Mr. Chu is the Industry Visionary tobuild a Global Certification with international bodies in the USA,Australia, China and other countries for the Customer Service andSupport Industry to develop professionalism and career developmentfor the call center and customer service industry, including the Certified CRM Director, Certified Call Center Manager and Certified CallCenter Professional training curriculum.

Mr. Chu received his BSc and MScdegrees in Industrial Engineering and Operations Research from theUniversity of California, Berkeley. He is the President of theUniversity of California Alumni Association in Hong Kong and aGuest Lecturer at the Hong Kong University of Science and Technologyand other universities. He is an instructor and speaker in high demand atvarious training workshops and international conferences on Call Centerand Customer Relationship Management Strategy.

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CRE Award Winner!

• Customer Relationship ExcellenceOutstanding Achievement 2003
• Call Center of the Year 2003(Above 50 Seats)
• Customer Service Center of theYear 2003
• Consumer Relationship Marketingof the Year 2003 (Mobile Communications)
• Customer Loyalty Program of theYear 2003 (Mobile Communications)

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Mr. Cheng is Deputy CEO, Tao HeungHolding Limited and received his MSc (HRD) at Manchester University. Mr.Cheng has also published over 15 books including the Service PledgeHandbook, Mistakes Managers Make, Recruitment Interviewing Handbook andOn-the-job Training Handbook.

Prior to his appointment at Tao Heung Holding Limited, he was the formerhead of the Training and Development Centre at the Bank of China Group.

CRE Award Winner!

• Customer Satisfaction QualitySystem of the Year 2003
• People Development Program of theYear 2003 (Hospitality)
• Corporate Service Team of theYear 2003 (Hospitality)

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Mr. Chan isthe Director of Call Center Sales in PCCW and a veteran of the call centerindustry. Peter has spent his career turning call centers into profitcenters and is known as a forward thinker who has spearheaded thedevelopment of sales & service culture in call centers. Under hisleadership, over 1000 call center sales professionals in various Hong Kongand Guangzhou sites are serving PCCW customers for full spectrum of IT&Tsolutions.

Mr. Chan received his M.Soc.Sc Degree from the University of East Asia andhe also holds a M.Phil Degree from the Chinese Univerity of Hong Kong.

CRE Award Winner!

• Call Center of the Year 2003(Above 100 Seats)
• Call Center of the Year 2003(Below 50 Seats)
• Customer Loyalty Program of theYear 2003 (Consumer Market)
• High Speed Customer Service ofthe Year 2003

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Ms. Wan,(MasterDegree in Finance, Sheffield Hallam University, Bachelor Degree in Business Management, Qualified Six Sigma Black Belt Trainer ¡V China Association for Quality,Associate Member of Chartered Institute of Secretaries (ACIS), Six SigmaMaster Black Belt & 7 Habit Qualified Trainer)
is currently the Principal Consultant of Academy of Research &Management. She has over 18 years experience in service and managementpositions in various international banks and insurance companies such asHSBC and American International Assurance (Bermuda) Co. Ltd. Herexperience covers process re-engineering, strategic and projectplanning, development and launching of mission/vision/values,organizational change, project implementation, quality service, andlaunching of six sigma and quality tools.

Ms. Wan has extensive teaching andtraining experience in the field of customer relationship management,six sigma, quality management, team and motivation, leadership andstrategic management. She conducted various in-house training programs,public seminars and professional diploma courses in Hong Kong BaptistUniversity Continuing Education, Hong Kong Quality ManagementAssociation, Hong Kong Productivity Council, Six Sigma Institute, andMacau Monetary Authority.

Ms. Wan is fully devoted in quality management field. She was elected asSecretary of the Hong Kong Quality Management Association (HKQMA) for 6years. She is now the Honorary Treasurer and Project Manager for HKQMAand Honorary Secretary of Six Sigma Institute (SSI).

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A native of Hong Kong, Dominic Purvisjoined the Swire Group in 1989 after graduating from Oxford University.He has spent the past 15 years in a variety of roles, primarily withinCathay Pacific Airways where he is currently General Manager of theairline’s loyalty marketing programme, which encompasses The Marco PoloClub and Asia Miles.

In addition to marketing andgeneral management, Dominic’s experience includes a wide variety ofservice-focused roles. In particular, he headed Cathay Pacific’sCustomer Services at Chek Lap Kok during the critical pre- andpost-opening phases of the new Hong Kong International Airport ; heoversaw the design and functional specifications of Cathay Pacific’sflagship passenger lounge “The Wing? and he established the airline’ssuite of e-Business channels, chief among them www.cathaypacific.com.

In his current position, Dominicis responsible for the strategy, development and day-to-day managementof the various loyalty-marketing initiatives at Cathay Pacific. Hisremit covers communications, database marketing, programme development,as well as supporting customer information systems and The Marco PoloClub and Asia Miles service centres.

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Prof. Sam Ho PhD(Mgt.), Founder Chair ? HK 5-S Asso. & Int. Conf. on ISO 9000 & TQM, FIQA, Assessor-EQA/HKQA]
has rich experience in researching, developing and conducting aproprietary set of 5-S training programs. Brought up in Hong Kong, hetaught in the UK during 1988-97. There, he gained the first UKProfessorship on Strategy & Quality, and was also the first ChineseProfessor in Management. He has published 15 books and over 100 academicpapers. As the first Quality Expert to the Malaysian Government working ona Asian Development Bank project he had helped the country to develop afive year quality plan in 1993-94. There he developed the world's first5-S Audit Checklist and promoted this important quality technique widelyto the western world. Since 1994, he has trained thousands of people inAustralia, Canada, Hong Kong, Malaysia, Singapore, UK & USA on the 5-SPractice.

In 1998, he successfully bid for a HK$4.6 million project from theIndustrial Support Fund to train 2,500 people over a 2-year period tobecome the world's first 5-S Lead Auditors. The response since launch hasexceeded all expectations, and as a result, the HK 5-S Association hasbeen founded by Prof. Ho in May 1999, and has now over 10,000 members.Furthermore, a 5-S Company Certification scheme has been launched since2001, and by now 80 firms of all kinds have registered, all recordedsubstantial improvement in safety, hygiene, quality, productivity, imageand competitiveness. He has been the Principal Consultant to the Tao HeungGroup on 5-S and ICSS since 2001. In 2003, basing on the 5-S foundationand the ICSS framework, he had successfully led the Tao Heung Group to win4 awards from the CRE Award. He continued this unique approach for anumber of organisations in the restaurant and other business sectors.

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Mr. FrancisChiu, Director -Corporate Services
Urban Group
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Mr. Francis Chiu isresponsible for the Corporate Services Division of Urban Group. Mr. Chiuholds a Bachelor's degree in Business and Finance from the University ofPortsmouth, U.K., a Master's degree in International HospitalityManagement from ESSEC Business School, France and Cornell University,U.S.A., and a Master's degree in Business Administration from theUniversity of Surrey, U.K. Mr. Chiu is a Hong Kong winner of the FrenchGovernment Scholarship for postgraduate studies. He holds an advanceddiploma in Management Accounting from the Chartered Institute ofManagement Accountants, U.K., and has completed a postgraduate diplomain Marketing from the University of Hong Kong and the CharteredInstitute of Marketing, U.K. Mr. Chiu is currently a full member of theChartered Institute of Marketing, U.K., a member of the Institute ofExport, U.K., and a corporate member of the Hotel and CateringInternational Management Association, U.K. Mr. Chiu is the FIRSTexecutive in Hong Kong's property and facility management industryawarded the certified Human Resources Executive (CHRE) designation bythe reputable American Hotel and Motel Association 2003.

Mr. Chiu joined Urban Group in the year 2000, and is responsible formarketing services, supply chain management, corporate administration,human capital and organizational development. Mr. Chiu has blended hiswealth of management experiences to excel with colleagues, with businesspartners and in enterprise alike, pursuing continuous improvement andinnovative development initiatives.

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Carsten Paasch was bornin Germany and came to Hong Kong in 1992. He is a Senior Manager in theGroup Information Security department of Standard Chartered Bank (HongKong) Limited. In his role he is responsible for consultant on informationsecurity risk assessments and acting as the internal consultant oninformation security matters to business and IT of Standard Chartered Bankin North East Asia.
Prior to working at Standard Chartered, Carsten worked at DresdnerKleinwort Wasserstein in various capacities in IT Development, ITInfrastructure and Information Security.
Carsten holds Master's degrees in Computer Science, BIS, Engineering andBusiness Administration, and is currently pursuing a PhD in the field ofinformation security at the Hong Kong University of Science and Technology.

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Amanda has over twenty years experiencein Customer Services managing worlwide support, education and professionalservices organisations.

In January, 2003, Amanda joined SWIFT where she is responsible for bothdirect and indirect customer services channels, supporting the worldslargest mission critical global financial network. The SWIFT networksupports 5000 financial institutions handling over 5 billion transactionsper year.

Prior to this she held the position of Worldwide Vice President of GlobalServices and Customer Support for IONA technologies, the leading supplierof CORBA based middleware. Under her leadership employee productivity inthe support organization doubled and customer satisfaction ratingssurpassed those of key competitors.

Amanda has worked in a variety of senior managent and consultancypositions, for global corporations including Compaq, Digital Equipment andSKF, throughout Europe and the US. She has extensive internationalexperience, providing the cultural awareness and management experience todrive businesses that are worlwide in scope.

Amanda is a computer science graduate with a Masters degree in BusinessAdministration from Kingston University, London.
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CRE Award Winner!

• Mission Critical Support Servicesof the Year 2003
• Global Support Service of theYear 2003

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Mr. Richard C H Wong, who has over 25years experience in practical cost reduction management withspecialization in overhead reduction for a number of blue chip companiesincluding HSBC, HK Telephone and Motorola. Richard is now a seniorpartner of Expense Reduction Analysts, the world’s leading specialistsin cost reduction analysis and implementation. Richard is also theauthor of the Pearson book,'Cost Cutting: Besides Staff,What Else?'.