Hong Kong Export Credit Insurance Corporation

Hong Kong Export Credit Insurance Corporation (HKECIC) provides insurance coverage for HK exporters who trade on credit terms with their overseas clients, protecting them against the risks of non-payment for goods delivered or services rendered.

In order to provide high-quality service, HKECIC invited TQM to provide process improvement solutions.

Project Scope

• Define the business improvement potential of HKECIC
• Benchmark world-class quality service
• Set measurable performance assessment criteria
• Determine the baseline and periodical targets
• Coached all levels of staff to effectively implement improved procedures
• Ensure continual improvement in operational performance

Achievements

• Successfully established effective operational workflow
• Set up feasible quality objectives
• HKECIC insurance coverage expanded to different sectors including small businesses with a guarantee of a maximum of HK$40 billion
• HKECIC has an average of 14.5% annual growth in its insured business over 9 years, reaching HK$102 billion in 2014