Robert Kirby, whose enthusiasm for quality management resulted in the launch of the forum, has invited anyone to join.

Mr Kirby, the resident manager of Holiday Inn Golden Mile, in Tsim Sha Tsui, began the forum about a year ago and drew on the expertise of Dean Gagne and Adrian Ogle to get it going.

Mr Gagne is general manager (service) of the Ankor Group's Saab and Opel car division and Mr Ogle is the training consultant of Dale Carnegie courses.

'People who come to our monthly meetings find the discussions valuable,' Mr Kirby said.

'They find out how others tackle quality challenges in their workplaces and they take ideas [from the forum] with them.' Department heads from the Holiday Inn Golden Mile are also regular participants. Meetings, usually held in the evenings at the hotel, are always addressed by a professional business person.

'A keynote speaker makes a presentation before participants have separate discussions to identify the ideas they have just learned and to see how they can translate those ideas into their workplaces,' Mr Kirby said.

'We want the participants to go away richer with ideas about quality management.' Recently, Adrian Hall, country manager for TNT Express Worldwide, addressed the forum. He told members how the company engineered a turnaround by listening to and analysing customer complaints.

Mr Hall said the company had built up employee loyalty, improved productivity and strengthened the customer base because of its efforts.

He said that often overlooked aspects, such as company uniforms, unflattering job titles of lower-ranked employees and performance-related salary schemes, could mean the difference between success and abject failure in the competitive global express delivery business.

Mr Hall is also a member of the forum's steering group, which includes Paul Kan, Millie Wong, Julie Harrison, Jennifer Crossland, Mr Gagne and Mr Ogle.

Mr Gagne said Mr Hall's presentation showed there had to be a clear direction in attempts to achieve quality.

'It is not only about where we are going but how we get there,' he said.

Mr Gagne said the talk highlighted how people could be made accountable for their actions through performance management systems and how quality could be achieved by 'making people feel good about working for their organisation'.

Mr Kirby said: 'The Hong Kong Total Quality Forum is a great vehicle for sharing and learning.

'It allows you either to contribute or to listen and learn.' He said those who wanted to attend the forum's meetings did not have to be an expert on quality management. Willingness to learn and share ideas was all that was required.

The idea for the forum was transplanted from Leeds, in England, where Mr Kirby was based before he moved to Hong Kong in June 1993.

'Mike Pupius, who was director of quality for the Royal Mail in Leeds and I launched a forum and shared a lot of knowledge,' Mr Kirby said.

'Initially, it was mostly a forum for human resources managers, so we could share ideas about people management, quality and quality improvement.' The forum in Leeds is still functioning.

When in Hong Kong, Mr Kirby floated the idea and met with an encouraging response. The first meeting was held in August last year.

'The guest speaker at our first meeting was Mike Pupius,' Mr Kirby said.

'Since then, we have had meetings every month and each month there are a lot of new faces. Those who attend one meeting invite others for the next meeting and so the numbers grow.' The next meeting will be held on May 9 at 6.30 pm in Plaza Rooms 5 and 6 at the Century Hong Kong Hotel in Wan Chai.