BUILDING A QUALITY PERSPECTIVE
建立優質管理
Dr. Jennifer James describes the shift from quantity to quality and from power to empowerment by creating a feeling of high energy and productivity combined with personal confidence within organizations. Recognizing it is a challenge to harness the creative potential of employees without creating burnout, Dr. James defines the skills essential to not only survive but thrive as an organization and as an individual in the next century.

詹姆斯博士在節目內介紹如何從量轉質和權力轉為賦權管理的方法。為了迎接未來的挑戰，如何在企業內提高生產力和建立自信。英文發音，配上中文字幕。

45 mins.
English with Chinese Subtitles

CONNOR – THE ISO 9001:2000 ROAD MOVIE
LEADERSHIP SKILLS FOR CUSTOMER SATISFACTION
ISO 9001:2000國際品質標準
達至顧客滿意的領導技巧
The Challenge in ISO 9001:2000 is achieving customer satisfaction. Only managers can lead the way. Making the move from managing to leading. In any organization, senior management has the responsibility for the effectiveness of the quality system. Achieving customer satisfaction is at its core and it requires much more than managerial processes. It requires managers at all levels to have a distinct set of leadership skills.

Meet Connor at Far East Trading, an international company, Connor is the logistics and warehouse manager. He gets things done and he works to process. He is a competent manager. However, when it comes to customer satisfaction, he just doesn't get it. He lacks knowledge and leadership skills. That is, until he takes a little road trip.

Key Training Points
Give managers the 11 leadership skills and actions, which will help them, move from managers to leaders of customer satisfaction.

Show managers:
How to know what the customer expects
1. In the field leadership
2. Investigate and understand customer data
3. Encourage upward communication

How to do what the customer requires
1. Commitment to change
2. Look for long-term improvements
3. Believe that anything is possible

How to get staff buy-in and make it happen
1. Communicate a vision
2. Clear role descriptions
3. Measure true performance
4. Invoice your team
5. Build trust

「顧客滿意」己成為全球企業鞏固市場佔有率及提升企業利潤的利器。推行ISO 9001:2000的目標就是要達至顧客滿意，身為管理人員必須懂得領導下屬確保品質系統有效地運作。本節目介紹十一種領導技巧，幫助管理人員帶領團隊達至顧客滿意的品質政策。

28 mins.
English with Chinese Subtitles

GETTING IT RIGHT - ADVANCED SKILLS FOR AUDITORS
審計的好開始：人際技巧
The Role of the internal auditor is critical in setting the standard of management systems for Auality and ISO 9000, the Environment and ISO 14000 or Occupational Health and Safety.

Getting it Right gives auditors the chance to take a front row seat in a typical audit in a real work environment. Auditors will see how the right techniques and questioning skills can be used to deal with a range of staff and situations.

Auditors will learn how to minimise resistance, maximise cooperation and achieve the audit objectives.

When auditors are skilled and practiced in these techniques, they project a professional image and build confidence in the certification process and management systems.

Program highlights:
- How to turn a resistant manager into a cooperative audit partner
- What type of questions to ask and when
- Which techniques create an open audit process
- How to keep an auditee on track and minimise misunderstandings and time consuming digressions.

審計員需要接觸不同階層的員工，由於員工對審計過程以至你的職責有不同的理解，所以審計員必須運用正確的人際技巧，跟被審計單位建立合作關係，這樣才能得到積極的回應，發揮審計的最大效益。英文發音，配上中文字幕。

29 mins.
English with Chinese subtitles

GORILLA IN THE MIDST - AUDITING TO ADD VALUE
稽核審計的新角色
This contemporary video is documentary in style and incorporates small drama triggers. It shows how an auditor's performance in this role is now dependent on:
The audit Process – how to plan and structure an audit
Personal Traits – having an insight into personality, desirable traits and dark side traits
Power – which stems from business knowledge and experience
Influence – the ability to build relationships, and the skills to rationally persuade and influence managers.

A key concept used in the video is that auditors can miss significant events in terms of a business and its outcomes when their attention is narrowly focused. An example is focusing on documentary accuracy rather than the intent of the document. Auditors need to have a broad view of the business and its objectives in order to perform their role.

標準管理系統執行的成敗，除了管理階層的承諾與機構內所有人的參與外，還有賴稽核來檢查系統的運作。稽核審計在機構快速變化和發展中應該發揮的監督評價和提供增值服務的作用。因此，優良的稽核員就成了品質管理系統的一項重要元素。英文發音，配上中文字幕。

24 mins.
English with Chinese Subtitles

ISO 9000: 2000 IN FOCUS
ISO9000「2000年版」
An organisation's quality management system plays an integral part in its performance. This video will help equip managers to contribute to their organisation's on-going improvement activities and business performance objectives.

本節目介紹ISO9000「2000年版」進一步提升企業的管理水平和產品質量，令企業更重視「優質管理」和「全面品質管理」。英文發音，配上中文字幕。

20 mins.
English with Chinese Subtitles

The ISO 14000 CHALLENGE
環保管理新挑戰
The ISO 14000 Challenge gives a practical guide to the key principles involved in environmental management. Three Australian case studies, Bonlac Foods, Macmahon Contractors and Woollahra Council show how they implemented and used an environmental management system to improve their operations.

Key training points:
- How to identify environmental 'aspects and impacts'
- How to evaluate impacts
- How to get staff commitment
- Why monitoring is the starting point
- How to set targets and objectives.

本節目以三間澳洲著名的企業為實例，以深入淺出的方法介紹現今環保管理的新趨勢。備有粵語及國語配音。

30 mins.
English/Cantonese/Mandarin

MYTHS, METHODS, OR MIRACLES
推行全面優質管理
Dr. Richard Chang discusses total Quality management, how to create a Total Quality vision, implementation of a TQM Program and the many myths surrounding Total Quality management philosophy. This program explores the way to create an environment that promotes a successful Total Quality effort in your organization.

資深導師章元華博士在節目內詳談推行全面優質管理的重要性及必須注意的地方。英文發音，配上中文字幕。

30 mins.
English with Chinese Subtitles

THE POWER OF PROCESS AUDITING - THE REALITY VIDEO
品質認證：過程質量審計
A unique education resource for internal and external auditors of ISO 9001, ISO 14001, AS 4801, OHSAS 18001, ISO 22000, ISO/TS 16949, GMP, HACCP and other management systems. Take a fly on the wall view of a process audit in action. Witness how this auditor uncovers issues which have the potential to impact on the effectiveness of the process and the business overall. See why management system audit objectives are best met with a process based audit and not solely a checklist or compliance based audit.

This video shows how the auditor:
- Integrates information from multiple sources
- Identifies key process performance issues
- Uses a combination of interview and observation skills to gather the information and evidence required
- Puts findings into perspective for management to act.

審計的目的是評估系統控制是否恰當，確保符合既定的政策及營運程序，並對現有的控制、政策及程序進行獨立的檢閱及調查。在審計中，過程質量審計是非常重要的部份，亦是鑒別重要問題的關鍵所在。本節目介紹過程質量審計的五個要素，讓審計員能全面關注審計過程中的任何潛在風險，為企業的進步提供契機。備有中文字幕。

27 mins.
English with Chinese Substitles

TOTAL QUALITY SERIES (set of 4)
全面優質管理﹝系列﹞
Whether just getting started with a TQM initiative or you are already deeply immersed in an implementation, the Total Quality video-based training series can help build greater commitment to a TQM initiative. This series enhances teaming efforts, both internally and with external customers and suppliers, identify opportunities to apply problem-solving approaches on the job every day and establish methods for self-evaluation and measuring quality improvements from the customer's perspective.

由著名美籍華人章元華博士協助製作，以戲劇形式介紹機構如何執行全面優質管理。內容包括：增加員工的參予性、加強團隊合作、尋找解決方案和自我評核。

1. BUILDING COMMITMENT
增加員工的參予性
Demonstrates how get everyone involved in the continuous improvement process.

This video:
- Is aimed at front line employees so everyone is involved
- Stresses building an environment where people learn from their mistakes
- Teaches all levels the importance of the customer.

員工對品質管理推行的初期通常都抱有懷疑的態度，本節目介紹如何令機構內每位員工更加積極參予全面品質管理計劃。備有粵語及國語配音。

22 mins.
English/Cantonese/Mandarin

2. TEAMING UP
加強團隊合作
Demonstrates how to implement employee involvement teams and effective behaviors before, during and after team meetings.

This video:
- Shows how and when to effectively involve employees through increased participation
- Show how individuals can learn meeting management by understanding what to do before, during and after each meeting
- Gives suggestions to deal with problem behavior during meetings.

在推行品質管理的過程中，通常會舉行很多會議。本節目介紹各成員在會議中擔當的角色，包括主持人，促導員等。通過加強團隊合作，令各成員更積極參予，使機構更能有效地執行全面優質管理。備有粵語及國語配音。

26 mins.
English/Cantonese/Mandarin

3. APPLIED PROBLEM SOLVING
尋找解決方案
Demonstrates problem solving is implemented on the job - in informal meetings, one-on-one and in an employee involvement team meeting.

This video:
- Demonstrates a problem solving techniques that can easily be used with current techniques
- Shows how to use the following problem solving methods: Cause and Effect Analysis, Brainstorming, Force Field Analysis, - Check Sheets, Bar Charts, Criteria Rating Forms and Cost Benefit Analysis
- Teaches methods to gather and evaluate feedback
- Demonstrates problem solving techniques for groups and individuals.

介紹不同的品質管理工具，包括：非正式會議、因果分析、集思廣益法、力場分析、檢查表、成本效益分析等幫助員工學習解決問題技巧。備有粵語及國語配音。

32 mins.
English/Cantonese/Mandarin

4. SELF-DIRECTED EVALUATION
自我評核
Demonstrates how employees self-measure performance so they can correct problems and fine-tune performance.

This video:
- Demonstrates how employees can measure their own progress and identify solutions which will increase their performance
- Stresses the importance of performance measurement indicators and how these indicators are established at the team and individual levels
- Shows how you can solicit ideas from employees in order to be more innovative
- Helps clarify customer expectations.

介紹員工利用自我評核的方法包括組織指標、部門指標、甚至個人指標等幫助糾正工作上的問題，令組織得到更佳的表現。備有粵語及國語配音。

27 mins.
English/Cantonese/Mandarin