The Force officially launched its first Force Quality Management Framework (FQMF) on February 15. Director of Management Services Chiu Wai-yin and Assistant Commissioner (Service Quality) Li Kin-fai are pleased to introduce the newly promulgated FQMF.

Ms Chiu told OffBeat, "This unique Framework assimilates the knowledge and experience in quality management that the Force has acquired over the years. It assists our officers in understanding the concept, principle and foundation of policing and service quality. It also serves as a guide for continuous improvement and enhances their professionalism during the course of duty."

The Force has made great progress in becoming a service-oriented organisation, which followed the "Serving the Community" initiatives introduced by the Government in 1995. In the same year, the Force Strategy on Quality of Service was promulgated to foster a customer-based culture. Since then, the Force has been strengthening its service culture and improving its delivery of services to the citizens of Hong Kong.

The Framework codifies the Force's key service quality principles, strategies, processes and initiatives, all of which contribute to achieving the Force Vision and Statement of Common Purpose and Values. Mr Li said, "In developing the Framework, the Force has made reference to various internationally recognised quality management models, including the European Foundation for Quality Management, ISO 9000, etc. The launch of FQMF signifies the Force's commitment to striving for service excellence and continuing to 'Serve with Pride and Care'."

The Framework comprises four key components, namely Force Quality Management Principles; Force Strategy on Quality Service; five Service Excellence Drivers; and Performance Review Processes and Continuous Improvement Cycle.

The Force Quality Management Principles are "Customer Focus", "Involvement of all Staff", "Continuous Improvement" and "Creating Public Value", all of which are the foundations of the FQMF.

The Force Strategy on Quality Service serves to provide the strategic direction towards striving for excellence in service and continuous improvement.

The five Service Excellence Drivers in the FQMF are "Leadership", "Culture", "People", "Partnership" and "Resources", and they are essential for driving the delivery of service excellence.

Finally, the FQMF ensures that the delivered services undergo robust Performance Review Processes. With performance feedback, any service gaps, good practices and areas for improvement identified will be used to fine-tune the Service Excellence Drivers in the Continuous Improvement Cycle for service excellence.

Copies of the FQMF booklet have been distributed to all officers at Superintendent rank and above. Ms Chiu concluded, "This document will be updated regularly. The electronic version, which covers the hyperlinks of over 20 related Force Strategies and over 30 other useful reference materials, is available on POINT." She encouraged officers at all ranks to make good use of the Framework to strive for excellence in providing quality service both externally and internally.