MTRC on track to make further improvement after initial success
The Mass Transit Railway Corporation (MTRC) was co- winner of the award last year but has not been content to rest on its laurels.
With the system carrying about 2.3 million passengers each day, continuous improvements are of the utmost importance as the company's overall commitment to total quality is founded on meeting customer needs.
Martin Brown, MTRC chief engineer, operations, said the company had been working to extend ISO 9000 quality certification to other areas in the corporation.
Currently, it was mainly in the engineering area.
It was also looking at taking a more integrated approach in its operation in such areas as safety and environmental management.
Reducing paper consumption was another consideration.
'The key thing for us is we don't see quality as something extra,' Mr Brown said.
'We see it as integrated into the normal line process. We have been looking at more empowerment for our staff at the local level and faster response. You are able to do this when you have the ISO 9000 work processes and the HKMA Quality criteria in place.
'When you have devel oped those [quality systems] and have them implemented, you are able to devolve to the frontline staff.
'You have a quicker response . . . more action and less paperwork.' Mr Brown said the recognition of winning last year had been important to the organisation as it confirmed the quality measures it had undertaken were correct.
The organisation was constantly gauging the needs and expectations of its customers and this year and next it would focus on its new Airport Express Line.
'So far, the initial results are good and customers like the service. The key things are reliability, the in-town [baggage] check and the general convenience of it. We want a greater integration of the service linking with all the stations on the MTR.
'Our aim is total quality, looking at meeting customer needs. To do that, you have to have good leadership in place so you are motivating your staff to deliver that and you need a good management process in place to deliver a quality service in a quality way.
'It's all about doing things right the first time.' Reducing down-time on corrective maintenance and initiating more preventative maintenance are among the areas Mr Brown has targeted to improve.
