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Day
1, 11 July 2006
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Back |
8:45 |
Summit Registration & Morning Tea |
9:00 |
Summit Opening
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium |
9:15
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Value for money audits and enhancing public service
delivery
Mr. Benjamin Tang,
Director of Audit
Audit Commission,
Government of HKSAR |
9:50
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Creating Customer Oriented Corporate Governance
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium |
10:25
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Staying Ahead of Competition in the Logistics Industry
Mr. C.T. Kwok,
Director, Customer Services
DHL Global Forwarding |
11:00 |
Tea Break |
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Back |
11:15 |
Customer Engagement & Customer Experience Management
Mr. William Yeung,
Chief Operating Officer
Hong Kong Broadband Network Limited |
11:50
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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 |
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Organization Development & Customer Knowledge Management |
Back |
14:00
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People & Cultural Transformation in Service Business
Ms. Esther Fong,
Total Quality Manager
Eaton Hotel Hong Kong |
14:35
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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 |
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Day 2, 12 July 2006
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Superior Service Strategy and Brand Building |
Back |
8:45 |
Summit Registration & Morning Tea |
9:00 |
Summit Opening by the Chairman |
9:15
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Customer Service Strategy - a Health Start
Dr. Damien Marmion, Managing
Director
Bupa (Asia) Limited |
9:50
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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
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Pioneer Total Service Quality Regime in Shopping Centre
Mr. K. M. Chan,
Chief Estate Manager
MTR Corporation Ltd. |
11:00 |
Tea Break |
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Back |
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
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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 |
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Market Trend and Future Development of Services in 21st
Century Economy |
Back |
14:00
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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
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The Art and Science of Customer Surveys
Dr. Robert Chung,
Director, The Public Opinion Programme (POP)
The University of Hong Kong |
15:10
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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 |
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