Learning the best practice from other organisations
Some 32 young inspectors from various formations recently joined the Service Enhancement Learning Programme to learn all about the 'best practice' in customer service, continuous work improvement, complaint handling and media handling from a number of private and public organisations.
Organised by Training Development Bureau, Training Wing and coordinated by the Hong Kong University Poon Kam Kai Institute of Management, the six-day learning programme aimed to provide participants with the opportunity to: (1) Broaden their horizons; (2) Have access to good practices in service quality; (3) Improve their self-confidence and interpersonal skills, and (4) Develop a useful network.
The programme included a series of seminars and discussions. Participants also got the opportunity to visit a number of well-known organisations including Vitasoy International Holdings Limited, Tuen Mun Hospital, Jockey Club, KCRC Light Rail and Sheraton Hong Kong Hotel.
Assistant Commissioner (Training), Mr David Thomas, in his address to participants and guests at the opening ceremony for the programme, said: " This learning programme has two phrases. The present one is the first phase which is for junior inspectors and the second phase will be in April 2003 for junior police officers.
"This programme is a challenge to us because we are sending our young and energetic officers out to well known and established organisations in Hong Kong. They will gain knowledge on the best practices from these organisations and develop a driving force to help manage change inside the Police in the future. We welcome changes that lead to better services both for our own organisation and for the community as a whole."
The programme was well received, according to two of the participants, Mr Clement Yu Siu-chuen and Ms Silvia Tso Yu-woon.
Mr Yu told OffBeat: "The programme was quite an eye-opener because it showed me how far the private and public organisations have gone in introducing the concept of quality control into their operations.
"I was most impressed by their positive approach in complaints handling. Instead of faultfinding, they put most of their effort into identifying problems and devising solutions. Both the management and staff regard a complaint as an opportunity to further improve their service. Personally, I think we should also consider promoting such a positive complaint handling culture within the Force.
"Those organisations also showed us the importance of internal communication and training to the provision of good customer service. The Jockey Club, for example, maintains a very good customer service, even though it hires a lot of part-time staff. How can it achieve this? Well, it always provides intensive training to its staff and frequently updates them with the latest knowledge and information."
Ms Tso echoed: "Those organisations' proactive approach in media-handling also inspired us a lot. Instead of waiting for media enquiries, they always take the initiative in releasing information regarding their services. Such an approach helps them to establish a good relationship with the media."
Both officers concluded: "We understand that not every method adopted by those organisations can be used in the Force because the nature of our work is quite different to theirs. However, their invaluable experience has inspired us to take a closer look at our own practices and start thinking about feasible ways to further enhance our service." 
Learning about best practices: a visit to the KCRC Light Rail control room