Surpassing Benchmark - CTCI Builds a Reliable Base for Service Quality Enhancement

To strengthen the competitive edge of an enterprise and surpass benchmarks in the pursuit of sustainable operations, talent education is a vital issue that drives the capital growth. From the aspect of global operation and management, CTCI has provided its global workforce with a multifaceted channel to learn and communicate from/with each other and is continuously dedicated to strengthening staff capabilities and job skills, hence building a reliable base to optimize the quality of engineering services.

For years, CTCI has long emphasized internal knowledge preservation and sharing, learning environment/tool establishment, and formulation of globalized working procedure, aiming to ensure that each staff member may continue growing personally and professionally and enhance communication skills. With the update of the ISO 9001:2015 quality management systems, CTCI has kept abreast of the latest trend by specifying “Promote Professional Competence and Awareness of Staff” in its Quality Policy Statement and continuously creates a model for quality management to build a reliable base for service quality enhancement. The current issue describes the specific work carried out by CTCI in sharing knowledge, developing employee competence, and awareness assurance.

CTCI Knowledge Management (KM) System
Real-time knowledge sharing, borderless experience inheritance

To meet the challenge of the changing industry and business environment, organizational knowledge has been added as the highlight of the ISO 9001:2015 revision. CTCI has established and activated its organizational KM platform since February 2006 for managing organizational knowledge. KM provides CTCI's globalized operations with an open knowledge sharing and access platform through the Internet, unbound by national borders and time differences. The system not only provides a platform for passing and sharing professional knowledge but also collects relevant engineering laws and regulations, relevant project documents, and experience-sharing educational materials. In 2016, CTCI constructed a new myVideo-KM platform for storing various training materials and shared practical videos, serving as an employee's common knowledge bank. Entering the 11th year of service, CTCI has proved itself as a leader in organizational knowledge in the industry.

CTCI Global Training System (GTS)
A comprehensive talent fostering platform for a globalized perspective

In employee competence development, CTCI highlights both the breadth and depth dimensions and maintains a certain level of rules and requirements in relevant company procedures. Emphasis is placed on the continuing education and growth of employees. In addition to asking each employee to devise personal development plans, CTCI has been dedicated to globalized employee development in recent years and has focused on improving professional competence, developing management skills, strengthening language abilities, and providing fundamental and on-the-job training for employees to develop an international perspective.

CTCI adopted the Global Training System (GTS) as its training platform and training management tool in 2009. The functions include processing and recording various internal and external departmental training to provide online education to colleagues worldwide, unbound by time and location. The platform also enables self-management according to personal progress. Employees may check their personal learning status at any time; supervisors can also approve colleagues' expertise and qualifications through GTS to continue developing and improving each employee’s competence.

CTCI Cyber Chanel (CCC)
Highly efficient operation & awareness management

CTCI Cyber Chanel (CCC) is a vital internal web portal used by colleagues all over the world to link up and communicate with one another; it provides cross-unit information, instant messages of honors bestowed upon CTCI, courses related to one’s personal and professional growth, and daily activity management. Colleagues can use CCC to stay connected with group updates, process works and personal matters.

In terms of establishing procedures for global management, the CTCI internal web portal CCC also provides a link to the Procedure Library website, which serves for storing Level 1 (company management), Level 2 (project management) documents, and Level 3/4 professional documents devised by each professional division/department, providing and specifying the employee standards for carrying out various company business. For CTCI, quality management not only is about compliance but is a strategy to achieve excellence.

Ensuring that colleagues are qualified in terms of the required awareness in each operation and apply their knowledge on the job is a crucial topic in sustainable corporate development. CTCI specifies the related management mechanisms. Each level of management shall help the new employees assimilate into the corporate quality culture and ensure that the personnel under the jurisdiction understand quality policy, quality objectives and so on; the project management level shall work through training and other mechanisms to give employees sufficient awareness of the basic requirements of the projects.

As an example, CTCI immediately started planning and implementing the updated quality management system awareness training (see Table 1) after it was released. The training session is classified into three categories according to the different responsibilities of the employees. In addition to the physical training session, our employees across the world can also participate through e-learning and track their training results. This is to ensure that every one of our employees is fully aware of the revised emphases of the updated quality management system document and is able to follow and implement them in his or her daily work, improving our overall service quality.

Additionally, CTCI periodically assesses the professional competence of each employee. Those who fall short of expectations will be trained by senior and experienced staff members with qualified professional competence on the specific shortcomings through annual educational training plans, S-OJT, and mentor systems. The employees’ effectiveness will also be evaluated to ensure that they acquire the necessary competencies for their jobs.

Building a Base for Reliable Quality Services

CTCI has proactively established systems in compliance with the newly updated ISO 9001:2015 quality management system standard, aiming to build a base for reliable quality services.