, agricultural film, industrial bags, stretch film, and lamination film or multi-layered film. They can also be used to make plastic lids/covers, household products such as wastebaskets, large container such as chemical containers, above ground water tanks, underground water tanks, and septic tanks Both PTTGC11 product, LDPE and LLDPE plastic pellets, are sold under the InnoPlus brand. Currently, InnoPlus is sold domestically as well as exported to 103 countries all over the world, generating an income of billion baht per year (2014). According to rankings conducted by US-based Solomon Associates and Phillip Townsend Associates, all three of PTTGC11 s plants have been ranked within the world s 1st Quartile for Ethylene plant and 2nd Quartile for new process that PTTGC11 just ever have for LDPE and LLDPE plant in terms of Energy Consumption and Plant Reliability. The company has received many awards from both domestic and international arenas, such as the Prime Minister s Industry Award 2014 and the DJSI World s Top 10 in the Chemical Sector ranking. PTTGC11 is also a key component that has made PTTGC Group one of the world s 10 Industry Group Leaders , the first and only company in Asia to receive such an

129 The ANQ Congress 2015 Taipei September accolade for its work in the Chemical Sector and Sustainable Development, from the Dow Jones Sustainability Indices (DJSI). The company places great importance in satisfying the needs of our customers and employs a system called Customer Relationship Management (CRM) to continuously improve, innovate, and develop new products in line with our Market Back Strategy. PTTGC11 also co-creates new grade products with other brand owners to achieve products that correlate with our customers needs while also cutting cost for them. Our constant systematic development has generated the market launch of 22 new products in (New Commercial Innoplus Grades 22 New Products Launching), which has boosted sales that currently stand at 100 billion USD. Still, there are 64 new grades of products still in the pipeline for market launch. PTTGC11 increased its Management of Contractors and Suppliers (MCS) efficiency through long term contracts. This ensures deliverables reliability and raw materials and public utilities quality control, as well as minimizes the risk of raw materials and public utilities scarcity and helps systematically manage their prices. PTTGC11 exercises safety through the management and control of emergency situations. It employs a Business Continuity Plan and cares for the nearby communities and environment through the installation of an Enclosed Ground Flare and a Regenerative Thermal Oxidizer (RTO). These help reduce problems of heat, noise, and smoke that may occur. PTTGC11 is the first and only company in Thailand that is Carbon Footprint and Hazard Analysis & Critical Control Points (HACCP) certified, and has received many other international certifications in multiple spheres, such as the GMP, ISO 9001 : 2008, ISO : 2004, TIS/OHSAS 18001, ISO 14064, and ISO certifications

130 The ANQ Congress 2015 Taipei September 23-24, th IAQ/ANQ Symposium th IAQ/ANQ Symposium 2015 in Taipei Quality Education and the New UN Sustainable Development Agenda Organized by: International Academy for Quality (IAQ), USA, IAQ Quality in Education Think Tank (QiETT) Co-hosted by: Asian Network for Quality (ANQ) Supported by: Chinese Society for Quality (CSQ) Synopsis: The year 2015 will become very exciting for the United Nations. By 2015, neither of the goals of the "Education for All Agenda" (UNESCO) had been achieved nor had the education-related Millennium Development Goals (MDGs) been achieved. More than 150 world leaders are expected to attend the UN Sustainable Development Summit from September at UN headquarters in New York to formally adopt an ambitious new sustainable development agenda. This momentous agenda will serve as the launch pad for action by the international community and by national governments to promote shared prosperity and well-being for all over the next 15 years. There is a global consensus about the

131 The ANQ Congress 2015 Taipei September need for a new forward-looking education agenda, which will round off work that has not been completed. In this respect, it will be about focusing on equity, learning and, above all, quality. It can be foreseen that education will be placed in the heart of the new global development agenda. Quality education will become a huge challenge of the new Sustainable Development Goals until IAQ QiETT is willing to address this global challenge. Since 2012, QiETT has succeeded in learning important new lessons in cooperation with the Asian Network for Quality (ANQ) and the national quality organizations in a large-scale project of IAQ s pilot region in Asia Oceania. In 2015 we will continue our work at the 4th IAQ/ANQ Symposium 2015 in Taipei. Date: Thursday, September 24, 2015 Time: 11:00 12:45 Venue: Room 328, Chientan Youth Activity Center, Taipei, Taiwan Target participants: Any person interested in this topic Fee: Free of Charge Language: English Enquiry: Roland K. Jahnke, International Academy for Quality RolandJahnke@t-online.de Agenda for the IAQ/ANQ Symposium :50 Registration 11:00 11:05 Opening Session Opening Remarks by Prof. Pal Molnar, President of International Academy for Quality (IAQ) and Prof. Yury Gusakov Chairman, Asian Network for Quality (ANQ) Part 1: Introduction Group Photo with Symposium Participants 11: Keynote speech: Global Quality Education in the heart of the New Sustainable Development Goals (SDGs) to 2030 by Academician Roland K. Jahnke, Germany Vice President, International Academy for Quality (IAQ) Chairman IAQ Quality in Education Think Tank (QiETT) and IAQ Representative at UNESCO Headquarters, Paris

132 The ANQ Congress 2015 Taipei September 23-24, :30 11:45 Presentation: Quality Education and Sustainability in New Zealand by Prof. Nigel Grigg, Massey University, New Zealand, Past President New Zealand Organisation of Quality (NZOQ) Part 2: Panel Discussion 11:45 12:45 Panel Discussion on New challenges for Quality Organzations: Quality Education in the heart of new SDGs Moderator: Academician and Vice President Roland K. Jahnke Chairman, IAQ Quality in Education Think Tank (QiETT) Panel Speakers from Quality Organizations and Universities in Asia Oceania: China N.N., Vice-President of China Association of Quality (CAQ) Hong Kong Prof. Dr. Kwai Sang Chin, Past Chairman of the Hong Kong Society for Quality (HKSQ) Japan Prof. Dr. Kazuyuki Suzuki Past President of the Japanese Society for Quality Control (JSQC) Kazakhstan (Central Asia): Prof. Azat Abdrakhmanov, President of the Kazakh Organization for Quality and Innovation Management (KOQIM) New Zealand (Oceania): Prof. Dr. Nigel Grigg, Past President of New Zealand Organization for Quality (NZOQ) Russia Prof. Tatyana Shkarina, Chair Quality Department of FAR EASTERN FEDERAL UNIVERSITY (FEFU), Vladivostok Vietnam (South East Asia) Dr. Ngo Van Nhon, Chairman of the Vietnam Quality Association of Ho Chi Minh City (VQAH)

133 The ANQ Congress 2015 Taipei September Speakers from Quality Organizations, Universities and Business of Asia Oceania: Moderator Panelists Roland K. Jahnke, International Academy for Quality (IAQ) Roland K. Jahnke is Academician and Vice President of the IAQ; Chairman of the IAQ Quality in Education Think Tank (QiETT). He is globally committed to quality and sustainability. He is Member of the Global Advisory Committee of the American Society for Quality (ASQ) and ASQ Fellow. In the Education sector, he was invited as expert at Global Conferences of UNESCO and is a delegate of the Global University Network for Innovation in Barcelona. He is the IAQ Representative at UNESCO Headquarters, Paris and observer at UNESCO. In addition he had several executive functions at former Federal Ministry for Post and Telecommunications, Germany, and now of Deutsche Post DHL Group, the world market leader in postal and logistics services with employees in 220 countries and regions. N.N., China Association for Quality (CAQ) Kwai-Sang Chin, Hong Kong Society for Quality (HKSQ) Dr. Kwai-Sang Chin is Assistant Head and Associate Professor of System Engineering and Engineering Department of City University of Hong Kong, and Past Chairman of the HKSQ. Dr. Chin is an Associate Academician of IAQ and fellow of the ASQ (American Society for Quality) Kazuyuki Suzuki, University of Electro-Communications, Tokyo Dr. Kazuyuki Suzuki is Professor at the Dept. of Informatics at the University of Electro-Communications, Tokyo. He has been working on Reliability Engineering and Quality Management for over three decades. He has served as both the president of the Japanese Society for Quality Control (JSQC) in 2010 and 2011,and the president of Reliability Engineering Association of Japan (REAJ) in 2012 and 2013, besides a member of the Deming Prize Committee. He won the Deming Prize for Individual in 2014, and Wilcoxon Prize in 1999 from the American Society for Quality (ASQ). In 2014 became an Academician of IAQ

134 The ANQ Congress 2015 Taipei September 23-24, 2015 Azat Abdrakhmanov, Kazakh Organization for Quality and Innovation Management (KOQIM), Kazakhstan Dr. Azat Abdrakhmanov is President of the IAQMA. After he has qualified as a Doctor of Medical Science at the Alamaty National Medical Institute he became a Professor of Radiobiology. With his background in healthcare he engaged in Quality Management with several international qualifications. In 2011 he became a Member of the IAQ and in 2012 a Member of the ANQ Board. Nigel Grigg, New Zealand Organisation of Quality (NZOQ) Dr. Nigel Grigg is Associate Professor (Quality Systems) at Massey University in New Zealand, where he leads graduate, postgraduate and research programmes in Quality. He is a Chartered Quality Professional and Certified Six Sigma Black Belt, senior member of the ASQ, Past President and director of the NZOQ, member of the Chartered Quality Institute and the Institute of Directors. Tatyana Shkarina, FAR EASTERN FEDERAL UNIVERSITY (FEFU), Russia Prof. Tatyana Shkarina is the Chair of Quality Department at Engineering School, FEFU, in Vladivostok. She is also the organizer of the next ANQ Congress 2016 on the campus of FEFU in Vladivostok. In this context she plan together with IAQ QiETT a Pre Congress/Symposium for quality professionals and interested teachers in the field of Quality Education. Ngo Van Nhon, Vietnam Quality Association of Ho Chi Minh City (VQAH) Dr. Ngo Van Nhon is the chairman of VQAH, period ; the director of Institute for Quality Assessment and Development (IQAD). He holds the Engineer, MBA and PhD degrees. His research interests are in the areas of higher-education, quality management and social accountability. He is a director of Bureau for Trade Development (BTD), Ministry of Industry and Trade in Vietnam. In 2012 he became a Member of the ANQ Board

135 The ANQ Congress 2015 Taipei September In addition to representatives of quality organizations we will welcome at the 4 th IAQ/ANQ Symposium 2015 in Taipei several delegates from education field like: Ha Noi University of Industry (HaUI) Ho Chi Minh City University of Food Industry (HUFI) Ton Duc Thang University (TDT) College of Foreign Economic Relations (COFER), Vietnam Institute for Quality Assessment and Development (IQAD), Vietnam Massey University, New Zealand Far Eastern Federal University (FEFU), Russia University of Electro-Communications, Tokyo City University of Hong Kong

136 The ANQ Congress 2015 Taipei September 23-24, Technical Program Committee Chairperson Dr. Chuen-Sheng Cheng Professor and Chairman, Department of Industrial Engineering and Management, Yuan Ze University Members Dr. Chen-Ju Lin Associate Professor, Department of Industrial Engineering and Management, Yuan Ze University Dr. Chieh-Yuan Tsai Dr. Chien-Chih Wang Dr. Hen-Yi Jen Dr. Jhy-Ping Jhang Dr. Jui-Chin Jiang Dr. Ling-Lang Tang Dr. Yee-Ming Chen Professor, Department of Industrial Engineering and Management, Yuan Ze University Professor, Department of Industrial Engineering and Management, Ming Chi University of Technology Assistant Professor, Department of Industrial Engineering and Management, Yuan Ze University Associate Professor, Department of Industrial Engineering and Management Information, Huafan University Associate Professor, Department of Industrial and Systems Engineering, Chung Yuan Christian University Associate Professor, College of Management, Yuan Ze University Professor, Department of Industrial Engineering and Management, Yuan Ze University

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141 Oral Presentation Schedule Session Time ANQ-1 Room 325 ANQ-2 Room 324 ANQ-3 Room 323 ANQ-4 Room 322 ANQ-5 Room 314 ANQ-6 Room 313 ARE-QP1 PC-1 QM-1 QP-1 HS-1 PM-1 I 9/23 13:30-15:00 * IN-16 JP-29 KR-04 CN-05 IN-12 KZ-01 CN-10 JP-08 TW-05 JP-01 JP-22 JP-43 CN-02 IN-01 KR-10 JP-30 SG-03 TH-01 KR-09 JP-33 TW-28 JP-02 TH-10 IN-18 IN-32 Session Time ANQ-1 Room 325 ANQ-2 Room 324 ANQ-3 Room 323 ANQ-4 Room 322 ANQ-5 Room 314 ANQ-6 Room 313 ARE-QP2 PC-2 QM-2 QP-2 HS-2 PM-2 II 9/23 15:30-17:00 ** JP-21 CN-01 JP-16 JP-39 VN-04 CN-06 CN-07 KR-16 TH-19 CN-03 HK-01 JP-03 IN-14 NZ-01 TW-26 SG-02 JP-04 JP-35 JP-37 TH-11 TH-02 KR-06 MY-01 JP-17 JP-34 * Chair: Ms. Qing Fan (China), Dr. Yury Gusakov (Russian Federation) (CAQ) China UnionPay (CAQ) Jiangling Motor Company Limited (ROQ) Children's Republican Clinical Hospital of Tatarstan Republic (ROQ) Niznevartovsk City Policlinics ** Chair: Dr. Ngo Van Nhon (Socialist Republic of Vietnam), Dr. Panisuan Jamnarnwej (Thailand) (VQAT) Organik Dalat JVC Company (VQAT) Petrolimex Saigon, Co. Ltd. (SQAT) PTT Global Chemical Public Company Limited

142 Session Time Room 328 CN-04 KR-05 KR-20 SG-06 TW-35 IN-04 Poster 9/23 13:30-17:00 IN-11 IN-23 JP-13 KR-08 KR-11 KR-13 KR-21 KR-22 KR-23 TW-02 TW-07 TW-31 TW-37 VN-05 VN-07 IN-07 IN-24 IN-33 JP-24 KR-17 KR-26 TW-33 VN-08 Session Time ANQ-1 Room 325 ANQ-2 Room 324 ANQ-3 Room 323 ANQ-4 Room 322 ANQ-5 Room 314 ANQ-6 Room 313 CS-1 PC-3 QM-3 QP-3 HS-3 PM-3 JP-05 JP-11 IN-19 TW-18 JP-07 TH-18 III 9/24 9:00-10:30 NZ-02 TW-09 JP-20 JP-40 TW-24 TW-06 JP-06 SG-04 JP-09 TW-30 TH-07 TH-20 KR-19 JP-32 JP-41 JP-38 TW-32 TW-36 IN-10 KR-07 TW-12 JP-26 JP-23 IN-15 IN-29 TH-09 Session Time ANQ-1 Room 325 ANQ-2 Room 324 ANQ-3 Room 323 ANQ-4 Room 322 ANQ-5 Room 314 ANQ-6 Room 313 CS-2 PC-4 QM-4 QP-4 OB-1 QS-1 IV 9/24 11:00-12:30 VN-03 TW-08 TH-17 TW-04 JP-31 JP-45 TW-11 JP-12 TH-12 TH-06 JP-10 KR-24 KR-25 TW-17 TH-21 JP-25 KR-14 TH-22 JP-18 TH-13 JP-14 VN-01 TH-03 IN-03 RU-01 KR-12 TW-10 TW-22 TW-38 IN

143 Session Time ANQ-1 Room 325 ANQ-2 Room 324 ANQ-3 Room 323 ANQ-4 Room 322 ANQ-5 Room 314 ANQ-6 Room 313 ED IC LS QP-5 OB-2 OS-2 JP-42 JP-15 SG-05 TW-16 JP-19 TW-27 V 9/24 13:30-15:00 VN-06 JP-36 IN-13 HK-05 TW-15 KZ-02 TW-03 SG-01 IN-27 TH-16 HK-02 TW-01 JP-28 TH-08 TW-13 TW-14 TW-29 IN-05 IN-02 IN-28 TH-14 CA-01 IN-31 IN-26 HK-03 HK

144 23 rd September, :30-15:00 Parallel Session I Session PC-1 Process Control Venue ANQ-2 (Room 324) Chairperson Prof. Ching-Chow Yang, Taiwan PC 1-1/IN Enhancing Value of Coke Supplied to the Largest Blast Furnace of Tata Steel through Improved Process Control Sujit Dutta, Shailesh Verma, Sujit Kumar Haldar, Sanjoy Paul and H. P. Tiwari PC 1-2/JP Construction Method and Ridge Regression for a Supersaturated Response Surface Design Shun Matsuura, Shogo Tajima and Hideo Suzuki PC 1-3/KR Multivariate NP Control Chart to Monitoring the Quality of Data with Location Information Bo Kyeong Lee, Danjing Li, Hyosin Choi, In Seok Heo and So Young Sohn PC 1-4/JP A Study on the Change-Point Detection of Time Series Process Control by Ensemble Learning Koichiro Mori and Yasushi Nagata PC 1-5/TW Application of Artificial Neural Network and TOPSIS for the Optimal Thrust of SMT Dispensing Process Parameters Jhy-Ping Jhang and Pei-Yu Wu Session QM-1 Quality Management Venue ANQ-3 (Room 323) Chairperson Prof. Tomomichi Suzuki, Japan QM 1-1/CN The Exploration and Practice on the Corporate Quality Management under Internet Environment Jin Yan, Xianquan Ren and Hua Qiang Li QM 1-2/IN Reduction in Total Blasting Cost of Coal Mine by Advance Blasting Technique (ABT) Using Electronic Blasting System (EBS) Narendra Gupta, Barun Banerjee, Praveen Ranjan and Abhinav Sharma QM 1-3/KZ Certification of Personnel as a Tool to Improve the Effectiveness of Quality Management System Azat Abdrakhmanov

145 QM 1-4/SG How Do We Institute QA Practices in Our Quality Systems to Enhance Organizational Capability in Achieving Quality? Johnson Tan Swan San QM 1-5/JP Exact Results of Modified Moving Sum of Conforming Run-Lengths Charts Seiichi Yasui, Yoshikazu Ojima and Tetsuya Watanabe Session QP-1 Quality Practice Venue ANQ-4 (Room 322) Chairperson Mr. Supachai Tepatanapong, Thailand QP 1-1/CN Factors that Make Women Successful in Banking Industry: A Case Study of Women Leaders in Two Banks in Guangzhou, China Chen-Lu Zhang, Lufier and Peter Kwok QP 1-2/JP Application of Ensemble Learning in Window-Dressing Discrimination Ayumu Watanabe and Yasushi Nagata QP 1-3/TW Users Perceived Quality of Mobile Instant Messaging Experience from Taiwan Iuan-yuan Lu, Gwo Yang Tsai, Tsuang Kuo and Rune Wu QP 1-4/TH Application of Simulation Technique in Warehouse Design Natchapol Sirilertsombat, Sathita Taothong and Songvit Dangsatan QP 1-5/TH Reduce Cooling Crack Kachacheewa Supachet, Pimmakun Supavadee, Wongsuwan Watcharapong, Mutusit Chesta, Boonchuay Witsarut and Sereeviriyakul Vithayavut Session HS-1 Health Care & Safety Venue ANQ-5 (Room 314) Chairperson Prof. Satoko Tsuru, Japan HS 1-1/JP A Study on Process Diagnosis in Healthcare Masaaki Kaneko HS 1-2/JP Methods for Evaluating the Actions of Leader Nurses Kenta Onishi, Masahiko Munechika and Chisato Kajihara

146 HS 1-3/JP A Model for Reviewing Surgical Operation Plans for Quality Assurance Rika Takao, Ryoko Shimono, Satoko Tsuru, Toru Kuroda, Shuzo Kono, Kazuhiko Yoshida and Koji Asano HS 1-4/KR Effects of Mobile Instant Messenger Characteristics on Technostress Sae-Bom Lee, Sang-Chul Lee and Yung-Ho Suh HS 1-5/IN PRAVESH Enter with Security & Style Bipasa Ghosh and Debashish Choudhury Session PM-1 Process Management Venue ANQ-6 (Room 313) Chairperson Prof. Watalu Yamamoto, Japan PM 1-1/CN Recognition of Quality Abnormal Patterns for Dynamic Process Using Multi-Features and Support Vector Machine Yumin Liu, Haofei Zhou and Shuai Zhang PM 1-2/IN De-Clogging Process Highway Krishnan Gopalakrishnan, Ajith Prabhu, Sunil Jadhav, Hitesh Kulkarni, Vivek Jain and Priyanka Katiyar PM 1-3/KR A Hybrid Multiple Criteria Decision-Making (MCDM) Model of Analytic Hierarchy Process (AHP) and Kano Model: Two-Dimensional AHP Uk Jung PM 1-4/JP Design for Multi Characteristics Using Multi Input and Hierarchical Structure Model; Total Optimization of Glass Parts Manufacturing Process Akira Ogawa and Takenori Takahashi PM 1-5/IN Robotic Process Automation as a Differentiator for Building Competitive Advantage in Outsourcing Industry Rajesh Sehgal and Ram Chaudhary 15:30-17:00 Parallel Session II Session PC-2 Process Control Venue ANQ-2 (Room 324) Chairperson Prof. So Young Sohn, Korea PC 2-1/JP Comparison between Principal Component Regression Based on Groups Organized by Extra Criterion and Ridge Regression Yuan-Tsung Chang and Takenori Takahashi

147 PC 2-2/CN Process Capability Optimization in Multistage Manufacturing Processes Based on the Cost-Utility Ratio Yumin Liu and Ning Wang PC 2-3/JP A Study on the Reduction of Unnecessary Alarms of Medical Monitors Yuta Shimada, Masahiko Munechika and Chisato Kajihara PC 2-4/SG What is an Effective and Holistic Approach to FMEA? The System Perspective is the Path Chan Kee Ann PC 2-5/TH Development of the New Jointing Compound for Fiber Cement Boards Teerapatch Orankitanun and Boonchuan Immaraporn Session QM-2 Quality Management Venue ANQ-3 (Room 323) Chairperson Dr. Hen-Yi Jen, Taiwan QM 2-1/JP Study of Classification in Questionnaire Surveys and Questionnaire Experiments in Human Resource Management Sho Kawasaki, Takenori Takahashi and Keisuke Suzuki QM 2-2/VN Proposed Criteria for Assessing Retailers Differentiations through a Study on Customers Experiences Ngo Van Nhon, Nguyen Thi Thao Minh and Nguyen Bich Ngoc QM 2-3/CN ITEA: Excellent Team will Bring about Excellent Quality Han Liangfu, Lin Chengjun, Min Yong, Zhang Dehua and LuYingyan QM 2-4/JP Methods for Change Point Detection in Autocorrelated Data Daichi Ishikawa and Yasushi Nagata QM 2-5/KR A Study on the Effect of CSR on Employees' Organizational Commitment and Productive Behaviors Jong-Pil Park, Mi Park and Hyung-Wook Kim Session QP-2 Quality Practice Venue ANQ-4 (Room 322) Chairperson Prof. Uk Jung, Korea

148 QP 2-1/CN The Application of Variation Simulation Analysis on Automatic Washing Machine Qiao Sihui, Liu Shunhang, Teng Teng, ZhouMingli and Wang Xiaochun QP 2-2/KR Survey the Positions of Quality Staff of SME in Korea Sangbok Ree QP 2-3/TH Turning Ambient Temperature Bakery to Hot Served Bakery in 7-Eleven Convenience Stores Pornpen Yingyong, Kanyarat Pangthisong and Chote Mekintaraphan QP 2-4/JP Sample Survey Methodology for Spatial Distribution of Wireless Communication Speed Watalu Yamamoto and Masashi Kawafuchi QP 2-5/MY Improve Error Message Review Effectiveness and Efficiency Using Code Churn Driven Review Automation Toolkit Khoo Ai Choo Session HS-2 Health Care & Safety Venue ANQ-5 (Room 314) Chairperson Mr. Peter Fung, Hong Kong HS 2-1/CN Innovation and Practice of Error Prevention Working System for the Overall Process of Aerospace Servo Product Development Yujing Qiao and Tianxiao Zheng HS 2-2/HK Care Service Quality Discussion on a Therapist Assignment and Routing Problem in Hong Kong M. Y. Lin, K. S. Chin and K. L. Tsui HS 2-3/JP A Study on a Method for Analyzing Medication Incidents Ryosuke Hasui, Masahiko Munechika and Chisato Kajihara HS 2-4/JP Quality Assurance in Surgery: A Model to Plan for Anesthesia Management Ryoko Shimono, Masatoshi Yumoto, Satoko Tsuru and Yoshinori Iizuka HS 2-5/JP A Study on the Action after Fall Accidents in an Acute Hospital Masato Yoshida, Masataka Sano and Chikuma Hamada

149 Session PM-2 Process Management Venue ANQ-6 (Room 313) Chairperson Mr. Kiran Deshmukh, India PM 2-1/IN Finish Rolling Temperature Stabilization through Daily Management at Merchant Mill to Reduce Variation in Yield Strength P. S. S. Ganesh, Surya Ranjan Singh, Kamlesh Prasad, Abhimanyu, Nitin Kumar Lal, R.Sambasivam, G.Dinesh Kumar, Mamta Rani Chowdhry, Shilen Aggarwal and J.Jijith PM 2-2/NZ in 6.4 Days: An Integration of the Viable System Model and Baldrige Framework for Process Improvement through an Organisational Systems Structuring Approach Greg Lemaire, Thomas G. Frater and Nigel P. Grigg PM 2-3/TW A Heuristic Method for Planning Two-Level Fractional Factorial Experiments Using Quaternary Design Tables Jen-Der Day PM 2-4/TH Reduce Energy Consumption at Autoclave Process Bunsakul Udomlap, and Sereeviriyakul Vithayavut PM 2-5/JP Prediction Cross the Chasm Using Searching Keywords Transitions Takeshi Kanko and Yu Kikuchi 24 th September, :00-10:30 Parallel Session III Session CS-1 Customer Service Venu ANQ-1 (Room 325) Chairperson Dr. Nguyen Hoang Lien, Vietnam CS 1-1/JP A Study on Satisfaction of an Entire Operation Considering Response Time Oki Noguchi, Masahiko Munechika and Chisato Kajihara CS 1-2/NZ Improved Integration of Competitor Analysis with Voice of Customer Ratings in QFD Studies Using an AHP-based Geometric Mean Zafar Iqbal, Nigel P. Grigg, K. Govindaraju and Nicola M. Campbell-Allen CS 1-3/TW What Drives Customers toward Online Brand Community: Experience from 3C Products Iuan-Yuan Lu, Chiasan Chang, Tsuang Kuo and Ka-Seng Ng

150 CS 1-4/JP Hamburger Packages: Properties for Improvement of Product Evaluation Takatoshi Kai, Masahiko Munechika and Chisato Kajihara CS 1-5/IN Good to Great Ticket CSAT Improvement (A Six Sigma Journey to Set a New Bench Mark in Service Management) Nagesh Agara Munivenkatesh, Rajasekhar Burra and Patangi Maharaj Kumar Session PC-3 Process control Venue ANQ-2 (Room 324) Chairperson Mr. Meng Ken Too, Singapore PC 3-1/JP An Application of Directional Data Analysis to Taguchi's T Method Aya Yoshimura and Yasushi Nagata PC 3-2/JP A Study on Multivariate Control Chart Using Principal Points Haruka Yamashita, Shun Matsuura and Hideo Suzuki PC 3-3/TW Monitoring of Nonlinear Profile Variations Using Support Vector Machines Pei-Wen Chen, Chuen-Sheng Cheng, Wei-Shan Peng and Yi-Ting Wang PC 3-4/TW The Influence of Measurement System on Process Capability Indices Ching-Wen Chung, Ya-Juan Chan, Wei-Fu Chang and Chien-Hui Lu PC 3-5/KR Graphical Methods for Evaluating Covering Arrays Dae-Heung Jang, Youngil Kim and Christine M. Anderson-Cook PC 3-6/IN Lean Six Sigma Methodology to Design and Validation of Front Axle Support and Front Axle for Tractor (Brazil Market) Sandeep Mannan Session QM-3 Quality Management Venue ANQ-3 (Room 323) Chairperson Prof. Seiichi Yasui, Japan QM 3-1/IN Quality Assurance at Procurement Division of Tata Steel a Cross-Functional Approach Rabindra Kumar, Amitava Baksi and Sudesh Tiwary QM 3-2/JP Factor Allocation Reflecting the Priority of Interactions to Taguchi s Orthogonal Array Yuhei Yaegaki, Seiichi Yasui and Yoshikazu Ojima

151 QM 3-3/SG The Learning Organisation and Its Influence on Quality, Productivity and Risk Roy Rimington QM 3-4/JP Systematization of Countermeasures to Improve Business Continuity of Regional Healthcare in a Disaster Kento Ogawa and Masaaki Kaneko QM 3-5/TW The Role of Perceived Value on the Mobile Applications Users Wen-Hai Chih, Yu-Ping Wu and Ting-Fang Hsu Session QP-3 Quality Practice Venue ANQ-4 (Room 322) Chairperson Prof. Yasushi Nagata, Japan QP 3-1/TW System as Distinguished Quality Creating the Competitive Advantage-Based on Example of Muji Riyo Hin Co. Lin, Cheng-Kuo QP 3-2/TW The Thin Core ABF Development for FCBGA Product Ben Hsu, Wave Wang and Gary Chen QP 3-3/TH Improvement and Development of Manufacturing Process for Tuna Pocketed Sandwich Supawadee Suyala, Nongnoy Pongsao, Prasit Phunliaw QP 3-4/TH WIP Roof Tile Handling Improvement for Internal Logistic Loss Reduction Whangpitchayasuk Rawit and Sereeviriyakul Vithayavut QP 3-5/JP Measurement of Contributions Usefulness on the Internet Bulletin Boards Takeshi Kaneko Session HS-3 Health Care & Safety Venue ANQ-5 (Room 314) Chairperson Mr. J. Ravikant, India HS 3-1/JP Study on a System to Collect and Analyze Deviation Information in Sponsor-Initiated Clinical Trials Toshiki Tanaka, Masahiko Munechika and Chisato Kajihara HS 3-2/KR Application of Functional Safety Standard in Development of Control System for Skid Steer Loader Jae Hak Yoon, Sungki Kim, Hyun Gyoon Seong and Young Min Kwon

152 HS 3-3/JP Clarification of the Relationship between the State of Elderly and Provided Care to Assist Designing Care Plans Wataru Hasegawa, Natsuki Sano and Tomomichi Suzuki HS 3-4/JP Developing a Method for Standardizing Rehabilitation Intervention Processes Shogo Kato, Satoko Tsuru, Yoshinori Iizuka, Makoto Ide, Eiko Nakashima, Hiromi Kuroki, Kazumi Maeda, Akira Shindo, Kazuki Miyawaki and Yasuko Hasimoto HS 3-5/JP The Design Based on Experimental Data and Multiple Types of Solutions in the Field of Medical Care and Welfare Keisuke Suzuki, Takenori Takahashi and Sho Kawasaki Session PM-3 Process Management Venue ANQ-6 (Room 313) Chairperson Dr. Panisuan Jamnarnwej, Thailand PM 3-1/TH The Signature Product Creation through Marketing Tools Mixing Process Teeranoot Opapongpun, Tawanna Varapirom and Chatchai Sanguanwong PM 3-2/JP Weakly Monotone Policies for Deteriorating Systems with Multiple Dependent Units Lu Jin, Tomofumi Uwano and Kazuyuki Suzuki PM 3-3/TW Using the New Design Rule on Slot Hole in Mechanical Drilling to Improve Drilling Cycle Time and Cost Chin-Yao Shin, Shian-Tang Chang, Rpow Wu, Ching-Chi Lee and Yi-Yen Tsai PM 3-4/TW Using Clustering Analysis and SN Ratio to Classify Quality Attributes in the Kano Model: An Empirical Study Li-Fei Chen, Wei-Chia Huang, Dimitri Cayard and Chao-Ton Su PM 3-5/IN Improved Pellet Property as a Differentiator in Hot Metal Production Brati Sankar Bandyopadhyay, Kapil Modi, Indrajit Paul and Alok Sharma PM 3-6/TH Maximize MOR of Specimen Ceramic Tile by Using the Dummy Screening DOE with Torture the Data Technique Bunditcheewakul Nattawut, Akaradechdachachai Nipapun, Lertsirimongkolsuk Surasak and Sothornprapakorn Somsak 11:00-12:30 Parallel Session IV Session CS-2 Customer Service Venue ANQ-1 (Room 325) Chairperson Prof. Shiang Chih Tsai, Taiwan

153 CS 2-1/VN Enhancing the Value Chain of Exporting Agricultural Products in the Vietnam s Southeast Focus Economic Region (SOFER) Pham Chau Thanh, Vo Phuoc Tan and Pham Xuan Thu CS 2-2/TW Customers Perceived Quality of Low-Cost Airlines Iuan-Yuan Lu, Jian-De Lu, Tsuang Kuo and Yueh-Hsiang Wang CS 2-3/TH Tailoring Logistics Solutions Design to Enhance Customer Competitiveness Wutthiphat Inala, Boonchoo Techanarungroj and Supeeres Rujivanitkul CS 2-4/TW The Influence of Service Quality and Brand Awareness on Customer Satisfaction and Loyalty - An Example of Calibration Laboratory Ching-Chin Chen, Ping-Lung Huang, Ching-Lung Chang and Ling-Long Ye CS 2-5/JP Meeting for Daily Management in Disaster Base Medical Center Sano Masataka, Sakata Hitomi and Kajihara Chisato Session PC-4 Process control Venue ANQ-2 (Room 324) Chairperson Prof. Phulporn Saengbangpla, Thailand PC 4-1/JP Multifaceted Evaluation of Supersaturated Designs Tomohiro Nakajima and Hironobu Kawamura PC 4-2/TW Judgment and Improvement for Non-Normal Process Capability Index of Semiconductor Production Jui-Chen Wei, Jyun-Da Wu, Shih-Tsung Hsiao and Yu-Sheng Huang PC 4-3/JP Detection of Change Points in Panel Data Based on Bayesian MT Method Takumi Enomoto and Yasushi Nagata PC 4-4/TH Reduce Ethylene Loss at Methane Distillation Tower by Multiple Regression and Optimization Technique Sittitep Kitikun PC 4-5/TH Improve Belling Pipe Process Performance Rate with DOE, Optimization and Tolerance Design Technique Orathai Wongchang and Surasak Lertsirimongkolsuk

154 Session QM-4 Quality Management Venue ANQ-3 (Room 323) Chairperson Prof. Takeshi Kaneko, Japan QM 4-1/JP Study of Model Evaluation Method and of Selection Method of Tuning Parameter in Lasso Tatsuki Inoue and Yasushi Nagata QM 4-2/KR Design of Experimental Simulation Model for Improving the Quality and Effectiveness in UGV Research and Development Jae-Yeong Lee, Sung-Min Bae, Jun-Soo Kim, Sun-Woo Shin and Chong-Man Kim QM 4-3/KR A Study for Standard of Koreanization of Chinese Kuk Kim QM 4-4/TW Operating a Virtual Organization (QKC) to be Effective Sheng-Pin Kuan QM 4-5/TH Zero %Lock from Split Surface Problem Ruenganupong Kamonmate, Fongthanakit Natapong, Komema Siwat, Nuchapong Bundit, Payakapon Voradet and Jaturapatarapongse Pipat Session QP-4 Quality Practice Venue ANQ-4 (Room 322) Chairperson Dr. Thanakom Soontornchainacksaeng, Thailand QP 4-1/JP A Study on the Relationship between Wood Drying Level and Its Workability and Color Norio Irikura and Masanori Sadanari QP 4-2/KR Extracting Essential Components of Product Liability Response System Using Delphi Method Jun-Hyeok Seo and Sung-Min Bae QP 4-3/TH Machine Improvement to Minimize the Dark Spots Defect of PVC Sheets: Case Studies in Cotco Plastics Co., Ltd. Udsanee Meeprasertsagool, Thanakom Soontornchainacksaeng, Somnuk Puripanyapinun and Danai Charoensuk QP 4-4/JP Study on Branding Utilizing SNS Kenta Gokan and Shin-Ichiro Yokoyama

155 QP 4-5/TH Reduce Freeness of Pulp Variation Watcharawit Chuwongkunlawat, Tongchai Padchaiyo, Surasak Lertsirimongkolsuk and Somsak Sothornprapakorn Session OB-1 Other Business Areas Venue ANQ-5 (Room 314) Chairperson Prof. Masahiko Munechika, Japan OB 1-1/JP Consideration of Indexes for Expectation Score Calculation in Baseball Isamu Akiyama and Yasushi Nagata OB 1-2/VN Contract Farming in Viet Nam Experiences from the Model of Large Scale Paddy Fields in Mekong Delta Bui Hoang Khang and Nguyen Thi Hoang Lien OB 1-3/TH Enhance Efficiency of Bulk Cement Transportation Techit Aunvijit, Supeeres Rujivanitkul and Heamawan Tassananutariya OB 1-4/IN Z Critical Design Characteristics for Online Retail Stores in India Sangeeta Sahney, Gyan Prakash and Divyan Kavdia OB 1-5/RU Matrix Process System Development for the Multiproduct Type Enterprise Tatiana Shkarina and Olga Mokhova Session QS-1 Quality Service Venue ANQ-6 (Room 313) Chairperson Prof. Ling-Lang Tang, Taiwan QS 1-1/KR Achievement of Utilizing KS-SQI Model for Quality Improvement of Service Industries in Korea O-Seong Kweon and Jong-Wook Lim QS 1-2/TW Users Perceived Quality of Self-Service Technology: A Study of Airlines Check-in Kiosks Iuan-Yuan Lu, Chih-Ta Chen, Tsuang Kuo and Chun-Yu Chen QS 1-3/TW Exploring the Impact of Logistic Integration on Service Performance An Empirical Study of Free Trade Zone in Taiwan Ling-Lang Tang and Yu-Hua Chen

156 QS 1-4/TW The Link between New Product Introduction, Customer Satisfaction, Service Quality, and the Spare Part Availability Wu, Kuo Hsing, Yang, Kang Hung, and Yang, Ching Chow QS 1-5/IN Improving the Efficiency of Mobile Money Identifier (MMID) System in Immediate Payment Service (IMPS) Process Sandeep Hoovanna and Arti Rajesh 13:30-15:00 Parallel Session V Session ED Education Venue ANQ-1 (Room 325) Chairperson Prof. Shiang Chih Tsai, Taiwan ED-1/JP Development of Early Detection and Problem Analysis Methods for Growth Disorders among Elementary School Students Maki Kariyazaki, Satoko Tsuru, Takanori Motoki and Masako Fujiwara ED-2/VN Competitive Advantages by Applying Total Quality Management (TQM in Education Quality: Evidences from HUFI Anh-Tuan Tran, Ha-Thi Thanh Le and Tri-Xuan Huynh ED-3/JP A X -Chart Usingthe Bayesian Method for Monitoring High-Mix Low-Volume Production Yasunari Tsuruoka and Hironobu Kawamura ED-4/IN Effective Use of Daily Management for Stabilization of Clean Coal Moisture Sanjay Kr. Singh, M.P. Sinha, Shashi Ranjan and Pallav Garg ED-5/IN Student Development in Educational Institutions Renu Chaturvedi, Abhinav Chaturvedi and Joohi Chaturvedi Session IC Innovation & Creation Venue ANQ-2 (Room 324) Chairperson Prof. Anthony Y. H. Liao, Taiwan IC-1/JP Method for Evaluating Changes in Quality of Nursing Due to Introduction of Products Jiken Takaoka, Masahiko Munechika and Chisato Kajihara IC-2/HK Integration of Quality and Innovation Management System for Organization Innovation Lotto Kim Hung Lai

157 IC-3/TW Explaining Innovation Patterns of an IC Foundry Firm by Technological Regimes Jen-Tsung Huang and Yu-Ching Lin IC-4/KZ Methodological and Practical Aspects for Implementation of Innovation Projects Oleg Kainazarov and Azat Abdrakhmanov IC-5/IN Evolution of Quality in Indian Tractor Industry Sandeep Mannan Session LS Lean & Six Sigma Venue ANQ-3 (Room 323) Chairperson Mr. Meng Ken Too, Singapore LS-1/SG Effectiveness and Efficiency in Lean Six Sigma Teo Lip Hong LS-2/TW Lean TQM the Evolution of TQM Yen-Tan Chen LS-3/SG Customer Complaint Resolution Cycle Time Reduction in Medical Device Industry through Six Sigma Methodology Meng Ken Too and Ariq Tan Mong Siang LS-4/IN Lean Continuous Improvement in Software Wipro Sucheta Raje Ranga and Sudha Ajjagottu LS-5/TH Reduce Rejection and Optimize of Parameters for Pressing Process Based on the Response Surface Methodology (RSM) Suchada Tantrakul and Surasak Lertsirimongkolsuk Session QP-5 Quality Practice Venue ANQ-4 (Room 322) Chairperson Prof. Jeh-Nan Pan, Taiwan QP 5-1/TW An Improvement Project Karma Thailand Sheng-Pin Kuan QP 5-2/TH Reduce Waste Time for Rolled Paper Transportation Siriwut Thothuyo, Chalut Woranartsurong, and Kullanan Pananukooln

158 QP 5-3/HK A Systematic Technology Roadmapping Approach for Testing and Certification Industry: A Case Study Jane Wai Kiu, Wong, C. F. Cheung and Jin Qiyuan QP 5-4/TW Determining the Optimal Allocation of Parameters for Multivariate Measurement System Analysis Jeh-Nan Pan, Chung-I Li and Szu-Chen Ou QP 5-5/CA ISO 9001:2015 Implementing Risk Based Thinking Denis J. Devos Session OB-2 Other Business Areas Venue ANQ-5 (Room 314) Chairperson Prof. Wen-Hai Chih, Taiwan OB 2-1/JP Analysis of the New Viewing Status of TV Using Multinomial Choice Models Rena Nagano and Yasushi Nagata OB 2-2/JP Proposal of Flexible Design and Its Application Takenori Takahashi OB 2-3/TH Integrate Supply Chain with Modern Trade Customers Using Vendor Managed Inventory System (VMI) Wongbencharat Panasm, Sathitthammaporn Duangporn, Lerdvongveerachai Chatiwat and Kijanukul Karuna OB 2-4/TW The Research of Constructing Big Data Database for Competency Analyze Jui-Chin Jiang, Yuan-Ju Chou and Tsung-Ying Yu OB 2-5/IN Reliability Parenting Process During Design and Development Phase for New Product Life Cycle Anitha.A, Nagendra Pansare, Sachin Deo, Abhay Kulkarni and Vivek Gupta OB 2-6/HK A Research Report on the Necessity of Popularizing the Use of CRS (Children Restraint System) in China Cao Guang Ming, Prosper Bernard, Michel Plaisent and Philip Chan Session QS-2 Quality Service Venue ANQ-6 (Room 313) Chairperson Prof. Wen-Kui Chang, Taiwan

159 QS 2-1/TW Build Core Competencies of Brand Development in the Service Industry Shu-Hsien Tai, Ching-Chow Yang and Chi-Jei Yang QS 2-2/TW Empirical Study of Service Quality under Cultural and Creative Economic Trends Tzu-Ya Ho, Hung-Pei Chen and Hsien-Tang Tsai QS 2-3/TW Using Dynamic Network Analysis to Investigate the Knowledge Diffusion Aspect of a Recreational Service System in Belize with ORA-Netscenes Levi Munoz and Hen-Yi Jen QS 2-4/IN Implementation Agile Processes in Service Operation in a CMMi Platform Lopamudra Tripathy QS 2-5/IN High Maturity Practices and Achieving Excellence in Software Testing Services (Test Maturity Model Integration) Seemai chamy R. QS 2-6/HK How KFC Allocates the 4 Ps Marketing Strategies in China? Zhang Jing, Prosper Bernard, Michel Plaisent and Philip Chan 13:00-17:00 Poster Session Room 328 P-1/CN Detection Study of the Sheet Metal Based on Ultrasonic Lamb Wave Technology Peng-Fei Ding, Wen-Gang Hu, Da-Liang Liu, Xiao-Hong Zhang and Jing-Min Luo P-2/IN Case Study for Improving the Process Yield in a Glass Manufacturing Process K. Kumar, S. Purushothaman, Krishen Kumar and Sumit Yadav P-3/IN To Implement Mixed Use of Lean Six Sigma and Deep Analysis Approach in Glass Automotive Industry K. Kumar, S. Purushothaman, Anil Jangra and Mayank Kumar P-4/JP A Study on Asbestos Using the Environmental Crisis Management Model Yukihito Shimamura and Noriyuki Horie P-5/JP Comparative Study on the Estimation Models for the Willingness-to-Pay of the Attribute Noriyuki Horie and Yukihito Shimamura

160 P-6/KR The Application of Constrained Bayes Estimation for Product Quality Control Tai-Kyoo Kim P-7/KR Improving Healthcare Service Quality and Diagnosis Accuracy - Based on Optimal Oversampling Method: Application Hypertension Patient Clinical Data Da Sol Park and Sang Chan Park P-8/KR Acceptance of Fin-Tech Technology in the Era of Big Data Ju Young Han and Yung-Ho Suh P-9/KR The Evaluation Model of Climate Change in Public Enterprises Shinwon Seo, Chang-Hwa Baek, Sung-Uk Lim P-10/KR Adjustment of Quality Management Technique to Improve the Quality of Blast Resistant Structural Design Suhyun Ree, Thomas Kang and Sangbok Ree P-11/KR Visualization Tools for Quality Performance of Small and Medium Companies Based on the ISO 9001:2015 Revisions Wan-Seon Shin, Sung-Min Bae, Sung-Uk Lim Min-Gyu Kim and Yeong-Been Kim P-12/KR Design Comes to Service as Innovation Driver Youn Sung Kim, Kyung Sun Lee and Seo Young Kim P-13/KR On the Effects of the Key Factors for Service Quality Management on Customer Satisfaction in the Call Center Yujin Park, Jeongeun Lee and Hanjoo Yoo P-14/KR The Quality of the Mobile Payment System and its Impact on the Intended Use of the User Characteristic Resistance Hanjoo Yoo, Sangmin Choi and Sanghoon Jung P-15/KR A Study on the Effect of Customer-Oriented Quality Circle Activities on Business Performance for Service Firms in Korea Hanjoo Yoo and Gwang Suk Song P-16/SG Improving Patient Safety through Visual Medication Identification Wanjun Wong, Hong-Yi Koh, Li-Yong Chew and Shuan-Khiag Yeo

161 P-17/TW A Statistical Analysis of the Consistency among Experts Appraisals of the Most Advantageous Tender in Taiwan s Public Works Procurement Cheng-Ping Lin and Derick Kong P-18/TW QCC, Not Only QC-Story and QC Tools Fang-Lan Chou P-19/TW Six Sigma Case Study: Improvement of Printed Circuit Board Delamination Chieh-Chung Tsai, Kenny Tseng and Jack Chang P-20/TW The Build-Up Layer AOI Yield Improvement Use Six Sigma Methodology Ming Tsai, Iris Chen and Winfred Liu P-21/TW To Construct the Quality Criteria of the Reclaim Wafer Surface Particles for Thin Film Monitoring Jia-Huey Chen, Li-Ying Peng and Chien-Hui Leu P-22/TW Applying Six Sigma DMARC Methodology to Improve the Inventory Control System Yuh-Ji Hwang, Hsiu-Rong Wei and Shau-Hwa Yang P-23/VN Compare the Similarities and Differences between the Higher Education Accreditation Standards in Vietnam and QMS ISO 9001:2008 Ngoan-Vu Dang, Tuyen-Vo, Ngoc-Le, Kiet-Hoang Duong and Vu-Hoang Le P-24/VN Assess the Satisfaction of Students in Training at Ho Chi Minh City University of Food Industry, Vietnam Dat-Van Tran, Tam-Dinh Ngo, Kiet-Hoang Duong and Vu-Hoang Le P-25/VN Analysis of Factors Affecting Motivation of Students Learning HUFI Tam-Dinh Ngo and Nam-Trung Nguyen P-26/IN Application of Orthogonal Array to Reduce Time to Market in Automotive Software Projects Sarath Sasidharan, Venkata Bhandaram, Harikumar Chandranpillai Kuttiyelathu and Smitha Bhandary P-27/IN Reduction of Defects and Improving GO to Market Processing Time in Assure Health Project BOS Service Line Bipin Kumar Gupta and Byranna Kumar

162 P-28/IN An Application of Six Sigma Methodology to Reduce the Engine Overheating in Off Highway Vehicles Prakash Adakane P-29/IN Incident Productivity Improvement through Six Sigma ANQ Congress2015 Taipei Lopamudra Tripathy and Devendra Kumar

163 ANQ Congress 2015 TAIPEI Parallel Session I

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165 PC 1-1/IN-16 Enhancing Value of Coke Supplied to the Largest Blast Furnace of Tata Steel through Improved Process Control Sujit Dutta 1, Shailesh Verma 1, Sujit Kumar Haldar 2 *, Sanjoy Paul 1 and H. P. Tiwari 3 1 HMC Division, Tata Steel Ltd., Patikhali, P.O. - Haldia Oil Refinery, Haldia, West Bengal , India 2 Coke Plant, Tata Steel Ltd., Jamshedpur, Jharkhand, , India 3 Coal and Coke Making Research, R&D, Tata Steel Ltd., Jamshedpur, Jharkhand, , India *Corresponding Author: skhaldar@tatasteel.com, Tel Fax: Abstract Hooghly Met Coke division of Tata Steel is the Asia's largest (1.6 mtpa) stand-alone single location Heat Recovery Coke Plant with power generation capacity of 120MW.The quality of coke primarily depends on the coal blend and carbonization process such as blending accuracy, low standard deviation of coal cake bulk density, uniform cake weight, carbonization time and correct temperature profile of the Oven. Since coal blending is a higher order strategic business decision, focus was given to bring process improvement, which contributes significantly in improving coke quality and quality of life as well. This paper deals with the approach taken in analyzing the deficiencies and the counter measures taken to overcome it and delivered more value to the customers. The important focused areas like improvement coal blending accuracy; consistency in coal cake charging weight in each oven; reduction of standard deviation of temperature gradient of oven and improvement in productivity & safety were taken to delight the customers. To achieve this, following methods/techniques such as coal yard management by minimizing human intervention, online coal cake weighing through innovation, online wireless based oven sole temperature measurement to facilitate quick response for the carbonization process control and introduction of single point operation of stamping and pushing instead of double were adopted. Post implementation improvement trends in coke quality, productivity improvement and satisfaction index of employee are elaborated. The processes improvements data are also systematically captured and rotated the cycle of improvement to achieve the results. Keywords: multivariate control chart, variance shift, ensemble classifications, decision tree, features

166 PC 1-2/JP-29 Construction Method and Ridge Regression for a Supersaturated Response Surface Design Shun Matsuura 1 *, Shogo Tajima 2 and Hideo Suzuki 1 1 Keio University, Hiyoshi, Kohoku-ku, Yokohama-shi, Kanagawa-ken, , Japan 2 Yokohama Plant, Nissan Motor Co., Ltd., 2 Takara-cho, Kanagawa-ku, Yokohama-shi, Kanagawa-ken, , Japan *Corresponding Author: matsuura@ae.keio.ac.jp, Tel , Fax: Abstract Recently, a supersaturated design for a response surface model (supersaturated response surface design) has been constructed, which enables a reduction of the number of experimental runs compared to traditional response surface designs such as central composite designs and Box and Behnken designs. We propose a method for constructing a supersaturated response surface design with some good property. We also propose using ridge regression for analyzing data from a supersaturated response surface design, and evaluate its effectiveness through numerical simulations. Keywords: response surface model, supersaturated design, ridge regression, Hadamard matrix, central composite design

167 PC 1-3/KR-04 Multivariate NP Control Chart to Monitoring the Quality of Data with Location Information Bo Kyeong Lee, Danjing Li, Hyosin Choi, In Seok Heo and So Young Sohn* Yonsei University (Korea), Yonsei-Ro 50, Seoul, Republic of Korea *Corresponding Author: Abstract Data quality is essential in every aspect of decision making process. In this paper, we apply a multivariate NP control chart to improve the data quality in terms of accuracy, completeness and consistency. Especially, we examine the spatial accuracy. The proposed approach is applied to the quality monitoring of repair data of a Korean firm that produces engines in various overseas locations. Keywords: data quality, multivariate NP chart, spatial accuracy, manufacturing data

168 PC 1-4/JP-30 A Study on the Change-Point Detection of Time Series Process Control by Ensemble Learning Koichiro Mori* and Yasushi Nagata Waseda University, Okubo, Shinjuku-ku Tokyo, , Japan *Corresponding Author: aqua-best @ruri.waseda.jp, Tel , Fax: Abstract The CUSUM and EWMA control charts have been proposed to detect a small shift in the process average of a quality characteristic in the manufacturing process. These charts have been proven to have higher detection powers than traditional control charts. Furthermore, Takemoto et al. (2003) proposed CUSUM ( xs, ) and EWMA ( xs, ) control charts that can simultaneously analyze both the process mean and the process variance. Depending on the deviation of the distribution under a non-controlled process from the distribution under a controlled process, these control charts, by adjusting some parameters, have higher detection powers for a small shift than other control charts. However, we cannot generally assume the distribution under a non-controlled process. The purpose of this study is to develop a robust control chart, assuming that the distribution when an abnormality occurs in the process is unknown. First, for a small shift of the quality characteristic value in the manufacturing process, we observe the behavior of multiple control charts by using a simulation. Second, we improve the detection power by using ensemble learning. We show that the proposed method is superior to the existing methods with respect to ARL. Keywords: the quality control chart, robust parameter design, ensemble learning

169 PC 1-5/TW-28 Application of Artificial Neural Network and TOPSIS for the Optimal Thrust of SMT Dispensing Process Parameters Jhy-Ping Jhang* and Pei-Yu Wu Department of Industrial Engineering and Management Information, HuaFan University, No.1, Huafan Rd., Shiding District, New Taipei City, 22301, Taiwan, R.O.C. *Corresponding Author: Tel ext. 4313, Fax: Abstract Surface mounting technology is an integrated technology that electronic components were soldered and encapsulated in printed circuit board. Generally, the setting parameters of dispensing is entirely decided by the engineer's knowledge and experience, but cannot be easily taught by the experiences. The Taguchi method can effectively resolve the excess parameters and levels that make too large orthogonal array and many numbers of experiments. And the Artificial Neural Network can model, predict and resolve the problem of experimental design with a large number of continuous parameters and levels. This was aimed at dispensing process experiments of surface mounting technology. We obtained data from the destructive test of vertical and horizontal thrusts. According to the cause-effect-diagram, this research chooses controllable factors of crimping height, the setting temperature of heat, the location of glue dispensing, and this research uses the methods of Taguchi Method, TOPSIS, Artificial Neural Network and complete permutation to analyze the problem of multiple quality characteristics, in order to obtain the optimal parameters combination. The results reveal that the best optimum factors level: the crimping height is 0.2mm, the setting temperature of heat is 150, the glue location of dispensing is level 3. Keywords: surface mounting technology, Taguchi method, artificial neural network, TOPSIS, multiple quality characteristics

170 QM 1-1/CN-05 The Exploration and Practice on the Corporate Quality Management under Internet Environment Jin Yan 1 *, Xian Quan Ren 2 and Hua Qiang Li 2 1 Hefei Haier refrigerator Co., Ltd. P.C: Qingdao Haier Quality Inspection Co, Ltd, P.C: *Corresponding Author: myanj@haier.com, Mobile: Abstract Based on Haier Group's exploration and practice, this paper discusses the complete-flow quality management and innovation under Internet environment with users' best experience as the core. The core is customer-informationlized and customer-valued, that is, to build complete-flow quality parallel interaction system, and to create users' best experience by driving the complete flow of design, manufacturing, logistics and after-sales service through the instant and complete-flow user experience information transfer. In addition, by building efficient feedback system, to enable users to make real-evaluation for the working quality of every joint in the complete flow, thus achieving value increase and creating corporate and personal benefits through obtaining users' satisfaction. The whole system operation unfolds from two aspects, one is to build a customer-informationlized system: to change the closed hierarchy organization into boundless team, to change product into "internet organ", thus building the complete-flow parallel interaction system; second is to build a customer-valued motivation mechanism, to implement user comments as user payments, thus making every concerned party integrate resources, innovate continuously and achieve personal and corporate value-increase by centering around users' best experience. Keywords: quality management mode, the internet, users the best experience, information to the people, value to people

171 QM 1-2/IN-12 Reduction in Total Blasting Cost of Coal Mine by Advance Blasting Technique (ABT) Using Electronic Blasting System (EBS) Narendra Gupta 1 *, Barun Banerjee 1, Praveen Ranjan 1 and Abhinav Sharma 2 1 Tata Steel, West Bokaro Div, Ramgarh, Jharkhand, Indian Explosives Limited, Gomia, Jharkhand *Corresponding Author: nk.gupta@tatasteel.com, Tel , Fax: Abstract From days when plain detonators and safety fuse were used for initiation of commercial explosives, the commercial blasting and mining industries have made rapid strides. With the advent of Electronic detonators in the late 90s, the face of commercial blasting has been transformed forever. The Indian mining industry took a while to embrace Electronic Blasting System (EBS), but off late the industry has taken to EBS in a big way. Though electronic detonators have grown in prominence in India in the last decade; their use has been restricted mainly to environmental control. With increased knowledge and understanding of the recent developments in blasting around the world, EBS in India, now, has started being perceived as a tool to improve productivity and reduce cost. By utilizing the concepts of blasting physics in conjugation with highly accurate electronic initiation systems to design blasts, one can get results such as improved powder factor, improved throw, better fragmentation, and reduced ground vibration. All these can help mine operators realize enormous value. Quarry-SEB, which is the biggest captive open cut coal mine of Tata Steel with annual production of 3.7 MT coal is a case in point. The mine uses a truck-shovel combination to excavate waste rock and coal. Quarry-SEB uses conventional non-electric initiation systems for blasting. Drilling and blasting operations account for approximately 12 % of total mining cost. A project was undertaken to reduce the drill and blast cost of Quarry-SEB through the use of advanced blast technique (ABT) coupled with highly accurate and flexible EBS. Taking the drill and blast cost of the previous 5 months of FY13-14 as a baseline a 6 month long trial with EBS was undertaken. The use of advanced initiation systems resulted in approximately 10% reduction in drilling and blasting costs of the mine. This paper details the different phases of the project, at Quarry-SEB of Tata Steel s West Bokaro division to achieve the reduction in drilling and blasting costs of the mine. Keywords: electronic blasting systems (EBS), advanced blasting technique (ABT), drilling and blasting, fracture amplified seismic timing, spacing and burden (S&B)

172 QM 1-3/KZ-01 Certification of Personnel as a Tool to Improve the Effectiveness of Quality Management System Azat Abdrakhmanov* Kazakh organization for quality and innovation management 299, Baizakov str, , Almaty, Republic of Kazakhstan *Corresponding Author: azat@standard.kz, Tel , Fax: Abstract One of the important issues for the Republic of Kazakhstan is the international economic integration, as well as our country's entry into the World Trade Organization. In this context, it is important to ensure the competitiveness of Kazakhstan's economy, therefore, it is very significant to provide on high level: the certification of products; certification of quality management system of enterprises; certification of personnel. Certification of personnel of the organization which is responsible for the functioning of the management systems aims to establish compliance with the qualitative characteristics of personnel using special certification schemes, including training, the level of knowledge in accordance with the requirements of national (international) standards for quality management (ISO 9001), environmental management (ISO 14001), occupational health and safety (OHSAS 18001), and others. The competent staff provides success for organizations which focused on quality. The benefits of personnel certification for employees: defines the professional level of knowledge on international standards requirements; defines approaches to further enhance of trainings; increases the chances for a professional career; opportunity for motivation of staff; psychological comfort and confidence in their own ability; confidence and respect of the owners of the certificates. Benefits of certification of personnel for employers: development of motivation of staff; confidence in the quality of the personnel performance; selection of high-quality staff in the labor market; maintain and improve the quality standards in the organization through the control and professionalism of its employees; achieve efficiency, stability and quality of work, high economic results of the organization, the quality of services and products, the company's competitiveness and sustainable development. The paper will set out the methods and personnel certification schemes based on training, testing and examination. Keywords: personnel, certification, professional competence, quality management

173 QM 1-4/SG-03 How Do We Institute QA Practices in Our Quality Systems to Enhance Organizational Capability in Achieving Quality? Johnson Tan Swan San* MSQI, FCQI-CQP, CQI-IRCA Registered Lead Auditor, CQI-IRCA Certified Lead Tutor, Singapore Quality Institute, 12 West Coast Walk #02-17, West Coast Recreation Centre, Singapore *Corresponding Author: HP: , Tel: , Fax: Abstract Many small and medium organizations may not have adequate knowledge and clear distinction between Quality Control (QC) and Quality Assurance (QA) in order to establish, quantify and implement qualitative improvements effectively in their organizations. Quality Assurance (QA) Practices can be briefly classified into three major areas to demonstrate the organizational ability to achieve the desired quality. The three major concerns are: Management Capability, Technical Capability and the ability to apply effective Audit Methodology to explore opportunities for improvements. The organization must be capable to evaluate the capability of their Measurement Systems. The Measurement Uncertainty associated with the Measurement System will be used to determine the acceptance or rejection of a process or product parameters based on given specification. Case study will be used to illustrate the method of analysis and their application. The need to establish an effective Calibration System to enhance the capability of the Measurement System will be addressed. The basic interpretation of measurement error, correction factor and the measurement uncertainty affecting the accuracy of the measuring equipment will be discussed. The measured data obtained from the acceptable Measurement System (MS) and Calibration System (CS) can then be used to establish various Control Charts to manage process performance or product conformity at the desired accuracy. The measured data can also be used to compute P p K and C p K to evaluate the capability of the process to achieve planned result. The audit methodology adopted to assess the effectiveness of the Quality Assurance (QA) activities practiced within a Quality System will be discussed. An effective auditing model will be established to demonstrate the concept of QA audits. The effectiveness of the Quality Systems is greatly influenced by its management and technical capabilities in integrating Quality Assurance (QA) practices into their Quality Systems to enhance continual improvements. The value of Quality Assurance (QA) Practices can be quantified, where appropriate, and applied in various aspects of a Quality System in order to eliminate causes of potential non-conformities to prevent their occurrence. Keywords: quality assurance, measurement uncertainty, measurement systems, calibration systems and audit methodology

174 QM 1-5/JP-02 Exact Results of Modified Moving Sum of Conforming Run-Lengths Charts Seiichi Yasui*, Yoshikazu Ojima and Tetsuya Watanabe Tokyo University of Science, 2641 Yamazaki Noda Chiba, , Japan *Corresponding Author: Tel ext. 3824, Fax: Abstract Control charts based on counts of conforming items are often used in high yield processes to monitor nonconforming rate. Cumulative count of conforming charts is Shewhart type, and the run length distribution is the geometric or negative binomial distribution. On the other hand, EWMA or CUSUM types of cumulative count of conforming item are RL 2 charts introduced by Bourke (1991) which is based on two successive cumulative counts sequentially. Hence, it is difficult to construct exact EWMA or CUSUM type charts because of complicated calculation due to the plotted values depend on previous observations. Many authors calculate control limits and evaluate the performance through Markov chain approach or Monte Carlo approach. In this article, we modify RL 2 charts to practical RL 2 charts and derived its run length distribution exactly. The exact distribution makes the determination of control limits or evaluation of performance more accurate and easy. Keywords: cumulative count of conforming chart, high yield process, average number of observations to signal, run length distribution

175 QP 1-1/CN-10 Factors that Make Women Successful in Banking Industry: A Case Study of Women Leaders in Two Banks in Guangzhou, China Chen-Lu Zhang, Lufier 1 * and Peter Kwok 2 1 Guangdong Yuli Co. Ltd. 4 Xinye Ave, Zhuhai, Guangdong, China 2 Tsim sinternational Co. C/O SJPS, 48, Wood Road, Wanchai, Hong Kong *Corresponding Author: lufier@me.com, Tel , Fax: Abstract In China, more and more women start to undertake important roles in their careers, especially in banking industry. Women face a difficult task of working competitively to reconcile different work requirements in a men-dominating environment in banking industry in order to be successful. The current study aims to explore for the determining factors, which make women successful in banking industry from the perspectives of stakeholders of two prestigious banks in Guangzhou, China. Qualitative approach within the interpretive paradigm has been chosen for the investigation. Face-to-face semi-structured interview has been selected for employment in consideration of its flexibility conferred to interviewers in conducting interviewing. In view of the limitation of research resources, two senior managers, two middle bank executives, two junior ranking bank employees and five customers had been randomly selected from each of the two-targeted banks for the current investigation. The investigation has concluded four findings, which contribute to the success of women in their banking career in the two-targeted banks. They are (1) the possession of personal factors that can make women successful in their banking career, like cautiousness, industriousness and stamina, (2) possession of appropriate leadership styles, like paternalistic leadership and democratic leadership styles, (3) possession of suitable personal qualities, like factualness and being responsible and (4) a balance between work-life and family-life. Keywords: banking industry, gender differences, success factors, work-life, family-life

176 QP 1-2/JP-08 Application of Ensemble Learning in Window-Dressing Discrimination Ayumu Watanabe* and Yasushi Nagata Waseda University, Okubo, Shinjuku-Ku Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract Corporate management has various purposes. Companies that go out of business cannot carry out their objectives. Because anticipating environmental variations is difficult, companies sometimes fall into unexpected situations. Raising funds for companies with decreased sales is difficult, causing some companies to engage in window-dressing activities through accounting fraud. In accounting, window-dressing is an action taken to falsify financial statements. Individuals who are unfamiliar with accounting are frequently deceived by window-dressing activities. Recent studies have demonstrated that the MT method (Mahalanobis Taguchi method) is effective for discrimination analysis of window-dressing activities. However, because of the various types and combinations of window-dressing activities, using one method to judge simply whether window-dressing exists is difficult. The purpose of this study is to improve the method that distinguishes window-dressing activities from non-window-dressing activities. In this study, we used ensemble learning, which combines multiple methods. We selected six discrimination methods. We analyzed data from approximately 2,000 financial statements of Japanese companies and found that using ensemble learning improves the accuracies of the discrimination. The results show that ensemble learning through different machine learning is effective for discrimination analysis of window-dressing activities. Keywords: instruction, full paper, ANQ, proceeding, indexing

177 QP 1-3/TW-05 Users Perceived Quality of Mobile Instant Messaging Experience from Taiwan Iuan-Yuan Lu, Gwo Yang Tsai*, Tsuang Kuo and Rune Wu National Sun Yat-Sen University, No.70, Lianhai Road, Kaohsiung City 80424, Taiwan *Corresponding Author: Tel Abstract In recent years, innovative technology and mobile communications technology have developed rapidly. Numerous mobile services have been integrated within smartphones. Mobile instant messaging is one type of technology suited to the needs of modern cellphone users. Within the intensely competitive instant messaging software market, LINE has come into prominence within a short time thanks to its ability to allow free video or voice calls in real time, its convenient group chat function, and its more than 10,000 stickers and emoticons. It has quickly become the social networking and chatting app with the highest usage rate in Taiwan. The number of Taiwanese people with tablet computers and smartphones has reached million. Within this population, 9.64 million people have experience downloading LINE apps. This shows that LINE is currently Taiwan s most commonly used social mobile communications software. It has become a key interface for interpersonal communication. We used the technology acceptance model (TAM) as the foundation for this study. A literature review was performed to explore the addition of the external variables Perceived Playfulness, Media Richness, and Relative Advantage for an expanded interpretation of the technology acceptance model. This provided an understanding of the key factors influencing the usage attitudes and willingness to use regarding mobile instant messaging software among Taiwanese users. This study confirms that the technology acceptance model proposed by Davis (1989) can be applied to users acceptance of LINE. The external variables of Perceived Playfulness, Media Richness, and Relative Advantage were key factors in LINE s success in Taiwan. The results of this study can be referenced by subsequent scholars and businesses that wish to develop real-time communications apps for smartphones in communications models for mobile communication technology applications, increasing linguistic richness, and strengthening software functionality, helping increase users willingness to use. Keywords: mobile instant messaging, LINE, perceived playfulness, media richness, relative advantage

178 QP 1-4/TH-01 Application of Simulation Technique in Warehouse Design Natchapol Sirilertsombat*, Sathita Taothong and Songvit Dangsatan SCG Logistics Management Co., Ltd. 1 Siam Cement Rd., Bangsue, Bangkok 10800, Thailand *Corresponding Author: natchasi@scg.co.th, Tel , Fax: Abstract SCG Logistics, a Third Party Logistics (3PL) company in Thailand, has successfully operated more than 50 domestic and regional warehouses. Traditionally, only rough calculation and our experience were satisfied our customers for decades. However, as time goes by, customer s expectation has surged rapidly. For some customers, only pinpoint accuracy is acceptable nowadays. We need to breakthrough our comfort zone to survive in this industry. With advancing of knowledge and technology, we have adopted simulation technique to boost our capability to remain competitive in the business. In this case, one of our strategic customers, one of the largest sugar manufacturers in Thailand, planned to start a new advanced technology sugar plant. Our task was to seamlessly link with the production line and efficiently manage all operations in warehouse. To do so, we decided to apply simulation technique to determine required working capacity, design optimized warehouse's layout to match nature of the product. Moreover, due to seasonal variation of product, we simulated warehouse operations in several scenarios to preventively devise the plans to handle with these situations. We also used Failure Mode and Effects Analysis (FMEA) tool to ensure smooth start for the plant. The results from our activities enabled us to successfully reduce a significant number of spare equipment and workers, leading to about 30% saving from initial equipment and payroll budget, set up productive warehouse operations and prevent possible loss from disruption of production line, which would cost multi-million USD. Keywords: FMEA, simulation, prevention by prediction, warehouse management

179 QP 1-5/TH-10 Reduce Cooling Crack Kachacheewa Supachet 1 *, Pimmakun Supavadee 1, Wongsuwan Watcharapong 1, Mutusit Chesta 1, Boonchuay Witsarut 1 and Sereeviriyakul Vithayavut 2 1 Thai Ceramic Roof Tile Co., Ltd., Saraburi, Thailand 2 SCG Building Material Co., Ltd., Bangkok, Thailand *Corresponding Author: supackac@scg.co.th, Tel , Fax: Abstract Due to increasing capacity of Ridge, it cause to high Cooling Crack reject, 3.65 %, which was serious problem in Thai Ceramic Roof Tile (TCT). This problem was occurred in Angle Hip Model. This problem was solved by problem solving QC Story as well as various quality tool such as concentration chart, why-why analysis, reversed hypothesis and multiple regression. Concentration chart was used as an observation tool; finding that the cooling crack was occurred at top floor in 1st and 4th. Why-why analysis was used to identify the potential root courses, finding that cooling rate was higher than Ceramic Theory. Reversed hypothesis test was used to identify the root causes in process parameters, showing that cooling rate in zone A, zone B was significant factor while air flow was not significant. Multiple regression was used to build the statistic model of the defects. The results from multiple regression was used to optimize the process and to set the new tolerance for process control. The overall improvement showed that cooling crack was reduced from 3.65% to 0.36%; saving 12.4 MB per year or 0.4MB US Dollar per year. Keywords: ceramic theory, reversed hypothesis, multiple regression, why-why analysis, cooling crack

180 HS 1-1/JP-01 A Study on Process Diagnosis in Healthcare Masaaki Kaneko* Tokai University, , Minato-ku Takanawa, Tokyo, Japan *Corresponding Author: kanekomasaaki@gmail.com, Tel , Fax: Abstract The purpose of this study is to systematize work process diagnosis in healthcare. In order to achieve this, three general perspectives are established. These are related with process structure, process contents and process management. These three general perspectives are then developed into more detailed considering nine characteristics of healthcare represented by statements such as "Must respond to significant differences among individual patients", "Patient's condition changes on a moment-by-moment basis" and so on. From this, a list is created of 278 specific perspectives for healthcare work process diagnosis. Finally, the list is tested applied in two hospitals where we verify the effectiveness of the list by confirming the results of the work process diagnosis before and after its application. Keywords: process management, quality improvement, internal audit, quality management system, healthcare work process diagnosis

181 HS 1-2/JP-22 Methods for Evaluating the Actions of Leader Nurses Kenta Onishi*, Masahiko Munechika and Chisato Kajihara Waseda University, Okubo Shinjyuku-ku Tokyo Japan *Corresponding Author: Tel: , Fax: Abstract Team nursing, in which several nurses make up a team and offer nursing care, is adopted in many hospitals. In the team, the leader nurse is responsible for obtaining information, delegating work to other nurses, and following up. These actions are important for offering appropriate care to patients. However, a viable method for evaluating leader nurses actions has not yet been developed. In this paper, we discuss the roles of leader nurses and propose a method for evaluating their actions. First, we sought to understand leader nurses actions through direct observation and revealed the purposes of team nursing and the roles of leader nurses through a literature search. We then examined the primary actions that leader nurses should perform over and above daily quality-guarantee activities. Next, we derived the items that can be guaranteed by performing each action, and proposed a method to prescribe significant actions from the guaranteed items. Then, we considered the achievement degree of the guaranteed items, and derived the evaluation items. Finally, we proposed a method for evaluating leader nurses actions. Keywords: hospital, nursing care, quality control, evaluate nursing care, evaluation items

182 HS 1-3/JP-43 A Model for Reviewing Surgical Operation Plans for Quality Assurance Rika Takao 1 *, Ryoko Shimono 1, Satoko Tsuru 1, Toru Kuroda 2, Shuzo Kouno 2, Kazuhiko Yoshida 2 and Koji Asano 2 1 The University of Tokyo, Hongo, Bunkyo-ku, Tokyo, , Japan 2 Jikei University School of Medicine, Nishishinbashi, Minato-ku, Tokyo, , Japan *Corresponding Author: takao@tqm.t.u-tokyo.ac.jp, Tel , Fax: Abstract To operate successfully, surgeons must plan surgical operations appropriately. However, it is difficult to plan operations adequately because they are often complex and involve substantial amounts of medical knowledge and information concerning patients. Therefore, for quality assurance, it is necessary to review the operation plan that the surgeon in charge designed. In the present study, to enable surgeons to review effectively and efficiently, we focused on pre-operative conferences by surgeons, and developed the process model for the review process. First, we designed the process for surgical operation planning focusing on colorectal cancer. We designed the basic concept for surgical operation planning, and identified the functions and information items necessary. Secondly, we identified how surgeons categorize cases to choose the point and course of an argument, which we named the "review point" and "review course, and chose the review point. Finally, we tested information items, methods for categorizing cases, and the review point by applying it to seven cases, for which we participated in the pre-operative conference as an observer. Subsequently, we proved that the information items, the method of categorizing cases, and the review point were appropriate to the clinical field. Keywords: review, surgeon, quality, discussion, pre-operative conference

183 HS 1-4/KR-09 Effects of Mobile Instant Messenger Characteristics on Technostress Sae-Bom Lee 1, Sang-Chul Lee 2 and Yung-Ho Suh 3 * 1 Department of Business Administration, Graduate School, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul, , Korea 2 Department of Business Administration, Korean Christian University, 63, Shinhakdae-gil, Hwagok-6Dong, Gangseo-Gu, Seoul, , Korea 3 School of Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul, , Korea *Corresponding Author: suhy@khu.ac.kr, Tel: , Fax: Abstract Instant Messaging (IM) is the communication tools and engages participations in real-time interaction like as MSN, SKYPE and so on. IM has been used in many situations, including entertainment, work, and social relationship. Nowadays most people use smartphone and prefer using Mobile Instant Messaging (MIM). It is important to understand which a characteristic of the MIM ultimately leads to technostress. MIM characteristics are divided into two categories such as social and technical. The purpose of this study is to find out the stressors of using mobile Instant Messenger, and how that s going to affect the technostress. Technostress is a kind of stress related with using ICT. It is to empirically test the technostress model using data collected from Mobile Instant Messaging users. We conducted data analysis with structural equation modeling (SEM). This study is to give academicians and practitioners insight about its effects and implications. We are hopeful that the conceptualization presented in this study servers as a catalyst for more research on ICTs and technostress. Keywords: technostress, stressors, mobile instant messenger, dark side of ICT, social-technical characteristics

184 HS 1-5/IN-18 PRAVESH Enter with Security & Style Bipasa Ghosh 1 * and Debashish Choudhury 1 Business Excellence & New projects, Steel M&S, Tata Steel, West Bengal, India *Corresponding Author: bipasa.ghosh@tatasteel.com, Tel , Fax: Abstract In rural and semi-urban India, a door is typically made of wood and has several problems related to quality of experience of the household: variable quality, environment unfriendly, susceptible to termites and warp, low strength, etc. However, due to aesthetic reasons and lack of alternatives, wood has remained the preferred material for doors. Our research and consumer insight revealed that security and aesthetics are the prime need from exterior doors. While steel has inherent strength, it is not considered to be 'aspirational' due to local fabrication. We wanted to provide the consumers with a high quality solution that combined the aesthetics of wood with the security and strength of steel. Based on these insights, Pravesh was born (in many Indian languages, Pravesh means entry ): factory finished steel doors with wood finish - doors that combine the strength of steel with the elegance of wood. This is for the first time branded steel doors is being made available to individual house builders in rural and semi-urban India. On 15 th Jul 14, ' Pravesh ' was launched in 5 districts of West Bengal for test marketing. The objective was to test product acceptance, channel performance and discover the right price points. Along with quality of the product, a distinctive quality of consumer experience was designed - the consumer could now come to a retail shop and select the preferred door design and color, after examining multiple options (hitherto, the only option the consumer had was to rely on the local carpenter to make a door for him as per the carpenter s level of expertise) bookings, 250+ installations by Mar 15 indicate acceptance of product design, price point, and effectiveness of the channel. Moreover, the insights gained have strengthened our consumer and business model understanding. Further, it has triple bottom line impact; in addition to economic gain for all the stakeholders involved, it has deep environmental and social impact. Usage of steel door saves one tree per door and provides improved working condition for the people involved. In view of the success of the pilot, we plan to launch Pravesh in other parts of the country. Keywords: steel doors, India, retail, security, rural

185 PM 1-1/CN-02 Recognition of Quality Abnormal Patterns for Dynamic Process Using Multi-Features and Support Vector Machine Yumin Liu, Haofei Zhou* and Shuai Zhang Business School of Zhengzhou University, No.100 of science road, Zhengzhou China *Corresponding Author: Tel , Fax: Abstract With the rapid development of artificial intelligence and information technology, quality diagnosis of the modern industries continually reforms to real-time, intelligent direction. Dynamic process quality patterns are important real-time process control tools for monitoring and diagnosis whether a process is run in normal mode or in the abnormal patterns. Improving recognition performance of dynamic process quality patterns is essential for efficient process monitoring to maintain high-quality products. In order to improve recognition performance, a novel hybrid recognition model for recognition of quality abnormal patterns is proposed by integrating multi-features with two layer classifiers. In term of feature extraction, the mean and wavelet decomposition features is used respectively as the feature data for two layer classifiers. In first layer MSVM classifiers, dynamic process quality patterns can be divided into three categories using mean feature. Then three categories are further classified using wavelet decomposition features in second layer SVM classifiers. Some simulation experiments have been done for comparing the recognition performance with traditional MSVM recognition model and other recognition methods. The simulation results show that the proposed model has very high recognition performance. Keywords: dynamic process, quality abnormal pattern, mean feature, wavelet transform, support vector machine

186 PM 1-2/IN-01 De-Clogging Process Highway Krishnan Gopalakrishnan 1, Ajith Prabhu 1, Sunil Jadhav 1, Hitesh Kulkarni 1, Vivek Jain 2 * and Priyanka Katiyar 3 1 Department of Credit and Risk, Reliance Commercial Finance, 570, Rectifier House, Opposite Wadala Udyog Bhavan, Wadala West, Mumbai India 2 Credit & Risk Management, Reliance Commercial Finance, 570, Rectifier House, Wadala (W), Mumbai India 3 Quality & KM, Reliance Commercial Finance, 570, Rectifier House, Wadala (W), Mumbai India *Corresponding Author: vivek.s.jain@relianceada.com, Tel , Fax: Abstract Our organization processes loan applications and disburses loan amount to the customers. Our constant endeavor is to process the file in the least turnaround time. The ability to decide on case faster depends highly on the preceding processes of checking of files for completeness, data entry in to the core system, analysis of bank statements, computation of eligibility and getting internal or external verification done. The project is aimed at improving the turnaround time for pre-approval processing of files. A benchmarking study was carried with the process of traffic management where similar problems exist by visiting the Gemba. We observed various measures taken to control traffic at peak hours like use of (1) Freeway / Ring roads: In most cities ring road is constructed to allow for traffic which bypasses congested areas. We implemented a centralized CPA (Credit processing agent) shop for mandatory data entry. This enabled us to balance different volumes at our 40 odd branches. (2) Junction Control: In some cities we identified areas where roads were unidirectional during certain times of the day and would go in the opposite direction at other times based of traffic. In our organization context we initiated training programs to improve the competency of branch teams to handle multiple process/ products. (3) Making information available: Congestion information helps in diverting vehicular movement on alternate routes. In our company, specific information / status pertaining to each file was not available on a real time basis. This information was stored manually and would take a lot of time and effort to collate. Reports were formed which collate information and case specific requirements are shared with all the stakeholders proactively. To ensure that this effort is sustained we formed a Credit Operations Team with a defined organization structure. PDCA (Plan Do Check Act) approach was followed in executing the project; pilot studies were conducted at Mumbai to check effectiveness of the model, post validation the changes were replicated across branches. The project has resulted in 17% improvement in cases meeting turnaround time for processing along with 33% improvement in productivity as compared to the last Financial Year. Keywords: centralized common processing unit, underwriting process, benchmarking, productivity, CPA (credit processing agent)

187 PM 1-3/KR-10 A Hybrid Multiple Criteria Decision-Making (MCDM) Model of Analytic Hierarchy Process (AHP) and Kano Model: Two-Dimensional AHP Uk Jung* Associate Professor, Dongguk Business School (DBS) and Dongguk University-Seoul, 26, 3 Pil-dong, Jung-gu, Seoul, , Korea *Corresponding Author: ukjung@dongguk.edu, Tel Abstract In pursuit of excellence in decision-making quality and business performance, both analytic hierarchy process (AHP) and Kano model (also called Theory of Attractive Quality ) have been widely implemented as decision-making tools in the field of total quality management (TQM). However, each has strength and weakness in terms of assumptions and results. The present study compares and contrasts AHP and Kano model. Although differences exist, these decision-making tools can be integrated on the basis of the features they share in common. Especially, the intrinsic assumption of one-dimensional relationship between upper and lower levels in AHP can be relaxed by adopting the concept of Kano model. Moreover, because each system has its shortcomings, the combination of the differences can overcome the individual weaknesses of each methodology. The paper presents a hybrid approach of AHP and Kano model, and provides a practical case study of its successful implementation. The study confirms that this hybrid approach is feasible and effective. Keywords: analytic hierarchy process; Kano model; hybrid model; multi-criteria decision-making; two-dimensional perspective

188 PM 1-4/JP-33 Design for Multi Characteristics Using Multi Input and Hierarchical Structure Model; Total Optimization of Glass Parts Manufacturing Process Akira Ogawa* and Takenori Takahashi Mejiro University, Nakaochiai, Shinjuku-ku, Tokyo , JP *Corresponding Author: Tel , Fax: Abstract The glass parts manufacturing process was designed and developed many years ago. The most important sub-process was grinding a through-hole in glass plates, with the most important characteristic being quality of the through-hole. Making the through-hole required a machine, a machining tool and a mode of tool feed. The machine provided processing energy for glass by rotation, vibration and tool feed, therefore a multi input process. We decided the best levels of the design factors of rotation, vibration and feed. The tool and the mode are referred to as strategic factors. They impacted on the quality of the glass through-hole, work time and cost of the process, which had an incompatible relationship. From an energy viewpoint, strategic factors transferred processing energy from the machine to the glass plate and the relationship between them was very important and complicated. Strictly speaking, the interactions between rotation, vibration, feed, tool, and mode were vital for hole processing to improve these incompatible relationships. Unfortunately we knew few things about those interactions at the time due to a lack of skill and method. Now the same process is being carried out at a different production line from where it was originally designed and produced. The issues being considered have increased significantly. These include Quality, Delivery, and Cost. Furthermore, historically in Japan, manufacturing information within the factory was handed down through interpersonal interaction and on the job training. It is necessary to create a new method and a new theory to research the interaction of design factors and strategic factors to optimize the glass parts manufacturing process and achieve issues such as QDC. Then we have to improve interpersonal interaction, or agreement of stakeholders, to transfer the skill and method to the next generation. We have already developed a new design theory HOPE (Hyper Optimization for Prospective Engineering) based on mathematical programming, and tried to optimize this process. This paper shows the total optimization of glass parts manufacturing process which has multi characteristics, multi input and a hierarchical structure using HOPE. Keywords: optimization, interaction, design factor and strategic factor, mathematical programming, glass parts manufacturing and grinding

189 PM 1-5/IN-32 Robotic Process Automation as a Differentiator for Building Competitive Advantage in Outsourcing Industry Rajesh Sehgal* and Ram Chaudhary Quality & Process Excellence, Wipro Limited, India *Corresponding Author:rajesh.sehgal@wipro.com, Tel Mobile Abstract The Business Process Services (BPS) industry is rapidly looking for technological disruptions, with their customers trudging towards Digital Era. Customers are looking for Economic Value generation opportunities (enthused by value generated through labor arbitrage) by fast adapting to new innovations that disrupt the way services are delivered. However, improving the operational efficiency of the system, without compromising on accuracy; with a low cost process re-engineering solution is the key challenge which remains throughout. Though alternatives such as large-scale IT transformation projects that have a high lead-time or cost which eventually may not meet growing customer demands and process improvement methodologies like Lean / Six Sigma-DMAIC where benefits accrued from these methodologies stagnate with time are available, customers continue to look for alternatives to achieve productivity improvements with a low-cost solution and less go-to-market time to avoid costly system integrations and eliminate non value adding activities. The best counter for the outsourcing service providers is to discourse the dynamism in the customer needs and implement Robotic Process Automations (RPA) in the back-end processes which has the shortest development or go-to-market time at low cost. This helps the BPS companies to build a differentiating factor for competitive advantage. The purpose of this paper is to define a methodology for an effective and efficient deployment of Robotics solution: Robotics deployment is divided in to various phases with predefined goals and tollgates to ensure that a robust methodology is deployed with appropriate control measures at each stage Keywords: automations, outsourcing, robotic process automation, process improvement, accuracy

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193 PC 2-1/JP-21 Comparison between Principal Component Regression Based on Groups Organized by Extra Criterion and Ridge Regression Yuan-Tsung Chang* and Takenori Takahashi Mejiro University, Nakaochiai, Shinjuku-ku, Tokyo , JP *Corresponding Author: Tel , Fax: Abstract Recent years there are many explanatory variables and respond data to be used in questionnaire. Linear regression analysis and/or principal component regression (PCR) are important tools and often to use to analysis such questionnaire. But in such questionnaire not only has many explanatory variables, respond data but also exists a multi-collinear phenomenon among explanatory variables. When the explanatory variables are multi-collinear, the usual methods are insufficient and may cause wrong results. Besides PCR, Hoerl and Kennard (1970) have suggested the least squares estimators be replaced by Ridge estimator. Even though that the PCR can clear multi-collinear problem and gain a reasonable solutions, it is difficult to make a suitable model. Here we propose the Organized Component Regression (OPCR) method based on respond data. The idea of OPCR is based on respond data to cluster the explanatory variables into several groups, first. Secondly, in each group we use PC analysis to find principal components and use PCR to analysis. We compare OPCR with Ridge estimator to valid the application of OPCR. Keywords: principal component regression, ridge regression, mean squared error (MSE), groups organized by extra criterion

194 PC 2-2/CN-01 Process Capability Optimization in Multistage Manufacturing Processes Based on the Cost-Utility Ratio Yumin Liu and Ning Wang* Business School Zhengzhou University, No.100 of Science Road, Zhengzhou, Henan, China *Corresponding Author: Tel Abstract To solve the problem that process capability optimization in multistage manufacturing processes has not been studied so much. Firstly, a multistage manufacturing process quality variation model is built to analyze the impaction of each stage quality on process capability. Then, a multistage manufacturing process capability analysis method with Cost-utility ratio is proposed to prioritize process capability optimization efforts. At last, a two stage matching process is taken as an example to demonstrate it. The results show that this method ascertains the priorities and process capability optimization degree well. Keywords: multistage manufacturing process, quality improvement, process capability optimization, cost-utility ratio

195 PC 2-3/JP-16 A Study on the Reduction of Unnecessary Alarms of Medical Monitors Yuta Shimada*, Masahiko Munechika and Chisato Kajihara Waseda University, Okubo, Shinjuku-ku, Tokyo, Japan *Corresponding Author: idn-k.w-it@fuji.waseda.jp, , Abstract Medical enterprises provide high quality medical instruments for hospitals. A medical monitor is one of such instrument; it automatically and continuously measures vital signs such as electrocardiogram (ECG) and heart rate. Therefore, many hospitals employ medical monitors. When a vital sign measured by the medical monitor is abnormal, it sounds an alarm to communicate the occurrence of the abnormality to the nurses. The frequency of such alarms increases the burden on nurses. Medical incidents occur because the importance and urgency of such alarms is not transmitted. In addition, alarms the nurses are not required to attend to the patient (unnecessary alarms), are indefinite. Therefore, the number of unnecessary alarms needs to be reduced. In this study, first, to identify unnecessary alarms, we consider the criteria for classifying alarms based on whether alarms the nurses are required to attend to the patient (necessary alarms) or not (unnecessary alarms). Next, based on the considered criteria, we design an examination method. Subsequently, we investigate all the alarms by using the method and classify them. Based on the classification result, we identify alarms that are most often classified as unnecessary alarms. Using these results, unnecessary alarms can be effectively reduced. Keywords: alarms, medical monitors, healthcare quality management system, nurses, hospitals

196 PC 2-4/SG-02 What is an Effective and Holistic Approach to FMEA? The System Perspective is the Path Chan Kee Ann* Singapore Quality Institute12, West Coast Walk #02-14 & 02-17/17A West Coast Recreation Centre, Singapore *Corresponding Author: Tel Abstract People tend to think of systems in the perspective of an organization and how it is put together. Let us look at one particular function of an organization, for example, the Human Resource Department. Even if that department works perfectly well, it does not mean that the overall organization is performing as it best. The system has a purpose, and each department or function has a purpose. Purposes must be synchronized for the system to function coherently. When system purposes are not aligned, dysfunction will result and cause chronic ineffectiveness. The challenge is to make sure that system parts work and interact cooperatively. The Failure Modes and Effect Analysis (FMEA) on design and development of a new product was experimented on a system level instead of the traditional methods following the above principles. Traditionally, FMEAs were performed only on the new design features by various design & development teams prior to the discovery of the system level approach. With the system FMEA, all aspects of the risk factors were brain stormed and mind mapped. Mind mapping is a power process that enables the team to explore and make discoveries. It was found that with this approach, the various functions and factors were synchronized to work coherently as a system. This approach addressed interactions of design features and components functional factors with end user system experience. Trade off was performed with features that have complementary strengths. It was found that the traditional way of picking the new features only to perform FMEA is inadequate. Hence, interactions and trade off will not be discovered. In this Project, the System FMEA looks at all aspects of a product in design & development including Design (features), Verification and Validation Test development, Manufacturing processes development, Customer Qualification & Integration and End user applications. System FMEA has been taken as a standard organizational procedure going forward. This paper will illustrate the extent of the discovery by applying System FMEA. Keywords: failure modes and effect analysis, chronic ineffectiveness, organization perspectives, synchronized, trade off

197 PC 2-5/TH-02 Development of the New Jointing Compound for Fiber Cement Boards Teerapatch Orankitanun 1 * and Boonchuan Immaraporn 2 1 Division of Quality Management, SCG Building Materials Co., Ltd. 1 Siam Cement Rd., Bangsue, Bangkok 10800, Thailand, teerapao@scg.co.th 2 Division of Building Materials Technology,SCG Cement Building Materials Co., Ltd. 1 Siam Cement Rd., Bangsue, Bangkok 10800, Thailand, boonchui@scg.co.th *Corresponding Author: teerapao@scg.co.th, Tel Abstract Fiber cement has now been used widespreadingly in building material applications (e.g., ceilings, walls, facades) as a surface covering or decoration due to its superior mechanical properties and water resistance. Typically when the material is installed in ceilings and walls, joints are usually concealed for aesthetic reason. Unfortunately fiber cement board is sensitive to any change in environmental conditions (i.e. relative humidity and temperature), resulting in dimensional expansion and shrinkage. Cracks can possibly occur if installation procedure and selections of materials are not properly executed. Several viable methods have been recommended, ranging from using high strength epoxy as a jointing compound to applying highly stiff reinforcement steel. However this presentation will focus solely on design and formulate a new jointing compound specifically suitable for fiber cement boards. Generally a jointing compound lacks either elasticity or strength to withstand a dimensional change of fiber cement panel. Furthermore several ingredients simultaneously affect these properties. In this work DOE Mixture design analysis based on the statistical models is then implemented to achieve an optimum formulation by adjusting the following parameters, Cementitious Compound, limestone, polymer powder. The resulting optimized strength improves 5 times and elasticity increases by a factor of 6 compared to those of the current gypsum product. In addition no cracks have been observed on the ceiling at test after installation of the newly developed jointing compound for 12 months. This new product will offer a new market opportunity for using fiber cement board as a construction product. Furthermore, this product will be beneficial to the SCG Cement-Building Materials Company and our customers by increasing sale growth for fiber cement product group and improving customer satisfaction. Keywords: DOE mixture design, new product development, jointing compound

198 QM 2-1/JP-39 Study of Classification in Questionnaire Surveys and Questionnaire Experiments in Human Resource Management Sho Kawasaki 1 *, Takenori Takahashi 1 and Keisuke Suzuki 2 1 Mejiro University, Nakaochiai, Shinjuku-ku, Tokyo, , JP 2 Keio University, 4411 Endo, Fujisawa-shi, Kanagawa, , JP *Corresponding Author: sho-kawasaki@od.matrix.jp, Tel , Fax: Abstract When conducting surveys and experimental questionnaires targeting people and organizations, categorization is essential in understanding the characteristics of the subject population. The root of this categorization is attributes that describe the characteristics of the subject; however, in recent years, the attribute itself has become more complex, and understanding the Complex Categorization that combines multiple attributes became essential to create models and formulas. In order to create such a complex classification system, the use of recent statistical methods with computer software is effective. However, the use of the statistical classification alone can only lead to the classification on the similarity of the surveyed responses and the results of the experiments, often creating insufficiencies in performing the analysis and designs. In such cases, it is desirable to identify classification categories based on attributes by assigning meanings to the statistical classification results by referencing with unique techniques such as expert knowledge, experiences, etc., and to find classification based on attributes as much as possible to formulate models and formulas. Based on re-classifying the categorization approach used for the surveys and experimental questionnaire that target people and organizations, this study proposes a classification method that defines the class in conjunction with the classification of attributes and their definitions based on the statistical classification method, and aims to introduce a case, in which this methodology was applied. If pre- categorization based on attributes is not possible, this proposal sets clusters post-classified with the trends of responses as criterion variables to determine and classify through multivariate analysis and data mining techniques, which utilize a variety of attributes in relation to predictive variables, and ultimately defines the categories by the statistical technology and a unique technology. As the case of this application, we chose a questionnaire on institutional designs at Company A, aiming to improve personnel measures in building career support for its employees. By applying the proposed method to a questionnaire in the field of human resource management, we introduce a case that is effective and practical hierarchical classification. Keywords: stratification, statistical classification, attributes classification, data mining, human resources management

199 QM 2-2/VN-04 Proposed Criteria for Assessing Retailers Differentiations through a Study on Customers Experiences Ngo Van Nhon 1, Nguyen Thi Thao Minh 2 and Nguyen Bich Ngoc 3 * 1 Director, Institute for Quality Assessment and Development (IQAD), 72 Road 2, Ward 3, Go Vap District, Ho Chi Minh City, Vietnam 2 Department of Food Technology, Ho Chi Minh City University of Food Industry (HUFI), 140 Le Trong Tan Street, Tan Phu District, Ho Chi Minh City, Vietnam 3 Student, Department of Food Technology, Ho Chi Minh City University of Food Industry (HUFI), 140 Le Trong Tan Street, Tan Phu District, Ho Chi Minh City, Vietnam *Corresponding Author: helennguyen1311@gmail.com, Tel Abstract One of the impacts when Vietnam becomes a completely open market is the expansion of foreign retailers into the domestic market through a series of convenience stores, supermarkets or commercial centers. With the expectation of raising competitiveness and developing brands, all retailers choose to invest in various market segments and consider strategies to create differentiated experiences for customers. Especially in the field of supermarket business where many people think that there is not much difference among the supermarkets, because when trading the similar goods, creation of the different experience for customer becomes more important. The first purpose of this study is to see which differentiators are being created by the retailers for their supermarket and to locate them in the minds of customers. The second is to propose criteria for assessing such differentiators. The study is divided into three stages. In the first stage, we study customers experiences at the time of the survey with focus on their perception of differentiation compared to other supermarkets. Second, we position the differentiators of retailers in the customers minds according to the customers perception. The results show that all supermarkets that have done business successfully to date are related to strategies on creating points of difference and all of them are perceived by customers. However, the results in this stage also show that what the differentiated experience are that some retailers expect to create for customers are quite similar, the existence and development in the market depends on the quality of such differentiators. In the third stage, we analyze customers experiences and view in combination with theoretical studies in creating differentiator; and we propose criteria to assess the differentiators of retailers in the supermarket business. Keywords: differentiation, retailer, customer experience, supermarket business, differentiator

200 QM 2-3/CN-06 ITEA: Excellent Team will Bring about Excellent Quality Han Liangfu*, Lin Chengjun, Min Yong, Zhang Dehua and Lu Yingyan Wuhan Haier Water Heater Co., Ltd. Haier Industrial Park, Dongjinghe Road, Zhuankou Economic and Development Zone, Wuhan City, Hubei Province, China *Corresponding Author: Tel , Fax: Abstract With the development of the quality improvement technology, the application of the Six Sigma Methodology becomes more and more popular in the quality management area. There are multiple kinds of factors which can influence the quality, but the mankind should always be the most significant one. In order to provide the best user experience in the Internet age, they must build the most excellent team to achieve the best performance. Six Sigma methodology is an excellent approach to improve quality, but without the right team, without the effective team management, they usually can t obtain the goal as they wished. How to address the problem? How to ensure the team work in the right way? Maybe the ITEA could give us an available method. In this article, I try to explain what is ITEA, how they make use of the ITEA criteria to reduce manufacturing defect rate in our company. Keywords: team, quality improvement, Six Sigma, ITEA

201 QM 2-4/JP-04 Methods for Change Point Detection in Autocorrelated Data Daichi Ishikawa* and Yasushi Nagata Waseda University, Okubo, Shinjuku-ku Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract The sequential t test shown in Kawai (2011), who applies a t test repeatedly to divided time-series data, is a basic method for change point detection in the mean. The method is based on an unlike assumption that data at each point are independently distributed. On the other hand, real data is often autocorrelated. This paper clarifies the effects caused by autocorrelation and proposes methods for improvement. Yamanishi (2009) refers to a method for change point detection for autocorrelated data with one sample at each point, and the t test is not used in the situation. However, studies where group data are autocorrelated have not yet been conducted. We consider two methods, the first of which (method I) applies exponential smoothing to the data before a t test, and the second of which (method II) applies prediction residuals of an autoregressive (AR) model to a t test. We conduct simulation studies. The artificial data include a change point of the process mean generated by the AR model. The results show that first-order negative autocorrelation increases the type-i error rate, but the proposed methods can suppress the increase in contrast to a normal sequential t test, which is the main advantage of the proposed methods. We have also found that the proposed method I increases the type-ii error rate, and its degree depends on the weight of exponential smoothing. Furthermore, we have observed that the proposed method II suppresses the increase of the type-i error rate without increasing the type-ii error rate, although it needs a sufficient amount of time for model estimation. Keywords: change point, autocorrelation, t-test

202 QM 2-5/KR-06 A Study on the Effect of CSR on Employees' Organizational Commitment and Productive Behaviors Jong-Pil Park, Mi Park and Hyung-Wook Kim* Department of Business Administration, Hongik University, 72-1 Sangsu-dong, Mapo-gu, Seoul , South Korea *Corresponding Author: kimhw@hoingik.ac.kr, Tel , Fax: Abstract By analyzing what kind of organizational reaction is shown by employees to corporate social responsibility (CSR), we'd like to propose a plan to maximize achievement (organizational commitment and productive behavior) within a corporation. Regression analysis is used to analyze relationship between CSR awareness and achievement within corporation. Then structural equation model is used to check moderating effect of corporate member s participation in CSR. It is proved that employee s CSR awareness has positive relationship with organizational commitment and productive behavior. It is shown that when employees participate in CSR programs directly, effectiveness of relationship was especially higher for Organizational Citizenship Behavior (OCB) and innovative behavior. In order to increase organizational commitment and productive behavior of employees, corporation s social responsibility management, in other words ethical management, must be used so their motivation can be increased and so the employees can directly participate in CSR programs which will increase effectiveness of an organization. Keywords: corporate social responsibility (CSR), organizational commitment, productive behaviors (job performance, organizational citizenship behaviors; OCB, innovative behavior)

203 QP 2-1/CN-07 The Application of Variation Simulation Analysis on Automatic Washing Machine Qiao Sihui 1 *, Liu Shunhang 2, Teng Teng 3, Zhou Mingli 3 and Wang Xiaochun 3 1 Qingdao Haier washing machine co., LTD,H Block, Haier Industrial Park, Laoshan District, Qingdao China, Zip Code: Siemens Industry Software (Shanghai) Co., LTD, Siemens Shanghai center 6F building B, DaLian road 500, YangPu district, Shanghai China, Zip Code: Qingdao Haier washing machine co., LTD,H Block, Haier Industrial Park, Laoshan District, Qingdao China, Zip Code: *Corresponding Author: qiaosihui@haier.com, Tel Abstract Dance to the rhythm of the era, to promote exploration and practice of the industrial 4.0, to realize informatization, digitization, intelligent interconnection factory. It is the most important points of industry 4.0 to connect the virtual and the reality. To realize the reality improvement by the virtual analysis and the virtual validation by the reality by in-depth integration through information technology and manufacturing technology, which is also a drive to realize information, digitization, and intelligent interconnection factory following the rhythm of the times and industry 4.0. The gap consistency among pulsator, Automatic Washing Machine barrel and filter cover has been improved greatly by 6 Sigma method with the help of dimensional management tools (VSA and DPV), which is to have the design validation to identify the key control characteristics (KCC) in virtual environment, then to confirm and improve the manufacturing quality of those KCC in the reality. It is also an effective drive to push the quality improvement of important parts and to improve the quality management level to provide better and satisfied products and service. Keywords: VSA (variation simulation analysis), DPV (dimensional planning and validation), Six Sigma, gap consistency, improvement with innovation

204 QP 2-2/KR-16 Survey the Positions of Quality Staff of SME in Korea Sangbok Ree* Professor Seokyeong University, 124 Seokyeong-Ro Songbuk-Gu, Seoul , Korea *Corresponding Author: Tel: , fax: Abstract Companies allege that they focus on quality and yet the treatment of quality staff is not a priority. In this paper, we will examine the exact position of quality staff and offer ways to improve their overall morale. There was no investigation of such phenomena identification and satisfaction of quality staff morale. We attempted to evaluate the morale of the quality staff in various companies through questionnaire as well as through personnel surveys. Additionally, we conducted interviews with the quality staff and CEOs of various companies. The morale and power of quality staff share a number of differences depending on the company. Large companies typically have quality staff with high morale, whereas the quality staff morale is lower amongst SMEs (small and medium enterprises). In this paper, we focused on SME's Quality staff. Keywords: quality staff, improve quality staff morale, quality improve

205 QP 2-3/TH-19 Turning Ambient Temperature Bakery to Hot Served Bakery in 7-Eleven Convenience Stores Pornpen Yingyong, Kanyarat Pangthisong and Chote Mekintaraphan* CPRAM Co., Ltd. 149 Chalongkrung 31Rd., Lumplatiew, Lat Krabang, Bangkok 10520, Thailand *Corresponding Author: Abstract Packaged bakery in convenient store, 7-Eleven, could be categorized into 2 types by display area, ambient temperature bakery and chilled temperature bakery. Since 2010, the growth rate of chilled temperature bakery section has risen outstandingly, compared to that of ambient temperature bakery, and the number of new products introduced into the convenience store has increased by 20-30% annually. Although the average selling prices of chilled bakery are almost double of the prices of ambient bakeries, due to the higher management costs, compared to ambient temperature bakery, since it is required cold environment controlling throughout its value chain, from raw materials storage, production line, delivery, and freezer in the convenience store, there are many customers who are willing to pay for it. CPRAM Co., Ltd. combined of information from market survey and competitors financial statements analysis (including indirect competitors and substitute product providers) pointed out the market opportunity, portion of the market with high growth rate which is chilled temperature bakery section. Enhancing with the result from VOC (Voice of Customers) analysis reveals one of the core values that affect customers decision making for chilled temperature bakery, heating service. The interesting behavior of these customers is that majority of them would ask a customer assistant at the convenient store to heat the bakery up by toaster or microwave before consuming, while the customers require none of further process for ambient temperature bakery. Therefore, the company discovered a market opportunity that yields a great commercial outcome by turning the ambient temperature bakery into hot served bakery to order to meet the customers demand for hot bakery with competitive price from lower management cost. Keywords: financial statement analysis, VOC, market survey, hot served, convenient store

206 QP 2-4/JP-35 Sample Survey Methodology for Spatial Distribution of Wireless Communication Speed Watalu Yamamoto* and Masashi Kawafuchi University of Electro-Communications, Chofu, Tokyo , Japan *Corresponding Author: Tel , Fax: Abstract The statistics of the spatial distribution of wireless communication speed of cellular networks are important alternative measurements of quality characteristics. The situation in our country does not allow us to conduct any survey to follow-up customers and collect the data on willies communication speeds. So we develop a survey methodology to collect the spatial data based on sampling techniques. First we conduct a pilot survey and prepare a small-size real data using Kriging. The data is used to compare sampling techniques of points with in an area. We found that Poisson disc sampling works better than others as a way of sampling g spatial points for measurement of speeds. Then we design a simulation study to build a hypothetical field with wireless base stations. The survey methodology proposed here consists of multistage sampling and spatial point sampling. It is demonstrated with this simulation field that our proposed methodology can be tuned to optimize the sampling design for the estimation of the population mean of the wireless communication speed. Keywords: sample surveys, spatial sampling, Poisson disc sampling, design of experiments

207 QP 2-5/MY-01 Improve Error Message Review Effectiveness and Efficiency Using Code Churn Driven Review Automation Toolkit Khoo Ai Choo* Department of Software Engineering, Altera Corporation, Plot 6, Bayan Lepas Technoplex, Medan Bayan Lepas, Penang, Malaysia *Corresponding Author: Tel , Fax: Abstract Error message is information displayed when a desired operation has failed in software. It provides users with information on what went wrong and recommendation to bypass the failure. Proper design of error messages is important in usability and other fields of human computer interaction. Error messages are wildly important but often suffer from being auxiliary with perceived lower priority by developers, compared to other software deliverables. Developers are more disciplined to submit formal code review for other code churns. Error message reviews are usually submitted late. Some intervals after message check-in, developers may no longer be able to present adequate review information, like error occurrence context, error-trigger design as such. Furthermore, some developers may use informal walkthrough or to review error message churn. As a result of lacking one review method, some sub-standard error messages may escape review and cause potential usability issues. Customers consult Field Application Engineers (FAE) to resolve such preventable usability issues, overloading FAE unnecessarily. This paper discusses Code Churn Driven Review Automation Toolkit that automatically submits review to code review tool upon error message churn detection. It formalizes error message review in one standard method, enabling timely review by global cross-functional reviewers. Initial deployment triples review rate in three months, better guarantee against review escapee, yielding more effective error messages. FAE can focus on handling customer reported defects, rather than resolving usability issues. Moreover, this toolkit can be extended to automatically file reviews for other code churns and artifacts like requirements, contributing to better software code quality and customer satisfaction. Keywords: error message, usability, code churn, code review, defect

208 HS 2-1/CN-03 Innovation and Practice of Error Prevention Working System for the Overall Process of Aerospace Servo Product Development Yujing Qiao* and Tianxiao Zheng Beijing Research Institute of Precise Mechatronics and Controls, No. 1 Nandahongmen Road, Fengtai District, Beijing, China *Corresponding Author: qiaoyj18@163.com, Tel , Fax: Abstract Servo system is an important constituent part of aerospace products. During the development and production processes of servo system, our institute has developed an effective quality management system featuring mistake prevention in the whole process. By implementing the guiding principle of zero defect and accomplishing the task at one stroke, the institute keeps exploring and innovating zero defect quality management system in the whole process through applying the system engineering concept, source controlling, overall-process controlling and PDCA management process. In the key processes like designing, processing, manufacturing, testing, inspection and software engineering, the institute constructs human mistakes prevention and product quality improvement management system. Practice has proved that this innovative working system is capable of effectively anticipating, preventing and eliminating the hidden dangers and can also effectively improve the quality and reliability of the aerospace servo products during the whole development process. This working system innovatively transforms the quality management mode from post-event to pre-event manner and thus realizes the China-characteristic zero-defect quality control objective. Keywords: servo development, overall process, error prevention, working system, innovation and practice

209 HS 2-2/HK-01 Care Service Quality Discussion on a Therapist Assignment and Routing Problem in Hong Kong M. Y. Lin 1 *, K. S. Chin 2 and K. L. Tsui 2 1 Department of Systems Engineering and Engineering Management, City University of Hong Kong, Kowloon Tong, Kowloon, Hong Kong 2 Department of Systems Engineering and Engineering Management and Centre of Systems Informatics Engineering, City University of Hong Kong, Kowloon, Hong Kong *Corresponding Author: meiyanlin1990@gmail.com, Tel Abstract In recent decades, more and more researchers have been attracted by Home Health Care (HHC) services systems because of its increasing demands from elderly, disable and chronical people. Among those HHC services provided by Home Care Structure, rehabilitative services is one of the most important types provided by skilled therapists who work at different healthcare facilities including hospitals, nursing homes, and clinics. The rapist assignment and routing problem, which is one of the main issues encountered when managing rehabilitative services, has yet to be fully investigated so far. This article presents two mathematical models for constructing weekly assignment and routing schedule for therapists who provide rehab care service and aims to satisfy the demand for service at minimum cost (travel cost, delayed cost, reassignment cost, overtime cost) subject to a variety of constraints related to continuity of care, priority rules, overtime rules, and workload utilization requirements. High service quality is achieved by satisfying patient requirements and therapist requirements, which is considered as continuity of care, overtime rules, burn out level, and waiting time. The main goal of this article is to analyze the interaction between the assignment and routing processes in a district and the impact of variety of constraints on different types of cost which reflect the level of service quality. The assumptions of the models are based on HHC providers in Hong Kong and the literature. The paper proposes a two-stage approach for assignment and routing decisions in HHC structures. The assignment problem is solved with CPLEX in terms of real instance, while the routing problem are solved by Tabu Search because of the size of instance making Cplex run longer time to get optimal results and Tabu Search is very efficient to solve the routing problem in literature. Keywords: assignment and vehicle routing problem, rehabilitative care, mixed-integer programming, Tabu search, cost

210 HS 2-3/JP-03 A Study on a Method for Analyzing Medication Incidents Ryosuke Hasui*, Masahiko Munechika and Chisato Kajihara Waseda University, Okubo Shinjuku-ku Tokyo , Japan *Corresponding Author: ryo-mr5683@akane.waseda.jp, Tel , Fax: Abstract In Japanese hospital, there is a strong mandate to reduce medication incidents; nurses analyze incident reports to address this problem. Two types of factors contribute to medication incidents: human factors and process factors. A focus on eliminating process factors by improving the work method is effective at reducing incidents. However, nurses tend to focus on human factors. Nurses cannot focus on process factors because few incident reports have adequate information, and there is a lack of effective methods to identify process factors. As a result of focus on human factors, the number of medication incidents does not decrease. This study proposes two tools to analyze medication incidents using a Process Oriented Analysis Method for Medication Incidents (POAM). First, a viewpoint list will enable nurses to identify error factors easily. Additionally, process factors in medication incidents are classified into 12 error factors. Second, a reporting item of the incident report will enable nurses to report required information for POAM. The viewpoint list and reporting item that we propose will help nurses analyze medication incidents and be useful in reducing them. Our future study aims to verify the effectiveness of the tools; the development of a teaching textbook is also being considered. Keywords: analysis method, medication incident, error factor, error proof, process oriented thinking

211 HS 2-4/JP-37 Quality Assurance in Surgery: A Model to Plan for Anesthesia Management Ryoko Shimono 1 *, Masatoshi Yumoto 2, Satoko Tsuru 1 and Yoshinori Iizuka 1 1 The University of Tokyo, Hongo, Bunkyo-ku, Tokyo, , Japan 2 The Jikei University Katsushika Medical Center, , Aoto, Katsushika-ku, Tokyo, , Japan *Corresponding Author: shimono@tqm.t.u-tokyo.ac.jp, Tel , Fax Abstract In order to assure quality in surgery which is highly invasive medical practice, not only surgical practice but also anesthesia is required. In anesthesia for surgery, whole-body management, called as general condition management, is indispensable. Anesthesia management is composed of anesthesia and general condition management. For appropriate implementation of anesthesia management, pre-operative planning is important. A plan for anesthesia management has to be based on understanding planned surgical practice and coverall assessment of patient. At present, however, a method for anesthesia management plan relies on competence of individual anesthetist. This study aims at modelling a method to plan anesthesia management. The developed model includes 1) specification of an anesthesia management plan and 2) a process for planning. In developing 1) specification of an anesthesia management plan, we firstly clarified a basic concept for anesthesia management implementation based on literature investigation and interviews to anesthetists. This basic concept indicates what have to be planned and we deployed this concept for specification of an anesthesia management plan. As a result, we specified an anesthesia management plan consists of three parts; anesthesia induction, general condition management by monitoring and intervention, and resource preparation. On the other hand, in developing 2) a process for planning, we focused on a way for information gathering based on patient assessment. As a result, we designed a planning process consists of three steps; Outline planning through reference of basic information, implementation planning through inspection of detailed information and planning review. We also developed information items to be gathered in the process. Applicability of the developed model is verified by comparison with a result of present state analysis. 1) Specification of an anesthesia is conformed to contents which are shared as a plan in anesthesia conference. 2) A process for planning is also confirmed to a present work process in an actual hospital. In future, the proposed structure of an anesthesia management plan has to be refined through applications of various cases. Keywords: process design, process analysis, patient assessment, anesthetic management, surgery

212 HS 2-5/JP-17 A Study on the Action after Fall Accidents in an Acute Hospital Masato Yoshida*, Masataka Sano and Chikuma Hamada Tokyo University of Science, 1-3 Kagurazaka, Shinjuku-ku, Tokyo, , Japan *Corresponding Author: yoshida10@ms.kagu.tus.ac.jp, Tel , Fax: Abstract The fall accident is one of the clinical problem and cause patients significant problem such as an abrasion and fractures. An assessment score sheet for inpatients is one of the falls prevention systems. It has many items about the fall. It is used as tools for determining patient fall risk, but some scholars often indicate using sheets is insufficient in terms of the prediction accuracy. There are techniques which scholars propose for the revision, though assessment data is used to leave only important items. They don t state revisions after having revised the sheet. The characteristic of the patient and the hospital change small from day to day, so we think that the constantly revising sheets are important. We consider a structure of countermeasures about before and after fall accidents in consideration of a cause to cope with patient s changes in the hospital. Nurses write an accident report freely, so we can t often understand the cause. There are cases when they write it only about correspondence after the accident. We make an accident report which enables us to grasp the cause easily and compile it every hospital. Keywords: medical safety system, prevent falls, accident reports, flow chart, the trend of the causes

213 PM 2-1/IN-14 Finish Rolling Temperature Stabilization through Daily Management at Merchant Mill to Reduce Variation in Yield Strength P. S. S. Ganesh*, Surya Ranjan Singh, Kamlesh Prasad, Abhimanyu, Nitin Kumar Lal, R. Sambasivam, G. Dinesh Kumar 5, Mamta Rani Chowdhry, Shilen Aggarwal and J. Jijith Tata Steel Ltd, Jamshedpur, India *Corresponding Author: Tel Abstract For effective QA system, there is a need to convert customer requirements to process parameters. Monitoring and controlling of these process parameters helps to reduce the variability of the final product parameters. As Merchant Mill is one of the oldest mills of Tata Steel commissioned in 1960, our job becomes much more challenging in producing Rebar (20mm, 25mm and 32mm) with desired quality. To eliminate the customer complaint because of variation in Yield strength (YS), Finish Rolling Temperature (FRT) was identified as one of the important in-process parameter which needed to be stabilized through Daily Management. This paper aims at establishing the current condition and identifying the in process parameters responsible for variation in FRT and reaching at a feasible and cost effective solution. Process Capability and Variation study was done for 20mm rebar and the Standard deviation of FRT and Billet temperature was 30.9 and The first step in the process was to identify parameters affecting FRT through KPI drill-down and measurement mapping of the parameters in the existing process. In order to check the parameters identified, the KPI drilldown exercise was followed by field visit to establish cause and effective relationship. Standard operating procedure to control FRT in case of deviation was generic in nature and lot of human interventions was involved because of which FRT variation increased and also there is no system exists to check and collate process parameters affecting FRT (i.e. Standardization is required) like Water box Header individual flow rate, billet temperature etc. However, with the absence of visualization, the possibility of taking action on these parameters was not possible. Hence, Visualization of parameters affecting FRT was developed, monitored using control chart and in case of abnormality adjustment of parameters is done through a new HMI screen at Roller`s and Heaters Cabin. As a result, the standard deviation of FRT improved from 30.9 to Finally the Yield Strength (YS) of 20 mm rebar improved and no customer compliant reported till Mar 15. Solution can be well deployed in similar Mills of Tata Steel. Keywords: yield strength, standard deviation, KPI drilldown, abnormality, visualization

214 PM 2-2/NZ in 6.4 Days: An Integration of the Viable System Model and Baldrige Framework for Process Improvement through an Organisational Systems Structuring Approach Greg Lemaire 1, Thomas G. Frater 2 and Nigel P. Grigg 2 * 1 Transpower, 96 The Terrace, PO Box 1021, Wellington 5026, New Zealand 2 School of Engineering and Advanced Technology, Massey University, Palmerston North 4442, New Zealand *Corresponding Author: N.Grigg@massey.ac.nz, Tel: , Fax: Abstract In this paper we report an innovative organisational approach for integrating elements of Business Excellence models with (and within) Stafford Beer s classic Viable System Model (VSM; Beer, 1972). The VSM has been widely recognised and endorsed for its insights into the nature of organisations and its ubiquitous relevance. Despite its recognition among academics as a powerful and almost universally applicable model, and its proven utility, it is generally poorly recognised outside of academia in comparison with quality management approaches such as Business Excellence Models, lean, six-sigma, TQM or standards-based approaches. Difficulties and barriers to uptake and transfer arise from the VSM s cybernetics provenance, its lexicon and the sophisticated concepts it embraces. The model resulting from this research, which we have named the VS12 model, integrates core processes with VSM and the Baldrige Criteria to achieve rapid stabilisation of the systems and identification of improvement opportunities. We describe the development and partial validation of this approach within an Energy transmission services organisation and propose a structure for documenting effective recursive layers in organisations, based on a maximum number of operational elements of around twelve, each further divided into up to 12 sub-elements. The 12 x 12 matrix is proposed as a convenient, natural, readily applicable heuristic by which the activities of an organisation can be described, visualised, managed and improved. Using an action research approach the researcher participates in, observes and reflects upon, the real-time development and application of the model within the case organisation. Our findings suggest that the resulting model incorporates the VSM s rigour, flexibility and scalability, while displaying a high level of accessibility. The approach also retains the power of VSM to be deployed in descriptive, prescriptive and diagnostic modes. Workers reported that they were more able to get rapidly up to speed in a work role, because their responsibilities and their position in the wider organisation were far clearer than they would have been previously. Management reported that the model had the potential to reduce problems or even resignations deriving from lack of clarity in workers roles. Keywords: viable system model, action research, business excellence

215 PM 2-3/TW-26 A Heuristic Method for Planning Two-Level Fractional Factorial Experiments Using Quaternary Design Tables Jen-Der Day* Department of Industrial Engineering and Management, National Kaohsiung University of Applied Sciences, 415 Chien Kung Road, Kaohsiung 807, Taiwan *Corresponding Author: jdd@kuas.edu.tw, Tel: #7110, Fax: Abstract Graphical aids are most useful for planning two-level fractional factorial experiments that allow un-confounded estimation of all main effects and some specified interaction in a requirement set under the assumption that all un-specified interactions are negligible. Some graphical aids such as Taguchi s linear graphs, interaction graphs, and a graph-aided method have been published, and they are easy to use and visually appealing. However, any graph-aided method becomes impractical due to a large number of graphs and visual complexity when the run size is large. In our earlier work, the geometrical design (or 2 r Hadamard Matrix) was chosen as a standard design matrix for a two-level fractional factorial design. Then, based on the quaternary number representation system for column numbers of a geometrical design, the basic quaternary design table (BQDT) was proposed for planning two-level fractional factorial experiments. In this article, by applying the BQDT, a heuristic method is proposed to solve the un-confounded estimation of all main effects and some specified interaction in a requirement set for planning two-level fractional factorial experiments. The arc welding example with 9 two-level factors and 16 runs is illustrated to compare three methods of linear graph, interaction graph, and our heuristic QDT method. The result shows that our method has minimum aberration. The most important advantages of our heuristic QDT method are ease to use and visually appealing. Besides, there is no need to find all existence designs in advanced like the graphical aids do, hence it can be easily extended to those designs with larger run size. Keywords: fractional factorial design, graphical aid, quaternary design table, heuristic method

216 PM 2-4/TH-11 Reduce Energy Consumption at Autoclave Process Bunsakul Udomlap 1 *, and Sereeviriyakul Vithayavut 2 1 Siam Fiber Cement (Thungsong) Co., Ltd., 58 Moo2, Thungsong-Huayyod road, Teewang, Thungsong, Nakhonsrithammaraj, Thailand 2 SCG Building Material Co., Ltd, 1 Pooncementhai road, Bang-sue, Bang-sue, Bangkok, Thailand *Corresponding Author: udomlapb@scg.co.th, Tel , Fax: Abstract Energy waste of autoclave process was reutilized to reduce environmental impact and to reduce cost. Energy loss was identified by loss tree analysis. Problem of energy waste was solved by problem solving QC story with TRIZ. The system contradiction between energy utilizations and system damage was solved by using various TRIZ principles and tools such as function diagram, separation and 40 innovative principles. Functional diagram was used to analyze the system before and after improvement, showing contradiction and improvement opportunities. Separation in time principle was used to solve physical contradiction by controlling different conditions under different time such as on/off system between components. Various 40 principles were used to solve the problem. Feedback control and dynamicity were used to control the steam and hot water at different condition. Mediator was applied by inserting intermediate components into the system. Moreover, changing properties were used to change pipe material as insulation. The result showed that the energy loss was reduced by 0.02 GJ/ton, saving 0.82 MB/year. Keywords: energy waste reduction, TRIZ, QC story, functional diagram, 40 inventive principles

217 PM 2-5/JP-34 Prediction Cross the Chasm Using Searching Keywords Transitions Takeshi Kanko* and Yu Kikuchi Tokyo City University, Tamazutsumi, Setagaya, Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract Based on Rogers innovator theory, customers adopting innovative new products are divided five groups. These are innovator, early adopter, early majority, late majority, and laggards. The new products are adopted successively. However, there is a deep groove between early adopter and early majority. This groove is named Chasm. Some new products success to cross the chasm, and they are widely adopted in the market. On the other hand, some new products failed to cross the chasm, and they are limitedly adopted in some small market. Before chasm market mainly respects innovative products. On the other hand, After chasm market mainly respects useful and widely adopted products. The product providers should change their marketing strategy of their innovative products when they cross the chasm. This paper shows how to predict Cross the Chasm using searching keywords transitions. Keywords: innovator theory, new products, chasm, internet search

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221 CS 1-1/JP-05 A Study on Satisfaction of an Entire Operation Considering Response Time Oki Noguchi*, Masahiko Munechika and Chisato Kajihara Waseda University, Okubo Shinjuku-ku Tokyo JAPAN *Corresponding Author: o-noguchi@toki.waseda.jp, Tel , Fax: Abstract Recent years have seen the progress of multi-functions through information and communication equipment, such as personal computers and multi-function printers. Thus, scenarios in which users use multi-functional devices are increasing. Then, the response time (RT) occurs for communicating in the functions of information and communication equipment. RT length is indefinite because it depends on the situation in which communication occurs. Therefore, the possibility for user complaints exists, which is why the manner in which users satisfactorily use these functions is important. Therefore, companies that make information and communication equipment to improve usability and must consider users Kansei, i.e., the image or feelings of human beings. RT may be considered in two ways. One way is to devise display contents to prevent users from getting bored, such as animation. The other way is to provide a good impression, such as smooth and comfortable, throughout the entire operation. The latter affects RT occurrences or the effect of RT, indicating a reconsideration of the display contents. However, how to devise display contents for time indefinite RT is unclear. Moreover, how to provide a good impression throughout an entire operation is also unclear. First, we separated the operational process into pressing a button and waiting RT. We understood the language data on user requirements through an interview on the usability of the entire operation and each operational process. We selected Kansei evaluation words for the entire process, such as comfortable through the entire process, and for each operational process, such as first wait is too long. Next, we conducted a survey on the semantic differential method using Kansei evaluation words. Then, we determined two types of Kansei evaluation structures using the data. One type of structure is related to the entire process and the other type is related to the operational process of dissatisfaction. Our analysis enables us to understand how to use the functions satisfactory considering indefinite RT. Keywords: information and communication equipment, response time, Kansei quality, operational process, usability requirement

222 CS 1-2/NZ-02 Improved Integration of Competitor Analysis with Voice of Customer Ratings in QFD Studies Using an AHP-Based Geometric Mean Zafar Iqbal 1, Nigel P. Grigg 2 *, K. Govindaraju 1 and Nicola M. Campbell-Allen 1 1 School of Engineering and Advanced Technology, Massey University Manawatu, Palmerston North 4442, New Zealand 2 Institute of Fundamental Sciences, Massey University, Palmerston North 4442, New Zealand *Corresponding Author: N.Grigg@massey.ac.nz, Tel , Fax: Abstract Quality Function Deployment (QFD) has been used as a product development and process improvement technique in a wide range of fields. In using this tool, practitioners normally rank Voice Of Customer ratings (VOCs) in order to produce Improvement Ratios (IRs) which become the basis for prioritising process / product design or improvement activities. In one matrix of the House of Quality (HOQ) competitors are rated. The method of obtaining improvement ratios (IRs) does not always integrate the competitors rating in a systematic way that fully utilises competitor rating information. This can have the effect of diverting QFD practitioners attention from a potentially important VOC to less important one. In order to enhance QFD analysis, we present a more systematic method for integrating competitor ratings, utilising the geometric mean of the customer rating matrix. In this paper we develop a new approach, based on the Analytic Hierarchy Process (AHP), in which we generating a matrix of multiple comparisons of all competitors, and derive a geometric mean for each competitor. For each VOC an improved IR is derived which - we argue herein - enhances the initial VOC importance ratings by integrating more information about competitor performance. In this way, our method can help overcome one of the possible shortcomings of QFD. We then use a published QFD example from literature as a case study to demonstrate the use of the new AHP-based IRs, and show how these can be used to re-rank existing VOC sto - arguably - better achieve the goal of customer satisfaction in relation VOC ratings and competitors rankings. We demonstrate how a two-dimensional AHP-based geometric mean derived from the multiple competitor comparisons matrix can be useful for analysing competitors rankings. Our method utilises an established methodology (AHP) applied within an established application (QFD), but in an original way (through the competitor analysis matrix), to achieve a novel improvement. Keywords: quality function deployment; geometric mean, competitor ratings

223 CS 1-3/TW-09 What Drives Customers toward Online Brand Community: Experience from 3C Products Iuan-Yuan Lu, Chiasan Chang*, Tsuang Kuo and Ka-Seng Ng Department of Business Management, National Sun Yat-Sen University, No. 70, Lienhai Rd., Kaohsiung City, 804, Taiwan, R.O.C. *Corresponding Author: Abstract This research utilized the design structure proposed by Vivek Madupu (2010) and attempted to understand the motivation behind online brand community participation with Mobile01 members. One hundred and fifty three samples were collected from an online survey to determine whether member discussions would affect their recommendation towards a particular brand s products. Keywords: online brand community, brand community participation, mobile01, integration motivation, enhancement motive

224 CS 1-4/JP-20 Hamburger Packages: Properties for Improvement of Product Evaluation Takatoshi Kai*, Masahiko Munechika and Chisato Kajihara Waseda University, JSQC (Japan), Okubo, Shinjuku-ku, Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract Commodity packaging targeted at general consumers is primarily considered a parameter for determining purchasing preferences. Conventionally, studies have focused on the design guidelines of packages that are aimed at improving the purchasing desire of consumers. However, hamburger packages have never been evaluated as a parameter for determining purchasing preferences, perhaps because they accompany a product after its purchase. In addition, packages need to be specifically designed for improving product evaluation rather than package evaluation, since the latter is the product's accessory. The rationale behind designing a hamburger package is unclear, and they seem to be designed by trial and error. Therefore, it is necessary to understand how properties such as shape and size should be considered to improve product evaluation. In this study, we describe the properties necessary to meet consumers' requirements for improving product evaluation. Thus, we analyzed the relationship between consumer needs and the properties of hamburger packages by using the laddering method. The results of our analysis revealed that the value structure of the hamburger packages is affected by the type of burger. We also reveal the properties that need to be considered when designing these packages. Keywords: hamburger package, value structure, consumer needs

225 CS 1-5/IN-10 Good to Great Ticket CSAT Improvement (A Six Sigma Journey to Set a New Bench Mark in Service Management) Nagesh Agara Munivenkatesh, Rajasekhar Burra* and Patangi Maharaj Kumar Department of Mission Quality and Wipro Way, Wipro Technologies, EC -4, Tower 14, B wing, 71 & 72, Wipro Avenue, Hosur Road, Keonics Electronics City, Bengaluru, Karnataka , India *Corresponding Author: rajasekhar.burra@wipro.com, Tel Abstract Wipro is providing tech customer support service for a leading Cloud Computing, Big Data, Storage & Trusted IT solutions global customer for a decade with 360 relationship (sell to sell with sell for). The tech support services include providing on call support and remote trouble shooting of customer storage devices across the globe which involves technically niche skills and subject matter. Customer measures Wipro s performance for this engagement based on the end user customer satisfaction which is referred as Ticket CSAT. Keywords: CSAT customer satisfaction, Six Sigma methodology, LoB line of business, PSE product support engineer, DMAIC define>measure>analyze>improve>control

226 PC 3-1/JP-11 An Application of Directional Data Analysis to Taguchi's T Method Aya Yoshimura* and Yasushi Nagata Waseda University, Okubo, Shinjuku-Ku Tokyo, , Japan *Corresponding Author: nogod-guren@akane.waseda.jp, Tel , Fax: Abstract Directional statistics is a statistical methodology that deals with data sets that include circular data. The sample space of the circular data is typically a circle or a sphere, so standard methods for analyzing univariate or multivariate measurement data cannot be used. Wind direction is an example of a circular observation; a 24-hour clock can also be treated as circular data. Taguchi s T-method is one of the methods of the MT system. T method is mainly used for prediction, which is applied to the same type of data for regression analysis. Several previous studies have considered single regression analysis for circular data. Jammalamadaka and Sen Gupta (2001) proposed a regression model using connection functions when the predictor variable is circular data and the response variable is linear data. Baba (1980) proposed a single regression model developed from statistics based on the wrapped normal distribution when both the predictor variable and the response variable are circular data. In this paper, we propose a new T-method with referring to Baba s regression model. We show based on simulation study that the proposed method is useful if both the predictor variables and the response variable are circular data. Keywords: MT system, T method, prediction, directional data, circular data

227 PC 3-2/JP-40 A Study on Multivariate Control Chart Using Principal Points Haruka Yamashita 1 *, Shun Matsuura 2 and Hideo Suzuki 2 1 Waseda University, Okubo, Shinjuku-ku, Tokyo, Japan 2 Keio University, Hiyoshi, Kohoku, Yokohama, Kanagawa Japan *Corresponding Author: h.yamashita@aoni.waseda.jp, Tel , Abstract Control charts are methods for informing the abnormality of the monitoring process and have been widely studied. Although the traditional T 2 and multivariate EWMA control charts are known to be positive for detecting shift in process averages, they may not be preferable for detecting other shifts. In this study, we propose a multivariate control chart using principal points. In this method, continuous observations are categorized by principal points and categorized observations are monitored using a categorical chart. We conduct numerical simulations for suggesting the advantage of our method. Keywords: multivariate control chart, categorization, principal points

228 PC 3-3/TW-24 Monitoring of Nonlinear Profile Variations Using Support Vector Machines Pei-Wen Chen, Chuen-Sheng Cheng*, Wei-Shan Peng and Yi-Ting Wang Department of Industrial Engineering and Management, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, Taoyuan, 320, Taiwan, R.O.C. *Corresponding Author: Tel , Fax: Abstract In conventional statistical process control (SPC) applications, it is commonly assumed that quality characteristics can be well characterized by a single measurement from a univariate distribution or multiple measurements from a multivariate distribution. However, in some practical applications, there is a demand in monitoring multiple measurements constituting a line or curve that is referred to as a profile or function. This research aims at monitoring and identifying the changes in a nonlinear profile model. The types of changes include the shift in model parameters and the change in model structure. A support vector machine (SVM) based classifier with selected features is developed to approach this problem. Statistics of cumulative sum (CUSUM) control chart are used to capture the features of profile variations. Simulation studies indicate that the SVM-based pattern classifier with CUSUM statistics as inputs performs better than that of using raw data as inputs. Keywords: nonlinear profile, CUSUM, features, support vector machine

229 PC 3-4/TW-06 The Influence of Measurement System on Process Capability Indices Ching-Wen Chung*, Ya-Juan Chan, Wei-Fu Chang and Chien-Hui Lu Powerchip Technology Corporation, No.12, Li-Hsin Rd.1, Hsinchu Science Park, Hsinchu, Taiwan, R.O.C. *Corresponding Author: Tel ext4987, Fax Abstract Process capability indices have been widely used in the semiconductor industry providing numerical measures on the process performance. However, the performance of a process capability requires valuable data achieved from the qualified measurement system. Without a good measurement system, there is no actual process capability. The purpose of this study is to evaluate and realize how three measurement system indices, GR&R, bias and stability, will impact the process capability Cpk. By knowing the quality of measurement system, we will determine how much of the observed variability is due to the gauge and define the actual Cpk. This study defines Cpk descent rate as the proportion of actual Cpk drop to observed Cpk through measurement system. Previous studies only discuss the relationship between GR&R and process capability; however, other aspects, like bias and stability might also have influence on process capability. This study aims to explore how GR&R, bias and stability influence process capability. Our findings demonstrate bias have obvious influence on Cpk descent rate. The other contribution of this study is that we can provide the suitable MSA criteria by the descent rate we accept. Keywords: measurement system analysis, GR&R, bias, stability, Cpk

230 PC 3-5/KR-07 Graphical Methods for Evaluating Covering Arrays Dae-Heung Jang 1 *, Youngil Kim 2 and Christine M. Anderson-Cook 3 1 Department of Statistics, Pukyong National University, 45 Yongso-ro, Nam-gu, Busan, , Republic of Korea 2 School of Business and Economics, Chung-Ang University, Seoul, , Republic of Korea 3 Statistical Sciences Group, Los Alamos National Laboratory, Los Alamos, NM, USA *Corresponding Author: dhjang@pknu.ac.kr, Tel , Fax: Abstract Covering arrays relax the condition of orthogonal arrays by only requiring that all combination of levels be covered, but not requiring that the appearance of all combination of levels be balanced. This allows for a much larger number of factors to be simultaneously considered, but at the cost of poorer estimation of the factor effects. To better understand patterns between sets of columns and evaluate the degree of coverage to compare and select between alternative arrays, we suggest several new graphical methods that show some of the patterns of coverage for different designs. These graphical methods for evaluating covering arrays are illustrated with some examples. Keywords: covering array, strength, two-way coverage evaluation plot, correlation-based r-plot, two-way coverage evaluation scatterplot matrix

231 PC 3-6/IN-29 Lean Six Sigma Methodology to Design and Validation of Front Axle Support and Front Axle for Tractor (Brazil Market) Sandeep Mannan* Manager, Vehicle Architect Tractor Vehicle Integration, R&D, Mahindra Research Valley, Chengalpattu, Tamil Nadu (India) *Corresponding Author: Tel , Fax: Abstract Front axle is assembled to the front of agricultural tractor by means of a pivot which adapts to control the unevenness of the ground. Drive is transmitted from the drop box of transmission to the front axle by a propeller shaft. Being a structural member, Front Axle Support is mounted on engine which supports front axle to bear the front reaction of a tractor. In nut shell, both components are very critical from design consideration perspective and any deficiency in design may affect the safety, performance and dynamics of a tractor. In order to design these components, lot of engineering parameters need to be considered and optimized to evolve a better engineering output. New front axle and front axle support have been designed and validated by following structured approach of six sigma methodology. Various tools from Six Sigma Methodology of DMADV (Define-Measure-Analyze-Design-Verify) are deployed to design these parts. The tools include Pareto Analysis, VOC, Kano Analysis, Quality Function Deployment (QFD), Measurement System Analysis (MSA), Six Pack Capability Analysis, CAE, Cause and Effect Diagram, Failure Modes and Effect Analysis, Control Charts etc. The disciplined approach methodology of Six Sigma enabled the team to design and develop robust Front Axle and Front Axle Support first time right effectively. Six Sigma approach shows us the path to consider maximum or almost all aspect of engineering input through adherence of DMADV process. With such encouraging result, the team decided to follow this technique for all upcoming new projects in future. Keywords: Six Sigma methodology, design & validation, front axle & front axle support, robust design, easy serviceability & assembly

232 QM 3-1/IN-19 Quality Assurance at Procurement Division of Tata Steel a Cross-Functional Approach Rabindra Kumar*, Amitava Baksi and Sudesh Tiwary Procurement Division, Tata Steel Limited, Jamshedpur , India *Corresponding Author: rabin@tatasteel.com, Tel Abstract Effectiveness and efficiency of value chain of Tata Steel is largely influenced by quality of bought out material and services through our supplier partners. Procurement Division provides necessary contractual support and essential best practices to enable quality buy for Tata Steel. Managing a large supplier partner base, to cater to the varied operational and maintenance requirements of an integrated steel plant, at the right cost, right time and more importantly of the right quality, poses a huge challenge and demands long term sustainable relationship with suppliers. Therefore suitable material and services quality check across the value chain through robust system of vendor management and quality assurance holds the key to success. Tata Steel Procurement division follows a three-pronged quality assurance approach with distinct quality models to strengthen the quality assurance process, namely: (a) 5 step Quality Assurance model for Material procurement, (b) 7 step Quality Assurance model for Services, and (c) Self certification for strategic Supplier partners. All of these are closed loop processes with feedback system including check on Total Quality Management promotion status. The objective is to strengthen the vendor panel of various buy-categories across performance parameters in order to not only meet but exceed the expectations of internal end customers. In addition, suitable feedback and development platform has been developed to nurture vendor partners to the expected performance levels. Deployment of these quality assurance models has not only helped Tata Steel in reducing the rejection of bought out material to a large extent but has also increased the service levels of service providers many times over. The cross-functional approach of quality assessment and feedback between procurement and internal plant customers has led to a win-win situation for vendors as well as Tata Steel. Horizontal deployment of procurement quality assurance practice at all other buying locations of Tata Steel India is also helping in bringing synergies across geographies. Keywords: quality assurance, supplier, material, service, cross-functional

233 QM 3-2/JP-06 Factor Allocation Reflecting the Priority of Interactions to Taguchi s Orthogonal Array Yuhei Yaegaki*, Seiichi Yasui and Yoshikazu Ojima Tokyo University of Science, 2641, Yamazaki, Noda, Chiba , Japan *Corresponding Author: @ed.tus.ac.jp, Tel ext.3824, Fax: Abstract Fractional factorial experiments have been widely used for economically obtaining optimal conditions in various fields. Resolution and Minimum Aberration are well-known criteria to evaluate regular two-level fractional factorial designs. In addition, for non-regular designs, many optimal criteria have been proposed. In general, these criteria select the best design based on the information given by the defining relations of a design under the condition that all factors have same importance. On the other hand, we can consider the situation where experimenters have a prior knowledge about their experiments and know importance of interested factors in their experiments. In this situation, experimenters attempt that the most important effect is not confounded with low-order interactions. In this paper, we propose the factor-word length pattern (F-WLP) which generates the column order to reflect the degrees of importance of effects in the experiment. Further, we study the column structure of Taguchi s L 16 orthogonal arrays using criterion based on the F-WLP, and show the guideline to assign important factors to columns of the orthogonal array. Keywords: design of experiments, fractional factorial design, word length pattern, resolution, minimum aberration

234 QM 3-3/SG-04 The Learning Organisation and its Influence on Quality, Productivity and Risk Roy Rimington* BA(hons) (Business Studies)., PhD (Management Science)., MSQI., MRIMAS., MIIA Exco Member, Singapore Quality Institute, 12 West Coast Walk, West Coast Recreation Centre #02-14/17/17A Singapore *Corresponding Author: Tel Fax: Abstract This paper examines the meaning of a Learning Organisaton (LO) and its influence on Quality, Productivity and Risk. It identifies that an LO is not simply about building capability and competency in a workforce, but as various researchers and writers point out that people are in a continuous search for new and better ways to adapt to change and enhance performance of themselves and the organisation. A learning organisation can be seen as one that seeks to create its own future. A key component of an LO is intelligence gathering and understanding the conditions that prevail in an organisation that might be beset by complexity and transformational change. Underpinning and sometimes undermining the conditions of change are aspects of human capital risk which may either be contributive or be destructive, and where the LO needs to capture not only success stories but mistakes, failures and near misses. Often organisations operate in a fail-safe mode, but the ideally, development of a safe-fail / no-blame culture is encouraged where errors and mistakes are understood and not repeated. A learning organisation is therefore an organisation whose people are in a continuous search for new and better ways to adapt to change and enhance performance for better quality and productivity. Inherent in a learning organisation is an environment that values learning and where inquisitiveness and creativity are a way of organisational life, where there exists an optimistic view of change, and thinking about new possibilities is the norm. Keywords: learning organisation, knowledge, safe-fail, risk

235 QM 3-4/JP-09 Systematization of Countermeasures to Improve Business Continuity of Regional Healthcare in a Disaster Kento Ogawa 1 * and Masaaki Kaneko 2 1 Aoyama Gakuin University Fuchinobe Honcho, Sagamihara-shi Chuo-ku, Kanagawa, Japan 2 Tokai University , Minato-ku Takanawa, Tokyo, Japan *Corresponding Author: c @aoyama.jp, Tel , Fax: Abstract It is necessary for every organization in Japan to address the risks of natural disasters because Japan is a high-risk area. Recently, some local governments have been required to maintain not only a level of administrative services but also the level of medical services that are required when a disaster occurs. However, no previous studies have clarified what kinds of countermeasures for maintaining a level of medical services should be taken by a local government. This study identified important concepts: medical needs to be required when a disaster occurs, medical services delivery capabilities to correspond to medical needs, and the gap between them. The purpose of the countermeasures is to eliminate the gap. From these concepts, we derived five types of countermeasure. For example, Type 4 means that it is necessary to obtain the additional medical resources from the other organizations in this area or other areas in order to improve the medical services delivery capability. Moreover, 15 more detailed countermeasures are clarified by taking into account the medical features of the organization. Finally, we specified the relationship between the measures and medical resources. Keywords: business continuity, disaster countermeasure, disaster prevention plan

236 QM 3-5/TW-12 The Role of Perceived Value on the Mobile Applications Users Wen-Hai Chih 1, Yu-Ping Wu 1 * and Ting-Fang Hsu 2 1 National Dong Hwa University, Hualien, 974, Taiwan 2 Concord Securities Group, 110, Taiwan *Corresponding Author: annywuice@yahoo.com.tw, Tel , Fax: Abstract This study bases on the customers perceived value in the context of using mobile application (App). The aim of this study is to provide the development marketing strategy and product positioning in the future. This study investigates the relationships among satisfaction, trust, affective commitment and calculative commitment. This research adopts structural equation modeling. The results indicate that all hypotheses are supported. Perception value has significant and positive effects on both satisfaction and trust. Both satisfaction and trust has significant and positive effects on affective commitment and calculative commitment, respectively. Keywords: mobile application, perceived value, affective commitment, calculative commitment

237 QP 3-1/TW-18 System as Distinguished Quality Creating the Competitive Advantage-Based on Example of Muji Riyo Hin Co. Lin, Cheng-Kuo* CSQ/QKC, Taipei, 106, Taiwan *Corresponding Author: Tel Abstract Tadamitsu Matsui was promoted from senior managing director to the president of Muji Riyohin Co. on August At that time the company had deficit of 3.8 billion Japan Yuan, but he managed it based on no salary reduction, no people laid off, no size down to the company, and established the system as a standard for execution to combine the result and performance in order to accumulate experiences and thoughts, to exempt from the void of job. According to the excellent result that the company had improved from the situation of deficit at 3.8 billion Japan Yuan to earned revenue of 16.2 billion with 1.86 billion profit in year Tadamitsu Matsui once promoted to the Chairman & Representative Director of Riyohin Kekaku Co. How such process of established system could help their company been revived within several years, the author mentioned some aspects as following: (1) System as Distinguished Quality should be combined function with each department objective. (2) The leadership used the established System as Distinguished Quality to gain thoughts of what customer have and develop new products which meeting their needs. (3) Leadership should analyze the competitiveness of the company then search for proper strategies such as Differentiation or Cost Leadership to gain competitive advantage of product, service, or low cost, high efficiency According to the example of MUJI revival analysis we can come up with following conclusions: I. How to establish System as Distinguished Quality: (4) Propose work manual from bottom up; (5) Let colleagues think about transferring autonomy (6) Benchmark the wisdom and experience of the similar company; (7) Cooperate with customers to get the idea of new product or service. II. How to let System as Distinguished Quality become corporate culture: (1) Each objective should be specific, measurable, attainable, relevant and time-based. (2) The execution of leadership and its team should be determined and never stop; (3) Practice the System as an organizational behavior. Keywords: Muji Riyohin, system, differentiation, corporate culture

238 QP 3-2/TW-30 The Thin Core ABF Development for FCBGA Product Ben Hsu*, Wave Wang and Gary Chen Unimicron Technology Corp., No.179 Shan Ying Rd., Kwei Shan Ind. Park, Taoyuan, Taiwan, 333 *Corresponding Author: Tel ext , Fax: Abstract This paper presents a Six Sigma project conducted at thin core Ajinomoto build-up films (TCA) development for FCBGA (Flip-chip Ball Grid Array) product with 100 um thickness core material. A new FCBGA product is called TCA 100um with 100 um core material is planned to be mass production in Unimicron Technology Corp. from 2015 Q1. There is no gap between TCA 100um products and 200/400um products (HVM already) in material/pattern design rule, but 50% PNL (panel) jam in core and 1st build-up layer of this new product was detected by Roto-Rooter lots. This paper shows how to develop and approach TCA 100um products by using Six Sigma Methodology. First, we define problem by inline scrap data of Roto-Rooter Lots and defect analysis. Then, we use short loop test PNLs to identify the high risk processes for PNL jam issue. We arranged DOEs to check the effects of actions/ideas for medium and high risk processes by using Six Sigma Methodology. We also arranged integrated DOEs to check the actions for PNL jams which have side effects or additional yield loss or not. Finally, the PNL jam defect rate of TCA 100um products is reduced from 50% to 0% and this development experience can be useful to help us in next generation products development. Keywords: IC-carrier, flip chip ball grid array (FCBGA), Six Sigma methodology, thin core Ajinomoto build-up films (TCA)

239 QP 3-3/TH-07 Improvement and Development of Manufacturing Process for Tuna Pocketed Sandwich Supawadee Suyala*, Nongnoy Pongsao and Prasit Phunliaw CPRAM Co. Ltd., Thailand 149 Chalongkrung 31 Road, Lumplatiew, Lat Krabang, Bangkok 10520, Thailand *Corresponding Author: Tel ext. 727 or 735, Fax: Abstract This project aims to improve the quality of tuna pocketed sandwich in order to increase responsive demand and customer satisfaction by voice of customer principle. Moreover, this research also focuses on exclusive manufacturing management system and determines the quality control points affecting regularity. The investigate are divided into four parts: (1) principle of risk management and cause effect analysis (QA Matrix and 4 M Survey) for reach of the process and control point affecting the quality; (2) adopting Industrial Engineering (IE) technique to balance production line in order to become stable line and generate the effectively quality of product; (3) handling Human Resource Management (HRM), Human Resource Development (HRD) and Performance Management System (PMS) as the principles for management and development relate to human resource; (4) using marketing research by focus group methodology for analysis the data in acceptance and purchased decision of customers. The result of the project found that the process was changed from cooking process by heat stirring instead by streaming process obtaining the new recipe for filling lead to improved quality. In addition, improvement the equipment for feed filling is one the advantage for regularity and uniformity of all pockets filling and establishing the manufacturing process control point and monitoring system. The production line balancing could enhance production capacity totally as 26.5% whereas the training system and PMS could effectively develop employee to receive the higher performance appraisal, competency for human and capacity for production. Moreover, this systems could also conceive encourage and motivation for human resource employee. Focus group was found that the new recipe is the most desirable than the other two competitive ones. It has been rated highest statistic significantly (p 0.95). After improvement, the sale order was increased to 0.56 million baht (within 2014). Therefore, this research achieved the target goal and marketed-trend is continuous growing. The demand for selling-order would increase in the future. This is indicate that this project showed the possible method to increase the quality of tuna pocketed sandwich according to not only the requirement of customers, and also the development of efficiently HRM, HRD and PMS. Keywords: tuna pocketed sandwich, risk management, cause & effect analysis, IE technique, performance management system

240 QP 3-4/TH-20 WIP Roof Tile Handling Improvement for Internal Logistic Loss Reduction Whangpitchayasuk Rawit 1 and Sereeviriyakul Vithayavut 2 * 1 Siam Fibre-Cement Co., Ltd (Saraburi Plant). Saraburi, Thailand 2 SCG Building Material Co., Ltd., Bangkok, Thailand *Corresponding Author: rawitwha@scg.co.th, vithayas@scg.co.th Abstract A loss of internal logistic was an important problem of Siam Fibre - Cement Saraburi-Plant. Total loss of Internal Logistic was more than 37 MB/years. Internal Logistic Loss was broken down by process analysis, finding that WIP Handling Process was the highest internal logistic loss. This problem was solved by problem solving QC Story with IE Technique such as ECRS and plant lay out. Job study and spaghetti chart was used to analyze the working procedure and found that there were many handling and redundant process such as curing process. Moreover, there was long distance. The redundant process was solved by eliminate and combine technique. The long distance was solved by rearrange plant lay out. The overall improvement result showed that the internal logistic loss was reduced 2 MB/year or 70,000 US Dollar per Year. Keywords: internal logistic loss, problem solving, IE technique, plant layout

241 QP 3-5/JP-26 Measurement of Contributions Usefulness on the Internet Bulletin Boards Takeshi Kaneko* Tokyo City University, Tamazutsumi, Setagaya, Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract In recent years, the amount of information that is transmitted on the market continues increasing according to spread of the Internet. But the amount of information that can be used by consumers is limited. So difference between the distributed information and the consumpted information is continuously expanding. Consumers make it difficult to find their desired information. This is called information overload. Since it has become difficult selection of useful information caused by information overload, perceived risk has increased. To reduce the perceived risk, reviews by other consumers are said to be useful. In order to reduce consumer perceived in restaurant review sites, purpose of this research is to proposal review sorting system. Keywords: information overload, perceived risk, consumer review, sorting

242 HS 3-1/JP-07 Study on a System to Collect and Analyze Deviation Information in Sponsor-Initiated Clinical Trials Toshiki Tanaka*, Masahiko Munechika and Chisato Kajihara Waseda University, Okubo Shinjuku-ku Tokyo Japan *Corresponding Author: tanaka-toshiki@ruri.waseda.jp, Tel , Fax: Abstract Pharmaceutical companies undertake clinical trials to obtain approval for manufacture and sale. The international standard for conducting clinical trials, Good Clinical Practice (GCP), aims to ensure the safety of subjects and the reliability of data. Therefore, it is essential requirement for pharmaceutical companies to guarantee the quality of clinical trials by conducting them in accordance with these rules. The companies must confirm observance of GCP, clinical trial protocols and manuals to guarantee the quality of clinical trials. However, pharmaceutical companies currently do not have a system for the collection and analysis of information regarding deviation, with a view to reducing it. Therefore, a large degree of deviation frequently occurs. In this study, we first define the scope of deviation, which should be reduced. Subsequently, we identified the measures that need to be undertaken for a system to collect and analyze deviation information, by analyzing deviation information and referring to previous studies. In addition, we conducted surveys on how deviation information is dealt with at a pharmaceutical company and medical institutions. Finally, based on the above, we propose a system to collect and analyze deviation information and discuss the format of the deviation report, which should be used under the system. Keywords: pharmaceutical company, medical institution, good clinical practice, monitoring, human error

243 HS 3-2/KR-19 Application of Functional Safety Standard in Development of Control System for Skid Steer Loader Jae Hak Yoon 1 *, Sungki Kim 1, Hyun Gyoon Seong 2 and Young Min Kwon 1 1 Construction Equipment Control Research Dep t, Construction Equipment Division, HYUNDAI HEAVY INDUSTRIES CO.,LTD., Mabuk-ro, 240beon-gil, Giheung-gu, Yongin-si, Gyeonggi-do , Korea 2 Advanced Technical Development Dep t, Construction Equipment Division, HYUNDAI HEAVY INDUSTRIES CO., LTD., 1000, Bangeojinsunhwan-doro, Dong-gu, Ulsan , Korea *Corresponding Author: greg@hhi.co.kr, Tel , Fax: Abstract Recently, the application of electrical and electronic (E/E) control system for user friendliness and safety has been increased in the construction equipment. Thus, the risks caused by systematic failures and potential malfunctions of the E/E control system should be considered in design process. The design methods according to the functional safety standards have been recommended to reduce these risks because they could not be removed only by the quality control. This paper described the safety design for the control system of Skid Steer Loader by using design & verification methods based on the development process of ISO and ISO The standard for earth moving machinery, ISO 15998, was basically applied to design of the control system. The management process, analysis of safety goals and evaluation are conducted by the standard for automobile (ISO 26262) including state-of-the-art development methods. The control system for Skid Steer Loader is developed to satisfy the functional safety requirements. Furthermore, it is expected that the quality and the reliability of E/E control systems can be improved by using the proposed functional safety design methods for construction equipment as well. Keywords: functional safety, earth moving machine, ISO 26262, ISO 15998, safety integrity level (SIL)

244 HS 3-3/JP-32 Clarification of the Relationship between the State of Elderly and Provided Care to Assist Designing Care Plans Wataru Hasegawa*, Natsuki Sano and Tomomichi Suzuki Tokyo University of Science, 2641, Yamazaki, Noda, Chiba , Japan *Corresponding Author: Tel ext Abstract In Japan, the ratio of elderly people is increasing year by year. Over one-fourth of the population is over 65 years old. As a result, the number of the elderly who need care is increasing and caused long-term care over the year. However, methodology for designing care plan has not been established yet. As a result, care managers design care plans relying on their own experience and knowledge. To make the clear methodology for designing care plans, statistical approach is used. The data contains records of care provided to the elderly. First, we extracted the ability elements from elderly assessment data using the principal component analysis. Second, we extracted care from recording of the provided care. Third, we clarified the relationship between the state of elderly and provided care by using CART. Results of classification tree show that the degree of the care and combination of the care depend a great deal on the abilities of daily living. Finally, we extracted the abilities to determine the details and the degree of care. In conclusion, this study shows that it is possible to contribute to design care plan by grasping the relationship between the type of care provided to the elderly and their abilities. Keywords: long-term care, CART, principal component analysis

245 HS 3-4/JP-41 Developing a Method for Standardizing Rehabilitation Intervention Processes Shogo Kato 1 *, Satoko Tsuru 1, Yoshinori Iizuka 1, Makoto Ide 2, Eiko Nakashima 3, Hiromi Kuroki 4, Kazumi Maeda 4, Akira Shindo 5, Kazuki Miyawaki 5 and Yasuko Hasimoto 6 1 The University of Tokyo, Hongo, Bunkyo-ku, Tokyo, , Tokyo 2 St Mary's Healthcare Center, Tsubukuhonmachi, Kurume-city, Fukuoka, , Japan 3 St Mary's Hospital, 442 Tsubukuhonmachi, Kurume-city, Fukuoka, , Japan 4 Iizuka Hospital, 3-83 Yoshio-cho, Iizuka-city, Fukuoka, , Japan 5 Oguno Hospital, 6416 Oguno, Hinode-cho, Nishitama-gun, Tokyo, , Japan 6 Senri Rehabilitation Hospital, Onoharanishi, Minoo-city, Osaka, , Japan *Corresponding Author: kato@tqm.t.u-tokyo.ac.jp, Tel , Fax: Abstract Rehabilitation is a medical intervention implemented mainly by therapists under the prescription orders of medical doctors in hospitals. It is difficult to standardize rehabilitation intervention processes because they largely depend on individual therapists rather than medicines or instruments, and there are few quantitative clinical indicators. In such situations, there are differences in intervention processes and outcomes between therapists and hospitals. In this study, we aim to develop a method for standardization of rehabilitation intervention processes based on actual clinical data. In our method, we firstly prepare a standard intervention process that could include the differences between therapists and hospitals. Second, we prepare an investigation sheet, which is designed to record information on intervention, outcome, and patient background. Third, we accumulate actual clinical data on the standard intervention process. Fourth, we analyze the accumulated clinical data, based on the evaluation structure designed for the target rehabilitation intervention. Finally, we try to standardize the intervention processes based on the results of analysis among therapists and hospitals. We applied our method to 87 total cases of dysphagia rehabilitation for cerebral stroke patients at three hospitals as the first cycle of standardization, and 130 cases as the second cycle. We thus designed a standard intervention process to record the clinical processes actually implemented in three hospitals. In addition, we obtained findings both on the effects of patient background and on effective intervention which supported the validity of our proposal. Keywords: cerebral stroke, swallowing disorder, speech therapist, clinical pathway, clinical guideline

246 HS 3-5/JP-23 The Design Based on Experimental Data and Multiple Types of Solutions in the Field of Medical Care and Welfare Keisuke Suzuki 1 *, Takenori Takahashi 2 and Sho Kawasaki 2 1 Keio University, 4411 Endo, Fujisawa, Kanagawa , JP 2 Mejiro University, Nakaochiai, Shinjuku-ku, Tokyo , JP *Corresponding Author: keiszk@sfc.keio.ac.jp, Tel , Fax: Abstract This paper discusses the designing based on experimental data in the field of medical care and welfare. We propose a 10-step design approach which is intended for general designs. However, the designing of new hardware products for patients in the field of medical care and welfare has many aspects different from the designing of industrial products in the industrial field. We make a discussion on and a proposal for the consolidation of such points and how to deal with them. In addition, we consider them specifically by taking up an experiment for designing a reacher (a rod-like tool to help patients, etc. manipulate distant objects) that was actually conducted. To obtain the four types of solutions (Experimental-point solution, Lattice-point solution, Interpolated solution, Extrapolated solution) is very important. All of them should be obtained from the same experimental data. Because experiments cannot be conducted many times for the design based on the experimental data in the field of medical care and welfare, experimental data should be fully utilized once collected. And it is important to consider the possibility of extrapolated solutions. This paper aims to consolidate and propose the above-mentioned contents, introducing implementation methods by using a reacher design example. Keywords: experiment in medical care and welfare, new hardware design, extrapolated solution, reacher design

247 PM 3-1/TH-18 The Signature Product Creation through Marketing Tools Mixing Process Teeranoot Opapongpun*, Tawanna Varapirom and Chatchai Sanguanwong CPRAM Co., Ltd. 149 Chalongkrung 31Rd., Lumplatiew,Lat Krabang, Bangkok 10520, Thailand *Corresponding Author: Abstract The market capacity of bakery industry in 2014 was estimated to be worth nearly 25,000 Million baht and fierce competition inside the industry is unavoidable. Moreover, the sales of convenience stores in early of 2015 significantly dropped which inevitably affected the performance of CPRAM, the packaged bakery supplier who mainly distribute his products via convenience store, 7-Eleven. Since creating a signature product that the customer can easily recognize of provider s brand is a strategic alternative that many companies decide to pursuit in order to gain competitive advantage even such an alternative requires excellent marketing supports from product development, starting with product concept designing from information of VOC and market trend analysis, up to sales promotion, CPRAM decided to develop an effective marketing process to create a signature product, Banana Cup Cake. CPRAM had applied several of marketing tools in order to develop the effective marketing process for promoting Banana Cup Cake as a signature product. Starting with industry analysis and product portfolio analysis to figuring out the potential market portion, then CPRAM spotted banana cake portion. VOC and customers pain analysis has been conducted to discover the commercial opportunity; price worthy products is the most crucial value that the customers concern. Advantage area and strategic canvas had been analyzed to generate product s unique selling point (USP) to differentiate the product from other competitors, so CPRAM selected cost leadership strategy. Supply chain management and LEAN had also been applied in order to achieve the cost competitiveness, according to the product s USP. CPRAM also conducted product evaluation to make sure that the product would match with the consumers preference. The mutual sales objectives had been set up between CPRAM and the channel distribution, convenience store, to assure that the sales would reach the target. Only 6 months after launching, Banana Cup Cake achieved a successful result in perspectives of sales and customers satisfaction and has become a signature product of CPRAM. Keywords: signature product, VOC, USP, cost leadership, supply chain management

248 PM 3-2/JP-38 Weakly Monotone Policies for Deteriorating Systems with Multiple Dependent Units Lu Jin*, Tomofumi Uwano and Kazuyuki Suzuki University of Electro-Communications, Chofu-shi, Chofugaoka1-5-1, Tokyo , Japan *Corresponding Author: Tel. /Fax: Abstract Advances in technology have led to systems becoming huge and complex with several different units. Breakdowns of such systems are usually due to the deterioration of one or more units. This study focused on the optimal maintenance decision policy for a deteriorating system consisting of multiple units for which the deterioration rates are assumed to be different and independent. The decision-making problem is formulated as a Markov decision process. The properties of the resulting optimal decision policies are investigated, and a set of sufficient conditions for a weakly monotone policy to be optimal are provided. Furthermore, the obtained result can be extended to the decision-making problem for systems consist of general multiple units. Two numerical examples are presented to show that a strictly monotone policy that intuitively seems natural and reasonable may not be the optimal one. Keywords: decision-making problem, Markov decision process, strictly monotone policy, weakly monotone policy, stochastic increasing

249 PM 3-3/TW-32 Using the New Design Rule on Slot Hole in Mechanical Drilling to Improve Drilling Cycle Time and Cost Chin-Yao Shin*, Shian-Tang Chang, Rpow Wu, Ching-Chi Lee and Yi-Yen Tsai Unimicron Technology Corp., No.179 Shan Ying Rd., Kwei Shan Ind. Park, Taoyuan, Taiwan, 333 *Corresponding Author: Tel ext , Fax: Abstract Technology for consumer electronics is currently advancing at on unprecedented pace. With mobile communications, we've moved on from cell phones to smart phones, and consumers have come to expect more from their phones as a result. Making and taking calls is no longer the bare minimum when it comes to mobile devices. They must now also be capable of web-browsing, taking photos, and helping us with our work. Smart phones are now a necessity in our lives. To satisfy the needs of customers who want to use a wide variety of functions on their smart phone, the maximum utilization of limited PCB (Printed Circuit Board) area is one of the critical design concepts. More and more phone companies design the PCB edge to be plated which is used for spring contact or RF (Radio Frequency) shielding, to eliminate area waste. Also in order to insure a stable connection, the edge plating qualities such as length and evenness is important to PCB. Manufacturers muster spend more time on drilling process, leading to higher costs. In this paper, we ll introduce how to define the mechanical drilling design rule for producing higher quality in better drilling cycle time. This method had successful reduced the drilling cycle time significantly by 21%. Keywords: PCB (printing circuit board), mechanical drilling, round edge plating, drilling cycle time, slot hole

250 PM 3-4/TW-36 Using Clustering Analysis and SN Ratio to Classify Quality Attributes in the Kano Model: An Empirical Study Li-Fei Chen 1 *, Wei-Chia Huang 2, Dimitri Cayard 2 and Chao-Ton Su 2 1 Department of Business Administration, Fu Jen Catholic University, No. 510, Zhongzheng Rd., Xinzhuang Dist., New Taipei City, 24205, Taiwan, R.O.C. 2 Department of Industrial Engineering and Engineering Management, National Tsing Hua University, No. 101, Section 2, Kuang-Fu Road, Hsinchu City, 30013, Taiwan, R.O.C. *Corresponding Author: @mail.fju.edu.tw, Tel , Fax: Abstract Service and product quality have the most significant and direct impact on customer satisfaction. However, customers have different impressions on various services or product quality attributes. Therefore, it is essential for enterprises to fully understand the quality attributes of their service or products. The concept of Kano s two-dimensional model evaluates quality attributes with the asymmetric and nonlinear relationship. Classifying quality attributes in the Kano model with typical satisfaction data is another issue that people keen to know. The main objective of this study is to identify the quality attributes in the Kano model with the relationship between the attribute performance and customer satisfaction. This study applied the clustering analysis and signal-to-noise ratio to determine the quality attribute of service or product characteristics in the Kano model. First, the related data were collected and the similarities of attributes were calculated. Second, the thresholds to group the attributes were defined. Finally, the signal-to-noise ratio of each attribute was computed and the quality attributes were identified. The proposed approach was validated using data collected from a food and beverage industry. The result shows that the proposed approach performs better than the regression methods and the other methods. Keywords: service quality, customer satisfaction, Kano model, clustering analysis, quality attribute

251 PM 3-5/IN-15 Improved Pellet Property as a Differentiator in Hot Metal Production Brati Sankar Bandyopadhyay*, Kapil Modi, Indrajit Paul and Alok Sharma Tata Steel Limited, Jamshedpur, Jharkhand, , India831001, India *Corresponding Author: brati.sankar@tatasteel.com, Tel Abstract In order to meet demand for increasing agglomerate burden in Blast Furnaces and for extending mine life, under 3MTPA expansion project of TATA Steel, the 6MTPA Pellet Plant was built up at Jamshedpur works. The plant was built up for a rated capacity production of 18192tpd pellet, with expected pellet quality of > 250Kg CCS, >92% TI, <5% AI and < 3% internal fines generation. Post plant commissioning in FY 13, failure of furnace sealing system and several process related issues led to the deterioration of all the product quality parameters and higher internal fines generation to the extent of: Avge. Cold Crushing Strength :194 kg, against customer (Blast Furnace) requirement of > 220 kg Avge. Tumbler Index : 90%, against customer requirement of > 92% Avge. Abrasion Index : 8.5%, against customer requirement of < 5% Avge. Internal Fines : 6%, against designed value of <3% All the above factors contributed towards bringing down the plant productivity to 17 T/M2/Day against the designed value of 23.7 T/M2/DAY, which in turn resulted in to shortfall of Pellet Supply to blast furnaces and affected its performance. FY 14 and FY 15 was a challenging period to improve the Pellet property and increasing its share in Blast Furnace Burden. Through several improvement measures like, Introduction of thermo car Optimizing process parameters, like furnace temperature, flux and solid fuel addition Restoration of furnace sealing system Stability to plant operation was brought and pellet quality and plant productivity got improved in FY 15to the extent of, Avge. Cold Crushing Strength : 230 kg Avge. Tumbler Index : % Avge. Abrasion Index: 3.90% Pellet Swelling Index : <16% Avge. Internal Fines: < 1% Avge. Productivity : 24.0 T/M2/DAY Improved quality and enhanced productivity enable to increase Pellet share in Blast Furnace burden from average of 30% to the level of 40% and the result got reflected in their performance, in terms of productivity and coke rate. Keywords: pellet quality, process optimization, plant productivity, blast furnace burden

252 PM 3-6/TH-09 Maximize MOR of Specimen Ceramic Tile by Using the Dummy Screening DOE with Torture the Data Technique Bunditcheewakul Nattawut 1 *, Akaradechdachachai Nipapun 1, Lertsirimongkolsuk Surasak 2 and Sothornprapakorn Somsak 2 1 Thai Ceramic Roof Tile Co.,Ltd., Saraburi, Thailand 2 SCG Center of Excellence and Sustainability Development, Bangkok, Thailand *Corresponding Author: nattabun@scg.co.th, Tel , Fax: Abstract The Modulus of Rupture (MOR) is an important characteristic in ceramic roof tile. In this study, about increasing the MOR as high as possible, by optimize the ceramic body formula that comprises of 12 mixtures. The Dummy Screening Design of Experiment (DOE) technique which reduces the number of experiments to only 12 experiments was used to determine and optimize the factors that affect MOR of the specimens significantly. The Dummy Screening DOE technique with Torture the data technique was used to identify the optimal ranges of %Body, %Chamott, %P-KJ, %C-IB and %U-th in composition, to maximize MOR and optimum cost. Optimal ranges of significant factors were identified and confirmed in Laboratory. Keywords: screening DOE plackett-burman, torture the data technique, DOE for mixing composition

253 ANQ Congress 2015 TAIPEI Parallel Session IV

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255 CS 2-1/VN-03 Enhancing the Value Chain of Exporting Agricultural Products in the Vietnam s Southeast Focus Economic Region (SOFER) Pham Chau Thanh, Vo Phuoc Tan* and Pham Xuan Thu College of Foreign Economic Relations (VSR), 287 Phan Dinh Phung St, Ward 15, Phu Nhuan Dist, HCM City, Vietnam *Corresponding Author: vo_phuoctan@yahoo.com, Tel Abstract The Southeast Region of Vietnam is considered the focus economic region with dynamic development, the growth of economy to be high and sustainable, taking the lead in the industrialization and modernization, and leading economic development of the whole country. Lying the region as a bridging role for Mekong Delta and Central Highlands region, the Southeast Region is leading the development of a number of important sectors, and contributing to improve the quality, efficiency and international competitiveness and incentive for social-economic development of the country. Researching to enhance the value chain of exporting agricultural products in the Southeast Vietnam focus economic region is to help change views of agricultural production aiming to consumer market of agricultural products before carrying out production and business. Besides, the study will help to show the needs of the market and thereby to enhance the efficiency of management in production and business, and determine the level of investment and support to enhance the value chain of the value chain of exporting agricultural products of the region. The research results also suggest the particular solutions to remove difficulties in the formation of the value chain to ensure that exporting agricultural products of the region to meet the needs of the exporting market and set up the value chain towards sustainability. Keywords: value chain, exporting agricultural products

256 CS 2-2/TW-08 Customers Perceived Quality of Low-Cost Airlines Iuan-Yuan Lu, Jian-De Lu*, Tsuang Kuo and Yueh-Hsiang Wang Department of Business Management, National Sun Yat-sen University, 70 Lianhai Rd., Kaohsiung, 804 Taiwan, R.O.C. *Corresponding Author: Tel Abstract The low-cost airline market, so called as Low-cost Carrier (LCC), is competitive in recent years. In 2015, there are at least 13 companies which run LCC business in Taiwan. Compared with traditional airline travel, the most important feature for LCC is the low price ticket. However, the argument of service quality is continuous in mass media. This research explored the factors of low-cost strategy and clarified the operation of LCC market and the differences with the traditional airline market. Based on the structure of Service Quality Model (SERVQUAL, Parasuraman et al, 1988), this research attempted to identify the customers perceived quality and find out the factors which support LCC market. This research adopted convenient sampling for survey and analyzes data by descriptive statistics and regression. 218 samples were collected from the passengers who travel from 1 to 4 hours between airports in Taiwan. This research found that (1) the main reason for the existence of LCC market is customer loyalty, (2) the business strategy can be to remove non-essential needs of passengers in order to reduce cost, and (3) the customer does not feel lower reliability than traditional airline market. The future research could include the passengers who travel by the international and long distance airline. Keywords: low-cost airline, service quality, customer loyalty

257 CS 2-3/TH-17 Tailoring Logistics Solutions Design to Enhance Customer Competitiveness Wutthiphat Inala, Boonchoo Techanarungroj* and Supeeres Rujivanitkul SCG Logistics Management Co., Ltd. 1 Siam Cement Rd., Bangsue, Bangkok 10800, Thailand *Corresponding Author: boonchot@scg.co.th, Tel , Fax: Abstract SCG Logistics Management (Laos) Co., Ltd. (SCG-L LA) is established since 2013 to expand logistics business in Laos PDR. One of its three main missions is to develop cross border trades between Thailand and Laos PDR. The obstacles, which all logistics service providers of cross border transportation have encountered, are long process times of custom clearance, easily-damaged product due to the long distance travelled, privilege taxes application, and unfamiliarity with related laws and regulations. Eliminating and alleviating these obstacles will increase customer s competency and competitive advantage. Due to its long experience in domestic and cross border transportation, SCG Logistics Management has applied knowledge and expertise to attract new customers by offering one stop services and eliminating obstacles of cross border transportation. For instance, customer C has faced difficulties for transportation of finish goods from Thailand to three districts in Laos PDR; Vientiane, Savannakhet, and Pakse. These difficulties include being unknown with privilege taxes application, and high transportation cost resulted from outsourcing to only one logistics services provider. SCG-L LA has applied Total Quality Management (TQM) approach to increase customer s competency beginning with Market in concept to truly understand customer s needs. The results of the analysis indicate that customer C needs to focus on efficient logistics management in order to reduce transportation cost and improve service level. Process Failure Mode and Effects Analysis (P-FMEA) has been applied to efficiently design internal and external processes to meet such customer s needs. The result of the process re-design by implementing P-FMEA can be summarized in 3 aspects as follows; Tax privileges, new cargo arrangement on truck and waiting time reduction in supply chain. As a result, customer C can now reduce import tax from 10% to 3%, increase cost efficiency and improve sales planning accuracy which leads to better service performance. Keywords: supply chain management and logistics, cost efficiency, market in, PDCA, failure modes and effects analysis (FMEA)

258 CS 2-4/TW-04 The Influence of Service Quality and Brand Awareness on Customer Satisfaction and Loyalty - An Example of Calibration Laboratory Ching-Chin Chen 1, Ping-Lung Huang 2 *, Ching-Lung Chang 2 and Ling-Long Ye 2 1 Department of Systems & Services Certification, SGS Taiwan Ltd., 4F, 125 Wu Kung Road, Wuku New Taipei Industrial Park, Wu Ku District, New Taipei City 24886, Taiwan, R.O.C. 2 Department of Business Management, Fu Jen Catholic University, 510 Chung Chen Rd., Hsin Chuang District, New Taipei City 24205, Taiwan, R.O.C *Corresponding Author: ray499@gmail.com, Tel (0) Abstract The main purpose of this study is to explore how service quality influences customer satisfaction and loyalty in calibration laboratories. The specific scope of calibration laboratories is selected as the majority of extant studies investigate general service industries, e.g., the car services industry or hospitality industry, while calibration laboratories provide business-to-business services. Specifically, often different factories or production lines make the various parts of a product that are later combined through a final assembly process. This requires strict adherence to measurement standards and the revision of any instrumental error values in good time, otherwise great damage or large incurred costs may result due to mismatched parts. Enterprises thus rely on instruments that provide precise measurements to monitor and ensure product quality throughout the phases of product design, development, and manufacturing. The error margin of measurement instruments usually increases along a horary function. Thus, to ensure the accuracy and reliability of the operation of the measurement instruments, and thereby the consistency of product quality, these instruments must regularly be serviced by a calibration laboratory. At present, calibration laboratories face highly competitive and fast changing environments. It is therefore imperative that they establish lasting competitive advantages in the market in order to not only maintain long-standing relations with existing customers, but also to further expand their customer base. Based on the findings in this study, we can conclude that in order for the case calibration laboratory to do this, and thereby sustainably increase their profits, they must improve service quality and strengthen their brand awareness in order to achieve high levels of customer satisfaction and thereby customer loyalty. Specifically, we find that service quality has a direct and significantly positive impact on customer satisfaction, and that brand awareness increases the effect of this positive relationship. We further find that customer satisfaction has a direct and significantly positive impact on customer loyalty. Keywords: service quality, customer satisfaction, brand awareness, customer loyalty, calibration laboratory

259 CS 2-5/JP-31 Meeting for Daily Management in Disaster Base Medical Center Sano Masataka 1 *, Sakata Hitomi 2 and Kajihara Chisato 3 1 Tokyo University of Science, 1-3 Kagurazaka, Shinjuku-ku, Tokyo, Kawaguchi Municipal Medical Center, 180 Nishi-Araijuku, Kawaguchi, Saitama, Waseda University, 3-1 Okubo Shinjuku-ku, Tokyo, *Corresponding Author: mo3@mo3.jp Abstract Daily management is one of component of Total Quality Management. It is important for medical institutions to ensure high quality of healthcare service. To ensure the quality of healthcare service it is necessary to build a PDCA (Plan-Do-Check-Act) cycle and structure the daily management for the continuous improvement. There are some literatures to propose the method of deriving control items and concrete list of items. Although, it is not clear what kind of difficulties in promoting daily management in healthcare services. In this paper, we held some meetings individually to see the progress of daily management especially focusing on the data collection and the observation. As a result, managers in hospitals tend to have problems of observing the current situation carefully. In order to overcome these difficulties, individual meetings seem to be effective. Keywords: healthcare quality, daily management, control point

260 PC 4-1/JP-45 Multifaceted Evaluation of Supersaturated Designs Tomohiro Nakajima* and Hironobu Kawamura University of Tsukuba, 1-1-1, Tennodai, Tsukuba-shi, , Japan *Corresponding Author: Tel , Tel Abstract Experimental design is one of the statistical techniques which are used in the field of quality control. It is used when we want to know relations of result which we want to intend for and the factors considered to influence it. It is a fractional factorial design that is used when there are many factors considered to influence result. Recently, many supersaturated designs have been studied. They are the experimental designs which can be assigned more factors than numbers of run. They are expected as technique to narrow down the factors which have effect from many factors. The thrusts of the previous studies are to structure designs and to analyze designs. Each constitution methods are evaluated absolutely particularly. Therefore, nobody evaluate proposed designs by some index. This paper examines some supersaturated designs proposed by preceding studies using some index. This paper shows selection guide that which constitution method should be used Keywords: experimental designs, screening designs, orthogonality

261 PC 4-2/TW-11 Judgment and Improvement for Non-Normal Process Capability Index of Semiconductor Production Jui-Chen Wei, Jyun-Da Wu, Shih-Tsung Hsiao and Yu-Sheng Huang* Department of Quality Planning & Control, Powerchip Technology Corporation, No. 12, Li-Hsin Rd. 1, Hsinchu Science Park, Hsinchu, Taiwan, R.O.C. *Corresponding Author: Tel Ext: 4983, Fax: Abstract In the manufacturing industry, the evaluation and improvement of yield will directly affect the company's competitiveness and productivity. In order to enhance the company's profitability, the process capability assessment has become a very important indicator of a project. Traditionally, the process capability index is applicable to the data which belong to normal distribution. When data did not belong to normal distribution, it is high risk to misjudge the process capability and not to take timely improvement action. Building the classification table of the semiconductor product is important for our fab to effectively estimate the process capability whose data are from normal or non-normal distribution. In this paper, the analysis process method for non-normal distribution is as following: Step1: To determine if the data belong to normal distribution or not? Step2: If the data do not belong to normal distribution, find the corresponding statistics for the distribution to estimate process capability index. Step3: Find the corresponding value of the NPL ratio value and build process capability classification table. According to this procedure, the analysis process method is applicable to all semiconductors manufacturing process information. According to the process characteristics, we can find out the information distribution and corresponding process capability index estimation. It could be reduce the subsequent derivative losses that caused by process capability is overvalued or undervalued. When the process occur abnormal events, we could fix the alerts more accurately and promptly. It will fully utilize the SPC early warning function that allow factory immediate early to handle the abnormal case and enhance its productivity. Keywords: non-normal distribution, process capability index, Cpk, skewness

262 PC 4-3/JP-12 Detection of Change Points in Panel Data Based on Bayesian MT Method Takumi Enomoto* and Yasushi Nagata Waseda University, Okubo, Shinjuku-ku Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract Panel data are a sort of multi-dimensional time series data that consist of several sets of the observation unit as an identical community over time. Panel data include more information than time-series data or cross-section data. Using panel data, we are able to estimate more accurately, increase degrees of freedom, and avoid multi-collinearity. If a possible change point is detected in panel data, the panel data are divided at the change point and the estimation of some parameters can be more precise. However, detection methods for change points in panel data have not been extensively proposed. Therefore, in this paper, we propose a detection method for change points in panel data using the Mahalanobis Taguchi (MT) method. As the MT method does not assume panel data or time-series data, we must extend the theory of the MT method. Furthermore, when the number of samples is small, it is difficult to estimate the covariance matrix precisely. In this paper, the MT method is extended using Bayesian inference to resolve the above-mentioned difficulties. Conducting Monte Carlo simulations and a real data analysis, we show that our proposed method is useful. Keywords: MT method, Bayesian analysis, panel data, change point

263 PC 4-4/TH-12 Reduce Ethylene Loss at Methane Distillation Tower by Multiple Regression and Optimization Technique Sittitep Kitikun* SCG Chemicals Co, Ltd. Rayong, Thailand *Corresponding Author: Tel Abstract To reduce yield loss of the main product Ethylene and to ensure the process stability after adjusted significant variables, process control theories and statistical methodology were studied. Start with distillation process, Mix-hydrocarbon flow to methane distillation tower, 1 st separation process in olefins plant. This process is very sensitive with temperature, we must control within its range. If temperature is too high, ethylene will distillated into methane which means yield loss. If temperature is too low, ethylene will off spec. On that time, the temperature was too high. So, we needed to fine the new optimal point to reduce yield loss because of high temperature. More than 30 parameters were list up to create path diagram to analyze the multicollinearity. The multicollinearity solved by manufacturing technical knowledge such as eliminated and combines technique. Then, test with VIF and continue adjusted the parameter to verify that all multicollinearity gone. Therefore, quadratic term and interaction term were checked to firm the multiple regression models is more accurate. The model was created with 95%CI. After that, optimal ranges of significant factors were identified. These new variable values were confirmed with operation range to avoid their risk and countermeasure was set before implemented. At the last step each variable was adjust little by little and hold its level to confirm the effect. The improvement result showed that ethylene yield loss was decreased 20%. Keywords: path diagram, multicollinearity, optimization, multiple regressions

264 PC 4-5/TH-06 Improve Belling Pipe Process Performance Rate with DOE, Optimization and Tolerance Design Technique Orathai Wongchang 1 * and Surasak Lertsirimongkolsuk 2 1 Department of Quality Assurance,The Nawaplastic Industries (Saraburi) Co.,Ltd.,Saraburi, Thailand 2 SCG Center of Excellence and Sustainability Development, The Siam Cement Public Company Limited, Bangkok, Thailand *Corresponding Author: orathawo@scg.co.th,tel , Fax: Abstract The bell end pipe performance rate is lower than performance standard rate. After analyze the process found that belling process is bottom neck. In this study, to improve performance rate, the belling cycle time should be lower than present by optimize the parameter that comprises of 4 parameters, heating time, heating temperature, cooling time and pipe thickness (unstable factor) which there should be no side effects to quality level. The design of the experiment (DOE) with covariate to deal with the unstable pipe thickness factor is used to analyze the effect and find out the optimal condition of each parameter. From the experiment we found heating temperature, heating time and pipe thickness are affected to belling cycle time and quality level, in order to control quality level within specification and minimize heating time to improve performance rate we use the techniques taking the advantage of quadratic term to find out the condition that make the quality level robustness and use tolerance design technique to identify optimal range of significant factors to ensure that be able to control the quality level within specification. Then production run is confirmed. The improvement result showed the belling cycle time reduces from 18.5 to 15.5 second that help performance rate increased from 75% to 95%. Keywords: DOE with covariate, taking the advantage of quadratic terms, tolerance design, PVC pipe, performance rate

265 QM 4-1/JP-10 Study of Model Evaluation Method and of Selection Method of Tuning Parameter in Lasso Tatsuki Inoue* and Yasushi Nagata Waseda University, Okubo, Shinjuku-ku Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract High-dimensional data sets have been used extensively in recent years. However, their use is expensive, and model features are difficult to capture. Thus, it is necessary to construct a simple and appropriate model. The least absolute shrinkage and selection operator (Lasso) can estimate several regression coefficients as exactly zero, making it possible to estimate a model and select variables at the same time. However, several problems exist. The decision procedure for the tuning parameter, which is the coefficient of the penalty term, is not established, and it is difficult to determine the value of the estimated model. In this paper, we consider a model evaluation method and a selection method for the tuning parameter. We investigate selection methods for the most appropriate tuning parameter and model evaluation methods using the model evaluation indexes RSS, AIC, BIC, and Mallows s Cp. Let several regression coefficients be zero and vary the number of zeroes. Then, we observe the performances of the evaluation indexes. Furthermore, we observe their performances when the values of the regression coefficients are close to zero and confirm them by simulation. Keywords: lasso, tuning parameter, evaluation method, model selection

266 QM 4-2/KR-24 Design of Experimental Simulation Model for Improving the Quality and Effectiveness in UGV Research and Development Jae-Yeong Lee 1, Sung-Min Bae 2, Jun-Soo Kim 1, Sun-Woo Shin 1 and Chong-Man Kim 1 * 1 Myongji University,116, Myongji-ro, Cheoin-gu, Yongin City, Kyunggi-do, , South Korea 2 Hanbat National University, 125, Dongseodae-ro, Yuseong-gu, Daejeon, , South Korea *Corresponding Author: chongman@mju.ac.kr Abstract The purpose of this study is to design an experimental simulation model for evaluating the UGV (Unmanned Ground Vehicle) effectiveness in a battlefield to improve its quality during research and development. We design and build a simulation model to evaluate the combat effectiveness of UGV in a small unit combat scenario. We build a model using Any Logic software tool which has functional advantages to describe agent-based simulation model. As for the combat scenario, we applied the typical engagement of mechanized unit equal or lower than battalion level. Analysis process follows the three phases. 1) Design an agent based conceptual model in a small unit combat scenario. 2) Build a simulation model using Any Logic tool. 3) Analyze the simulation results and evaluate the UGV effectiveness. To get the results, the UGV effectiveness was measured and presented as a numeric values. Those numeric values were represented as a MOE (Measure of Effectiveness) which was the blue survival ratio. We also found how UGV effectiveness grows in the given scenario as the number of UGV increases. Keywords: quality and effectiveness, simulation model, measure of effectiveness

267 QM 4-3/KR-25 A Study for Standard of Koreanization of Chinese Kuk Kim* Seokyeong University, Seonbuk-gu, Seoul, Korea (South) *Corresponding Author: kimkuk99@daum.net, Tel Abstract Pinyin ( 拼音 ) is the phonetic system for transcribing the pronunciations of Chinese characters into the Latin alphabet. It is the standard of Romanization of Chinese. It is used in foreign publications to spell Chinese proper nouns (without diacritic markers) and it is used as an input method to enter Chinese characters into computers. Many forms of Koreanization of Chinese (KOC) were studied and suggested. KOC is useful to Korean people to transcribe Chinese characters. It is useful to learn Chinese and may be useful as an input method to enter Chinese characters into computers for Korean people. In this paper, we studied principles to approach the standard of KOC, considering Korean writing systems. Keywords: Koreanization of Chinese, pinyin, transcription, standard

268 QM 4-4/TW-17 Operating a Virtual Organization (QKC) to be Effective Sheng-Pin Kuan* CSQ/QKC, Taipei, 106, Taiwan *Corresponding Author: pin12345@.ms5.hinet.net, Telephone: , Fax: Abstract This is an active and still progressive program. Quality Knowledge Community (QKC) is organized by a group of members of Chinese Society for Quality (CSQ) voluntarily, the reason why we call QKC is a virtually organization, it is an informal organization in CSQ; it hasn t any obligation for anybody; its members come from different educational level, experience, age, job position, geographic; it was stem from QCRG which was a seminar group had been active for 30 more years. We have seminar twice a month. In addition, we communicate on the knowledge websites: com/pages/qkc, article try to depict how can QKC operate such kind of virtual organization from the stage of forming, storming, norming, to performing. First, we clarify our visions, missions, goals and strategies. Then we utilize technology roadmap methodology to develop short term, medium term and long term plan of QKC, we name it: QKC Roadmap 2014~2023. We deploy annual plan refer to the roadmap and check it quarterly, and then we build a living mechanism to assure QKC Roadmap 2014~2023 running effectively, we call it: A Time Stamped PDCA. Keywords: quality knowledge community (QKC), Chinese society for quality (CSQ), technology roadmap, PDCA

269 QM 4-5/TH-21 Zero %Lock from Split Surface Problem Ruenganupong Kamonmate 1 *, Fongthanakit Natapong 2, Komema Siwat 1, Nuchapong Bundit 1, Payakapon Voradet 1 and Jaturapatarapongse Pipat 1 1 The Fiber-Cement Products Lampang Co., Ltd. Lampang, Thailand 2 SCG Building Material Co., Ltd., Bangkok, Thailand *Corresponding Author: kamonmar@scg.co.th, Tel , Fax: Abstract %Rework from split surface is the important problem of The Fiber-Cement Products (Lampang) Co., Ltd. (FCL) which impact First throughput rate, Product Cost Loss and Production Control Loss. This problem has been solved by Problem solving QC story as well as various quality tools such as MSA, Multi-vari chart and multiple regressions. MSA had been applied to confirm that our measuring system was acceptable. QA-QM Matrix was used to check all basic parameters and restore them. Multi-vari chart was used as an observation tool which found that variation of split surface depends on date and operation-time. Multiple regressions with interaction and quadratic relationship were applied to build statistical model to identify significant factors. The result from multiple regressions was used to optimize the process parameters. Moreover, we applied soft side management to optimize the solution and increase working efficiency. The overall improvement was implemented and the improvement result show that %rework from split surface was reduced from 10% to 0%, saving cost 1.2 MB or 0.04 million US dollars and reduce opportunity loss 14 MB or 0.45 million US dollars per year. Keywords: fiber cement, problem solving, MSA, multi-vari, reversed hypothesis test, multiple regression, split surface, soft side management

270 QP 4-1/JP-25 A Study on the Relationship between Wood Drying Level and Its Workability and Color Norio Irikura* and Masanori Sadanari Polytechnic University, Ogawa-nishimachi Kodaira Tokyo, , Japan *Corresponding Author: irikura@uitec.ac.jp, Tel , Fax: Abstract Some professional woodworkers have said that wood treated underwater stock is most suitable for construction of wooden house. That is because workability (hand plane working, sawing and chiseling) and color tone are excellent compared with kiln dried wood. In this paper, the authors discuss a quantitative analysis on the workability and the color in respect to Japanese red pine, cypress and chestnut treated underwater stock and their kiln dried wood. As the result, the workability and the color tone have tended to be better as reduction of moisture content without nailing. The kiln drying wood is equal or below in workability compared with the wood treated underwater stock, and is inferior to the color tone. Keywords: wood treated underwater stock, kiln drying wood, moisture content, wood workability, color tone

271 QP 4-2/KR-14 Extracting Essential Components of Product Liability Response System Using Delphi Method Jun-Hyeok Seo and Sung-Min Bae* Hanbat National University, 125 Dongseodae-ro, Yuseong-gu, Daejeon , Korea *Corresponding Author: Abstract PL (product liability) response system is an enterprise-wide system that prevents company s financial loss due to PL-related accidents. Existing studies on PL response system are mainly focusing on preventive and/or defense strategies for the companies; however, it is difficult to find studies to organize and/or operate a PL response system. In this paper, based on previous research, we tried to reveal the possibility of its application to manufacturing companies of existing PL response strategies using Delphi method with PL experts. Based on first round results, we tried to classify existing PL strategies of manufacturing companies into six category-strategy, technology, investment, training, awareness, and organization. To validate our suggestion for essential components of PL response system, second round Delphi methods are applied. As a result, essential six components and its response strategies are well coordinated and its strategies could be applied to manufacturing companies. Keywords: product liability, PL response system, Delphi method, manufacturing company

272 QP 4-3/TH-22 Machine Improvement to Minimize the Dark Spots Defect of PVC Sheets: Case Studies in Cotco Plastics Co., Ltd. Udsanee Meeprasertsagool 1 *, Thanakom Soontornchainacksaeng 2, Somnuk Puripanyapinun 1 and Danai Charoensuk 1 1 Cotco Plastics Co., Ltd., 6,8 Mom Chao Sanga Ngam Supradit Road, Meanburi, Meanburi, Bangkok Thailand 2 ES-MV Center, STRI and Department of Mechanical Engineering and Aerospace, Faculty of Engineering, King Mongkut s University of Technology North Bangkok Pracharat 1 Road, Wongsawang, Bangsue, Bangkok 10800, Thailand *Corresponding Author: udsanee.ccp@gmail.com, purchase@cotcoplastics.co.th, Tel , Fax: Abstract Manufacture of artificial leather or PVC sheets commonly used manufacturing processes with calendering machine. Cotco plastics Co., Ltd. is a manufacturer and distributor of artificial leather and plastics company in Thailand which often encounter problems in the manufacture of plastic sheet that is defective spots formed on the plastic sheet. Therefore, this article aims to present the results of a study to improve a calendering machine which often cause defects a mottled(a dark spot defects (DSD)) inside a plastic sheet products, which is a key issue and customers need to be taken, its claim against the company. The objective is to solve the loss of manufacture of calendering machine on the problem has occurred, which has two parts: a Banbury and Mixing Rolls. To minimize damage of products that are defective of dark spots to zero-defects. Solving this problem by using basic principles of six sigma stage of DMAIC (Define, Measurement, Analyze, Improve and Control). The small group activities have been used to solve this problem together, by the quality control system has been used in this process. The tools are used to solve the problems such as Pareto charts, brainstorming, data sheets, cause and effect diagrams, Check sheet and so on. Results from implementation that can reduce the waste products of the losses in the range of 0.21% to 1.03% to a loss in the range of 0 to 0.06% of the total production. Also, we can gives our customers more satisfied. The result of this improvement can be considered as the success of a team that focused on teamwork. Meanwhile, teamwork which was provided in the form of small group activity also encourages all parties have an understanding of how to work together as a system. In particular, the quality control has been used more seriously. Based on the success of this, the company has policy guidelines for quality management is related to the production process including the affiliates. Keywords: dark spot defects (DSD), QC tools, DMAIC, PVC sheet products, machine improvement

273 QP 4-4/JP-18 Study on Branding Utilizing SNS Kenta Gokan* and Shin-Ichiro Yokoyama Tokyo City University (JSQC), Tamazutsumi, Setagaya-Ku, Tokyo, Japan, *Corresponding Author: Tel , Fax: Abstract Nowadays, because of commoditization, it is difficult for corporations to keep existing customers and obtain new customers toward brands. As a result, the relationship between workers at brands and customers has become important. For example, it is reported that brands can keep existing customers by building the close relationship at call center. In other words, one worker does a branding, which makes the expectation toward brands high. Also, there is an activity to build the relationship, which uses Social Networking Service (SNS).SNS is a platform to build social networks or social relations among people who share interests, activities, backgrounds or real-life connections. Corporations have tried to build the relationship between workers and customers by using SNS. However, SNS mainly depends on texting, so it s difficult for corporations to build the relationship and corporations haven t established a clear management method at the moment. Therefore, the purpose of this study is to clarify management method of SNS for branding. This study is conducted by dividing into two stages. In the first stage, experience of having expectations by SNS are collected by conducting interviews and hypotheses are built. In the second stage, experiments are conducted with the hypotheses and they are evaluated. Keywords: branding, social networking service, expectation

274 QP 4-5/TH-13 Reduce Freeness of Pulp Variation Watcharawit Chuwongkunlawat 1 *, Tongchai Padchaiyo 1, Surasak Lertsirimongkolsuk 2 and Somsak Sothornprapakorn 2 1 Thai Cane Paper Public Company Limited., 70 Moo4 Nongsang-Wangtakien Rd., Boathong, Kabinburi, Prachinburi,25110, Thailand 2 SCG Center of Excellence and Sustainability Development, 1 Siam Cement Rd., Bangsue, Bangkok, 10800, Thailand *Corresponding Author: wongkotm@scg.co.th, Tel , Fax Abstract The freeness of pulp is one of the key characteristic of papermaking processes and poor process capability of freeness used to be a serious quality problem. It is measured using Canadian standard freeness tester. To enhance Process Capability of freeness in kraft paper, we solve this problem by using QC story with special tools. Process observation as well as intrinsic knowledge was used to address the possible root causes. Multiple regressions was applied to verify and confirm the root causes and to build the statistical model between freeness with the significant factors. The significant factors are in stock preparation process, such as refiner condition and consistency. The process capability of freeness was improved by controlling the significant factors within optimal control ranges. The result showed that process capability of freeness was increased from 0.5 to Keywords: QC story, multiple regressions

275 OB 1-1/JP-14 Consideration of Indexes for Expectation Score Calculation in Baseball Isamu Akiyama* and Yasushi Nagata Waseda University, Okubo, Shinjuku-ku Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract Sabermetrics is widely used for the evaluation of players and operations in baseball. Several indexes for player evaluation have been proposed in order to calculate the most suitable batting order and to calculate the expectation percentage of victories of the team. Previous studies have focused on calculating the winning probabilities by actual parameters of batting average in a year without calculating batting parameters of each player and selecting the optimal batting order of each team. In this paper, we consider the batting parameters of each player, which were neglected in the previous studies, and derive more effective indexes for calculating expected scores. Firstly, we pick up several indexes to evaluate players. Secondly, using these indexes, we cluster all players of a league. We identify all players in the same cluster as having the same batting ability. Thirdly, using the player's parameters identified in the cluster, we calculate the expected scores, and compare the results with the real scores. We repeat these processes and select the useful indexes. Furthermore, it is important to evaluate pitchers of opponent teams for calculating expected scores. We also consider some relating indexes. Keywords: baseball, Markov chain, cluster analysis, sabermetrics, index

276 OB 1-2/VN-01 Contract Farming in Viet Nam Experiences from the Model of Large Scale Paddy Fields in Mekong Delta Bui Hoang Khang and Nguyen Thi Hoang Lien* Center for Science and Technology Applications and Services, National Office in Southern Region, Ministry of Science and Technology, No. 31, Han Thuyen Street, District 1, Ho Chi Minh City, 70000, Vietnam *Corresponding Author: Tel , Fax: Abstract Although Vietnam is one of the world s leading rice exporters, domestic rice suffers from quality issues and often fails to meet strict international quality standards. Therefore, improving rice quality attracts both academic and practical concerns. As an important mechanism to coordinate production, distribution, and retail arrangements in the value chain, contract farming is considered as a common feature and effective tool to ensure quality and origin traceability in the rice sector in Vietnam. In the model of large scale paddy fields by An Giang Plant Protection Joint Stock Company (AGPPS) in Mekong Delta, they provide not only agreement between farmers and AGPPS s rice processing plants for production and supply of agricultural products but also embedded services such as delivery of inputs and training, transport and logistics. The primary aim of this study is to identify benefits, limitations and areas for improvement of contract farming in Vietnam, using the model of large scale paddy fields by AGPPS in Mekong Delta as a case study. The analysis of this case study provided evidences to confirmed advantages and disadvantages for contract farmers approach in previous studies. In this new model in Vietnam, with the establishment of an agricultural engineer force, AGPPS had stable supplies of inputs with higher quality and traceability. For domestic farmers, they receive stable prices which eliminate risks from market instability, inputs on credit and technical guidance. The findings also showed that lacks of capital in farmers shorten their increased income and fragmentation of rice fields inhibits AGPPS from applying modern techniques in an appropriate approach. Keywords: AGPPS, contract farming, Mekong delta, rice

277 OB 1-3/TH-03 Enhance Efficiency of Bulk Cement Transportation Techit Aunvijit, Supeeres Rujivanitkul and Heamawan Tassananutariya* SCG Logistics Management Co.,Ltd. 1 Siam Cement Rd., Bangsue, Bangkok 10800, Thailand *Corresponding Author: heamawat@scg.co.th, Tel , Fax: Abstract Applying Task Achieving QC story and Supply Chain Management Approach to deal with challenges and increase supply chain efficiency for bulk cement transportation to serve the expansion of main customer, the Kampot Cement Co., Ltd (KCC). For decades, the Multimodal Transportation imported processes of bulk cement from Thailand involves many activities. Therefore it is very complicated to decide appropriate solutions. The Process Failure Mode and Effects Analysis (PFMEA) were applied to design and verify the appropriate logistics solutions with minimized total logistics cost and adopted risk analysis. Coping with challenges, implemented the Continuous Move model (C-Move model) and design new debagging equipment to increase debagging capability. This new equipment was designed based on Innovative idea and Process Failure Mode and Effects Analysis (PFMEA). During implementation, PDCA concept was continuously applied to improve the solutions, thus ensuring that SCG Logistics Management (Cambodia) Co., Ltd. will provide quality services with daily-enabling customers to grow in an efficient, proactive and cost effectiveness. As a result, the objective of improvement was achieved by creating customized logistics services with minimized total cost, more satisfied customers and benefits in the whole supply chain; 1) To support the growth demand of bulk cement 24% from Y2013 and generate cost saving 0.2 million USD 2) Excellent control of multimodal transportation processes by reducing loss product percentage from 0.95% to 0.04% and 3) Zero accident and more friendly to community and environment. Keywords: task achieving QC story, supply chain management approach, bulk cement transportation, c-move model, multimodal transport, process FMEA (PFMEA) and innovative ideas

278 OB 1-4/IN-03 Z Critical Design Characteristics for Online Retail Stores in India Sangeeta Sahney 1 *, Gyan Prakash 2 and Divyan Kavdia 3 1 Vinod Gupta School of Management, Indian Institute of Technology Kharagpur, Kharagpur , West Bengal, India 2 Department of Chemistry, IIT, Kharagpur , West Bengal, India 3 Pricewaterhouse Coopers Pvt. Ltd. (PwCPL), Gurgaon , Haryana, India *Corresponding Author: sahney@vgsom.iitkgp.ernet.in Abstract At a time when e-commerce is booming in India, and when online retailers are posting multifold year on year growth, it becomes increasingly important to identify the factors pertaining to online stores which can influence the buying behavior of consumers. This paper aims to explore such factors relevant to businesses as well as consumers so as to enable online business to gain maximally. The study deals with an analysis of customer attributes, website features and vendor attributes which affect intention to shop online; and this has been followed by the application of QFD for identification of design characteristics. The study has been conducted in two phases. The first phase involves an analysis of customer attributes, website features and vendor attributes which affect intention to shop online, typically in the Indian context. The second phase involves the identification of critical design characteristics for online shopping sites/portals, through the application of the Quality Function Deployment (QFD).A minimal set of design characteristics for online shopping sites which influence buying behavior of customers was identified and ranked using the QFD and other statistical tools. The paper presents an opportunity for e-commerce platforms to create and design such websites/portals which would better suit online shoppers. The study is specific to the marketing demographics of online Indian shoppers and therefore, the findings may not be universal in nature. Keywords: e-commerce, online shopping, online retail stores, online buying behavior, QFD

279 OB 1-5/RU-01 Matrix Process System Development for the Multiproduct Type Enterprise Tatiana Shkarina 1 and Olga Mokhova 2 * 1 Department of Innovation, Standardization and Certification, Far East Federal University (FEFU), C804, FEFU Campus, 10, Ajax Bay, Russky Island, Vladivostok, , Russia. 2 Center for Monitoring and Quality Management, Far East Federal University (FEFU), B333, FEFU Campus, 10, Ajax Bay, Russky Island, Vladivostok, , Russia. *Corresponding Author: mokhova.ova@dvfu.ru, olgavlys@gmail.ru, Tel Abstract Up-to-date business structure means diversified production and instant response to the market changes. Production stability and long-term company functioning may be provided only by creation of the management system able to lower risks due to its universality and easy-to-use. And such system should be based on the innovative management technologies. Process approach is most known as a basis of this management style. However there are several limitations for the process approach for the multiproduct enterprises: 1. Absence of understanding of higher rank managers that process approach must be used as an ideology. 2. Companies' top managers are not ready to the significant changes in the companies functioning and structure concerned with the process approach to the management system. 3. Absence of understanding of the reasons to pick the processes, structure and regulate them, and how to do that. 4. Absence of patience, wish for the reaching of the goal, and lack of resources. 5. Mistakes in the indices system developed for the processes management and its effectiveness evaluation. 6. Inability to organize process management. 7. Inability to implement permanent processes enhancement. 8. Unsuccessful attempts to implement process management just formally. Taking into consideration existence of the multilevel management systems and double or sometimes triple subordination, we offer matrix process model which takes into account process approach both within functional structures and in the framework of the enterprise directions and kinds of activities. Keywords: processes, process approach to the management, matrix management system, matrix processes model

280 QS 1-1/KR-12 Achievement of Utilizing KS-SQI Model for Quality Improvement of Service Industries in Korea O-Seong Kweon and Jong-Wook Lim* Korean Standards Association, 145 Gasan Digital 1-ro, Geumcheon-gu, Seoul, , Korea *Corresponding Author: Abstract The importance of Service (of service industry) and Service Quality is increasing more than ever all over the world. And thanks to the globalization, advanced services are becoming more widely available in many industries to their customers. Having more demands of high-quality services, many companies are trying to improve service quality to strengthen their competitiveness. In this regard, proper service quality measurement is required to reflect customer s needs. In an effort to meet the needs for service quality measurement, KSA (Korean Standards Association) have developed the Korean Standard-Service Quality Index (KS-SQI). It was developed through a partnership of Korean Standards Association and Institute of Operations Management at Seoul National University. We have applied the KS-SQI model to various service industries in Korea. Since 2000, KSA has measured the Service Quality Index of many service companies in various industries with the KS-SQI every year. The main purpose of this study is to provide a brief description of the KS-SQI model, introduce the methodology for service quality measurement, and present the analytic results for service quality level of various service industries in Korea. The KS-SQI model is based on the customer experience and evaluation for the quality of services that are produced and purchased in Korea. It is composed of performance factor and process factor and has seven dimensions. It has two dimensions for performance factor: primary services and unexpected additional services. In addition to the performance factor dimensions, the KS-SQI model has five dimensions for process factor: credibility, individual empathy, positive assistance, accessibility and physical evidence. Conducting the KS-SQI survey, we used two methods at a time, face-to-face interview and internet panel survey by 50% each. The KS-SQI has 300 samples for each company. Since 2000, KSA has increased the numbers of companies and respondents in the KS-SQI survey. In 2014, 65 types of business, 299 companies and 86,200 respondents participated in the survey. The KS-SQI score increased every year: 54.8 in 2000, 63.6 in 2004, 69.6 in 2009 and 72.2 in Analyzing the KS-SQI results, process factor score tends to be higher than performance factor score and also among the seven dimensions of the KS-SQI model, the analysis result for unexpected additional services is the lowest dimension every year. In the KS-SQI by industries of 2014, the score of general hospital was the highest (82.0), followed by industry and hotel (81.9). By applying the KS-SQI to various industries in Korea, we can analyze the Service Quality level of Service Industries and support many companies with the KS-SQI analysis results to improve service quality level. KSA is contributing to the improvement of service quality in service industries, national happiness and quality of life in Korea with the KS-SQI model. Keywords: service quality, service quality measurement, service industry, KS-SQI (Korean standard-service quality index), KSA (Korean standards association)

281 QS 1-2/TW-10 Users Perceived Quality of Self-Service Technology: A Study of Airlines Check-in Kiosks Iuan-Yuan Lu, Chih-Ta Chen*, Tsuang Kuo and Chun-Yu Chen National Sun Yat-Sen University, Address: No.70, LianhaiRoad, Kaohsiung City80424, Taiwan *Corresponding Author: dastinct@gmail.com, Tel Ext 4601~05, Fax: Abstract Service encounters refer to the interactions between service employees and customers. However, due to the development of information technology, service encounters are expected to be gradually replaced by self-service technologies (SSTs). SSTs allow consumers to obtain services without the involvement of direct service employees, thereby enhancing convenience and saving time for enterprises and consumers, as well as improving productivity and efficiency for enterprises. SSTs-based airport check-in kiosks are the facilities that various airlines have been promoting. Despite these advantages, airlines and terminals are faced with a challenge that the acceptance level and use frequency of travelers towards check-in kiosks constitute a premise for the facilities to be widely adopted and installed. The results of this study indicate that the use of airport check-in kiosks is in tandem with the theory of Technology Acceptance Model (TAM). It is found that the adoption of Technology Readiness Index (TRI) would weaken the positive correlation between perceived usefulness and attitude. Based on the research results, it is recommended that airlines and terminals should continue promoting the use of airport check-in kiosks, maintaining their smooth operation, designing a more user-friendly interface, and making airline staff available to assist travelers in using the kiosks, in order to raise the use rate. Keywords: self-service technologies (SSTs), technology acceptance model (TAM), technology readiness (TR)

282 QS 1-3/TW-22 Exploring the Impact of Logistic Integration on Service Performance An Empirical Study of Free Trade Zone in Taiwan Ling-Lang Tang* and Yu-Hua Chen College of Management, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, Taoyuan, 320, Taiwan, R.O.C *Corresponding Author: Tel , Fax: Abstract In order to increase the total foreign trade and rapid economic development, the government of Taiwan is actively promoting the six seaports and one airport policy, which aim to develop global logistics, trade liberalization and internationalized business model. The related industries have adopted IT to cope with the logistics integration provided by the government. This study empirically assesses the key factors affecting the performance of logistics firms doing import/export trade business, and verifies the hypothesis of our model with seven constructs, including internal collaborative planning, external collaborative planning, supply chain network coordination, partnership trust, logistic information integration, physical integration and logistics performance. A questionnaire survey was conducted to gather and assess the data from the perspective of the firms. Totally 105 valid questionnaires were collected and analyzed with SPSS and Smart PLS. The results indicate that external collaborative planning and partnership trust will enhance the ability of logistic information integration. Supply chain network coordination and trust will enhance the ability of physical logistic integration. Both information integration and physical integration have significant positive effect on logistic performance. This paper suggests the government should support the firms mutual integration ability while promoting free trade zone. When partnership trust is well-built and collaborative SC network is strengthened to effectively increase their logistic performance, more firms will actively involve and invest in free trade zone to create a win-win situation. Keywords: free trade zone, logistic integration, logistics performance

283 QS 1-4/TW-38 The Link between New Product Introduction, Customer Satisfaction, Service Quality, and the Spare Part Availability Wu, Kuo Hsing*, Yang, Kang Hung, and Yang, Ching Chow Department of Industrial and Systems Engineering, Chung Yuan Christian University, Chungli, Taiwan 320, R.O.C. *Corresponding Author: Abstract Company continuously introduces new product into market is the only way to maintain or increase revenue and profit to ensure company s survive or prosperity. The success of introducing new product into market relies on lots of different factors; the most important is the customer satisfaction in product quality and service. Especially, in consumer product, the appearance and functionality is getting similar and similar, such scenario makes service quality becoming a decisive factor in customer purchase intention. Indeed in launch stage, the new introduced product has great request for service supports to mitigate, recover or upgrade those unfound problems in design and manufacturing stage. Apart from those problems can be solved by software, the spare part will be wanted. Such spare part demand clearly tells that without in time spare part availability, service will be held, and certainly leads to service delay and deteriorates service quality. The deteriorated service quality immediately damages the customer satisfaction level which is deadly needed in making new product success in introduction. For most of the developed spare part forecast methods, statistics technique is often used and this is highly depending on the historical data. But for forecasting the spare part demand for supporting new product launch, the historical data is not possible to be acquired, simply because the product is not yet launched. To overcome this nature, this study develops a method which joins the existing quantitative and qualitative methods based on designated service support level to forecast the spare part demand to maintain the spare part availability to improve the service support quality to ensure the success in introducing new product into market. Keywords: new product introduction, service quality, spares part availability, assumption base planning, judgment forecast

284 QS 1-5/IN-06 Improving the Efficiency of Mobile Money Identifier (MMID) System in Immediate Payment Service (IMPS) Process Sandeep Hoovanna 1 and Arti Rajesh 2 * 1 Wipro Infotech, 72, KEONICS Electronic City, Bangalore, India Wipro Infotech, 2nd & 3rd Floor, Spectra Building, High Street, Hiranandani Gardens, Powai, Mumbai *Corresponding Author: arti.rajesh@wipro.com, Tel , Fax: Abstract Lean tools that enable problem solving are the keys to process improvement because it empowers all of those involved in the process. Lean helps identifying variation from a recognized standard. Once a problem is identified, the formal problem solving steps are applied. The utilization of these tools is vital for correctly identifying the root causes that lead to waste and variation in a process. In this paper we propose a set of lean tools that assist in identification of waste, reduce cost and increase quality. This project was aimed at improving the efficiency of Mobile Money Identifier-MMID creation process in Immediate Mobile Payment Service-IMPS. Online fund transfer is considered quick and hassle free. Moreover it can be done at the convenience of your home/workplace. Mobility and privacy are the greatest benefits of IMPS transactions. Customer can leverage IMPS transaction benefits such as 24*7 availability, ease of use, real time exchange rates, and secured transactions. However, the MMID creation process in Immediate Mobile Payment Service was flawed and was not up to customer s expectations. Lean tenets like value stream mapping, 5S, 5 Why, Cause and Effect diagram and Mistake Proofing were used to mitigate the challenges noticed in MMID based IMPS transactions. Lean approach ensured significant process improvement and 100% defect reduction. Post this improvement initiative, it is noticed that there is zero MMID transaction failure for the user who have registered for this service. This led to reduction in revenue leakage and improved customer satisfaction. Also the time spent on resolving IMPS MMID related queries was completely eliminated. Keywords: mobile money, lean, 5 why, 5S, mistake proofing

285 ANQ Congress 2015 TAIPEI Parallel Session V

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287 ED-1/JP-42 Development of Early Detection and Problem Analysis Methods for Growth Disorders among Elementary School Students Maki Kariyazaki 1 *, Satoko Tsuru 1, Takanori Motoki 2 and Masako Fujiwara 2 1 The University of Tokyo, Hongo, Bunkyo-ku, Tokyo, , Japan 2 The Jikei University School of Medicine, Nishishinbashi, Minato-ku, Tokyo, , Japan *Corresponding Author: kariyazaki@tqm.t.u-tokyo.ac.jp, Tel , Fax: Abstract Growth disorder is an important problem in child health. School nurses are responsible for child health management in elementary schools; although this task is important, it is also difficult. In the present study, we aimed to develop a support system for school nurses performing this task. First, we focused on the screening process for growth disorders, and developed a method to identify these conditions regardless of the differences of in their ability, by using height data of approximately 400 students from the fourth to sixth grades in elementary school. Second, we evaluated the process of examining the condition in each child after screening. Finally, we developed a supporting tool that school nurses can use, in practice. This system could help school nurses in managing children health. With regard to the next step in this research, we plan to design a multiple health care management system by introducing a new indicator involving both height and weight data. Keywords: growth disorder, early detection, problem analysis, health care management, elementary school

288 ED-2/VN-06 Competitive Advantages by Applying Total Quality Management (TQM) in Education Quality: Evidences from HUFI Anh-Tuan Tran*, Ha-Thi Thanh Le and Tri-Xuan Huynh Department of Business Administration and Travelling, Ho Chi Minh City University of Food Industry, No. 140, Le Trong Tan Rd., Ho Chi Minh City, Vietnam *Corresponding Author: Tel Abstract In the process of global integration, national education system is one of the most important things that need to be developed more and more. Vietnam s continuing economic transformation has sharply increased the demand for highly-qualified graduates. Therefore, in Vietnam, it requires Vietnam s education to renovate to meet these requirements. Vietnamese universities have responded to this increase in demand by improving the quality of their programs and raising their performance standards. Most of Vietnam s universities have been ranking depends on university size, Established year or university systems as public and private university. However, that is an old notion therefore it needs to be changed to follow a new direction which is sustainable quality. According to current trends, many universities will be evaluated by standards of educational quality. Total Quality Management (TQM) is one of the popular approaches that applying in over the world. Majority of Vietnam s universities have been reaching and developing this model to improve their educational system. With main objective is using Quality as Differentiator to Gain Competitive Advantage, Ho Chi Minh City University of Food Industry (HUFI) is applying it. This study gathered survey data from a convenience sample of 200 staffs and lectures in HUFI, and then validated measures of 3constructs: TQM, Institution reputation and image and Competitive Advantage. This paper attempts to find out the factors affecting to studying quality of HUFI students as well as to clarify the strengths and weaknesses in applying TQM to HUFI s educational system. Moreover, we expect that this article will help HUFI build a fulfillment TQM model to gain competitive advantages in educational quality. Keywords: total quality management (TQM), education quality, competitive advantage

289 ED-3/JP-36 A X -Chart Using the Bayesian Method for Monitoring High-Mix Low-Volume Production Yasunari Tsuruoka* and Hironobu Kawamura University of Tsukuba, 1-1-1, Tennodai, Tsukuba-shi, , Japan *Corresponding Author: s @sk.tsukuba.ac.jp, Tel , Fax: Abstract Statistical process control is a statistical technique of strong influence of monitoring processes. Traditional control charts are representative technique of the statistical process control, which is the method to perform based on statistics theory and can monitor processes in real time. However, traditional control charts do not match the modern manufacturing environment, which is high-mix low-volume production since traditional control charts need large historical data and high-mix low-volume production provide limited data sets. In such environment, traditional control charts cannot be used effectively. In this paper, the X chart using the Bayesian method is proposed for implementation in high-mix low-volume production to monitor the process mean. This paper compares the traditional control chart with the proposed method by the performance indexes, which are ARL and SDRL, for process mean shifts and numbers of subgroups. Our results show that the X -chart using the Bayesian method is more effective than traditional control charts in high-mix low-volume production, and it can detect abnormal causes which were included in subgroups. Keywords: control chart, traditional control chart, statistical process control

290 ED-4/IN-13 Effective Use of Daily Management for Stabilization of Clean Coal Moisture Sanjay Kr. Singh 1, M. P. Sinha 2, Shashi Ranjan 2 and Pallav Garg 2 * 1 General Manager, Jharia Division, Tata Steel, Dhanbad, Jharkhand, India 2 Bhelatand Coal Preparation Plant, Jharia Division, Tata Steel, Dhanbad, Jharkhand, India *Corresponding Author: pallav.garg@tataseel.com, Tel , Local Abstract Quality is not merely a word which is often related to efficiency or excellence in terms of product, but it is a characteristic which is imbibed deeply into the working culture of an excellent organization. That said, quality is not limited to the end product, but to the entire gestation period: right from the research phase to the testing phase, and involves everyone who is associated with it in one or the other way. This work was carried out in Bhelatand Coal Preparation Plant of Tata Steel where the tools of quality management were used effectively for process optimization and hence achieve the ultimate objective of customer satisfaction. The plant produces clean coal as its prime product for which various parameters have been set as an indicator of excellent quality. The parameters include clean coal ash, moisture, volatile matter and crucible swelling number. The target moisture for clean coal is less than 10%. The plant was producing a confirming quality of product but process moisture variance was a major concern for operations team of the plant. Regular control methods were not helping when a plan for efficiently applying total quality management principles while considering praxis requirements were chalked out to deal with the problem. Daily Management was the prime TQM vehicle used for achieving the objectives. The process stability and conformity were monitored stringently and proper corrective and preventive actions were taken for moisture control. Kaizens of high effectiveness and modifications in Standard Operating Procedures was a reflection of significant improvement in proficiency of the employees. The moisture chart of the product showed a significant improvement in terms of stability. The work turned out to be an excellent support to the significance of a quality culture in an enterprise. Keywords: clean coal moisture, daily management, TQM, conformity, kaizen

291 ED-5/IN-02 Student Development in Educational Institutions Renu Chaturvedi 1, Abhinav Chaturvedi 2 and Joohi Chaturvedi 3 * 1 Government College - Bundi, Rajasthan, India 2 Aayojan School of Architecture, Jaipur, Rajasthan, India 3 Indian Institute of Management, Indore, Madhya Pradesh, India *Corresponding Author: joohic@iimidr.ac.in, joohi_chaturvedi2001@yahoo.com, Abstract Education is a progressive discovery of our ignorance. Will Durant ( ) U.S. author and historian. In practice education also deals with how much an institute can increase the salability quotient of students. More is the salability better are the job prospects and return on investment in education. The salability in turn depends on the skills that an individual possess and how well those are groomed in an educational set-up. Every individual has some hidden talents and those are showcased to the world through various platforms. Our model for Skill Development of Students in Educational Institutions uses Dr. Deming s PDSA Approach. Our idea of Educational Institutions: Education industry is a service industry where the institute provides education to students. Students act as customers as they are availing the educational services from the institute which they require to improve their salability quotient and in turn skill development. Hence Quality Function Deployment should be used to map the requirements of students and parents. Education has to make us flexible and not rigid, innovative and not obsessive, faithful and not fanatic, and all inclusive. Sri Sri Ravi Shankar Through this paper we are recommending that institutions should assess the skills of their own students by taking requirements from customers (i.e. recruitment firms, other higher educational institutions etc.) and then build on the gaps found which in turn will have an impact on the Key Performance Indicators and Results of the institute. We recommend the following PDSA for Student Development for educational institutions. Keywords: plan to do study act, salability quotient, student and skill development, quality function deployment

292 IC-1/JP-15 Method for Evaluating Changes in Quality of Nursing Due to Introduction of Products Jiken Takaoka*, Masahiko Munechika and Chisato Kajihara Waseda University, JSQC (Japan), Okubo Shinjuku-ku Tokyo Japan *Corresponding Author: Tel , Fax: Abstract Burden on nurses in a hospital is increased by factors such as aging society, improvement in medical technology, and growing concern for healthcare. Therefore, improving the quality of nursing, which includes improving not only patients' safety but also efficiency and burden of nursing, is necessary. For this reason, a medical bed manufacturer has produced beds to assist nursing. When evaluating the effects of a product's introduction into use, not only the intended effects but also any unintended side effects need to be determined. Therefore, designing investigations to determine changes in nursing due to the introduction of a nursing product is necessary; however, comprehensive evaluation of the changes is difficult because the nursing service is diverse and its implementation is complex. In this study, using a list of nursing processes, visualized in conventional research, we evaluated improvements in the nursing process due to a product. Then, an investigation was designed to determine the changes in nursing. In this paper, we propose a method for evaluating changes in the quality of nursing due to introduction of products. Using this method, manufacturers and medical workers can determine both the intended effects of products before their introduction and unintended secondary and side effects. Keywords: healthcare safety, quality of nursing, evaluation items, medical bed, fall accidents

293 IC-2/HK-05 Integration of Quality and Innovation Management System for Organization Innovation Lotto Kim Hung Lai* Technology Support Centre, Hong Kong Science and Technology Parks Corporation, Hong Kong *Corresponding Author: Abstract Organization innovation has five main dimensions as operational innovation, system innovation, service innovation, product innovation and process innovation (Chin & Wong, 2004). Since most of organization had employed ISO 9001 Quality Management System and it will upgrade to ISO 9001:2015 at the end of this year, we would like to start the organization innovation based on QMS foundation. Moreover, the new Technical Specification 'Innovation management Part 1: Innovation management system' (CEN/TS :2013) is issued by Technical Committee (CEN/TC 389) of European Committee for Standard in It was found a system approach of innovation through the integration of QMS and Innovation Management System (InnoMS). In this paper, systematic model of Quality and Innovation Management System (QIMS) will be discussed and some cases in Hong Kong observed as evident to support these five main dimensions for innovation are also mentioned. Finally, a systematic implementation of TRIZ approach inside QIMS is proposed as the beginning of organizational. Keywords: ISO 9001, QMS, CEN/TS :2013, innovation management system, organization innovation, TRIZ

294 IC-3/TW-15 Explaining Innovation Patterns of an IC Foundry Firm by Technological Regimes Jen-Tsung Huang 1 and Yu-Ching Lin 2 * 1 Department of Finance, National Sun Yat-Sen University, 70 Lianhai Road, Kaohsiung City 80424, Taiwan, R.O.C. 2 Department of Business Management, National Sun Yat-Sen University, 70 Lianhai Road, Kaohsiung City 80424, Taiwan, R.O.C. *Corresponding Author: towel29@gmail.com, Tel ext. 4818, Fax: Abstract Based on the longitudinal activity-level S-curve analysis of a case firm s technological alliance events, this paper constructs several managerial measures for the technological acquisition modes, such as revealed specialization propensity, scanning intensity, planning horizon, and exit rate. With the very detailed intra-firm-level analysis, we attempt to contribute to the open innovation literature by considering both fits between technological environments, open innovation modes, and associated management practices. Therefore, we observed UMC s event records (from M.O.P.S.) to understand the firm s networks and patterns of innovation. This paper s purpose is following theories are explored and discussed: (1) when confronted with highly complex and rapidly changing technological environments, an innovative firm is strongly prone to depend on open innovation mode in the processes of capability accumulation; (2) an innovative firm will adapt its different open innovation modes, CVC investment, to the environmental factors, such as the characteristics of the innovation space and the governance structure of the related capability network, which are activity-specific; and (3) an innovative firm will align its management rules to the specific modes utilized by specific activities. Keywords: technological uncertainty, capability network, modes of technology acquisition, open innovation, managerial alignment

295 IC-4/KZ-02 Methodological and Practical Aspects for Implementation of Innovation Projects Oleg Kainazarov and Azat Abdrakhmanov* Kazakh organization for quality and innovation management 299, Baizakov str, , Almaty, Republic of Kazakhstan. *Corresponding Author: Tel. (727) , Fax: (727) Abstract Innovation is a key driver for the success of any organization. The aim of the Technical Specification CEN/TS :2013 Innovation Management System is to guide organizations to introduce, develop, and maintain a framework for systematic innovation management practices, an Innovation Management System (IMS). Establishing such a management system would allow organizations to become more innovative and to achieve more success with their projects, product, service, process, and business model innovations. This would foster organisation s results, value and competitiveness. An innovation management system includes all activities that are required for generating innovations on a continuous basis, regardless of the organisation s size. Innovation Management System is built on the following: context of the organisation; leadership for innovation and strategy; planning for innovation success; innovation enablers/driving factors; innovation management process; assessment of the performance of the IMS; improvement of the IMS; innovation management techniques. Organisation of the roles and responsibilities The organisation should define two main responsibilities in the context of Innovation Management System: responsibilities for the specific innovation projects and responsibilities for the general innovation management. The innovation project responsibilities should be assigned, for every innovation project, to a team or a person of the organisation on the basis of skills and capabilities. The innovation project responsibilities should include, at least: undertaking the innovation project assigned and its objectives; using the innovation tools as necessary in the project and reporting to the innovation management personnel about the progress of the project. Innovation management process In accordance with its innovation vision and strategy and correspondent objectives, the organisation should establish a detailed innovation process covering all relevant steps from gaining insight about a problem or opportunity to successful launch. The innovation process is highly dependent on such aspects as a type of innovation, kind of organisation or internal structure. However, some common aspects integrating the typical innovation funnel can be described: insight generation, idea management, development of the innovation project, protection and exploitation of the outcomes and market introduction. Keywords: innovation, process, quality management, implementation

296 IC-5/IN-28 Evolution of Quality in Indian Tractor Industry Sandeep Mannan* Manager, Vehicle Architect Tractor Vehicle Integration, R&D, Mahindra Research Valley, Chengalpattu, Tamil Nadu (India) *Corresponding Tel , Fax: Abstract The arrival of Quality, before the beginning of the twentieth century, has changed agricultural production and the whole economy by dramatically reducing work force and improving productivity. Yet the negligence of research on the history of quality in farm mechanization is surprising given that the history of economic growth has been strongly affected by quality improvement farm mechanization. In this paper we study the evolution of quality in major tractor industry, and the cause for much of farm development, the farm tractor. We explore the history & its evolution and evolution of quality in Indian tractor industries that pushed agriculture industries forward. We use a unique data set of quality certification of Indian tractor industry through which we analyze the evolution of quality in tractor industries, its major participation and identify fundamental breakthroughs. We believe that our paper is the first where the history of tractors industry is presented in the fundamental context of quality, Indian industries improvement and evolution. Keywords: quality, evolution, agriculture machinery industries, tractors

297 LS-1/SG-05 Effectiveness and Efficiency in Lean Six Sigma Teo Lip Hong* Singapore Quality Institute, Singapore *Corresponding Author: Abstract In the increasingly globalized, technologically advanced society today, it is every company s aspiration to stay competitive and generate larger revenue and profits. As such, companies have implemented initiatives such as Lean, and Six Sigma to improve their quality, delivery times and prices to satisfy their customers. Enterprises want to change for the better which is the meaning of the word kaizen, however, are looking for a management mode which encompasses the benefits of both Lean, as well as Six Sigma. This integration results in the birth of Lean Six Sigma. Lean (Effectiveness) means Doing the right things (customers values) right, to eliminate non-valued activities (wastes). On the other hand, Six Sigma (Efficiency) means Doing the right things (customers values) right at the first time and at all times, to reduce variations (defects). Lean Six Sigma eliminates wastes and reduces variations. Manufacturing and service sectors can benefit through the use of the Lean Six Sigma s tools and techniques to improve their processes with a shorter lead time (speed/velocity), right quality and right price through the DMAIC and PDCA methodology. Values Stream Mapping (VSM) provides a holistic view from supplier to customer, ensuring that non-valued added activities are not optimized but eliminated. Production is now based on customer demand (Takt Time) to reduce overproduction and inventory. Data integrity and inspection quality using Measurement System Analysis (Gauge Repeatability and Reproducibility) eliminates measurement errors. Statistical Process Chart (SPC) determines process stability without the unnecessary tapering of process before the customers values in a Sigma level (Defect Per Million Opportunities) can be determined and recognized globally using the Process Capability Study. Decision making is more robust and lower risk through statistical hypothesis testing. Variables are optimized through Design of Experiment (DOE), for example in sales revenue, where individual interaction is optimized (teamwork) which boosts sales revenue. Total Productive Maintenance (TPM) metric, Overall Equipment Effectiveness (OEE) enables equipment uptime and improves the throughput of the equipment. Eventually, Lean Six Sigma achieves both the effectiveness (of Lean) and efficiency (of Six Sigma) with right performance, right time and right price. Keywords: speed, velocity, variation, effectiveness, efficiency

298 LS-2/TW-03 Lean TQM the Evolution of TQM Yen-Tan Chen* Superpower Consultant Corporation, 3 rd Fl., #1 Lane 372, Chung-Hsiao E. Rd. Sec. V, Taipei City, Taiwan, R.O.C. *Corresponding Author: Chen626.tony@msa.hinet.net Phone: Fax: Abstract The purpose of this research is to improve the applicability of TQM in business management. The methodology adopted is to lean the QC-analogized functions, processes, and departments in order to find their respective true meanings. In the practice of leaning, departments become internal entity value, functions become external virtual value, and processes become future-timing value. The result is that lean TQM becomes TVM (total value management). The advantages of TVM over TQM are (1) satisfying business purposes, (2) merging other management models, such as IE and VA/VE, (3) going from red ocean strategy to blue ocean strategy, and (4) elevating from building paths to overseeing the full view. Keywords: lean TQM, TVM, entity value, virtual value, timing value

299 LS-3/SG-01 Customer Complaint Resolution Cycle Time Reduction in Medical Device Industry through Six Sigma Methodology Meng Ken Too 1 * and Ariq Tan Mong Siang 2 1 Vice Chairman, Singapore Quality Institute, SQI (Singapore), 12 West Coast Walk #02-14 & 02-17/17A, West Coast Recreation Centre, Singapore Quality Director, Medical Devices Company, Singapore *Corresponding author: ktmken@singnet.com.sg Abstract In the medical technology industry, complaints are usually critical and needing immediate resolution. Failing to deal effectively with complaints proves detrimental, not only from a regulatory and patient safety standpoint but also in terms of avoidable litigation and attendant costs. In the highly competitive drug-eluting stents (DES) industry, effective complaint resolution has been a critical element of business management as it produces customer dissatisfaction and impacts an organization s ability to deliver a consistent, holistic customer experience. In particular, cycle time for complaint resolution has been one of the keenly monitored key performance indicators of the Company s executive management, not only because it has a strong impact on customer loyalty but mainly because most jurisdictions require vigilance reporting of adverse events within 30 days of awareness and failing so may result in a worldwide product recall as well as an eventual prosecution of the organization by the regulatory jurisdictions. Unfortunately, the average time taken for customer complaint closure for the Company is 71 calendar days against an industry benchmark of 30 calendar days. It is a top priority for the Company to resolve this problem as soon as possible. The Six Sigma Methodology of DMAIC (Define-Measure-Analyze-Improve-Control) is deployed to tackle this problem. Several tools have been employed to solve this problem. The disciplined approach methodology of Six Sigma enables the team to tackle the problems effectively. The Design of Experiment (DOE) conducted shows that different sterilization providers and investigators have the significant effects to this cycle time of complaint closure. From this finding, the Company uses the new sterilization provider and adopts the investigation methodology of Investigator 1. With this improvement, the average complaint resolution cycle time has reduced from 71 to 27 calendar days, which is far better than industry average of 30 days. That is 62% improvement leading to a multi-million dollars business opportunity. With such encouraging result, the team decides to continue doing more improvement projects for other products in the future. Keywords: drug-eluting stents (DES) industry, compliant resolution time, Jurisdictions, Six Sigma methodology, design of experiment

300 LS-4/IN-27 Lean Continuous Improvement in Software Wipro Sucheta Raje Ranga 1 * and Sudha Ajjagottu 2 1 QualityHead, Healthcare and Life Sciences Vertical, WIPRO Technologies Bangalore, India 2 Quality Manager, Wipro Technologies Bangalore, India *Corresponding Author: sucheta.raje@wipro.com Abstract Lean is a philosophy derived from manufacturing industry. The outcome of Project delivery is based primarily on Schedule, cost and Quality. Applying Lean in software enables more for less by eliminating waste, implementing practices which contribute to reduction in cost, shortening the schedule ensuring the Quality excellence in Software delivery process. Lean thinking requires constant questioning of the status quo and is all about continuous improvement. This paper talks about how Lean has been adopted in one of the software development Wipro which enabled delivery excellence and gained competitive edge. This project had lot of manual effort involved and incurred business loss due to delay in approval workflow. Implementation of Lean brought in Automation, and Elimination of Waste in the manual process, reduced the dependency on skilled resource, achieved project effort savings, improved productivity which resulted in enhanced customer satisfaction and new business growth opportunities. Keywords: lean, quality excellence, continuous improvement

301 LS-5/TH-14 Reduce Rejection and Optimize of Parameters for Pressing Process Based on the Response Surface Methodology (RSM) Suchada Tantrakul 1 * and Surasak Lertsirimongkolsuk 2 1 Department of Safety and Quality System, The Siam Refractory Industry Co., Ltd., Saraburi, Thailand 2 SCG Center of Excellence and Sustainability Development, The Siam Cement Public Company Limited, Bangkok, Thailand *Corresponding Author: suchatan@scg.co.th, Tel , Fax: Abstract The Alumina Plant (AP) produces the shaped-products which can be divided into 4 categories; Fire-clay Brick, High-alumina Brick, Insulation Brick and Plastic Refractories. To measure the quality performance of pressing process, the quality measurement; defect rate, is determined and targeted. Regarding the type of defects, they can be sorted into 6 items; size, surface loss, chip, crack, rough surface, and bloat problems. The most common product rejects are a size-problem. In year 2014, the total reject of AP was 3.62%. The size-problem counted for 2.35% or 65% of the total reject. To eliminate this problem, we focus at the pressing unit and the possible 5 variables that may be affect to the size-problem with non-linear relationship have been brought to experiment with 3-Level DOE based on Response Surface Methodology (RSM) with covariate to identify significant factors and the technique taking the advantage of quadratic term have been used to find out the optimal condition. As a result, the rejection of size-problem was reduced to 1.38% Keywords: design of experiment with covariate, taking the advantage of quadratic term

302 QP 5-1/TW-16 An Improvement Project Karma Thailand Sheng-Pin Kuan* CSQ/QKC, Taipei, 106, Taiwan *Corresponding Author: Tel , Fax: Abstract On the occasion of near my retirement in June 2011, I got a challengeable opportunity to undertake a mission which is applying the integration of diversified improvement technologies for implementing to a Karma factory in Thailand, as we say SOMA Project in brief. There are four improvement projects in total: ERP improvement project, stock improvement project, process improvement project, quality improvement project. This report is an interpretation of SOMA Project total process of progression. I just describe the improvement projects concisely, and demonstrate the result of quality project using cloud computing SPC system. Before launching SOMA project, we well organized Karma Taiwan people and Thailand people into 4 project teams, some people join one more teams, engineering people especially. For the SOP sake, we introduced Ford 8D problem solving technique to all the project teams. For the communication sake, we established document center in public website. For the progression control sake, every project team was required to present in every Monday weekly review meeting. For honesty sake, we kept meeting records by photographs and videos. For all Karma group people sake, we mailed weekly report to key man of Karma group in each Saturday. We surveyed and analyzed ERP processes by utilizing Business System Planning methodology to get a systematic result. We surveyed and analyzed stock layout by layout line chart; material picking operation by utilizing process analysis chart to let picking operation more effective. We surveyed and analyzed all the processes of SOMA factory by utilizing plant layout line chart, operation flow chart, material flow chart, process analysis chart. We collected 570 Final Assembly FQC inspection records from January 2011 to May 2011, the FTY average was under 60%. We deployed 10 more subprojects during our onsite consulting period from June 2011 to December 2011, most of project participants could follow the 8D procedure and got good results. After our onsite consulting, SOMA project keep ongoing till now, we monitor the FTY from cloud computing SPC system, FTY average was 72% in 2012, 75% in 2013, 82% in Keywords: Karma medical product company, 8D procedure, business system planning, FQC, FTY

303 QP 5-2/TH-16 Reduce Waste Time for Rolled Paper Transportation Siriwut Thothuyo*, Chalut Woranartsurong, and Kullanan Pananukooln SCG Logistics Management Co., Ltd. 1 Siam Cement Rd., Bangsue, Bangkok 10800, Thailand *Corresponding Author: siriwutt@scg.co.th, Tel , Fax: Abstract SCG Logistics, a leading third party logistics (3PL) company in Thailand, dedicates to offer total logistics support and transportation. One of SCG s core businesses is paper business; its major product is rolled paper. The difficulties in operating the transportation service for the rolled paper product are not only to manage more than 300 specific-design trucks a day but also to standardize the operation process of 400 outsourced drivers whom required specific product handling skills. To ensure the quality of services would meet the committed SLA KPIs; SCG Logistics staffs monitor the operation 24/7. However, during , there are many recurring customer complaints in the transportation service for the paper customer, particularly the late delivery, causing 34% of total complaint cases. These caused our customer opportunity losses in sales and, sometimes, interruptions in production lines of end-customers. Consequently, the customer satisfaction would decrease. According to Win-Win-Win philosophy of SCG Logistics, meaning mutual benefits among customers, carriers and ourselves, we have adopted TQM concept and tools, such as Pareto diagram, so as to improve the situation. We have applied Problem Solving QC Story, together with the concept of Genba-Genbutsu-Genjitsu, to observe, understand and identify any waste, loss or risk in the operating process, starting from order incoming to product delivery to the end-customers. As a result, by changing some processes basing on the self-management concept, together with a new designed truck, the claim and complaint from the customer reduces from 34% to 0%. Furthermore, the product loading/unloading time reduces, approximately 100 minutes per trip, resulted in the better truck utilization. In addition, the product damage declines from 16.6 to 0.8 ppm by using the new designed truck. These win-win-win effects encourage us to continuously improve our services for higher quality and further competitiveness of our logistics business and our customers. Keywords: logistics management and transportation, problem solving QC story, rolled paper, truck redesign, self-management

304 QP 5-3/HK-02 A Systematic Technology Roadmapping Approach for Testing and Certification Industry: A Case Study Jane Wai Kiu, Wong*, C. F. Cheung and Jin Qiyuan Knowledge Management and Innovation Research Centre, Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong *Corresponding Author: jane.wong0419@connect.polyu.hk, Benny.cheung@polyu.edu.hk Abstract Technology road mapping is a widely used high-level planning tool for building long-term development plans in a very diverse range of industries including communication technologies, software, aerospace, transport, energy, etc. However, technology roadmapping in testing and certification industries has received relatively little attention. It is due to the fact that the traditional roadmapping approach may not be adequate to cater for the specific need for the testing and certification industry especially frequently changing and updating on the standards. This paper attempts to develop a systematic technology roadmapping approach, and utilize it to build a road map for the development of Hong Kong testing and certification industry. Due to the limited resources and ability, the research conducted is based on the one of top 10 Testing and Certification Company in expert service industry. The paper aims to analyze the future trend of market and response of the company. The method developed by this project can be used for further research on industry-level roadmap over Hong Kong testing and certification industry. Keywords: technology roadmapping, Hong Kong council for testing and certification, quality management, knowledge management, testing and certification

305 QP 5-4/TW-01 Determining the Optimal Allocation of Parameters for Multivariate Measurement System Analysis Jeh-Nan Pan 1 *, Chung-I Li 2 and Szu-Chen Ou 1 1 Department of Statistics, National Cheng Kung University, Tainan 70101, Taiwan, ROC 2 Department of Applied Mathematics, National Chiayi University, Chiayi 60004, Taiwan, ROC *Corresponding Author: jnpan@mail.ncku.edu.tw, Tel ext , Fax: Abstract In this paper, the correlation coefficients among tolerances are taken into account to revise the multivariate precision-to-tolerance (P/T) ratio as proposed by Majeske (2008). We then compare the performance of our revised P/T ratio with that of the existing ratios. The simulation results show that our revised P/T ratio outperforms the existing ones in terms of robustness and proximity to the actual value. Furthermore, the optimal allocation of por parameters is discussed using the shortest confidence interval of the revised P/T ratio. Finally, a numerical example is given to illustrate the appropriateness of our proposed P/T ratio. A reference table with optimal allocations of parameters is also provided. Hopefully, it can be served as a useful guideline for quality practitioners when performing the multivariate MSA in industries. Keywords: multivariate measurement system analysis, multivariate gauge repeatability and reproducibility, correlated characteristics, precision-to-tolerance ratio

306 QP 5-5/CA-01 ISO 9001:2015 Implementing Risk Based Thinking Denis J. Devos* Fellow, American Society for Quality (ASQ) President, Devos Associates Inc. 46 Hesketh Place, London Ontario Canada N6G 4V3 *Corresponding Author: Abstract The recent release of the ISO 9001:2015 Quality Management Standard represents the single biggest leap forward in global Quality Management since 2000, when the version of ISO 9001 released that year introduced the breakthrough concept of the process approach. Now, ISO 9001 is doing it again with the introduction of a new breakthrough concept called risk based thinking. In North America, there has been a lot of commentary and discussion among quality professionals about the meaning of Risk Based Thinking and what impact it will have on companies with existing certifications. Many are of the opinion that Risk Based Thinking is undefined, and that the concept will be difficult to put into practice and difficult to audit. This paper will demonstrate that Risk Based Thinking is both intuitive and straightforward, and will show a concrete approach to thinking about risks in a business process and documenting that analysis. A simple definition of risk is presented, and then two common forms of risk assessment are presented and compared. Failure Modes and Effects Analysis (FMEA) and Risk Matrices are demonstrated as candidates for use by practitioners to conduct their risk assessment. The author then introduces simpler and less quantitative check-sheet that can be used to assess and document risks according to the Ishikawa diagram categories of Man, Material, Machine, Method, Measurement, and Mother Nature. Keywords: ISO 9001:2015, ISO 9001 upgrade, risk based thinking, risk based models, quality auditing, internal quality audit, risk-based auditing

307 OB 2-1/JP-19 Analysis of the New Viewing Status of TV Using Multinomial Choice Models Rena Nagano* and Yasushi Nagata Waseda University, Okubo, Shinjuku-ku Tokyo, , Japan *Corresponding Author: Tel , Fax: Abstract TV rating surveys pose two problems. First, the operational way to record individual TV ratings using a TV remote controller is tricky, so accurate data cannot be retrieved. Second, it is difficult to distinguish between focused and casual TV viewing. This study aims to address these two problems. We obtain and analyze accurate viewing data to examine commercial message (CM) effect management. We create a new index called viewability to indicate when a person is in front of the TV. This experiment was conducted for two weeks with a sample of 84 people from 30 households. We define CM curves as patterns that show the time series curves of viewability rates between two scenes. Although the personal viewing rate of CM between scenes is constant, the viewability rate may change. We find that (1) there are 7 patterns of the CM curve; (2) the variables of the length of CM and viewability rate contribute the most to determine the CM curve; and (3) multinomial logit model is the most suitable method to determine the CM curve. Keywords: TV rating, multinomial choice model, nested logit model, advertising effectiveness measurement

308 OB 2-2/JP-28 Proposal of Flexible Design and Its Application Takenori Takahashi* Mejiro University, Nakaochiai, Shinjuku-ku, Tokyo , JP *Corresponding Author: Tel , Fax: Abstract A parameter design is to determine levels of control factors for various factors which cause considerable impacts on output (characteristic) by allocating roles of control factors, signal factors, error factor, covariates and assumptions. Conventional robust parameter designs take data by planning cross array (inner-outer array) after fixing roles in advance, model them under predetermined factor roles, and perform the designing based on them. This is a solid approach, but it cannot examine possibilities flexibly in that roles of factors are fixed. What roles should be given to various factors originally depend on technical capabilities, economic capacities, and management policies, and thus it should be considered flexibly. This paper proposes a flexible design by modeling an expression using all variables after experiments with the least-square method, imparting a role to a factor freely after that, and conduct the designing (optimization) by modifying the expression on the basis thereof. Designing should originally be a free creative activity, and it is essential to freely conduct the designing by exercising the creativity while preserving the essential condition of realizing the design purpose. The proposed flexible design is described mathematically and the contents of its specific approaches with real cases are introduced in this paper. Keywords: flexible design, robust parameter design, cross array, role of factor, allocation of role

309 OB 2-3/TH-08 Integrate Supply Chain with Modern Trade Customers Using Vendor Managed Inventory System (VMI) Wongbencharat Panasm*, Sathitthammaporn Duangporn, Lerdvongveerachai Chatiwat and Kijanukul Karuna SCG Building Material Co., Ltd., Bangkok, Thailand *Corresponding Author: Tel Abstract Due to the rise of market share of modern trade, the key to gain pocket share in the sector is to ensure product availability on every stores where SCG s products were placed among competitors. Looking on supply side, existing supply chain model was inefficient caused by bullwhip effect. By relying on demand forecast from sales representatives and marketing department which focusing on into-store sales and yearly sales target, monthly demand planning was inaccurate which caused many out-of-stocks, many overstocks in stores and long shipment fulfillment cycle time due to shipment consolidation causing 85% of goods shipped in the second half of each months leading to abrupt machine stops when inventory exceeded warehouse capacity. In order to solve the problems, Supply Chain Management department chose Vendor Managed Inventory (VMI) model which incorporated suppliers and distributors into one chain and changed focus from into-store sales to out-of-store sales to improve demand planning and product readiness at customers stores. By integrating data from customers, monthly demand was forecast by actual sales from each store which improved forecast accuracy by 20% and product mix s inventory level was rebalanced according to actual sales pattern which improved inventory turnover at stores from 5 to 7 rounds per year and reduce overstock ratio from 40% to 25% in 6 months. On daily operation, prioritized shipments are ordered by shipment optimization program which replenish most-needed items to most-needed customers in the shortest time with lowest logistics cost which reduce stock-out rate at customers from 4.7% to 1.0% or reduce 19 million baht (0.6 million US dollars) of loss sales per year. Moreover, VMI shipments were ordered evenly which smoothened shipment delivery and improve inventory turnover at plants from 14.7 rounds per year to 25.6 rounds per year which lower 1120 ton of inventory or 10 million baht (0.3 million US dollars) of holding cost per year. Keywords: vendor managed inventory system (VMI), shipment optimization, improve inventory turnover, lower stock-out rate, replenishment

310 OB 2-4/TW-13 The Research of Constructing Big Data Database for Competency Analyze Jui-Chin Jiang, Yuan-Ju Chou* and Tsung-Ying Yu Department of Industrial and Systems Engineering, Chung Yuan Christian University, No. 200, Zhongbei Rd., Zhongli, 320, Taiwan, R.O.C. *Corresponding Author: Tel ext.11, Fax: Abstract Human capital is the Foundation of enterprise pilot. "Talent" is the key to helping companies grab the important victory. For this reason, Business links to more and more emphasis on staff training and the needs of businesses, Based on operational needs, to improve employee learning. Then can cultivating Enterprise talents. And ensure that the quality of human resources. These years, the subject of competency keeps fermentation. If enterprise wants to discuss the strategy of competency how can content with requirements. Need high cost to collect data for training needs. What is called competency analyses? Based on mission, vision and future develop of the organization to analysis training needs. To build a unique training system map for enterprise. Import competency-oriented annual education training program. Integrate more of the company's needs and developing staff careers. From the literature review, most studies make a special effort to first looking and competency model of building structures. Very little use information systems as a tool to get more new data. Therefore if get value data about competency, still dependent on interview or expert assessment and evaluation. Render the data must spend more time. Now development trend of network information, Information systems can help enterprise find business answers. This study tries to use the concept of Big Data to building a database of Big data. Apply the information form competency system by Big data database. To building a human capital database belong to enterprise at the same time. The database can apply to investigate system of training needs. Get large amounts of quantitative and qualitative data related to competency training needs. Based on data mining technology, from Big data database get more useful and valuable information and knowledge. Develop more accurate training meet the needs of enterprise functions. Keywords: competency, training needs, big data, data mining

311 OB 2-5/IN-31 Reliability Parenting Process during Design and Development Phase for New Product Life Cycle Anitha.A 1 *, Nagendra Pansare 2, Sachin Deo 3, Abhay Kulkarni 4 and Vivek Gupta 5 1 Manager, Reliability Engineering, Mahindra & Mahindra Ltd, MWC, Chennai, Tamilnadu, , India 2 GM, Vehicle Integration, Mahindra & Mahindra Ltd, MWC, Chennai, Tamilnadu, , India 3 Dy.GM, Quality Assurance, Mahindra & Mahindra Ltd, Kandivali, Mumbai, Maharashtra, , India 4 VP, Quality Assurance, Mahindra & Mahindra Ltd, Kandivali, Mumbai, Maharashtra, , India 5 VP, Global Product Development, Mahindra & Mahindra Ltd, MWC, Chennai, Tamilnadu, , India *Corresponding Author: anitha.a@mahindra.com, Tel Abstract Reliability is an important product attribute and the Reliability target setting for any new product is crucial for manufacturer to meet the customer expectations. The reliability target of the system is achieved through conventional reliability allocation methods which require the assessment of factors like complexity, cost and maintenance. To meet customer expectation and to extend business needs, innovative Reliability model has been developed for reliability allocation through reliability parenting process which is focused to reduce risk associated with new product launch. During reliability parenting process, the probability of occurrence of all critical failure modes from the parent model are studied and design improvements made for new product are identified. Based on parenting process, reliability targets are set and are validated through reliability growth monitoring by Duane model during its development phase. The target is defined for each subsystem as Repair Per Hundred (RPH). Conversion from RPH to Mean Time between Failure (MTBF) is made and is validated by reliability testing through its development phase. As a result, the reliability parenting process illustrates the new product actual behaviors from its design and development phase. Keywords: reliability allocation, reliability growth monitoring, Duane model, RPH, MTBF

312 OB 2-6/HK-03 A Research Report on the Necessity of Popularizing the Use of CRS (Children Restraint System) in China Guang Ming Cao 1 *, Prosper Bernard 2, Michel Plaisent 2 and Philip Chan 2 1 University of Quebec at Montreal (UQAM) Postdoctoral Fellowship, larrychao@luckybaby.cc 2 University of Quebec in Montreal, Canada *Corresponding Author: larrychao@luckybaby.cc, Tel , Fax: Abstract Children are the future of the nature. The first element of security is to ensure children's healthy growth! Traveling plays a vital role to all people s life, includes children s and traveling by automobile becomes a very important way for people s daily life. There are more and more Chinese family owns a car as the rapid development of the domestic economy. It is increasingly common for children to travel by cars, but security protection is a serious social problem. According to data, in 2013.there were 5,986,776 reported road traffic accidents with an increase of 1,259,908 accidents and a rate of 26.65%. The children's traffic accident killed people, Digital alarming. The purpose of this thesis is to analyze the causes of the accidents in children's travel accidents and the market demand of the Baby cars rat in China. This thesis shows the necessity of popularizing the CRS in China. Keywords: children travel safety, baby car seat, child restraint system

313 QS 2-1/TW-27 Build Core Competencies of Brand Development in the Service Industry Shu-Hsien Tai*, Ching-Chow Yang and Chi-Jei Yang Department of Industrial and System Engineering, Chung Yuan Christian University, No. 200 Chung Pei Road, Chung Li, 32023, Taoyuan, Taiwan, R.O.C. *Corresponding Author: Tel , Fax: Abstract Service industries are rapidly growing and playing an important role in industry structure. However, whether in export or private brand development, successful cases in service industries are fewer than manufacturing. Therefore, building core competencies on brand development in the service industry has become extremely necessary. In order to assist service industries to build their competitive advantage on brand development, we based our study on literature reviews, then proposed five constructs of core competencies of brand development in the service industry. These include the operating model, branding strategy, customer value, service awareness, and performance. We also use the Delphi Method to examine the importance and priorities of the five core competencies which valuable suggestions for the service industries to successfully implement the brand development. We found that the service enterprises need to assure the customer value first, then service awareness, next performance, and operating model and finally branding strategy. By the way, the priorities on practices of five core competencies are customer relationship management, service commitment, value model, loyalty operating and customer commitment. Thus the service enterprises need to build core competencies of brand development. After that, they can have more competitive in the country, even in the world. Keywords: service industry, brand development, core competencies

314 QS 2-2/TW-14 Empirical Study of Service Quality under Cultural and Creative Economic Trends Tzu-Ya Ho*, Hung-Pei Chen and Hsien-Tang Tsai Department of Business Management, National Sun Yat-Sen University, No. 70, Lien-Hai Rd., Kaohsiung City, 804, Taiwan, R.O.C. *Corresponding Author: Mobile Abstract In such an era of rapidly changing of technology and tourism styles, heritage tourism has become a popular trend gradually. Compared with passive or recreational entertainment activities, an increasing number of people currently prefer to indulge in high quality, special interest, and meaningful experience. Consumer buying behavior tends to be emotional, many people no longer just focus on the features or price of merchandise, and instead they take artistic or creative value into account. In this vein, service quality will be significantly crucial because of its role in influencing consumers perception. Monuments possess not only architectural but also instructive features, pertinently, Hayashi department store in Taiwan is one of the best examples, which combined historical background of cultural and creative merchandise. Therefore, the aim of this article is to conduct an empirical study of service quality under the cultural and creative economic trends by investigating a case of Hayashi department store. This research conducts a quantitative questionnaire survey, a total of 220 questionnaires are distributed to adult visitors in Tainan Hayashi department store, and 205 valid data are collected. The proposed service quality model comprises four constructs such as consumption value, service quality, consumers satisfaction, and behavioral intention. The mediation of consumers satisfaction between consumption value and behavioral intention, as well as the moderation of service quality between consumption value and consumers satisfaction are analyzed by using regression and analysis of variance. The results and finding are summarized below: 1. Consumption value presents significantly positive effect on consumers satisfaction; 2. Consumers satisfaction presents significantly positive effect on behavioral intention; 3. Consumption value presents significantly positive effect on behavioral intention; 4. The interactions between consumption value and quality service are significant for both consumers satisfaction and behavioral intention; 5. Both mediation and moderation are confirmed significantly. This study has shown that both consumption value and service quality can enhance consumer satisfaction and behavioral intention for cultural and creative industry. Therefore, service quality plays the most important role for the new economic trend by combining heritage environment and creative product. Keywords: heritage tourism, cultural and creative industry, service quality, consumption value

315 QS 2-3/TW-29 Using Dynamic Network Analysis to Investigate the Knowledge Diffusion Aspect of a Recreational Service System in Belize with ORA-Netscenes Levi Munoz and Hen-Yi Jen* Department of Industrial Engineering and Management, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, Taoyuan, 320, Taiwan *Corresponding Author: henyi@saturn.yzu.edu.tw Tel ext Abstract The ability to transfer knowledge throughout the social network is a key component to organizational performance and yet not much research has been done in this area. Social Network Analysis (SNA) has been used to model these networks but SNA has many limitations that prevent it from giving a good view of this measure. Dynamic Network Analysis (DNA) utilizes not only the social network, but the networks that build upon this, by incorporating the tasks agent performance as well as the knowledge. Utilizing dynamic network analysis using ORA-Netscenes program, this research aims to gain a more concise understanding of the learning capacity of a social network. Utilizing emergent leader identification, critical agents that allow for efficient knowledge transfer can be identified. Following this, the effects of the removal of these agents in the network may be analyzed. This information will allow for a redesign of the network so as to create a more resilient system that can not only react quickly to opportunities but also remain stable in the face of internal or external change. This represents a new avenue of understanding of service systems and ways in which organizations may position themselves in order to increase their competitiveness in the present dynamic economic landscape. Keywords: dynamic network analysis, knowledge diffusion, service science, network analysis, resiliency

316 QS 2-4/IN-05 Implementation Agile Processes in Service Operation in a CMMi Platform Lopamudra Tripathy* Quality Manager, Wipro Technologies, Sarjapur Road , Bangalore, India *Corresponding Author: lopamudra.tripathy@wipro.com, Tel Abstract Capability Maturity Model Integration (CMMi) for Services is a popular software process improvement model. This model helps software services industries to measure the processes and identify potential areas for improvement. Matured organization uses high maturity practices of the CMMi model to manage and improve processes which ensures faster delivery, better SLA adherence and enhanced customer satisfaction. We are sharing one of the many case studies that have been implemented in WIPRO. In one of the account, need was to perform cost optimization. Ticket volume had increased but had to be managed without addition of resources. Need of the hour was to improve the capability of the resources to handle more tickets to meet the volume. It was a challenge for account team to study existing processes and identify potential improvement areas based on data. Various key processes like knowledge availability, ticket allocation, 3rd party dependency, on-call support were looked at and identified potential areas based on statistical analysis. Verification of improvement for both ticket productivity and individual independent variables were done. The statistical process control technique was implemented to monitor and track controllable parameters ongoing basis so that improved performance can be maintained. Various agile methodologies like visual dashboard, frequent Monitoring and Reporting, daily huddle meeting were also introduced. Account team really benefitted by not only improving productivity and optimizing cost but also got customer and business user satisfaction also. Here the ticket-csat improved from 4.2 to 4.52, 30% reduction in backlog% and 80% increase in incident productivity with an annual saving of $250K. Keywords: CMMi for services, agile, productivity, cost optimization

317 QS 2-5/IN-26 High Maturity Practices and Achieving Excellence in Software Testing Services (Test Maturity Model Integration) Seemai Chamy R.* Wipro Technologies, No 72, Keonics Electronic City, Hosur Road, Bangalore India *Corresponding Author: Tel: , Fax: Abstract The Indian IT industry contributes significantly to the Global Product development, enhancement and maintenance across all domains. The success of a developed product is assured through the Testing life cycle. Over the past few decades, the IT industry has reasonably matured in providing Test strategy, Test management, Test execution and Test automation. It has become imperative for the IT software organizations to increase the value provided by the Testing phases on a continuous basis. The Test Maturity Model Integration (TMMi) Foundation is a not for profit organisation, founded by a number of leading test and quality practitioners TMMi Foundation is dedicated to improving software test and quality related processes and practices. The Foundation owns and supports the TMMi model, provides an independent accreditation service for lead assessors and assessors, along with the structured accreditation assessment methods. For more information, please visit TMMi Foundation proposed a maturity model in line with the popular CMMi framework for the assessment of organization s practice in the Testing and Independent Verification and Validation work. Wipro decided to adopt this maturity model considering the business impact and value addition to its customers in the Testing Services division of the organization. The Implementation of the TMMi framework followed the typical approach of process implementation viz. Process gap identification, development of process steps & artifacts to address the gaps, implementation& roll out, QMS revision, Audit checks & conformance confirmation and certification. While every certification follows these steps, the TMMi implementation and certification in Wipro adopted practices that made the TMMi Level 5 certification journey unique and impactful. This paper deals with the overview of the TMMi certification journey Wipro undertook, the innovative practices that made the Level 5 certification possible in the first attempt. Keywords: product, quality, TMMi, process, certification

318 QS 2-6/HK-04 How KFC Allocates the 4 Ps Marketing Strategies in China? Zhang Jing 1 *, Chan Kan Ip Philip 2, James Ming-Hsun Chiang 3 1 University of Quebec at Montreal (UQAM) Postdoctoral Fellowship, KFC Franchisee, Huaqiao Building, No.1 2 Zhongxin Road, Xinhui District, Jiangmen City, Guangdong Province, P.R. China 3 University of Quebec in Montreal, Postdoc Supervisor, philip.chan@lifelong.edu.hk, drjameschiang@yahoo.com.tw *Corresponding Author: guanhaozhangjing@163.com, Tel: , Fax: Abstract I have become the Franchisee of KFC brand for more than 12 years. I learned a lot, not only the operation experience I have gotten from running a KFC restaurant, but also the right marketing strategy in China which it has been employed by KFC. In 2013, comparing with his main rival McDonald restaurant, KFC is beyond successful with a number of 4600 stores, but for McDonald only has 1750 stores. Even if, in the United States, McDonald is ranked first, KFC only in seventh position in the fast food chain market. Why KFC is much more successful than McDonald in China? That s why I want to disclosure to you. The employments of different marketing strategies are determined which one is much more suitable in China market mainland. In view of this, this study would like to assess 4Ps (Product, Price, Promotion and Place) of the marketing strategies of KFC (Kentucky Fried Chicken) and McDonald. It is further recommended that related studies be made to further improve the marketing mix strategies of fast-food brand. Consumer s needs are ever changing and companies must be able to adjust their marketing strategies to meet these changes. Keywords: KFC, McDonald, 4Ps (product, price, promotion and place), marketing strategies

319 ANQ Congress 2015 TAIPEI Poster Session

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321 P-1/CN-04 Detection Study of the Sheet Metal Based on Ultrasonic Lamb Wave Technology Peng-Fei Ding, Wen-Gang Hu*, Da-Liang Liu, Xiao-Hong Zhang and Jing-Min Luo Capital Aerospace Machinery Corporation, 2# Jingbei East Road, Fengtai District, Beijing 10076, China *Corresponding Author: Tel , Fax: Abstract With the development of the light material, the application of the sheet metal becomes more and more extensive in the aerospace. Due to the surface blind area of the conventional ultrasonic testing, this method cannot efficiently inspect the defect in the sheet metal. To solve the quality inspection of the sheet metal, the method based on the ultrasonic lamb wave is put forward. Ultrasonic lamb wave is a special propagation form of ultrasound. It is mainly formed in the thin-walled specimens whose wall thickness is five times less than the wavelength. So it is especially used for the detection of the sheet metal. Due to the detection complexity of the ultrasonic lamb wave, the performance and inspection mechanization of the ultrasonic lamb wave were studied in this paper. Especially, the farther analysis on the dispersion essentiality and the multi-mode feature of the ultrasonic lamb wave were researched. Moreover, the dispersion equation of the lamb wave was numerically solved with the tools of the MATLAB mathematical analysis. Then the dispersion curve of the lamb wave and the excitation curve of the incidence angle were obtained. Finally, the aluminum sheet with 3mm thickness was detected by this method. The result showed that this technique not only had the higher inspection efficiency, but also the higher reliability. Then the reliable inspection means for detecting the aerospace sheet metal was established. Keywords: quality inspection, ultrasonic lamb wave, sheet metal

322 P-2/IN-11 Case Study for Improving the Process Yield in a Glass Manufacturing Process K. Kumar 1, S. Purushothaman 2, Krishen Kumar 3 and Sumit Yadav 4 * 1 Former Director MACE (MSIL) 2 Dy. Director MACE (MSIL) 3 Plant Manager, Asahi India Glass Ltd 4 Sumit Yadav, MACE, MACE_Sumit *Corresponding Author: Yadav@maruti.co.in, Tel Abstract This Paper discusses a Lean Six Sigma Study that was carried out at M/S Asahi India Glass Company which is one of the tier-one auto glass supplier for MSIL (Maruti Suzuki India Ltd.) which is India s largest car manufacturing organization. During the course of investigation major pain area of Management was selected on the basis of Pareto Diagram & Scoping Tree. Some models were found having low yield as compared to their budgeted targets. This study explains the approach of work undertaken to improve the process yield of one of the model named Alto-800 (ME3-Backdoor glass) which had a process yield of 86.8% against the budgeted target of 92%. This case study will explain the application of various graphical and statistical tools of problem solving in real life like Pareto, Box Plot, Main effect plot, Interval plot and Binary logistic regression & DOE. The glass manufacturing process is a three step process. In first step the glass is cut to desired shape and grinded for smooth profile. In the second step, the glass is printed with BCP (Black Ceramic Printing) on the periphery of glass. And in the third step, the glass is heated, bent, and quenched with high pressure air to provide with desired shape and properties. The high rejection in pre-process (cutting and grinding), printing process, and tempering process (Heating, Bending and Quenching) was analyzed using Lean Six Sigma DMAIC methodology for major contributing defects Curvature NG, Blast Head Breakage, Roller Imprint, Breaking off Chips, Grinding Chips, Print Cut, and Dust Mark. Optimized solutions using DOE and hypotheses testing were successfully implemented to improve the pre-process yield of Alto-800 Backdoor glass from 98.5% to 99.5%, printing process yield from 98.5% to 99.5%, and tempering process yield from 88.45% to 98.5%. As a result, the overall processes yield of Alto-800 Backdoor glass got improved from 86.8% to 97%. Keywords: yield, tempering, DOE, DMAIC, glass

323 P-3/IN-23 To Implement Mixed Use of Lean Six Sigma and Deep Analysis Approach in Glass Automotive Industry K. Kumar 1, S. Purushothaman 2, Anil Jangra 3, and Mayank Kumar 4 * 1 Dr. K. Kumar, Former Director MACE (MSIL) 2 S. Purushothaman, Dy. Director MACE (MSIL) 3 Anil Jangra, Production Head, Asahi India Glass Ltd 4 Mayank Kumar, MACE (MSIL) *Corresponding Author: drkkuma@gmail.com, S.Purushothaman@maruti.co.in, Anil.Jangra@aisglass.com, MACE_mayank.Kumar@maruti.co.in, Tel , , , Abstract The purpose of this paper is to bring the focus on problem solving techniques using mixed use of Lean Six Sigma methodology and Deep analysis approach to explain correlation between problem phenomena with the exactness of the process by using PDCA approach to achieve breakthrough sustainable desired improvements/results and to change the mind set of peoples within the organization that root cause cannot be established just by thinking and engineering guesses. Six Sigma methodologies help to pin point root causes using simple data collection and DMAIC technique. This case study will explain the application of various graphical and statistical tools of problem solving in real life like Pareto, Box Plot, Main effect plot, Interval plot and Binary logistic regression. The study was conducted at M/S Asahi India Glass an auto glass manufacturer for India largest Car Manufacturer Maruti Suzuki India Limited. The major pain area was process yield of Glasstech I-81 Tempering process of was (MP8-BCK New Swift) i.e % against the target of 93.5% in FY st half. With the scoping tools like tree diagram and Pareto, Product Back Door glass of Swift model (MP8-BCK) was found the major contributor and characteristics identified for analysis were Curvature NG, Blast Head Breakage and Printing Problem. As a result by this case study after analysis and countermeasures the overall rejection is reduced by 8.37%. Keywords: automotive industry case study, glass industry-tempering process, lean Six Sigma methodology deep analysis-exactness of process, major pain area for management

324 P-4/JP-13 A Study on Asbestos Using the Environmental Crisis Management Model Yukihito Shimamura 1 * and Noriyuki Horie 2 1 Tsukuba University of Technology, Kasuga, Tsukuba, Ibaraki, Japan 2 Kokugakuin Tochigi Junior College, 608 Hirai, Tochigi, Tochigi, Japan *Corresponding Author: shimamura@cs.k.tsukuba-tech.ac.jp, Tel , Fax: Abstract The purpose of this study is to examine the relation between decisions and crises for each stage in the process of corporate environmental crisis management. Therefore if the corporate reaction to environmental crisis management is not appropriate, corporate development will be impacted. This study aim to establish a benchmark for environmental Crisis management (hereafter referred to as ECM model, that is Environmental Crisis Management Model ) which allow a company to develop on an ongoing basis. For these reason, it was determined to create a benchmark through the analysis of past actions taken toward the environment and environmental crisis according to the stages of a company s growth. A case study was considered in order to examine whether the ECM model can work appropriately with a real environmental crisis. The case is: asbestos handling, which was considered to be a failed environmental policy, was examined. The results conformed to the postulation that at any point in the relationship between time and environmental measures cost, the environmental crisis management decision stage and crisis stage will occur alternately. Therefore, this shows that subsequent environmental risk management decisions are affected by previous environmental crisis stages. The validity of the ECM model was clarified. Keywords: asbestos, environmental crisis, management model, decisions and crises, environmental measures cost

325 P-5/JP-24 Comparative Study on the Estimation Models for the Willingness-to-Pay of the Attribute Noriyuki Horie 1 * and Yukihito Shimamura 2 1 Kokugakuin Tochigi Junior College, 608 Hirai-cho, Tochigi-shi, Tochigi, Japan 2 National University Corporation Tsukuba University of Technology, Kasuga, Tsukuba, Ibaraki, Japan *Corresponding Author: horie@kokugakuintochigi.ac.jp, Tel , Fax Abstract In order to understand the consumer consciousness of environmentally friendly products, a questionnaire survey was conducted in Japan. In this study, food was chosen as an objective product. Respondents of this questionnaire survey were students in Japan. As for a conjoint analysis, many kinds of analytic models were proposed. However, studies on the mutual relation among these models were very scarce. Willingness-to-pay (WTP) for attributes of a product was calculated by various kinds of models, and the results were compared. It was clarified that there were some differences among the estimated results by a linear additive model and a conditional logit model. Keywords: conjoint analysis, willingness-to-pay, linear additive model, conditional logit model, environmental attribute

326 P-6/KR-05 The Application of Constrained Bayes Estimation for Product Quality Control Tai-Kyoo Kim* Professor, Hannam University (Korea), 133 Ojeong-dong, Daedeok-gu, Daejeon, , Korea *Corresponding Author: Abstract The purpose of this study is to apply the constrained Bayesian estimation methodology for product quality control process and prove the effectiveness of the product management by comparing with the well-known Bayes estimator through data performance result. The Bayes and constrained Bayes estimators were produced based on the theoretical background and for confirming the effectiveness of suggested application, the deviation index was defined and calculated for the comparison. The statistical analysis result shows that applying the suggested estimation methodology, that is, constrained Bayes estimator improves the effectiveness of the index with regard to reduce the error by matching the first two empirical moments. Considering the advanced Bayesian approaches such as constrained Bayes estimation for the product quality control process, the newly defined deviation index reduces the error for estimating the parameter histogram which is reflected both location and deviation parameters and furthermore various Bayesian perspective approaches seems to be meaningful for managing the product quality control process. Keywords: Bayesian estimation, constrained Bayes estimator, quality control process

327 P-7/KR-08 Improving Healthcare Service Quality and Diagnosis Accuracy - Based on Optimal Oversampling Method: Application Hypertension Patient Clinical Data Da Sol Park* and Sang Chan Park 1 School of Management, Graduate school, Kyung Hee University, 26 Kyung Hee-daero, Dongdaemun-gu, Seoul , Korea, KSQM *Corresponding Author: sangchan@khu.ac.kr, dahapu@naver.com Abstract Service quality has been an important topic in healthcare field from before. Especially, it is directly related to patient satisfaction. The purpose of this study is to improve healthcare service quality and diagnosis accuracy. In other words, it is the point to improve patient service quality by solving imbalanced data. We use 401 hypertension patient data. Also we use oversampling method among various methods in order to solve imbalanced data. As a result, we find that optimal ratio is 3:9 or 7:9 ratio. But considering that efficiency, 3:9 ratio is more effective. In conclusion, imbalanced data cause that patient satisfaction and accuracy of diagnosis become lower. So it is appropriate to use oversampling method known as generally method for 1:3 ratio. Keywords: disease diagnosis accuracy, patient service quality, healthcare service quality

328 P-8/KR-11 Acceptance of Fin-Tech Technology in the Era of Big Data Ju Young Han and Yung-Ho Suh* Kyung Hee University, Seoul, Korea #709, Orbis Hall, Kyung Hee Univ., Hoegi-dong, Dongdaemun-gu, Seoul, Korea *Corresponding Author: Abstract The purpose of this research is to find out the critical success factors for mobile payment using TAM. These days, Financial Services Commission of Korea established a plan about Creative Financing, Financial Trust, and Financial Stability. The first issue is convergence of financial business and IT. Financial system is on improving on online and it supports the growth of the Fin-Tech industry. Financial technology, also known as Fin-Tech, is a line of business based on using software to provide financial services such as alipay, applypay, kakaopay, and app-card. This Fin-Tech industry has seen rapid growth over the last few years, according to the statistics by Korean government. Also, simply in the area of payment using open market, social commerce has grown from 30 percent in 2013 to 110 percent in According to growth, credit card companies and MIM (Mobile Instance Messenger) companies have launched simple payment system such as app card and kakaopay in Korea. This study investigates critical success factors affecting the adoption of mobile payment using Fin-Tech. It will perform a comparative analysis between kakaopay and App card users. Keywords: fin-tech, mobile payment, kakaopay, tam, risk

329 P-9/KR-13 The Evaluation Model of Climate Change in Public Enterprises Shinwon Seo¹, Chang-Hwa Baek 2, Sung-Uk Lim 2 * ¹Researcher, Korea Institute of Science and Technology information, 245 Daehak-no, Yuseong-gu, Daejeon, Assistant Professor, Daejin University, 1007 Hoguk-ro, Pocheon-si, Gyoonggi-do, , Korea *Corresponding Author: sulim@daejin.ac.kr, Tel , Fax: Abstract By subdividing the evaluation model of organizational management of existing public institutions, it is the first evaluation model that grasps the capabilities of natural disasters and crisis matters. This paper can improve the capabilities associated with climate change in the future weather by carrying out the evaluation of the results, The Typhoon and cold weather changes, operational systems, and reflux systems. This model supports the method of AHP and Delphi in order to calculate the weight of the evaluation model. Using the crisis management of the evaluation model of domestic public institutions, it is can be utilized to derive the improvement of capabilities and problems of typhoon cold weather. Keywords: evaluation index, climate change, local government

330 P-10/KR-17 Adjustment of Quality Management Technique to Improve the Quality of Blast Resistant Structural Design Suhyun Ree 1, Thomas Kang 1 and Sangbok Ree 2 * 1 Department of Architecture and Architectural Engineering, Seoul National University, 1 Gwanak-ro, Gwanak-gu, Seoul, , Korea 2 Department of Industrial Engineering, Seokyeong University, 124 Seokyeong-ro, Seongbuk-gu, Seoul, , Korea *Corresponding Author: sbree@skuniv.ac.kr, Tel: Abstract In onshore industry, a gas explosion has been frequent accidents and caused a number of human casualties and economy damage. The degree of damage is influenced by various factors; the reactivity of fuel, obstacle density, distance from the center of an explosion, confinement, etc. These factors significantly affect the determination of blast loads, which also are quite dependent upon a person who makes a decision regarding the factors. This paper is purposed to select main factors which affect a large range of blast loads and find the most influential one using scenario analysis method. Under various scenarios, each result is compared. The finding is expected to improve the quality of blast resistant structural design. Keywords: gas explosion, blast resistant design, quality management technique

331 P-11/KR-20 Visualization Tools for Quality Performance of Small and Medium Companies Based on the ISO 9001:2015 Revisions Wan-Seon Shin 1, Sung-Min Bae 2, Sung-Uk Lim 3 Min-Gyu Kim 4 * and Yeong-Been Kim 5 1 Professor, SungKyunKwan University, 2066, Seobu-ro, Jangan-gu, Suwon-si, Gyeonggi-do, , Korea 2 Associate Professor, HanBat National University, 125 Dongseodae-ro, Yuseong-gu, Daejeon, Korea 3 Associate Professor, DaeJin University, 1007 Hoguk-ro, Pocheon-si, Gyeonggi-do, , Korea 4,5 Master Course, SungKyunKwan University, 2066, Seobu-ro, Jangan-gu, Suwon-si, Gyeonggi-do, , Korea *Corresponding Author: wsshin@skku.ac.kr, Tel: , Fax: Abstract ISO 9001:2015 version is considered as an important opportunity for small and mid-sized enterprises (SMEs) to promote their quality initiatives. However, the role of the system based approach is going to be limited in its impact, for there are no effective tools to demonstrate the level of quality management. The primary purpose of this study is to propose a set of key visualization tools with which the quality professionals in SMEs can show their levels of quality management. ISO 9001:2015 has been first thoroughly investigated and then a survey analysis was conducted to find out the needs in the field when applying ISO The visualization tools proposed here include Rolling Map, Spray Chart, Quality Strategy Planner, Us-Them Analysis, and Quality Strategy Canvas. Rolling Map is designed to position the levels of sub items of quality factors. Spray Chart can be used in prioritizing the sub characteristics, while Quality Strategy Planner (QSP) links the inter-relationships among measures and success factors from leadership to financial result. Us-Them Analysis compares one s performance levels with those of its competitors. Quality Strategy Canvas (QSC) is a visualization tool that can be utilized to exhibit improvement plans. The test results of the visualization tools and their potential contributions in the field QM efforts are also explained along with case examples. ISO 9001:2015 focuses on a risk-based thought process. Realization of the future risks within the organization becomes increasingly crucial for meeting new challenges of SMEs. We believe that the practitioners would benefit from the visualization tools in detecting early signals of their hidden quality or safety problems. Keywords: ISO 9001, visualization tools, quality management, rolling map, us-them analysis

332 P-12/KR-21 Design Comes to Service as Innovation Driver Youn Sung Kim 1 *, Kyung Sun Lee 2 and Seo Young Kim 1 1 College of Business Administration, Inha University, 100 Inha-ro, Nam-gu, Incheon , Korea 2 Graduate School of Business, Inha University, 100 Inha-ro, Nam-gu, Incheon , Korea *Corresponding Author: keziah@inha.ac.kr, Tel Abstract Service Design (SD) is an emerging approach for the service innovation in the field of private and public service. SD is a qualitative approach as well as a creative and interactive approach in which a designer works on quantitative data derived in certain theories which help of some design tools and skills. There are several SD issues such as definition, tools and skills and performance of SD. In this research we try to figure out how to make use of a SD as the service innovation driver by Korean case analysis. Keywords: service design (SD), service design tools, service design best practices, service quality

333 P-13/KR-22 On the Effects of the Key Factors for Service Quality Management on Customer Satisfaction in the Call Center Yujin Park*, Jeongeun Lee and Hanjoo Yoo Business Administration, Soongsil University, , Seoul, KS013, Korea *Corresponding Author: Tel Abstract Today, quality management is the most important thing in the companies and organizations to provide all kinds of customer satisfaction. As customer s demands and expectations of service are increasing, service encounters have been highlighted as a first customer contact point of the firm. Many previous studies emphasized that superior service determines customer satisfaction and leads the customer loyalty. However, only few have been known about major dimensions of service quality provided by call centers. There is a need to identify new dimensions of service quality in the call center settings. For this, we will try to measure the key factors of call center s service quality, quality management on service performance, and connect them with the customer satisfaction. From this study, we propose that call center service quality have the causal relationships with customer satisfaction. Keywords: service quality, quality management, customer satisfaction, call center

334 P-14/KR-23 The Quality of the Mobile Payment System and Its Impact on the Intended Use of the User Characteristic Resistance Hanjoo Yoo, Sangmin Choi and Sanghoon Jung* College of Business Administration, Soongsil University, , Seoul, KS013, Korea *Corresponding Author: Tel Abstract Foreign companies are creating new payment market with the differentiated goods and services that existing Korean domestic companies cannot provide one-click payment, crowd funding and P2P lending. But, it is current status that the development of Korean domestic payment system is inactive because business conditions are still immature. It is forecasted that it would be hard for the foreign companies of payment system to penetrate into Korean domestic market in short-term, but it is expected that it would have the severe influence on the domestic financial industry in case their penetration into the domestic market is realized. So, the influence of quality characteristics of payment service on user resistance and intention to use was willing to be investigated in this study focusing on Kakao Pay that was introduced and distributed in Korea. Keywords: mobile payment service, quality characteristics, user resistance, intention to use

335 P-15/KR-26 A Study on the Effect of Customer-Oriented Quality Circle Activities on Business Performance for Service Firms in Korea Hanjoo Yoo* and Gwang Suk Song College of Business Administration, Soongsil University, 369Sangdo-Ro, Dongjak-Gu, Seoul, , Korea *Corresponding Author: hyoo@ssu.ac.kr, Tel Abstract The paper analyzes empirically the causal relationship between Quality circle activities and Business Performance for Korean service firms. We compare the operational characteristics of the service firms QC Circle Activity and business performance. In this study, we used 3 concept variables, QC activities, Employee commitment and business performance. Especially, Service SME s QC Circle activities were analyzed in related with growth of company on the basis activities such as leadership (team), improvement activity, Organizational learning, customer-focus activity and employee suggestion. The result of analysis showed that employee commitment affected significantly on financial performance and non-financial performance and in turn, improvement activities, Organizational learning and customer-focus activity affected significantly on Employee Commitment. However, it indicated that only one(improvement activity) activity has affect the significantly on businesses performance Furthermore, the result of analysis showed that employee commitment have significant direct effect on the only business performance(financial and non-financial). Keywords: QC circle, QC activities, employee commitment, organizational learning, new QC story

336 P-16/SG-06 Improving Patient Safety through Visual Medication Identification Wanjun Wong 1 *, Hong-Yi Koh 2, Li-Yong Chew 1 and Shuan-Khiag Yeo 3 1 Specialist Outpatient Clinic J, Singapore General Hospital, Singapore 2 Department of Dermatology, Singapore General Hospital, Singapore 3 Specialist Outpatient Clinic-Operations, Singapore General Hospital, Singapore *Corresponding Author: wong.wan.jun@sgh.com.sg, Tel , Fax: Abstract Patients, especially those with chronic dermatological diseases, have often tried various topical medications in the past. Most topical medicaments come in tubes of similar sizes and packaging, and patients are usually unable to identify the medication by name. Frustration arises during consultation, when patients cannot accurately tell their doctors which medication they prefer to have or not to have. Physicians may prescribe the wrong topical medication, only to have patients reject these at the pharmacy. Using a color visual chart of commonly prescribed topical and systemic medications; patients are able to tell their doctors precisely which medications they have used. With this intervention, we have successfully reduced the time spent by doctors going through a patient s medications. Additional benefits include reduced overall consultation time, decreased medication error on patient s arrival at the pharmacy, improved efficacy in a busy clinic, and better patient experience. We foresee elderly or illiterate patients to especially benefit from such a tool. Keywords: visual topical chart, easy identification, reduce waiting time, reduce prescription error, enhance patient safety

337 P-17/TW-02 A Statistical Analysis of the Consistency among Experts Appraisals of the Most Advantageous Tender in Taiwan s Public Works Procurement Cheng-Ping Lin and Derick Kong* Department of Civil Engineering, National Taipei University of Technology, 1, Sec. 3, Zhongxiao E. Rd. Taipei 10608, Taiwan, R.O.C. *Corresponding Author: derickkong@yahoo.com, Tel: # 2659, Fax: Abstract The purpose for implementing the Most Advantageous Tender for public construction projects was to decide the best procurement project for the Taiwanese government based on a consistent opinion of quality of the entire evaluation committee. However, disagreements often occur over the consistency of Most Advantageous Tender evaluation results. The Taiwan Control Yuan has issued report years after the implementation of the Most Advantageous Tender indicating that a number of potential problems have existed since the implementation of the Most Advantageous Tender. For example, regarding the evaluation results of 2012, a total of 132 inconsistent evaluation opinions resulted from abnormal scoring by some evaluation committee members. Previous studies have found that, when some evaluation committee members give overly high or low scores to some of the bidding companies, the final evaluation results of the Most Advantageous Tender might be affected. It is therefore necessary to determine methods that use quantitative indicators for discerning the consistency level of the entire opinion of the Most Advantageous Tender evaluation committee. This study adopted statistical methods such as Kendall s coefficient of concordance and Spearman s rank correlation coefficient to verify an actual case. For the studied case, the researcher found that Kendall s W= ( , p ,) and more than half of the committee members had a Spearman s rank correlation coefficient larger than 0.7 (p value 0. 1.) Hence, the researcher can claim at a 90% confidence level that in the studied case the opinion of the entire evaluation committee of the Most Advantageous Tender reached a level of consistency. Through empirical analysis, this study provides a quantitative method for discerning the consistency level of the entire opinion of the Most Advantageous Tender evaluation committee. Hopefully the results of this study will become a reference for the Taiwanese government for future policies, specifically in assessing the tender-awarding methods of construction procurement projects, thereby enhancing the quality of tender-awarding and assisting the process to be more objective, transparent, and just. Keywords: most advantageous tender (mat), degree of consistency, Kendall s coefficient of concordance, spearman's rank correlation coefficient, experts appraisals

338 P-18/TW-07 QCC, Not Only QC-Story and QC Tools Fang-Lan Chou* Vigor Management Consulting Co., Ltd,14F., No.88, Zhongshan Rd., Zhongli Dist., Taoyuan City 320, Taiwan R.O.C. *Corresponding Author: Tel , Fax: Abstract As is well known, QC story is the body of QCC activity and knowing QCC spirit well is one of key success factors. Unfortunately, it is a common phenomenon, observation in my consulting experiences, that managers think it is enough teaching QCC members steps of QC story and relative QC tools like Pareto Diagram, Ishikawa Diagram, and Gant Chart, etc. Besides, they will lay great stress on the importance of top management supporting. However, if facilitators, Circle leaders and middle management don t know their own responsibilities then they will still fail running QCC activity. Most of cases show massive empirical support that once top management decides to run QCC activity then the next challenge is the leadership of Circle leaders, facilitators, and middle managements. Therefore, it is critical to communicate with these cadres what responsibilities they need to know and what ability they need to have in advance of starting QCC program. This paper aims at emphasizing the key factors running QCC activity successfully are not only QC-Story and QC tools or knowing QCC spirit well but also soft skills of management and some important approaches. As my consulting experiences, I conclude some key points that cadres need to know as bellowing. 1. Stop complaining top management not supporting. 2. QCC activity is an ordinary management business not an extra activity. 3. Don t skip the step of making Circle emblem at the beginning of grouping. 4. Selected topics reflect Circle members attitude. 5. Meeting room is not the only place held Circle Meeting. 6. Guiding members to generate more possible causes while making Ishikawa Diagram, besides their preconceived causes. 7. Compared with current situation, even a little change is needed for those measures before expecting improvements. 8. Without public exchange for outcomes, without the driving force for continuous improvements. In this paper, I will share my practices and hope these practices will help those cadres out of QCC suffering if they see QCC is a burden on their job. Keywords: QCC, quality circles, QC Story, Ishikawa, middle management

339 P-19/TW-31 Six Sigma Case Study: Improvement of Printed Circuit Board Delamination Chieh-Chung Tsai*, Kenny Tseng and Jack Chang Unimicron Technology Corp., No. 66-6, Houbicuo, Kengkou Village, Luzhu Township, Taoyuan 33842, Taiwan *Corresponding Author: Tel: ext , Fax: Abstract Delamination of the layers in PCB (printed circuit boards) during manufacturing process is a principal cause of product failure. Delamination is fractional separation of the layers for base material and is caused by reduction of bonding strength due to heat. When stress is applied on delaminated material, it will decrease the long term reliability of products. The process parameters and chosen material have a major impact of delamination risk for a board. The purpose of this article is to solve delamination problem, Six Sigma Methodology of DMAIC (Define, Measure, Analyze, Improve, Control) was applied to this study. SIPOC, Cause and Effect Matrix, Deployment matrix, Pareto diagrams, ANOVA, Normality analysis and DOE (Design of Experiment) were utilized for optimizing the process parameters. Our study results indicated that drilling diameter, drilling layer thickness, and dielectric thickness affect the delamination rate significantly. The delamination rate can be reduced from 24 % to 0 %. The proposed optimization method can be used for mass production of new products. Keywords: PCB (printed circuit board), delamination, Six Sigma methodology, design of experiment

340 P-20/TW-33 The Build-Up Layer AOI Yield Improvement Use Six Sigma Methodology Ming Tsai*, Iris Chen and Winfred Liu Unimicron Technology Corp., No.179 Shan Ying Rd., Kwei Shan Ind. Park, Taoyuan, Taiwan, 333 *Corresponding Author: Tel ext , Fax: Abstract FCCSP (Flip Chip Scale Package) product with 18/18 um line space pattern produced in Unimicron Technology Corp. from 2014 April. There was 1.5% Un-even short defect rate in build-up layer AOI yield of this product and induced additional quality cost. Hence, it is important to set up a quality improvement team to identify the root causes to increase the build-up layer AOI yield of FCCSP product. This paper presents a Six Sigma project conducted at build up layer AOI yield improvement for FCCSP product with 18/18 um fine line space pattern. The Six Sigma Methodology, DMAIC, is employed in this project. At the beginning, we collected AOI defect rate data and identified the main defect modes through Pareto analysis and microscope tools such as SEM. Cause and effect diagrams was adopted to analyze all possible root causes with copper plating line. Five critical factors were found and confirmed through statistical hypothesis test. In this study, some side effects were also considered when we change parameters. With the implementation of Six Sigma Methodology, the un-even short defect rate of FCCSP product was achieved to 0.5% from 1.5% and this yield improvement experience can be useful to help us in the same generation product. Keywords: IC-carrier, flip chip ball grid array (FCBGA), Six Sigma methodology, build up layer

341 P-21/TW-35 To Construct the Quality Criteria of the Reclaim Wafer Surface Particles for Thin Film Monitoring Jia-Huey Chen*, Li-Ying Peng and Chien-Hui Leu Department of Supplier Quality Management, Powerchip Technology Corporation, No.12, Li-Hsin Rd.1, Hsinchu Science Park, Hsinchu, Taiwan, R.O.C. *Corresponding Author: Tel ext. 3052, Fax Abstract In order to fabricate the semiconductor device with high reliability and yield, it is necessary to buy off directly the production status. Reclaimed wafers are used to buy off the stability of production equipment, the setting of process parameters, and the environment status. Reclaim wafers are sourced from prime or test wafers that have been stripped of all films and patterns and re-polished to remove scratches and are also called recycle wafers or regeneration" wafers. The reclaimed wafers must be free of films and with few particles. Laser scanners are used to verify surface particle counts and particle types. To discriminate the crystal originated particles (COPs) and particulate contaminations, the LPD (Light Point Defects) indicate the particulate relating to contaminations, and the LPDN (Light Point Defects Non-cleanable) are relating to defects having the shape of octahedral voids (COPs). The paper studies how the particle type on wafer front surface will impact the decoration of particles after thin film deposition. We illustrate above the impact and discriminate how to control the quality of reclaim wafer surface particles for thin film monitoring. In Figure2, the experiment result shows that the LPD size increase nm in average after a deposition of film depending on original particle size, and the LPDN was smaller the original size. So, we have to control the original particle size before the deposition. We finally construct the acceptance spec of the original particle size according to our result. Keywords: reclaim wafers, monitor wafers, COP, LPD, LPDN

342 P-22/TW-37 Applying Six Sigma DMARC Methodology to Improve the Inventory Control System Yuh-Ji Hwang 1, Hsiu-Rong Wei 2 * and Shau-Hwa Yang 3 1 Procurement & Property Division, ITRI, 195, Sec. 4, Zhongxing Rd., Zhudong Township, Hsinchu County 31040, Taiwan R.O.C. 2 Property Management Department, ITRI, 195, Sec. 4, Zhongxing Rd., Zhudong Township, Hsinchu County 31040, Taiwan R.O.C. 3 Quality and Risk Management Office, ITRI,195, Sec. 4, Zhongxing Rd., Zhudong Township, Hsinchu County 31040, Taiwan R.O.C. *Corresponding Author: Hsiurongwei@itri.org.tw, Tel , Fax: Abstract This project was aimed to improve the inventory control system by applying Vootukuru s (2008) Six Sigma DMARC framework, which integrated the DMAIC and DMADV methods. The project utilized other quality assessment tools, including brainstorming, Pareto chart, Fishbone diagram, Kano model, Quality Function Development (QFD), Failure Mode and Effect Analysis (FMEA), and Benchmarking. These tools were used to gather voice of customer, define the problem, measure process performance, analyze the root causes, improve the process performance, and control the progress made. With the introduction of radio-frequency identification (RFID) into our inventory- checking procedures, results showed that there were 47% reduction in the procedures, 53% reduction in the time, 53% reduction in the number of labors involved in the inventory- checking process. An increase in customer satisfaction from 3.93 to 4.59 was also observed. Our findings suggested that the implementation of the new system increased efficiency, reduced cost, and increased user satisfaction. Keywords: property management, DMARC, DFSS, DMAIC, DMADV

343 P-23/VN-05 Compare the Similarities and Differences between the Higher Education Accreditation Standards in Vietnam and QMS ISO 9001:2008 Ngoan-Vu Dang 1, Tuyen-Vo 1, Ngoc-Le 2, Kiet-Hoang Duong 2 and Vu-Hoang Le 2 * 1 President, Ho Chi Minh City University of Food Industry, 140, Le Trong Tan Str., Ho Chi Minh City, Vietnam 2 Testing and Quality Assurance Department, Ho Chi Minh City University of Food Industry, 140, Le Trong Tan Str., Ho Chi Minh City, Vietnam *Corresponding Author: vulhcntp@gmail.com, Tel Abstract The trend of globalization and international integration poses many challenges for tertiary education in Vietnam. Quality education is a matter of social concern and the most competitive in the training occurs with increasing levels more drastic. On that basis, a number of Universities are also trying to improve the quality and training in Vietnam. Currently, many Universities in Vietnam selection method Quality Management according to QMS ISO 9001: 2008; Registration accreditation under the accreditation standards of Education and Training. Therefore, the quality management according to QMS ISO 9001: 2008 registration and accreditation have nothing alike and different; regulatory role of Universities leadership, involvement of all leaders, teachers, staff in quality assurance within the University are shown how to meet the needs of customers increasingly better than. Keywords: quality systems, accreditation of education and training, quality higher education

344 P-24/VN-07 Assess the Satisfaction of Students in Training at Ho Chi Minh City University of Food Industry, Vietnam Dat-Van Tran 1, Tam-Dinh Ngo 1 *, Kiet-Hoang Duong 2 and Vu-Hoang Le 2 1 Department of Business Administration and Travelling, Ho Chi Minh University of Food Industry, No. 140, Le Trong Tan Rd., Ho Chi Minh City, Vietnam 2 Testing and Quality Assurance Department, Ho Chi Minh City University of Food Industry, No. 140, Le Trong Tan Str., Ho Chi Minh City, Vietnam *Corresponding Author: tamnd@cntp.edu.vn, Tel Abstract Create a basis for increasing customer satisfaction student and improve the quality of University competitions with the University in Viet Nam, from 2005 to 2015, Ho Chi Minh City University of Food Industry has developed and applied Quality Management System QMS ISO 9001:2000. However, everyone was not really focus the research of customer satisfaction and there is not diversity evaluation. Recently, more and more teachers were interested in customer satisfaction student. Research the satisfaction of internal customers at the Ho Chi Minh City University of Food Industry in 2014 identifies the factors that affecting student satisfaction and assess the impact of each factor. This research is based on service quality theory; models of the author as Groonroos s model (1984), and model of Prasuraman and et al (1985), Parasuraman s model (1988) and analysis practice of Ho Chi Minh City University of Industry Food. Keywords: satisfaction of customer, impact factors, quality of service, quality model

345 P-25/VN-08 Analysis of Factors Affecting Motivation of Students Learning HUFI Tam-Dinh Ngo* and Nam-Trung Nguyen Ho Chi Minh City University of Food Industry, No. 140, Le Trong Tan Str., Ho Chi Minh City, Vietnam *Corresponding Author: Tel Abstract Learning motivation is an important issue that affects behavior and academic result and future work of students. There are studies indicating that these group factors affect the learning motivation of student. There are group social, group school, group family and characteristics Individual students. Although there are many factors that affect learning motivation of student. But this article presents the result of factors on school. This research is based on theoretical, models of prior research and reality at Hufi. The result showed the quality of faculty, learning environment, learning condition, activities of student support in learning, leader of university that have effect positive their learning motivation. Keywords: teachers, students, motivation, student motivation

346 P-26/IN-04 Application of Orthogonal Array to Reduce Time to Market in Automotive Software Projects Sarath Sasidharan, Venkata Bhandaram, Harikumar Chandranpillai Kuttiyelathu and Smitha Bhandary* Wipro Technologies, Electronic City, Bangalore, Karnataka, India, *Corresponding Author: Tel Abstract The Automotive software industry is becoming increasingly complex with shorter technology cycles, increased number of products and options and ever evolving technology. Consumer expectations are changing radically with focus on the connected car. Tough competition makes efficiency, inventiveness, flexibility and decisiveness mandatory. The automotive marketplace is transforming, and so is the relationship between Original Equipment Manufacturers (OEMs) and suppliers. Some automotive suppliers are becoming important partners in innovation; while others are expected to bring in efficiency in the supply chain. Suppliers that find new, innovative and efficient ways to create value have a fair chance to prosper. Reducing cycle time with a defect free product is the need of the hour. In this case study we present the application of Orthogonal Array (OA), which has helped to reduce the cycle time at the same time maintaining the focus on quality. Orthogonal array is a statistical method of defining parameters that convert test areas into factors and levels. Test design using orthogonal array creates an efficient and concise test suite to maximize the test coverage while minimizing the number of test cases. Orthogonal array tests pair-wise combination of selected factors across their levels. However one reason that some organizations quote for their reluctance to adopt Orthogonal Array method in their testing approach is because of the unavoidable risk that it carries due to optimization of test suites using pairs of factors. In this case study we explain how a structured approach could be taken to adopt Orthogonal Array for regression test cycles keeping in mind application stability as well as the risk and impact to business, thus delivering the actual benefits that Orthogonal Array promises to bring to the table without compromising on quality. Keywords: orthogonal array, automotive software, time to market, regression testing, case study

347 P-27/IN-07 Reduction of Defects and Improving GO to Market Processing Time in Assure Health Project BOS Service Line Bipin Kumar Gupta and Byranna Kumar* Wipro Infotech, 72, KEONICS Electronic City, Bangalore, India *Corresponding Author: Tel , Fax: Abstract Wipro Assure Health is a Next generation Non-Invasive Health monitoring platform that improves affordable patient care through wearable devices, mobility & cloud based clinical decision support system. The incubated solution enable quality healthcare delivery across the provider chain (hospitals, clinics and primary health centers) making it affordable and accessible to every citizen. The solution extends from wellness, chronic disease management to monitoring of high risk pregnancies. Keywords: health, pregnancy, fishbone, regression, monitoring platform

348 P-28/IN-24 An Application of Six Sigma Methodology to Reduce the Engine Overheating in Off Highway Vehicles Prakash Adakane* Manager, Vehicle Integration, Automotive & Farm Sector Mahindra & Mahindra Ltd. Chennai, India *Corresponding Author: Tel Abstract Tractors application like threshing or hay involves the operation of tractor under dusty and chaffy conditions. These foreign particles by entering through tractor gaps reduces the air flow to heat exchangers and clog the cooling system in the tractors and thus increase the chances of engine overheating. Frequent engine overheating and cleaning of chaff, not only affects the engine performance and productivity but also increase irritant to the customers. The Six Sigma Methodology of DMADV (Define-Measure-Analyze-Design-Verify) is deployed to tackle this problem. Several tools have been employed to solve this problem including the Pareto Analysis, VOC, Kano Analysis, Quality Function Deployment (QFD), Measurement System Analysis (MSA), R&R Analysis, DFMEA, Tolerance stack up, CFD & 1D simulation, Cause and Effect Diagram, Hypothesis Testing, Control Charts, Regression. The disciplined approach methodology of Six Sigma enables the team to tackle the problems effectively. The Analysis shows that the Sealing s & mesh size have the significant effects to engine overheating problem. From this finding, major improvement for these two items along with other supporting parts is carried out. The end results are very encouraging. By tackling the above-mentioned two major defects, the team are able to reduce the heat exchangers choking periods and easy serviceability of thresh guards. The improvement is leading to a substantial cost saving by increasing the cleaning interval of thresh guards and time taken for cleaning of thresh guards. With such encouraging result, the team decides to continue doing more improvement project for other products in the future. Keywords: Six Sigma methodology, thresh guards, easy serviceability, engine overheating, heat exchanger

349 P-29/IN-33 Incident Productivity Improvement through Six Sigma ANQ Congress2015 Taipei Lopamudra Tripathy 1 * and Devendra Kumar 2 1 Bangalore, India, - lopamudra.tripathy@wipro.com, Contact No Tel San Jose, CA, USA, - devendra.kumar@wipro.com, Contact No Tel *Corresponding Author: lopamudra.tripathy@wipro.com, Contact No Tel Abstract In today s service industry customers are trying cut down the budget on production support. So IT industries manage the margin by improving the productivity by driving process improvements. In any improvement initiative the goal is to reduce the process cost and process variation, increasing quality, reducing product delivery time and at the same time improving the customer experience. While all businesses need to optimize their processes, most have no idea where to start with. This paper discusses about productivity improvement by using six-sigma methodologies which has a positive effect on cost, quality, and delivery. The scope of this six-sigma project includes both application and infra support in a managed service framework. The goal was to improve the incident productivity (i-e the number of incidents closed by each engineer level). The analysis includes the past data like, knowledge article, application monitoring effort, waiting time in the queue etc. to come up with the baseline and the parameters which impacts the incident productivity. The key improvements were towards automation; improving user experience by click-to-chat etc. those resulted in reducing the elapse time by 60%, an automated linked knowledge base and hence the productivity by 40%, which provided a saving of $200K. This also talks about post improvement, sustenance plan and mistake proofing. Keywords: service industry, incident productivity, customer experience

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351 ANQ Congress 2015 TAIPEI Index

352 Index of Authors A Abhimanyu PM Lerdvongveerachai Adakane, Prakash P Chaturvedi, Abhinav ED Aggarwal, Shilen PM Chaturvedi, Joohi ED Chang, Yuan-Tsung PC Duong, Kiet-Hoang P Charoensuk, Danai QP Duong, Kiet-Hoang P Chatiwat, OB Dutta, Sujit PC Ajjagottu, Sudha LS Chaturvedi, Renu ED Enomoto, Takumi PC Akaradechdachachai, Nipapun PM Chaudhary, Ram PM Akiyama, Isamu OB Chen, Chih-Ta QS Anderson-Cook, Christine M. PC Chen, Ching-Chin CS Anitha, A. OB Chen, Chun-Yu QS Frater, Thomas G. PM Asano, Koji HS Chen, Gary QP Fujiwara, Masako ED Aunvijit, Techit OB Chen, Hung-Pei QS Azat, Abdrakhmanov QM Chen, Jia-Huey P Azat, Abdrakhmanov IC Chen, Li-Fei PM B E F G Chen, Pei-Wen PC Ganesh, P. S. S. PM Chen, Pei-Wen P Garg, Pallav ED Chen, Yen-Tan LS Ghosh, Bipasa HS Bae, Sung-Min QM Chen, Yu-Hua QS Gokan, Kenta QP Bae, Sung-Min QP Cheng, Chuen-Sheng PC Gopalakrishnan, Krishnan PM Bae, Sung-Min P Chesta, Mutusit QP Govindaraju, K. CS Baek, Chang-Hwa P Cheung, C. F. QP Grigg, Nigel P. PM Baksi, Amitava QM Chew, Li-Yong P Grigg, Nigel P. CS Bandyopadhyay, Brati Sankar PM Chiang, James Ming-Hsun QS Gupta, Bipin Kumar P Banerjee, Barun QM Chih, Wen-Hai QM Gupta, Narendra QM Bernard, Prosper OB Chin, K. S. HS Gupta, Vivek OB Bhandaram, Venkata P Chisato, Kajihara CS Bhandary, Smitha P Choi, Hyosin PC Bui, Hoang Khang OB Choi, Sangmin P Bundit, Nuchapong QM Chou, Fang-Lan P Haldar, Sujit Kumar PC Bunditcheewakul, Nattawut PM Chou, Yuan-Ju OB Hamada, Chikuma HS Burra, Rajasekhar CS Choudhury, Debashish HS Han, Ju-Young P C H Chowdhry, Mamta Rani PM Han, Liangfu QM Chung,Ching-Wen PC Hasegawa, Wataru HS Chuwongkunlawat, QP Hasimoto, Yasuko HS Campbell-Allen, Nicola M. CS Watcharawit Hasui, Ryosuke HS Cao, Guang Ming OB D Heo, In Seok PC Cayard, Dimitri PM Hitomi, Sakata CS Chan, Kan Ip Philip QS Ho, Tzu-Ya QS Chan, Kee Ann PC Dang, Ngoan-Vu P Hoovanna, Sandeep QS Chan, Philip OB Dangsatan, Songvit QP Horie, Noriyuki P Chan, Ya-Juan PC Day, Jen-Der PM Horie, Noriyuki P Chang, Chiasan CS Deo, Sachin OB Hsiao, Shih-Tsung PC Chang, Ching-Lung CS Devos, Denis J. QP Hsu, Ben QP Chang, Jack P Ding, Peng-Fei P Hsu, Ting-Fang QM Chang, Shian-Tang PM Duangporn, OB Hu, Wen-Gang P Chang, Wei-Fu PC Sathitthammaporn Huang, Jen-Tsung IC

353 Huang, Ping-Lung CS Kato, Shogo HS Lai, Lotto Kim Hung IC Huang, Wei-Chia PM Kavdia, Divyan OB Lal, Nitin Kumar PM Huang, Yu-Sheng PC Kawafuchi, Masashi QP Le, Ha-Thi Thanh ED Huynh, Tri-Xuan ED Kawamura, Hironobu PC Le, Ngoc P Hwang, Yuh-Ji P Kawamura, Hironobu ED Le, Vu-Hoang P I Kawasaki, Sho QM Le, Vu-Hoang P Kawasaki, Sho HS Lee, Bo Kyeong PC Kazumi, Maeda HS Lee, Ching-Chi PM Ide, Makoto HS Khoo, Ai Choo QP Lee, Jae-Yeong QM Iizuka, Yoshinori HS Kikuchi, Yu PM Lee, Jeongeun P Iizuka, Yoshinori HS Kim, Chong-Man QM Lee, Kyung Sun P Immaraporn, Boonchuan PC Kim, Hyung-Wook QM Lee, Sae-Bom HS Inala, Wutthiphat CS Kim, Jun-Soo QM Lee, Sang-Chul HS Inoue, Tatsuki QM Kim, Kuk QM Lemaire, Greg PM Iqbal, Zafar CS Kim, Min-Gyu P Lertsirimongkolsuk, Surasak PM Irikura, Norio QP Kim, Seo Young P Lertsirimongkolsuk, Surasak PC Ishikawa, Daichi QM Kim, Sungki HS Lertsirimongkolsuk, Surasak QP J Kim, Tai-Kyoo P Lertsirimongkolsuk, Surasak LS Kim, Yeong-Been P Leu, Chien-Hui P Kim, Youn Sung P Li, Chung-I QP Jadhav, Sunil PM Kim, Young-Il PC Li, Danjing PC Jain, Vivek PM Kitikun, Sittitep PC Li, Hua Qiang QM Jang, Dae-Heung PC Koh, Hong-Yi P Lim, Jong-Wook QS Jangra, Anil P Kong, Derick P Lim, Sung-Uk P Jen, Hen-Yi QS Kouno, Shuzo HS Lim, Sung-Uk P Jhang, Jhy-Ping PC Kuan, Sheng-Pin QM Lin, Chengjun QM Jiang, Jui-Chin OB Kuan, Sheng-Pin QP Lin, Cheng-Kuo QP Jijith, J. PM Kulkarni, Abhay OB Lin, Cheng-Ping P Jin, Lu PM Kulkarni, Hitesh PM Lin, M. Y. HS Jin, Qiyuan QP Kumar, Byranna P Lin, Yu-Ching IC Jung, Sanghoon P Kumar, Devendra P Liu, Da-Liang P Jung, Uk PM Kumar, G. Dinesh PM Liu, Shunhang QP K Kumar, K. P Liu, Winfred P Kumar, K. P Liu, Yumin PM Kumar, Krishen P Liu, Yumin PC Kachacheewa, Supachet QP Kumar, Mayank P Lu, Chien-Hui PC Kai, Takatoshi CS Kumar, Patangi Maharaj CS Lu, Iuan-Yuan QP Kajihara, Chisato HS Kumar, Rabindra QM Lu, Iuan-Yuan CS Kajihara, Chisato PC Kuo, Tsuang QP Lu, Iuan-Yuan CS Kajihara, Chisato HS Kuo, Tsuang CS Lu, Iuan-Yuan QS Kajihara, Chisato CS Kuo, Tsuang CS Lu, Jian-De CS Kajihara, Chisato CS Kuo, Tsuang QS Lu, Yingyan QM Kajihara, Chisato HS Kuroda, Toru HS Luo, Jing-Min P Kajihara, Chisato IC Kuroki, Hiromi HS Kaneko, Masaaki HS Kuttiyelathu, Harikumar P Kaneko, Masaaki QM Chandranpillai Kaneko, Takeshi QP Kweon, O-Seong QS Mannan, Sandeep PC Kang, Thomas P Kwok, Peter QP Mannan, Sandeep IC Kanko, Takeshi PM Kwon, Young Min HS Masataka, Sano CS Kariyazaki, Maki ED L M Matsuura, Shun PC Karuna, Kijanukul OB Matsuura, Shun PC Katiyar, Priyanka PM Meeprasertsagool, Udsanee QP

354 Mekintaraphan, Chote QP Min, Yong QM P Miyawaki, Kazuki HS Sadanari, Masanori QP Modi, Kapil PM Padchaiyo, Tongchai QP Sahney, Sangeeta OB Mokhova, Olga OB Pan, Jeh-Nan QP Sambasivam, R. PM Mori, Koichiro PC Pananukooln, Kullanan QP Sanguanwong, Chatchai PM Motoki, Takanori ED Panasm, Wongbencharat OB Sano, Masataka HS Munechika, Masahiko HS Pangthisong, Kanyarat QP Sano, Natsuki HS Munechika, Masahiko PC Pansare, Nagendra OB Sasidharan, Sarath P Munechika, Masahiko HS Park, Da Sol P Seemai, Chamy R. QS Munechika, Masahiko CS Park, Jong-Pil QM Sehgal, Rajesh PM Munechika, Masahiko CS Park, Mi QM Seo, Jun-Hyeok QP Munechika, Masahiko HS Park, Sang Chan P Seo, Shinwon P Munechika, Masahiko IC Park, Yujin P Seong, Hyun Gyoon HS Munivenkatesh, Nagesh Agara CS Paul, Indrajit PM Sharma, Abhinav QM Munoz, Levi QS Paul, Sanjoy PC Sharma, Alok PM N S Peng, Li-Ying P Shimada, Yuta PC Peng, Wei-Shan PC Shimamura, Yukihito P Pham, Chau Thanh CS Shimamura, Yukihito P Nagano, Rena OB Pham, Xuan Thu CS Shimono, Ryoko HS Nagata, Yasushi PC Phunliaw, Prasit QP Shimono, Ryoko HS Nagata, Yasushi QP Pipat, Jaturapatarapongse QM Shin, Chin-Yao PM Nagata, Yasushi QM Plaisent, Michel OB Shin, Sun-Woo QM Nagata, Yasushi PC Pongsao, Nongnoy QP Shin, Wan-Seon P Nagata, Yasushi PC Prabhu, Ajith PM Shindo, Akira HS Nagata, Yasushi QM Prakash, Gyan OB Shkarina, Tatiana OB Nagata, Yasushi OB Prasad, Kamlesh PM Singh, Sanjay Kr. ED Nagata, Yasushi OB Puripanyapinun, Somnuk QP Singh, Surya Ranjan PM Nakajima, Tomohiro PC Purushothaman, S. P Sinha, M. P. ED Nakashima, Eiko HS Purushothaman, S. P Sirilertsombat, Natchapol QP Natapong, Fongthanakit QM Q Siwat, Komema QM Ng,Ka-Seng CS Sohn, So Young PC Ngo, Tam-Dinh P Song, Gwang Suk P Ngo, Tam-Dinh P Qiao, Sihui QP Soontornchainacksaeng, QP Ngo, Van Nhon QM Qiao, Yujing HS Thanakom Nguyen, Bich Ngoc QM R Sothornprapakorn, Somsak PM Nguyen, Nam-Trung P Sothornprapakorn, Somsak QP Nguyen, Thi Hoang Lien OB Su, Chao-Ton PM Nguyen, Thi Thao Minh QM Rajesh, Arti QS Suh, Yung-Ho HS Noguchi, Oki CS Ranga, Sucheta Raje LS Suh, Yung-Ho P O Ranjan, Praveen QM Supavadee, Pimmakun QP Ranjan, Shashi ED Suyala, Supawadee QP Ree, Sangbok QP Suzuki, Hideo PC Ogawa, Akira PM Ree, Sangbok P Suzuki, Hideo PC Ogawa, Kento QM Ree, Suhyun P Suzuki, Kazuyuki PM Ojima, Yoshikazu QM Ren, Xian Quan QM Suzuki, Keisuke QM Ojima, Yoshikazu QM Rimington, Roy QM Suzuki, Keisuke HS Oleg, Kainazarov IC Ruenganupong, QM Suzuki, Tomomichi HS Onishi, Kenta HS Kamonmate Opapongpun, Teeranoot PM Rujivanitkul, Supeeres CS Orankitanun, Teerapatch PC Rujivanitkul, Supeeres OB Ou, Szu-Chen QP Tai, Shu-Hsien QS T

355 Tajima, Shogo PC Vo, Tuyen P Yoshida, Masato HS Takahashi, Takenori PM Voradet, Payakapon QM Yoshimura, Aya PC Takahashi, Takenori PC W Yu, Tsung-Ying OB Takahashi, Takenori QM Yumoto, Masatoshi HS Takahashi, Takenori HS Takahashi, Takenori OB Wang, Ning PC Takao, Rika HS Wang, Wave QP Takaoka, Jiken IC Wang, Xiaochun QP Zhang, Dehua QM Tan, Ariq Mong Siang LS Wang, Yi-Ting PC Zhang, Jing QS Tan, Johnson Swan San QM Wang, Yueh-Hsiang CS Zhang, Lufier Chen-Lu QP Tanaka, Toshiki HS Watanabe, Ayumu QP Zhang, Shuai PM Tang, Ling-Lang QS Watanabe, Tetsuya QM Zhang, Xiao-Hong P Tantrakul, Suchada LS Watcharapong, QP Zheng, Tianxiao HS Taothong, Sathita QP Wongsuwan Zhou, Haofei PM Tassananutariya, Heamawan OB Wei, Hsiu-Rong P Zhou, Mingli QP Techanarungroj, Boonchoo CS Wei, Jui-Chen PC Teng, Teng QP Whangpitchayasuk, Rawit QP Teo, Lip Hong LS Witsarut, Boonchuay QP Thothuyo, Siriwut QP Wong, Jane Wai Kiu QP Tiwari, H. P. PC Wong, Wanjun P Tiwary, Sudesh QM Wongchang, Orathai PC Too, Meng Ken LS Woranartsurong, Chalut QP Tran, Anh-Tuan ED Wu, Jyun-Da PC Tran, Dat-Van P Wu, Kuo Hsing QS Tripathy, Lopamudra QS Wu, Pei-Yu PC Tripathy, Lopamudra P Wu, Rpow PM Tsai, Chieh-Chung P Wu, Rune QP Tsai, Gwo Yang QP Wu, Yu-Ping QM Tsai, Hsien-Tang QS Tsai, Ming P Tsai, Yi-Yen PM Tseng, Kenny P Yadav, Sumit P Tsui, K. L. HS Yaegaki, Yuhei QM Tsuru, Satoko HS Yamamoto, Watalu QP Tsuru, Satoko HS Yamashita, Haruka PC Tsuru, Satoko HS Yan, Jin QM Tsuru, Satoko ED Yang, Chi-Jei QS Tsuruoka, Yasunari ED Yang, Ching-Chow QS U Y Yang, Ching-Chow QS Yang, Kang-Hung QS Yang, Shau-Hwa P Udomlap, Bunsakul PM Yasui, Seiichi QM Uwano, Tomofumi PM Yasui, Seiichi QM V Ye, Ling-Long CS Yeo, Shuan-Khiag P Yingyong, Pornpen QP Varapirom, Tawanna PM Yokoyama, Shin-Ichiro QP Verma, Shailesh PC Yoo, Hanjoo P Vithayavut, Sereeviriyakul QP Yoo, Hanjoo P Vithayavut, Sereeviriyakul PM Yoo, Hanjoo P Vithayavut, Sereeviriyakul QP Yoon, Jae Hak HS Vo, Phuoc Tan CS Yoshida, Kazuhiko HS Z

356 The ANQ Congress 2015 Taipei September 23-24, Quality Academicians and Practitions Index A Aaron Tong, 12 Andrew D. Watson, 48 Andy Huang, 21 Anil Sachdev, 9, 12 Azat Abdrakhmanov, 11, 128, 130, 140, 153, 168, 291 C Catherine Chan, 36 Chaicharn Ungsriwong, 10 Chen-Chang Chen, 21 Chen-Ju Lin, 21, 132 Cher-Ming Tan, 19,21 Chia-I Chang, 19 Chieh-Yuan Tsai, 132 Chien-Chih Wang, 132 Chih-Han Wang, 9, 13, 14, 21, 36 Chih-I Ts ao, 21 Ching-Chow Yang, 9, 21, 140, 155, 309 Chin-Tarn Lee, 19 Chua Wee Kwang, 12 Chuen-Sheng Cheng, 21, 132, 146, 224 D David Hutchins, i, 36, 55, 64 David Lee, i, 37, 39, 50 Dias Murzakhanov, 11 Do Nhu Luc, 12 Duan Yihong, 9 Engel Wu, 19 Eugene Chiu, 19 E F Fan Qing, 12, 137 Fanglan Chou, 21 Frank Hsieh, 20 G Gennady Voronin, 10 Gregory H. Watson, 37, 39, 48, 57 H Hen-Yi Jen, 132, 155, 311 Hsing-Shih Chen, 36, 39, 40 Hsin-Yang Lai, 21 Hui-Zhen Liu, 20 Hung-Chuan Da, 20 Hung-Duen Yang, 19 I Iuan-Yuan Lu, 9, 12, 21, 145, 149, 151, 173, 219, 252, 277 J J. Ravikant, 147 Janak Mehta, 9, 36, 55, 57, 73, 74 Janardan Ghimire, 36, 55, 78 Jeh-Nan Pan, 153, 154, 301 Jin-fu Chang, 19 Jui-Chin Jiang, 132, 154, 306 K Kaoru Ishikawa, 13, 36, 37, 38, 55, 57, 58, 62, 76, 77 Kazuyuki Suzuki, 36, 55, 60, 62, 128, 129, 148, 244 Kenneth Liang, 9, 10, 12 Kiran Deshmukh, 9, 12, 145 Kitson Leonard LEE, 9 Kuo-Chao Liu, 20 Kwai Sang Chin, 128, 129 L Ling-Lang Tang, 132, 151, 278 M M.H. Huang, 20 Masahiko Munechika, 141, 143, 144, 145, 146, 147, 151, 152, 177, 191, 206, 217, 220, 238, 288 Mei-Ling Chen, 21 N Ngo Van Nhon, 11, 12, 128, 130, 137, 143, 195 Nguyen Hoang Lien, 145 Nguyen Quang Toan, 84, 89, 91 Nigel Grigg, 128, 130 Noriaki Kano, 9, 36, 37, 39, 45, 49, 51, 55, 57, 71, 76 P Pal Molnar, 127 Panisuan Jamnarnwej, 10, 12, 137, 148 Peter Fung, 144 Phulporn Saengbangpla, 12, 149 Po Wen Yen, 19 R Rajendra Prasad, 12 Robert Chen, 19 Rock Hsu, 19 Roland K. Jahnke, 127, 128, 129 S Sang-Chan Park, 12 Satoko Tsuru, 10, 141, 142, 144, 148, 152, 178, 207, 241, 283 Seiichi Yasui, 141, 146, 170, 229 Sheng-Pin Kuan, 21, 150, 153, 264, 298 Shiang Chih Tsai, 149, 152 Shih-Shui Yeh, 36, 55, 70, 71 Shin-Chin Wang, 20 Shu Yamada, 10 Shu-Hsun Chu, 19 Sin-Yan Kao, 19, 21 So Young Sohn, 140, 142, 163 Somchai Nirapathpongporn, ii, 84, 92 Song Zhiping, 84, 85 Suh Yung-Ho, 9, 12 Supachai Tepatanapong, 141 T Takeshi Kaneko, 147, 150, 237 Tatyana Shkarina, 128, 130 Thanakom Soontornchainacksaeng, 150, 268 Ting-Chi Hsu, 21 Tomomichi Suzuki, 12,140, 148, 240 Too Meng Ken, 10, 146,

357 Tran Hai Duc, 11 Tsong Chawson, ii, 84, 95 Tyzz-Jiun Duh, 16, 36 Tzyy Jang Tseng, 20 U Uk Jung, 10, 142, 143, 183 W Wang Lilin, 9 Wan-Seon Shin, 10 Watalu Yamamoto, 142, 144, 202 Wen-Hai Chih, 147, 154, 232 Wen-Kui Chang, 12, 154 Y Y. Ando, 12 Y. H. Liao, 152 Y. Iizuka, 12 Yasushi Nagata, 140, 141, 143, 146, 147, 149, 150, 151, 154, 164, 172, 197, 222, 258, 261, 271, 303 Yeajou Shiau, 21 Yee-Ming Chen, 132 Yeh-Lin Chan, 19 Ying-Hsien Lin, 21 Yoji Akao, 36, 39, 42, 43, 57 Yuan-Chao Wu, 19 Yury Gusakov, 6, 9, 10, 12, 36, 37, 39, 53, 127, 137 Z Zhao-Xiang Chen,

358 The ANQ Congress 2015 Taipei September 23-24, Quality Keywords Index 5 5S, 78, 85, 119, 121, D procedure, 298 A ARE-QP Award, 12, 37, 104, 105, 108, 111, 113, 115, 118, 122 Asian Network for Quality, 2, 6, 14, 45, 46, 73, 75, 126, 127 ASQ Annual Conference, 6 Attractive Quality, 1,46, 49, 51, 183 Autocorrelation, 197 Availability, 51, 52, 114, 279, 280, 305, 312 B Bayesian analysis, 258 Benchmarking, 109, 182 Business Excellence, 210 Business System Planning, 298 C Calibration System, 169 Central Composite Design, 162 Cluster Analysis, 271,246 Continuous Improvement, 3, 111, 255, 296, 334 Control Chart, 163, 164, 209, 223, 224, 285 Corporate Culture, 233 Critical Success factors, 64 Customer Satisfaction, 3,42, 47, 51, 52, 109, 120, 193, 203, 218, 221, 235, 246, 254, 279, 280, 286, 296, 299, 312, 329, 338, 340 CUSUM, 164, 170, 224 D Data Mining, 194, 306 Deming Prize, 42, 45, 46, 58, 60, 73, 76, 129 Design of Experiments, 202, 229 Destructive Innovation, 16 Differentiation, 195, 233 DMAIC, 185, 221, 268, 293, 295, 318, 319, 335, 336, 338 DOE, 148, 149, 193, 234, 248, 260, 293, 295, 297, 318, 335 Durability, 52 Dynamic Stress Analysis, 50 E e-commerce, 274 Effectiveness, 51, 64, 73, 120, 121, 162, 169, 176, 180, 182, 192, 198, 206, 262, 273, 275, 286, 293, 303, 322 Efficiency, 1, 51, 107, 113, 114, 120, 121, 122, 123, 125, 168, 185, 228, 233, 251, 253, 265, 273, 277, 280, 286, 288, 293, 317, 323, 338, 342 Environmental Testing, 15 EOQ Congress, 6 F Failure Modes and Effect Analysis, 192 Flow Chart, 208, 298 FMEA, 143, 174, 192, 253, 273, 302, 338, 344 FQC, 298 Fractional Factorial Design, 211, 229, 256 FTY, 298 Functional Safety, 239 Future Quality, 47 G Gauge Repeatability and Reproducibility, 301 GR&R, 225 H Health Care Management, 191,283 Heuristic Method, 211 Human Resources, 194, 306 IE, 50, 51, 60, 78, 119, 235, 236, I 239, 294 IKA Award, 12, 36, 84, 85, 89, 92, 95 Indifferent Quality, 51 Innovation inside, 16 Ishikawa-Kano Award, 12, 42, 46, 90 ISO 14001, 78, 89, 119, 125, 168 ISO 9001, 78, 89, 113, 119, 125, 154, 156, 157, 168, 289, 302, 327, 339, 340 K Kaizen, 286, 293 Kano Model, 1, 46, 51,142, 148, 183, 246, 338 Kansei Quality, 217 Key Performance Indicators, 64, 109, 287 Knowledge Management, 300 KPI, 109, 120, 209, 299 L Logistics, 17, 85, 129, 166, 253, 272, 273, 278, 299, 305 Low Price Competition, 1 Low-Cost Labor Force, 1 M Maintainability, 52 Management by Objectives, 89 Management by Process, 89 Markov Chain, 170, 271 Mean Squared Error, 189 Measurement System, 169, 225, 301 Mechanical Vibration, 15 Medical Monitors, 191 Mistake Proofing, 280, 345 MTBF, 307 Muji Riyohin, 233 Multicollinearity, 259 Multiple Regression, 175, 259, 265, 270 Multistage Manufacturing Process, 190 Multivariate Control Chart, 161, 223 Must-be Quality, 51,

359 N New Product Development, 49, 193 Non-normal distribution, 257 O Orthogonal Array, 146, 157, 229, 342 Orthogonality, 256 P Past Quality, 47 Path Diagram, 259 PDCA, 63, 106, 182, 204, 253, 255, 264, 273, 293, 319 Plant Layout, 236, 298 Present Quality, 47 Principal Component, 189, 240 Problem Solving, 42, 175, 212, 236, 265, 280, 298, 299, 318, 319 Process Analysis, 207, 236, 298 Process Capability, 190, 225, 257, 270 Process Design, 1, 207 Process Optimization, 247, 286 Product Assurance, 15 Product Liability, 267 Productivity 4.0, 17 Q QC Circle, 58, 59, 62, 72, 76, 95, 331 QC Story, 212, 265, 270, 273, 299, 331, 334 QCC, 71, 72, 95, 103, 157, 334 QCC Activity, 71, 95, 334 QFD, 36, 42, 43, 145, 218, 227, 274, 338, 344 QKC, 150, 233, 264, 298 Quality as Differentiator, 1 Quality Function Deployment, 42, 64, 218, 227, 274, 287, 344 Quality Improvement, 92, 109, 110, 176, 190, 196, 199, 204, 292, 298, 336 Quality Knowledge Community, 264 Questionnaire Survey, 47, 278, 310, 321 R Reiability, 50, 51, 52, 122, 125, 204, 238, 239, 252, 254, 307, 317, 335, 337 Reliability Engineering Management, 15 Reliability Growth Monitoring, 307 Response Surface, 162 Ridge Regression, 162, 189 Robotic Process Automation, 185 Robust Design, 227 Robust Parameter Design, 164, 304 S SampleSurveys, 202 Screening Designs, 256 Service Industry, 276, 287, 300, 309, 345 Service Quality, 120, 121, 205, 246, 252, 254, 276, 279, 310, 323, 328, 329, 340 Six Sigma, 38, 64, 73, 130, 146, 153, 155, 157, 158, 185, 196, 199, 221, 227, 234, 293, 295, 318, 319, 335, 336, 338, 344, 345 Social Responsibility, 54, 78, 119, 121, 198 Sorting, 237 Spatial Sampling, 202 Statistical Process Control, 224, 285, 312 Stratification, 194 Supply Chain Management, 243, 253, 273 Supportability, 52 Surface Mounting Technology, 165 T Taguchi Method, 165, 172 Technology Roadmap, 264, 300 Testability, 52 The Man and Quality, 62 Tolerance Design, 260 Total Productive Maintenance, 73, 293 Total Quality Management, 8, 74, 78, 95, 152, 228, 253, 255, 284 TPM, 70, 73, 92, 123, 293 TQM, 8, 15, 46, 71, 73, 74, 78, 89, 92, 95, 103, 118, 152, 153, 183, 210, 253, 284, 286, 294, 299 TRIZ, 212, 289 TVM, 294 V Value Chain, 116, 201, 228, 251, 272 VOC, 201, 218, 227, 243,

360 The ANQ Congress 2015 Taipei September 23-24, Sponsors