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United Nations Economic and Social Commission for Asia and the Pacific (ESCAP)
Network of Local Government Training and Research Institutes in Asia and the Pacific (LOGOTRI)
China Training Center for Senior Civil Servants (CTCSCS)
LOGOTRI TRAINING WORKSHOP ON THE APPLICATION OF ISO 9000 STANDARDS IN LOCAL
GOVERNMENT AND OTHER PUBLIC SERVICE ORGANIZATIONS
28 November to 1 December 2000 Beijing, People’s Republic of China
REPORT OF THE WORKSHOP
CONTENTS
INTRODUCTION ………………………………………………………………………………… 1
Objectives ………………………………………………………………………………… 1
I. ORGANIZATION OF THE WORKSHOP …………………………………………………… 1 Venue and dates ………………………………………………………………………… 1 Participants ………………………………………………………………………………. 1 Working language ………………………………………………………………………. 2 II. OPENING SESSION …………………………………………………………………………. 2 III. TRAINING SESSION ……………………………………………………………………….. 2 Session 1: Overview of the ISO 9000 …………………………………………………. 2 Session 2: Quality Management System Requirements ………………………….. 3
Session 3: Application of ISO 9000 in Local Governments and the Public Sector in Malaysia ………………………………………………………………. 4 Session 4: Documentation Process ………………………………………………….. 5 Session 5: Quality Management System: Guidance for Performance Improvement …………………………………………………………………………….. 6 Session 6: Certification Journey ………………………………………………………. 7 Session 7: Discussion and Wrap-up session ………………………………………. 7
IV. ASSESSMENT ……………………………………………………………………………… 8 V. CLOSING SESSION ……………………………………………………………………….. 8 ANNEX I: Workshop Schedule ……………………………………………………………….. 9 ANNEX II: List of Participants …………………………………………………………………. 10
INTRODUCTION In a global zing world economy, where increasingly investment decisions are made on how well cities function, there are increasing calls for good governance and improvement in the quality of urban public goods and services. Good governance is also a prerequisite for sustained poverty alleviation. Characteristics of good governance include transparency, accountability, efficiency and responsiveness to the needs and concerns of citizens. Good governance can only be achieved when local government and urban management are viewed as systems, comprising several sub-systems, involving various actors. The requirements of good governance are similar to those articulated for private sector businesses in various quality assurance models. ISO 9000 provides workable guidelines for the implementation of one such widely accepted model, which can serve as the first step towards Total Quality Management. Although developed for the private sector these guidelines can also be applied to government agencies and organizations. The concept of applying quality standards to government functions is relatively new and has been applied in a few countries of the region. Therefore its application to local government and public service needs to be examined and disseminated in the region. Member institutes of the Network of Local Government Training and Research Institutes in Asia and the Pacific (LOGOTRI) provide a good forum for training and dissemination of application of ISO 9000 standards in local government and public service.
Objectives The objectives of the workshop were to: 1. Expose the participants to Quality System Standards in general and familiarize
participants with ISO 9000 standards in particular.
2. Provide an understanding of the requirements of the ISO 9000.
3. Exchange experiences and views in implementing ISO 9000.
4. Provide an appreciation of the responsibility of the top management in planning, implementing and maintaining of the ISO 9000.
I. ORGANIZATION OF THE WORKSHOP The training workshop was jointly organized by the United Nations Economic and Social Commission for Asia and the Pacific (ESCAP), the Network of Local Government Training and Research Institutes in Asia and the Pacific (LOGOTRI) and the Ministry of Personnel of the People’s Republic of China. It was hosted by the China Training Center for Senior Civil Servants (CTCSCS). Mr. Mohd Nasir Bin Mohd Ashraf and Mr. Mohd. Rahman Bin Mohd. Zubir from the National Institute of Public Administration of Malaysia (INTAN) were resource persons for the workshop. The workshop was funded by the Chinese government under the China-ESCAP Cooperation Fund.
Venue and dates The workshop was held from 28 November to 1 December 2000 at the Beijing Grand Hotel in Beijing, People's Republic of China.
Participants Participants of the workshop were senior managers and trainers of LOGOTRI member institutes, public sector organizations and local governments from Asia and the Pacific. There were 42 participants including 11 international participants. The list is given in Annex II.
Working language The workshop was conducted in English and Chinese. Translation facility was provided.
II. OPENING SESSION Mr. Cheng Dongquan, Deputy Director of the China Training Center for Senior Civil Servants welcomed the participants on behalf of the Ministry of Personnel and the China Training Center for Senior Civil Servants. Mr. Wang Xiaochu, Director General, Department of International Exchange and Cooperation, Ministry of Personnel opened the workshop. In his opening statement he thanked ESCAP and LOGOTRI for organizing the workshop in Beijing. He stated that this workshop would be very useful and important in present context and wished for successful completion of the workshop. His address was followed by a welcome address by Mr. Adnan H. Aliani, Human Settlements Officer, Population and Rural and Urban Development Division, ESCAP. Mr. K. P. Sharma, LOGOTRI Coordinator also welcomed all the participants on behalf of LOGOTRI and he highlighted on the LOGOTRI Activities. At last, Mr. Yu, Deputy Director of China Training Center for Senior Civil Servants also expressed their view. Then a group photo was taken in front of the Grand Beijing Hotel.
III. TRAINING SESSION Dr. Mohd Nasir Bin Modh Ashraf and Mr. Rahman Ahmad Bin Zubir from National Institute of Public Administration (INTAN) of Malaysia conducted the training workshop. The training workshop comprised of seven sessions. The participants learnt a basic concept of ISO 9000 and its benefits and disadvantages and how it could be applied in local governments and other public sector organizations. As ISO 9000:1994 were being revised and updated by the relevant ISO committee and were about to be published as ISO 9000:2000, the trainers concentrated their sessions on ISO 9000:2000 rather than ISO 9000:1994. A summary of each session is provided below. The training materials and handout that were given to the participants are annexed.
SESSION 1: OVERVIEW OF THE ISO 9000 The first session on overview of the ISO 9000 was presented by Dr. Mohd Nasir Bin Mohd Ashraf. In the presentation, Dr. Nasir highlighted on the concept of ISO 9000, it origin, what it was and what it was not and also benefits of ISO 9000.
The ISO 9000 Concept The term ISO refers to the International Organization for Standards that is based in Geneva, Switzerland. ISO has been issuing voluntary technical standards on almost all sectors of business, industry and technology since 1947. ISO 9000 is quality management system. It is a standard for a quality system based on planned and organized working system not standard for product or service. The Quality Management Principles of ISO 9000: 2000 version areas follows.
• Customer – focused organization
• Leadership
• Involvement of people
• Process approach
• Systems approach
• Continual improvement
• Factual approach to decision-making
• Mutually beneficial supplier relationship Origin of the ISO 9000 The concept of quality control has evolved over the years. In the early days of the industrial revolution 100 percent inspection was done on all products to ensure that they conformed to product specifications. This approach proved rather costly and inefficient as each and every product had to be inspected. In 1979 a technical committee on Quality Management and Quality Assurance was established on the request of British Standards Institute. This technical committee published its first standards in 1987 as ISO 9000 series. The development of ISO 9000 standards relied heavily on the BS 5750 standards of the United Kingdom, CSAZ 299 standards of Canada and the AQAP Standards of NATO. In 1994, the ISO 9000 series of standards were updated and revised. ISO 9000 standards can be applied to both public and private sector and includes both production of goods and provision of services. The ISO 9000 series were revised again in 2000 and are now called ISO 9000:2000.
Benefits of the ISO 9000 Following are the benefits of implementing ISO 9000
• Establish a proper quality system to ensure Quality Assurance
• Inculcate greater awareness among the staff on the importance of quality, customer requirements and control of processes of service provision
• Ease of efforts in process improvement
• Assure quality products or services to the customers
• Enhance teamwork in an organization
• Provide systematic corrective and preventive measures
• Achieve full time consistency in the process and work system
• Increase morale when the organization obtains the world wide ISO 9000 recognition
• Provide transparency in the work process
• Renew staff commitment to quality service
• Increase efficiency and effectiveness at all levels of the work system
SESSION 2: QUALITY MANAGEMENT SYSTEM REQUIREMENTS This session on quality management system requirements was presented by Mr. Rahman Ahmad Bin Zubir. In the presentation, Mr. Rahman focused on the management responsibilities, resource management, customer requirement and legal requirement and so on. Under general requirement of management responsibilities, the top management has to demonstrate its commitment to creating and maintaining awareness to fulfill customer requirements, establish quality policy and quality objectives and planning, quality management system and perform management reviews and also ensure the availability of resources.
The management has to ensure that the customer requirements are fully understood and met and their needs and expectations are determined in order to identify the customer requirements. It is also necessary to define and manage the process to ensure the product and/or services conform to customer requirements. Quality policy needs to be established and needs to ensure that it:
• Is appropriate for the needs of organization and customer
• Includes commitment to meeting the requirements and has continual improvement
• Provides a framework to establish/review quality objectives
• Is communicated, understood, implemented throughout the organization
• Reviewed for continuing suitability
SESSION 3: APPLICATION OF ISO 9000 IN LOCAL GOVERNMENTS AND THE PUBLIC SECTOR IN MALAYSIA This session on the application of ISO 9000 in local governments and the public sector in Malaysia was presented by Dr. Nasir. Since 1960s, Malaysian Public Service has been undergoing a process of transformation in its efforts to change the mindset of public sector employees and to institutionalize a culture of excellence. The public sector has embarked on various improvement programmes designed to achieve organizational excellence. The programmes include
• Adoption of the TQM approach to meeting customer requirements;
• Training in human resource development to produce skilled workers who can manage the improvement programmes effectively;
• Streamlining, simplifying and eliminating procedures and regulations deemed cumbersome by the private sector;
• Implementation of an extensive computerization programme to enhance the efficiency and productivity of government systems and to move towards a paperless public sector;
• Adoption of ISO 9000 by the entire Malaysian public sector The Malaysian Government believes that the universally accepted ISO 9000 standards can contribute significantly to:
• Improving quality
• Enhancing development of an excellent work culture
• Improving public management systems In 1996 the Malaysian Government decided to implement ISO 9000 for the entire public sector. Responsibility for overseeing the implementation of ISO 9000 in the public sector has been given to the Malaysian Administrative Modernization and Planning Unit (MAMPU) in the Prime Minister’s Department. At the agency level, the head of the respective agencies were responsible for the successful implementation of the programme. Training was provided by INTAN. In 1996 Guidelines for implementing ISO 9000 in the public sector were developed and circulated to all secretary-generals of Ministries, heads of Federal
Departments, heads of Federal Statutory bodies, State Secretaries and Heads of Local Government Authorities. These documents outlined the requirements of standard. Implementing Strategies for application of ISO 9000 were as follows:
• Draw up a roadmap showing all the activities involved in planning and implanting ISO 9000;
• Establish the necessary structures with appropriate membership and clearly defined functions;
• Appoint a management representative with clearly defined functions;
• Define the scope of registration;
• Provide the necessary training to all those involved in planning, implementing, coordinating and monitoring the implementation of ISO 9000 and
• Plan to avoid the many pitfalls that the management and the organization is likely to face in implementing ISO 9000
The main challenges encountered during the implementation of ISO 9000 were:
• Time;
• Workload;
• Lack of knowledge;
• Resistance from staff;
• Commitment by staff.
SESSION 4: DOCUMENTATION PROCESS The session on documentation process was presented by Mr. Rahman Ahmad Bin Zubir. In the presentation, he highlighted the stages of ISO 9000 implementation, ISO 9000 Documentation and Documentation hierarchy. There are three stages of the ISO 9000 implementation. They are: pre-registration, Registration and Post-registration. Eight main steps of the ISO 9000 implementation in pre-registration stages are:
• Develop of Top Management Commitment
• Identify core process
• Appoint trained project team
• Analyze gap
• Prepare ISO 9000 Documentation which is most time consuming and need a lot of investment
• Provide training and orientation
• Conduct live implementation
• Apply for certification Three basic activities in pre-registration stage are
• Documentation
• Implementation and compliance
• Audits The organization should prepare a quality manual, which includes description of the elements of QMS and system level procedures. Documentation should be prepared for different hierarchy of the organization such as documentation on quality manual, system level procedure, work instruction and supporting documents. Quality Manual is highest level of documentation. It describes the nature of the organization’s overall quality system. The quality policy, quality vision, mission, objectives and strategy are the main contents of a quality manual. The application of all requirements shall be addressed in accordance to the standards (ISO 9001). Guidelines on preparing a quality manual should be referred to ISO 10013. System procedures are divided into two main categories. They are Management Procedure and Operational Procedure. The management procedures are referred as the generic elements of the standards. The management procedures can be adopted by every local authority. In the operational procedures should contain the key guidelines to operational success. Demonstrates the detail nature and control of a quality system. Every body should understand the correct application of ISO 9001 elements is vital. In the work instructions should contains an instruction, which supports the procedures. It is also essential to cover all aspects of organization operations. It provides direction on the performance of specific activities in detail.
SESSION 5: QUALITY MANAGEMENT SYSTEM: GUIDANCE FOR PERFORMANCE IMPROVEMENT This session was presented by Mr. Rahman Ahmad Bin Zubir. It provides guidance on quality management systems for
• Continual improvement
• Customers’ satisfaction
• Enhance performance of an organization Quality Management System guidelines comprises: 1. Use of quality management principles
• Customer focused organization
• Leadership
• Involvement of people
• Process approach
• System approach to management
• Continual improvement
• Factual approach to decision making mutually beneficial supplier relationships 2. Managing systems and processes
• Organizations should define their systems and the processes contained within them to enable the system to be clearly understood, managed and improved
3. Evaluation of the Organization’s progression in performance
• Organizations should monitor movement toward performance improvement
• To determine and describe appropriate steps/threshold in the movement toward performance improvement, evaluate improvement status
SESSION 6: CERTIFICATION JOURNEY This session on certification journey was presented by Mr. Rahman Ahmad Bin Zubir. There are nine stages in the implementation process. Normally, it takes 12 – 18 months to complete the nine stages. The nine stages are as follows.
• Strategic Planning
• Gap Analysis
• Corrective Actions
• Documentation and Records
• Implementation
• Pre-certification Audit
• The Registrar Documentation Review
• Site Preparation
• Certification Audit There are eight basic steps to registration process. They are as follows.
• Selection of a suitable Registrar
• Application for Registration
• Initial Document Review
• Pre-assessment Audit
• Internal Assessment
• Full Assessment (compliance Audit)
• Registration (certification)
• Surveillance
SESSION 7: DISCUSSION AND WRAP-UP SESSIONS This session on discussion and wrap-up was the last session of training workshop. The participants were requested to ask any questions to the panel for better clarity and understanding. Mr. Adnan H. Aliani along with Dr. Nasir and Mr. Rahman, the resource persons of this training workshop replied the questions of participants.
IV. ASSESSMENT On the last day, assessment forms were distributed to the participants. They were requested to complete the assessments forms designed for the assessment of the training workshop. The objective of this assessment was to get their comments and suggestions that would be helpful in designing the course materials, managing and implementing the training workshop in future. A total of 31 forms were received.
V. CLOSING SESSION Mr. Chang, the Deputy Director of the China Training Center for Senior Civil Servants thanked all the participants and the resource persons for their active participation during the workshop. He also thanked to ESCAP and LOGOTRI for making this workshop a grand success. After that Ms. Feng Shufang, Deputy Director General of China Training Center for Senior Civil Servants distributed the certificates to the participants. She expressed that the participants should now gain a knowledge about the application of ISO 9000. She thanked all the institutions and organizations for their hard efforts and supports in making this workshop a successfully completed. Mr. Adnan H. Aliani, Human Settlements Officer, Population and Rural and Urban Development Division of ESCAP and Mr. K. P. Sharma, LOGOTRI Coordinator also made closing remarks. Mr. Cheng, Deputy Director of China Training Center for Senior Civil Servants officially closed the workshop.
ANNEX I: WORKSHOP SCHEDULE
Monday, 27 Nov 2000
08:00 - 19:00 Arrival of participants and registration at the hotel
Tuesday, 28 Nov 2000
09:00 - 09:30 Opening session
09:30 - 10:30 Overview of ISO 9000
10:30 - 11:00 Coffee/Tea break
11:00 - 12:30 Overview of ISO 9000 (continued)
12:30 - 14:00 Lunch
14:00 - 15:30 Quality system standards
15:30 - 16:00 Coffee/Tea break
16:00 - 17:00 Summary of first day and exchange of experience
Wednesday, 29 Nov 2000
09:00 - 10:30 ISO 9000: the private sector experience in China
10:30 - 11:00 Coffee/Tea break
11:00 - 12:30 ISO 9000 requirements
12:30 - 14:00 Lunch
14:00 - 15:30 Documentation process
15:30 - 16:00 Coffee/Tea break
16:00 - 16:30 Documentation process (continued)
16:30 - 17:00 Summary of second day
Thursday, 30 Nov 2000
07:00 - 18:30 Field visit
Friday, 1 Dec 2000
09:00 - 10:30 Application of ISO 9000 in local governments and the public sector in Malaysia
10:30 - 11:00 Coffee/Tea break
11:00 - 12:30 Certification journey
12:30 - 14:00 Lunch
14:00 - 15:30 Discussions, experience sharing and wrap-up discussions
15:30 - 16:00 Coffee/Tea break
16:00 – 1645 Distribution of certificates, group photograph, closing of workshop
Saturday, 2 Dec 2000
07:00 - 19:00 Departure of participants
ANNEX II: LIST OF PARTICIPANTS RESOURCE PERSONS
MALAYSIA Name: Dr. Mohd Nasir Bin Mohd Ashraf Designation: Deputy Director (Quality) Organization/Institute: National Institute of Public Administration Contact Address: Bukit Kiara, Jalan Bukit Kiara, 50480 Kuala Lumpur, Malaysia Telephone Number: 60 3 2535584 Fax Number: 60 3 2522139 E-mail Address: [email protected] Name: Rahman Ahmad bin Zubir Designation: Consultant Organization/Institute: National Institute of Public Administration Contact Address: Bukit Kiaraa, Jalan Bukit Kiara, 50480 Kuala Lumpur, Malaysia Telephone Number: 60 3 2506669 Fax Number: 60 3 2522139 E-mail Address: [email protected]
PARTICIPANTS
AUSTRALIA Name: Jon Edwards Designation: Past President Organization/Institute: Institute of Municipal Management Contact Address: P.O.Box 490,Frankston 3199 Melbourne Telephone Number: 13-97841800 Fax Number: 613-97814565 E-mail Address: [email protected] CHINA Name: Zhao Xiaoping Position/Designation: Researcher Organization/Institution: Training and Education Division of Beijing Personnel Bureau Contact Address: No. 3 Taijichangsantiao, Beijing 10005 Telephone Number: 65248525 Fax Number: 65135125 E-mail Address: - Name: Cai Jichen Position/Designation: Director Organization/Institution: Training and Education Division of Tianjin Personnel Bureau Contact Address: No. 17 Taiandao, hepingqu, Tianjing 300040 Telephone Number: 022-23325264 Fax Number: 022-23111341 E-mail Address: -
Name: Fan Jianjun Position/Designation: Researcher Organization/Institution: Training and Education Division, Personnel Bureau of Hebei
Province Contact Address: No. 142 Hezuolu, Shijiazhuang 050051 Telephone Number: 0311-7065804 Fax Number: 0311-7086149 E-mail Address: - Name: Ning Mingdong Position/Designation: Director Organization/Institution: Civil Servants Training Centre, Personnel Bureau of Shanxi
Province Contact Address: No. 2 Fudongjie Touweixiang, Taiyuan 030001 Telephone Number: 0351-2027051 Fax Number: 0351-2027324 E-mail Address: - Name: Lu Xiaomin Position/Designation: Director Organization/Institution: Training Division, Talent Exchange Center of Liaoning
Province Contact Address: No. 50 Haerbinly Hepingqu, Shenyang 110002 Telephone Number: 024-22503907 Fax Number: 024-22503907 E-mail Address: - Name: Chen Zhong Position/Designation: Deputy Director Organization/Institution: Office of Shanghai Personnel Bureau Contact Address: No. 19 Gaoanly, shanghai 200031 Telephone Number: 021-64711902 Fax Number: 021-64747675 E-mail: - Name: Zhu Xufeng Position/Designation: Researcher Organization/Institution: Training and Education Center, Personnel Bureau of Zhejiang
Province Contact Address: No. 2 Government Building, Hangzhou 310025 Telephone Number: 0571-7057399 Fax Number: 0571-7052536 E-mail Address: - Name: Yu Zhai Position/Designation: Section Chief Organization/Institution: Training and Education Center, Personnel of Zhejiang
Province Contact Address: No. 2 Government Building, Hangzhou 310025 Telephone Number: 0571-7057399 Fax Number: 0571-7052536 E-mail Address: -
Name: Xu Weirong Position/Designation: Director Organization/Institution: Training Division, Personnel Bureau of Anhui Province Contact Address: No. 221 Changjiangzhongly, Hefei 230001 Telephone Number: 0551-2602568 Fax Number: 0551-2627651 E-mail Address: - Name: Zheng Xianming Position/Designation: Director Organization/Institution: Training, Education and External Exchange Division,
Personnel Bureau of Hubei Province Contact Address: No. 27 Wuchangqubeihuanly, Wuhan 430071 Telephone Number: 027-87235687 Fax Number: 027-87812496 E-mail Address: - Name: Zeng Chang Position/Designation: Researcher Organization/Institution: Professional Technician Management Division
Personnel Bureau of Hubei: Province Contact Address: No.305 Dongfengzhonglu, Guandong 510031 Telephone Number: 020- 83133945 Fax Number: 020- 83344564 E-mail Address: - Name: Tang Xiaoxia Position/Designation: Deputy Director and Professional Technician Management Organization/Institution: Training and Education Division,
Chongqing Personnel Bureau Contact Address: No 214 Beiquhuaxinjie, Chongqing 400020 Telephone Number: 023-67765204 Fax Number: 023-67765243 E-mail Address: - Name: Ai Jun Position/Designation: Deputy Director Organization/Institution: Personnel Bureau of Yunnan Province Contact Address: No. 44 Panjiawan, Kunming 650031 Telephone Number: 0871-5364308 Fax Number: 0871-5378663 E-mail Address: - Name: Ma Shujuaan Position/Designation: Deputy Director Organization/Institute: Training Centre, Personnel Bureau of Shaanxi province Contact Address: Government Building Xincheng 710006 Telephone Number: 029- 7292291 Fax Number: 029-7293581 E-mail Address: -
Name: Li Pingning Position/Designation: Deputy Director Organization/Institute: Examine and Training Division, Personnel Bureau of Gansu
Province Contact Address: No,100 Gaolanlu, Lanzhou 730000 Telephone Number: 0931-8835595 Fax Number: 0931-8835595 E-mail Address: - Name: Zhu Jianzhen Position/Designation: Deputy Director Organization/Institute: Training and Education Division, Nanjing personnel Bureau Contact Address: No,32-2 Beijing donglu, Nanjing 210228 Telephone Number: 025-7713529 Fax Number: 025-7713529 E-mail Address: - Name: Ju Wancai Position/Designation: Director Organization/Institute: Examine and Training Division, Personnel Bureau of Changchun City Contact Address: No, 75 Renmindajie, Changchun 130056 Telephone Number: 0431-8929833 Fax Number: 0431- 8966465 E-mail Address: - Name: Jin Jingmin Position/Designation: Deputy Director General Organization/Institute: Training Centre of State Development and Planning
Commission Contact Address: No,11 Muxudibeili, Beijing Telephone Number: 63908510 Fax Number: 63908522 - E-mail Address: - Name: Zhang Hongxiang Position/Designation: Deputy Director General Organization/Institute: Training Centre of State Economic and Trade Commission Contact Address: No,26 Xuanwumenxidajie, 100053 Telephone Number: 63192115 Fax Number: 63192108 E-mail Address: - Name: Li Jun Position/Designation: Deputy Director Organization/Institute: Training Centre of Ministry of Agriculture Contact Address: P.o.001, Yuxinhuan, Beijing 100096 Telephone Number: 82910907 Fax Number: 82913310 E-mail Address: -
Name: Wang Yudong Position/Designation: Deputy Director –general Organization/Institute: Training Centre of ministry of Public Health Contact Address: No, 5 Sanjianfang Nanli, Beijing 100024 Telephone Number: 65761759 Fax Number: 65766271 E-mail Address: - Name: Li Chummin Position/Designation: Deputy Director Organization/Institute: Training Centre of State Family Planning Contact Address: No,14 Zhichunlu, Beijing 100088 Telephone Number: 62046622-4601 Fax Number: (601) E-mail Address: - Name: Zhang Guoqiang Position/Designation: Deputy Director Organization/Institute: Education Office of Customs Administration Contact Address: No,6 Jianneidajie, Beijing 100730 Telephone Number: 65195402 Fax Number: 65195281 E-mail Address: - Name: Yang Guoquan Position/Designation: Deputy Director Organization/Institute: Education Centre of State General Bureau of Tax Contact Address: No,5 Yangfangdianxilu, Beijing 100038 Telephone Number: 63417515 Fax Number: 63417582 E-mail Address: - Name: Liu Wenfu Position/Designation: Director Organization/Institute: Personnel and Education Bureau of state Administration
Industrial and commerce Contact Address: No,8 Sanlihedonglu, Beijing 100820 Telephone Number: 68028430 Fax Number: 68028430 E-mail Address: - Name: Ye Guoqing Position/Designation: Deputy Section Chief Organization/Institute: State Pharmacy Inspect Administration Contact Address: No,38 Beilishilu, Beijing 100810 Telephone Number: 88363241 Fax Number: 88363241 E-mail Address: -
Name: Hu Changyu Position/Designation: Director General Organization/Institute: Personnel Bureau of State Council Administration for Affairs
of State Organs Contact Address: No,22 Xianmendajie 100017 Telephone Number: 66035975 Fax Number: 83086937 E-mail Address: - Name: Lu Xiaoxia Position/Designation: Director Organization/Institute: Personnel Bureau of Xinhua News Agency Contact Address: No.57.Xuanwumenxidajie, Beijing 100803 Telephone Number: 63074428 Fax Number: 63072555 E-mail Address: - Name: Xiao Jiangong Position/Designation: Director Organization/Institute: Ministry of Foreign Affairs Contact Address: No.2. Chaoyangmennandajie, Beijing 100701 Telephone Number: 659624669 Fax Number: - E-mail Address: - Name: Wang Xiaochu Position/Designation: Director General Organization/Institute: Ministry of Personnel Contact Address: No.7Hepinglizongjie, Beijing 100013 Telephone Number: 84214792 Fax Number: 84211629 E-mail Address: - Name: He Yi Position/Designation: Director Organization/Institute: Ministry of Personnel Contact Address: No.7 Hepinglizongjie, Beijing 100013 Telephone Number: 84214792 Fax Number: 84211629 E-mail Address: - Name: Hao Bin Position/Designation: Deputy Director Organization/Institute: Ministry of Personnel Contact Address: No.7. Hepinglizongjie, Beijing 100013 Telephone Number: 84214792 Fax Number: 84211629 E-mail Address: -
Name: Chang dongquan Position/Designation: Deputy director-General Organization/Institute; China Training Centre for Senior Civil Servants Contact Address: No.5 Yu Hui Li, Chao Yang, Beijing 100101 Telephone Number: 6492937 Fax Number: 64923910 E-mail Address: - Name: Wei Zhiyong Position/Designation: Director Organization/Institute: China Training Centre for Senior Civil Servants Contact Address: No.5. Yu Hui Li, Chao Yang 100101 Telephone Number: 64922909 Fax Number: 64923910 E-mail Address: - Name: Zhao Xiaohang Position/Designation: Deputy Director Organization/Institute: CTCSCS and Education Division, Contact Address: No.5.Yu Hui Li, Chao Yang, Beijing 100101 Telephone Number: 64923923 Fax Number: 64923934 E-mail Address: - Name: Jiang Nan Position/Designation: Deputy Director Organization/Institute: CTCSCS Contact Address: No.5 Yu Hui Li, Chao Yang, Beijing 100101 Telephone Number: 64923922 Fax Number: 4923910 E-mail Address: - Name: Qi Xiaoping Position/Designation: Deputy Director Organization/Institute: CTCSCS Contact Address: No.5 Yu Hui Li, Chao Yang, Beijing 100101 Telephone Number: 64923906 Fax Number: 64923910 E-mail Address: - Name: Liu Jingli Position/Designation: Interpreter Organization/Institute: CTCSCS Contact Address: No.5 Yu Hui Li, Chao Yang, Beijing 100101 Telephone Number: 64923923 Fax Number: 64923910 E-mail Address: - Name: Han Zhongan Position/Designation: Section Chief Organization/Institute: CTCSCS Contact Address: No.5 Yu Hui Li, Chao Yang, Beijing 100101 Telephone Number: 64923923 Fax Number: 64923910 E-mail Address: -
INDIA Name: A. N. Krishnamuthy Designation: Chief (International T&R) Organization/Institute: Human Settlement Management Institute Contact Address: HUDCO House, Lodhi Road, New Delhi 11003 Telephone Number: 91-11-4367837 Fax Number: 91-11-4365292 E-mail Address: [email protected] OR [email protected] NEPAL Name: Keshav Prasad Sharma Designation: Principal Organization/Institute: Local Development training Academy Contact Address: P O Box. 11980 Jawalakhel, Lalitpur, Nepal Telephone Number: 977 1 521051 Fax Number: 977 1 521521 E-mail Address: [email protected] PHILIPPINES Name: Alfonso A. Mrarlli Jr. Designation: Local Government Operations Officer Organization/Institute: Local Government Academy Contact Address: Department of the Interior and Local Government, 6/F Agustin
1 Building Emerald Avenue, Ortigas Center, Pasig City Metro Manila, Philippines
Telephone Number: 63 2 634 5873 Fax Number: 63 2 634 1883 E-mail Address: [email protected] Name: Marciana C. Obispo Designation: Accountant Organization/Institute: Local Government Academy Contact Address: Department of the Interior and Local Government, 6/F Agustin
1 Building Emerald Avenue, Ortigas Center, Pasig City Metro Manila, Philippines
Telephone Number: 63 2 634 8430 Fax Number: 63 2 634 6567 E-mail Address: [email protected] SRI LANKA Name: T. M. K. B. Tennekoon Designation: Additional Director Organization/Institute: Sri Land Institute of Development Administration Contact Address: 28/10 Malalaskera Mawatha, Colombo, Sri Lanka Telephone Number: 94 1 587674 Fax Number: 94 1 584406 E-mail Address: [email protected]
Name: Naandani seetha Kumari Gunasekara Designation: Deputy Director (T & R) Organization/Institute: Sri Lanka Institute of Local Governance Contact Address: No. 87 Horton Place, Colombo 7 Sri Lanka Telephone Number: 94 1 696952 Fax Number: 94 1 697023 E-mail Address: [email protected] THAILAND Name: Aman Mehta Designation: Senior Research Associate Organization/Institute: Urban Management Centre, Asian Institute of Technology Contact Address: P. O. Box 4, Klong Luang, Pathumthani, Bangkok, Thailand Telephone Number: 66 2 55245699 Fax Number: 66 2 5246132 E-mail Address: [email protected] ESCAP Name: Adnan H. Aliani Designation: Human Settlements Officer Organization/Institute: United Nations Economic and Social Commission for Asia and
the Pacific Contact Address: ESCAP, Rajdamnern Nok Avenue, Bangkok 10200, Thailand Telephone Number: 66 2 288 1602 Fax Number: 66 2 288 1097 E-mail Address: [email protected] LOGOTRI SECRETARIAT Name: Jaya Krishna Shrestha Designation: Assistant Coordinator Organization/Institute: LOGOTRI Secretariat Contact Address: Urban Development Training Centre Complex
Bagar, Pokhara, Nepal Telephone Number: 977 61 20146 Fax Number: 977 61 20282 E-mail Address: [email protected]
