1. Customer Focus

In TQM, customer satisfaction is always the first priority. By definition, customers include both internal and external parties, that is, individuals, corporations and colleagues who are in need of services or information. Shui On conducts regular customer surveys to gauge customers’ opinions on our products and services to identify areas for further improvement.

2. Total Involvement

We believe that it is only through total involvement of all staff that "Total Quality” can be achieved. Our employees embrace the same belief and goal to seek improvement and provide quality products and services.

Shui On conducts regular employee opinion surveys to give directions for in-house improvement. Senior managers also keep contact with frontline staff by frequent site visits. Inter-departmental working committees and management conferences are organized to increase communication within each subsidiary company. We also design Service and Quality Excellence Awards to recognize staff and project teams who display outstanding performance in providing quality services every year.

3. Continuous Improvement

Continuous improvement and the search for quality are constantly inter-linked. Shui On continually reviews operation systems and procedures to enhance efficiency. Our staff members, ranging from senior management to frontline staff, are committed to improving themselves and their work.

We put heavy emphasis on enhancing leadership skills and improvement in all levels through training, strengthening knowledge, capabilities and skills of our staff.