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Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium
Mr. Chu is the Founder and Chairman of Hong Kong Customer Service Consortium (HKCSC). He is the pioneer of innovative Customer Service Research including Call Center and CRM Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and eSurvey on Internet Banking, Internet Securities and Internet Purchasing, and other international standards in Australia and the United States.
Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer Service and Support Industry to develop professionalism and career development for the call center and customer service industry, including the Certified CRM Director, Certified Call Center Manager and Certified Call Center Professional training curriculum.
Mr. Chu received his BSc and MSc degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is the President of the University of California Alumni Association in Hong Kong and a Guest Lecturer at the Hong Kong University of Science and Technology and other universities. He is an instructor and speaker in high demand at various training workshops and international conferences on Call Center and Customer Relationship Management Strategy. TOP |
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Customer Service EXcellence (CSEX) Model: 5-S + ISO + 6s
+ CSQS
è
CSEX
Professor Sam Ho,
Founder Chair
HK 5-S Association
& APBEST Academy
u
Oshikawa Fellow of
the Asian Productivity Organization (86-87)
u
Asian Development Bank
Quality Expert to the Malaysian Government (93-94),
u Chairman
of the 1st-11th "International Conference on ISO9000
and TQM -
ICIT" (96-06),
u
Professor of Strategy &
Quality, Luton Business School, UK (96-97),
u
Professor of
Strategic & Quality Management, International Management
Centres, UK,
u
Visiting
Professor in TQM at Uni. of Paisley (UK), RMIT
(Australia) & Vaxjo (Sweden),
u
Distinguished
Professor in Business Excellence, Zhong Shan University
(1st in China),
u
Dean, ABA/BA(Hons.)
programmes,Hang Seng School of Commerce (HK) / Coventry
University (UK),
u
Consultant
and Trainer for over 100 firms for ISO 9000, 5-S & CSQS
implementation,
u
Director of
HK 5-S Campaign & Founder Chair of the HK 5-S Asso. with
over 10,000 members.
u
Founder Chair
of the Asia-Pacific Business Excellence Standard (APBEST)
Academy
u
Examiner,
HKMA Quality Award, 2003,
u
Author of over 100 papers
& 20 books, including "TQM: An Integrated Approach",
which has been translated into 5 languages |
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Building Customer Relationship Excellence for Corporate
Customers
Mr. W. W. Chan, Managing Director
Cascade Limited, Subsidiary of PCCW Limited
Mr. Chan Wing-Wa, now
Managing Director of Cascade Ltd, joined the Hong Kong
Telephone Company (HKTC) in 1977 and has spent more than
28 years in senior positions in the network engineering
departments of Hong Kong Telecom (HKT), Cable & Wireless
(C&W HKT) and PCCW.
Mr. Chan served as Director of Network Operations since
1997, responsible for the planning and operation of the
local fixed network which supports a full range of
telecom services including voice, narrowband and
broadband data, interactive multimedia service and
carrier services serving 3.7 million customers in Hong
Kong. He took up the position of Director of Chief
Executive Office in November 1999. Later, he served as
President of Network & Services Business in the
Telecommunications Services sector looking after network
operations and customer services. In 2003, Mr. Chan took
up the position of Managing Director of Cascade, the
service delivery arm of PCCW. In 2005, Mr. Chan was
appointed as Director of Sunday Communications Limited.
Before joining HKTC, Mr. Chan worked in the U.K. for one
and a half years as a Software Design Engineer with
Standard Telephones and Cables Ltd.
Mr. Chan gained a Polytechnic Diploma in Electrical and
Electronic Engineering in 1975 from the Plymouth
Polytechnic in the UK and a Diploma in Management for
Executive Development in 1986 from the Chinese
University of Hong Kong.
Mr. Chan is a Chartered Engineer and members of the
Institution of Electrical Engineers and the Hong Kong
Institution of Engineers. Mr. Chan is married with one
child. |
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Best-in-Class CRM Transformation in Insurance
Industry
Ms. Macy Lim,
Senior Manager, Personal Insurance
Dao Heng Insurance Co., Ltd
Macy received her Bachelor Degree in
Business Administration at University of Regina, Canada & is a Fellow member
of the Insurance Institution of Canada. Macy has extensive experience in
call center management. She started her early call center career in Canada
at a firm specializing in providing personal insurance to professionals and
university alumni. She joined Dao Heng Insurance Co., Ltd. in 1998 and
successfully built a substantial bancassurance portfolio. In 2002, she
created a direct business model for Dao Heng Insurance Co., Ltd. to replace
the bank distribution channel and built its own call center to distribute
products. In 2003, she has led the call center transformation process and
successfully transformed the call center from a cost centre to a strategic
business unit within two years.
Macy’s achievements are highly recognized by the industry. She won the
Individual Asia Pacific Customer Relationship Excellence Awards – Customer
Service Manager of the Year 2002 and CRM Director of the Year 2003. She has
also led the Dao Heng Insurance Co., Ltd. ‘s call center to won the
Corporate Asia Pacific Customer Relationship Excellence Awards – People
Development Program of the Year 2002, Best Use of Call Center Technology of
the Year 2003 and Call Center of the Year (Below 50 seats) 2004. |
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People Development
Excellence to Global Support Excellence
Mr. Edward Hui,
General Manager, Air Freight, Hong Kong
Exel Hong Kong LimitedTOPIn charge of Exel’s Air Freight
Division for Hong Kong and South China, Edward is responsible for the
operations in all areas – Import, Export, Gateway, Customer Services,
Warehouse, Traffic and Risk & Safety. He has a team of more than 300 staff
and running a 7x24x365 operation.
Joined Exel in 2004, Edward has been in the aviation industry for more than
15 years. Edward is proud to be with the Exel family which is a very strong,
experienced and customer focused one. The Customer Services team was formed
in 2003 to better focus and service the customers. Exel is probably one of
the first few to establish this function in the general air freight
industry. The team has been making excellent progress and helps a lot to
further enhance our services.
The main role for Edward is to provide sufficient support, resources and the
environment to enable the team to perform and excel.
Edward is a graduate from the University of Hong Kong with a Masters degree
in International and Public Affairs and also a Bachelor degree in Business
Administration (1st class honours). He has also completed a number of
postgraduate courses including Public Administration at Tsinghua University
(Beijing), Postgraduate Diploma in HRM (Leicester), Corporate Strategy
(Michigan), Finance (INSEAD). |
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Excellence in
Delivery of Customer Service
Ms. Janet Fung, Group Director - Operations
SUNDAY Communications Limited
Ms. Janet Ching Man Fung, Group Director - Operations, oversees the Sales,
Marketing & Communications, and Customer Care departments of the Group.
Janet joined the Group in 1997 as Group Director - Finance and Company
Secretary. She has extensive experience in public accounting, financial
consultancy and management in Hong Kong and the PRC. Prior to joining the
Group, she was the Finance Director of the Far East operations of Liz
Claiborne Group. She holds a first class honours degree in management
studies from the University of Hong Kong and is a fellow member of the
Association of Chartered Certified Accountants (UK), the Hong Kong Institute
of Certified Public Accountants, and a member of CPA Australia.
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Using Customer
Knowledge to Delight Your Customers
Mr. Philip Fung, Vice Chairman
Knowledge Management Development Centre
Philip has over 17 years of experience in management development,
organization development and human resources management. He is currently the
vice-chairman of KMDC (Knowledge Management Development Centre), a
non-profit professional body aiming to promote knowledge management
practices in Hong Kong. He is also the Director of Knowledge Edge, a
knowledge management consultant firm providing consulting services to
private and public organizations. Prior to his present role, he was the
Director of Human Resources and Knowledge Management of Bossini, the General
Manager (TQM and HR) of Group Sense, and Human Resources Director of TSL
Jewellery. Philip had a first degree in Sociology, a MBA and currently was
completing his doctoral thesis in the area of organizational learning and
knowledge management. He speaks frequently in seminars and conferences
addressing topics on knowledge management and retail practices. |
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Customer Relationship Excellence in Property Management Industry
Ms.
Bluebi Poon,
Area Manager, Building & Facilities Management Department
Hong Yip Service Company Limited
TOP
Miss Poon Pui Yee, is the
Area Manager, Building & Facilities Management Department, of Hong Yip Service Company Limited, a wholly owned subsidiary of
Sun Hung Kai Properties Limited. Miss Poon has over 7 years experience in
the property management industry and responsible for Shopping Centre
Management in the Leased Properties Team. Miss Poon holds a Master Degree in
Housing Management from The University of Hong Kong. |
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Mission Critical
Service Strategy - When Failure Is Not An Option
Mr. Kevin Lodge,
Head of Customer Services Asia Pacific
Society for
Worldwide Interbank Financial Telecommunication (S.W.I.F.T.)
TOP
Kevin has 25 years experience in the IT
and Customer Services Industry.
After graduating in the UK he joined British Gas before moving to SWIFT as a
technical support analyst in 1986.
After 5 years in Belgium he was detached to Hong Kong to manage the
pre-sales technical support team.
Hong Kong became a full customer service centre in 1994 and Kevin was
appointed Head of regional customer services shortly thereafter.
The Asia Pacific support centre provides a single point of contact for all
products and services provided by SWIFT. It is part of a global follow the
sun organisation providing year round 24 hour service. In 2002 Kevin managed
the introduction of a satellite support centre in Tokyo to cover the
Japanese market.
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Successful
Relationship Marketing and Loyalty Programs with Case Studies
Mr. Bryan J Smith,
Senior Vice President,
Marketing, Asia Region
American International
Assurance Company Limited
Bryan Smith joined AIG in New York in
1997 and is currently the Senior Vice President, Marketing for AIA. He is
also the senior regional executive responsible for Bancassurance and cross
marketing to AIG companies in AIG in SE Asia, Greater China and India.
In the last 5 years, Bryan has led AIG’s Bancassurance, Database & Cross
Marketing and Direct Marketing activities in the SE Asian and Greater China
region. He has been responsible for both Life and Non Life marketing
activities, leading marketing teams in 11 countries across 21 companies
establishing a variety of distribution models and strategic alliances with
business partners.
Bryan is responsible for the implementation of CRM processes using advanced
Data Warehouse, Data Mining and Call Center technologies to support all
distribution channels in Asia. AIG has developed state of the art CRM
initiatives in the region that have now become best practices across AIG’s
worldwide operations.
Prior to joining AIG, Bryan was working with IBM for more than 10 years
holding a number of senior marketing appointments in Australia, Latin
America, Japan and New York. His final appointment prior to joining AIG had
been responsibility for developing IBM’s Direct Marketing operations across
8 countries in Latin America.TOP |
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Insights into Customer
Social Responsibility and Excellence in Customer Relations
Dr. Andrew L. Thomson, Chief Executive
Officer
Business Environment Council
Dr Andrew Thomson has over 20 years
working experience including 13 years in Asia undertaking environmental and
corporate social responsibility projects for public and private clients. As
CEO of the Business Environment Council, he is responsible for realising the
mission of the organisation: to advocate the business case for sustainable
development, and encourage the uptake of practices, which reduce waste,
conserve resources, prevent pollution and improve corporate environmental
and social responsibility.
He is actively engaged in the community in strategies for sustainability
from development of framework management systems to more in depth
implementation plans, and is a member of the Council for Sustainable
Development’s Education and Publicity sub-committee, the Harbour-front
Enhancement Committee and the Tourism Commission’s Tourism Strategy Group. |
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Maximising CRM
Business Value Through Enabling Technology
Mr. Peter Smith,
Director - Information Technology
Hong Kong CSL Limited
Peter Smith is the Director of
Information Technology at Hong Kong CSL. His current responsibilities
includes setting the overall company IT direction, development & support of
CSL’s business and operational support systems, together with management of
CSL’s IT enterprise infrastructure.
A key focus of Mr. Smith’s current role is to complete the transformation to
an independent suite of IT applications and infrastructure that will
successfully enable CSL to remain at the forefront of the industry as a
leading wireless multimedia service provider in Hong Kong.
Prior to joining CSL in 2001, Mr. Smith worked for Telstra based in
Australia. He held various Senior Management roles at Telstra engaged with
support for a broad spectrum of Telecommunication services.
Mr. Smith has 18 years of experience in the Telecommunications industry, and
is a regular speaker at IT&T conferences and seminars throughout Asia. Over
the past 4 years, Mr. Smith has provided IT consultancy services to a number
of Network Operators throughout the East Asia region. |
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Maximising CRM
Business Value Through Enabling Technology
Mr.
Jim Jan Zen,
Vice President of Agency Administration
American International Assurance Company (Bermuda) Limited
Mr. Jim Jan Zen joined
AIA in 1997, and his current position is Vice President & Director of
Agency. He is responsible for developing and implementing strategic plans
for agency production, expansion and management.
Mr. Jim has been
working in the insurance industry for over 8 years with experience in agency
management, business development, training and human resources. He is also
named as the Convener of AIA Agency Service Excellence Program as well as a
Member of AIA Joint Service Steering Committee.
Prior to joining AIA,
he had held various senior executive positions in First Pacific Bank and
Chase Manhattan Bank with over 15 years of experience in Banking industry.
Mr. Jim is a graduate
of Hong Kong Polytechnic University with diploma in Human Resources &
Banking. He obtained the professional qualifications as Certified Financial
Planner of the Institute of Financial Planner Hong Kong and Fellow, Life
Management Institute. |
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Building
Partner Relationship Management Excellence with Commercial Clients
Mr. Tommy Chung,
Head of Contact Centre Business
PCCW Limited
Mr. Chung is the Head of Contact Center Business of PCCW, responsible for
managing its in-house call center operation as well as the external contact
center business in the Greater China region, providing integrated solutions
serving the wide spectrum of market needs from design and construction of
call centers to operation, in-sourcing and out-sourcing.
Mr. Chung joined the Company in Feb
1994. Since then, he had held a number of management positions within PCCW
across different business units from sales, marketing to product development
and management. Prior to taking up the current position, Mr. Chung was the
President of PCCW’s Global Business division. Before joining PCCW, Mr.
Chung had worked in several technology companies in Europe, Singapore and
Hong Kong.
Mr. Chung is a graduate of the University
of Hong Kong with BSc (Engineering), M Phil and MBA Degrees.
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Customer Relationship Excellence: Integration and Innovation
Mr.
Amit Bhagat,
Senior
Director, Customer Care,
Oracle Asia Pacific
Oracle Corporation
Amit Bhagat, Senior Director, Customer Care, Asia Pacific
leads Oracle Asia Pacific, Customer Experience Management efforts across
Asia Pacific. He provides leadership in Oracle AP in driving Customer
Centricity, Business Process Improvement and implementing Quality framework
based on Six Sigma methodologies.
Prior to joining Oracle, Amit was with HP for close to 18 years and has held
various Senior Management positions including sales and marketing, service
delivery, business development and customer management. |
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Information of other speakers will be announced soon. | |
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