8:45

Summit Registration & Morning Tea

9:00

Summit Opening

Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

9:15

Value for money audits and enhancing public service delivery

Mr. Benjamin Tang, Director of Audit

Audit Commission, Government of HKSAR

9:50

Creating Customer Oriented Corporate Governance
Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium

10:25

Staying Ahead of Competition in the Logistics Industry

Mr. C.T. Kwok, Director, Customer Services

DHL Global Forwarding

11:00

Tea Break

11:15

Customer Engagement & Customer Experience Management

Mr. William Yeung, Chief Operating Officer

Hong Kong Broadband Network Limited

11:50

Develop and Maintain High Performance Workforce in Public Health Care

Mr. David Rossiter, Head of Human Resources

Hospital Authority

12:30

People Site Certificate Presentation

Roundtable Panel Discussion: Managing Performance and Customer Experience

Luncheon　

14:00

People & Cultural Transformation in Service Business

Ms. Esther Fong, Total Quality Manager

Eaton Hotel Hong Kong

14:35

Customer Marketing - Best Practise examples in Asia

Mr. Bryan J Smith, Senior Vice President, Marketing - Asia region

American International Assurance Company Limited

15:10

Customer Knowledge Management: Insights from the Retail Industry

Mr. Philip Fung, Principal Consultant

Knowledge Edge Management Consultant Limited

15:45

Tea Break

16:00

Roundtable Panel Discussion: Organization Development & Customer Knowledge Management　

17:00

End of Day 1

8:45

Summit Registration & Morning Tea

9:00

Summit Opening by the Chairman

9:15

Customer Service Strategy - a Health Start

Dr. Damien Marmion, Managing Director

Bupa (Asia) Limited

9:50

Global Support with Multi Channel Service Strategy

Mr. Kevin Lodge, Head of Customer Services Asia Pacific

Society for Worldwide Interbank Financial Telecommunication (S.W.I.F.T. scrl)

10:25

Pioneer Total Service Quality Regime in Shopping Centre

Mr. K. M. Chan, Chief Estate Manager
MTR Corporation Ltd.

11:00

Tea Break

11:15

Customer Service Excellence - The Hongkong Electric's Experience

Mr. Francis L.Y. Lee, Director & General Manager (Engineering)

The Hongkong Electric Co., Ltd.

11:50

From CSQS to Business Excellence

Professor Sam Ho Dean, Hang Seng School of Commerce

Founder Chair, APBEST Academy

12:30

CSQS Certificate Presentation

Roundtable Panel Discussion: From Service Excellence to Business Excellence

Luncheon　

14:00

The Evolving Role of Service in Governments in the 21st Century Economy
Mr W.F. Yuk, Assistant Director
Efficiency Unit, Government of HKSAR

14:35

The Art and Science of Customer Surveys
Dr. Robert Chung, Director, The Public Opinion Programme (POP)
The University of Hong Kong 

15:10

Customer Relation Management in Private Hospital

Dr. Anthony Lee, Chief Hospital Manager and Medical Director

Shatin International Medical Centre Union Hospital

15:45

Tea Break

16:00

Roundtable Panel Discussion: Market Trend and Future Development of Services in 21st Century Economy

17:00

End of Day 2