QUALITY IS MORE THAN A question of service reliability or an efficiently run plant. It needs to be viewed holistically and permeate all facets of an organisation, CLP Holdings public relations director Jane Lau says.
Beyond adopting quality as a core value, an organisation should strive to be a good partner to the community, she said.
Ms Lau said CLP was dedicated to the quality mantra for years through three aspects of its organisation - system and process management, technology, and staff.
During the 1990s, the company adopted internationally recognised quality practices and management modules to guide its business, including Japanese-style '5S housekeeping' to improve workplace management, total quality management to foster a strong focus on customer satisfaction and a quality control circle system to drive perpetual business improvement.
Three years ago, the company launched its first quality control convention, which saw staff from different departments forming small teams to generate innovation aimed at improving work processes.
The annual staff convention was starting to yield real benefits, Ms Lau said, citing the remote earth fault indication system, which was helping engineers quickly identify weather-damaged overhead power lines for repair.