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Creating Customer Oriented Corporate Governance
Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium
Mr. Jason Chu is the Founding Chairman of the
Hong Kong Customer Service Consortium (HKCSC)
and Asia Pacific Customer Service Consortium
(APCSC).
Mr. Chu collaborates with industry experts and
major university researchers to consult and
research on key aspects of Customer Satisfaction
and Loyalty. Jointly with researchers in the
University of Hong Kong and the members of
APCSC, Mr. Chu has led the consortium effort in
developing the Customer Service Quality Standard
(CSQS) in setting international standards and
world class framework for customer service
organizations. He is the pioneer of innovative
customer service research including eSurvey on
Internet Banking, Securities and Travel
Services, CRM and Call Center Benchmarking in
Asia Pacific, Customer Satisfaction and
Aspiration Survey and other international
standards in Asia, 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
Customer Service Analyst & and Auditor training
curriculum and recently the Certificate in
Customer Service Management approved under the
Continuous Education Fund (CEF) under Hong Kong
SAR Government.
Mr. Chu received his BS and MS 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 a
speaker of high demand at conferences and
workshops to senior executives on developing
customer focused organizations and building CRM
and customer loyalty. |
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Value for money audits and enhancing public service
delivery
Mr Benjamin Tang,
Director of Audit
Audit
Commission,
Government of HKSAR
After graduating from the
University of Hong Kong in Economics and Sociology
and a brief stint working in the private sector, Mr
Tang joined the Hong Kong civil service as an
Administrative Officer in October 1974. He also
studied at the Oxford University, the London
Business School and the Toronto International
Leadership Centre for Financial Sector Supervision.
He served in various bureaux and departments and
worked in policy areas that covered district
administration, sports and culture, transport,
municipal services and the environment. His career
also included working in the Hong Kong Government
Office in London in the mid 80s and the Independent
Commission Against Corruption in the early 90s. He
was the Government Printer from March 1998 to
January 2000 and the Commissioner of Insurance from
January 2000 to November 2003. Mr Tang left the
Administrative Service and took up the post of
Director of Audit in December 2003. |
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Customer Service Strategy - a Health Start
Dr. Damien Marmion,
Managing Director
Bupa (Asia) Ltd
Damien Marmion has been Managing Director of BUPA (Asia)
Limited since April 2003. In employing the
professional knowledge that 12 years of medical and
healthcare insurance experiences have given him, Dr.
Marmion spearheads the effort to improve on BUPA's
high-quality customer service, expand the customer
base and reinvest surplus in the healthcare industry
in the Asia region.
Prior to his relocation to Hong Kong, Damien was
Development Director of BUPA International in the
United Kingdom, responsible for overseeing the
business development, marketing and Internet
development. During his 9 years at BUPA UK, his key
roles included quality assurance in hospitals,
healthcare purchasing and business development in
the international division.
Dr. Damien Marmion was qualified as a doctor in 1991
from University College and Middlesex Hospital
School of Medicine London and obtained an MBA from
City University, United Kingdom in 1994. He enjoys
golf and traveling in his free time. He is married
with two children. |
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Customer Engagement and Customer Experience Management
Mr. William Yeung, Chief Operating Officer
Hong Kong
Broadband Network Ltd
Mr. William Yeung is the Chief Operating Officer of Hong
Kong Broadband Network Limited. He is responsible for the
operations of all customer contact channels. He has more
than 20 years’ working experience, including 3 years in the
government and 17 years in retail/telecom industry.
Prior to joining Hong Kong Broadband Network Limited, Mr.
Yeung was the Director of Customers Division,
SmarTone-Vodafone. He has also served as Inspector of Police
in the Hong Kong Police Force. Mr. Yeung holds a Bachelor of
Arts degree from Hong Kong Baptist University, a Master of
Business Administration degree from University of
Strathclyde, United Kingdom and a Master of Science degree
in Electronic Commerce and Internet Computing from the
University of Hong Kong. |
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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
Dr Anthony Lee is a specialist physician turned hospital
administrator. Back in the 1970’s as a senior lecturer
of the Department of Medicine in the University of Hong Kong
specializing in rheumatology and clinical immunology, he
pioneered in clinical research in rheumatic diseases and
hepatitis B diseases in Hong Kong. Subsequently he
practised as a consultant rheumatologist in Hong Kong and in
Melbourne, Australia, for a number of years. In 1996
he returned to Hong Kong to take up the helm as Chief
Hospital Manager of the Union Hospital and has successfully
transformed the hospital into one renowned for its quality
service. |
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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
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. |
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The Evolving Role of Services in Governments in 21st century
Economy
Mr W.F. Yuk, Assistant Director
Efficiency Unit, Government of HKSAR
Mr. Yuk is the Assistant Director of the Efficiency Unit of
the Government of the Hong Kong Special Administrative
Region. He join the Government in 1978 after graduating from
the Chinese University of Hong Kong. He has been involved in
conducting management consultancy studies in various
Government departments. In the past ten years, he has been
working closely with a number of e-Government initiatives
including the development of the Public Key Infrastructure
for Hong Kong and the '1823' Citizen Easy link services.
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From CSQS to Business Excellence
- Importance of CSQS for Sustainable Competitive
Advantage
- Requirement of Business Excellence Models
world-wide
- Contribution of CSQS towards the various BE
Models
- Using CSQS as a strategic tool of BE
- Case Examples
Professor Sam Ho,
Founder Chair
HK 5-S Association
& APBEST Academy,
International Conference on ISO9000 and TQM
- ICIT
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-12th "International
Conference on ISO
9000 and TQM
- ICIT"
(96-07)
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 Uni. (UK)
u
Consultant and Trainer for over 100 firms for
ISO 9000 & 5-S implementation
u
Director of HK 5-S Campaign & Founder Chair of
the HK 5-S Asso. with over 10,000 members.
u
Examiner, HKMA Quality Award, 2003
u
Author of over 100 papers & 20 books, including
"TQM: An Integrated Approach" (5 languages)
u
Ex & A-P Editor, Managing Service Quality &
Sub-Editor of several other Management journals |
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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
Dr. Robert
Chung is the Director of Public Opinion Programme
(POP) at the University of Hong Kong. In 1991 he
established the POP under the Faculty of Social
Sciences of the University of Hong Kong, and began
to study the development of public opinion in Hong
Kong. Under his leadership, POP has become well
known for its impartiality and professionalism in
collecting, studying and interpreting public opinion
in Hong Kong, and is a highly respected programme in
the region. Up to this date, POP has conducted more
than 800 independent surveys, covering media
development, electoral studies, policy issues, and
youth studies. POP’s output is widely covered by the
media and frequently cited in academic publications.
Dr Chung has written numerous articles on public
opinion and social surveys published in various
journals and periodicals, and is the Chief Editor of
the HKU POP Site at http://hkupop.hku.hk.
Dr. Chung is also the Warden of R.C. Hall in The
University of Hong Kong, and a Panelist of
Television Programme Advisory Panel of Radio
Television Hong Kong (RTHK). Between 1994 and 1999,
he served as part-time member of the Central Policy
Unit of the Hong Kong Government. He also served as
a member of the Community Research Sub-committee of
the Citizens Advisory Committee on Community
Relations between 1997 and 2003 and a member of
Citizens Advisory Committee on Community Relations
of the Independent Commission Against Corruption
(ICAC) between 1998 and 2003. Dr. Chung has been the
Hong Kong representative at the World Association
for Public Opinion Research (WAPOR) for a number of
years. Starting from 2006, Dr Chung is the elected
Secretary-Treasurer of WAPOR. |
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Pioneer Total Service Quality Regime in Shopping Centre
Mr. K M Chan , Chief Shopping Centre Manager
MTR Corporation Ltd.
Mr. K. M. Chan joined MTR Corporation Limited in
1983 and currently is the Chief Shopping Centre
Manager. With his professional experience in
property management and retail marketing for over 20
years, Mr. Chan has contributed to the development
of the MTR’s shopping centre portfolio.
Mr. Chan holds a Master of Business Administration
and is a member of the Chartered Institute of
Housing and Hong Kong Institute of Housing. Along
with his working at MTRCL, Mr. Chan also served as
guest speakers in courses on housing management of
HKU Space programme and Institution of Marketing.
Mr. Chan’s areas of expertise include assets
management, marketing and promotion of investment
properties. Aspired to add value to MTR Shopping
Centres and to proactively address the ever-changing
market needs, Mr. Chan is committed to continuous
improvement to attain the highest possible standard.
In 2002, he pioneered in launching the “Total
Quality Service Regime” with the objective of
raising the overall service level in MTR Shopping
Centre which is widely acclaimed by retailers from
different categories. |
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Develop and Maintain High Performance Workforce in
Public Health Care
Mr. David Rossiter, Head of Human Resources
Hospital Authority
David Rossiter joined the Hospital Authority in
November 2002. David’s career started in the retail
industry in a range of different roles from
generalist Human Resources (HR) Management to
Specialist Industrial Relations and a number of
senior business leadership roles in Australia. From
there David spent some time in Human Resources
Management in Public Health in Sydney working for
the New South Wales Department of Health based in
Royal North Shore Hospital. The following six years
David worked with Australia’s largest Private Health
provider leading the Human Resources team for a
group of some 60 hospitals and numerous private
Pathology and Diagnostic Imaging practices.
Immediately prior to joining Hospital Authority,
David held a senior HR Management role with a US
based global Medical Devices manufacturer and
supplier.
David’s focus in recent years has been in the
development and implementation of significant
organizational change, organizational development
and performance management. |
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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.)
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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Staying Ahead of Competition in the Logistics
Industry
Mr CT Kwok,
Director, Customer Services
DHL Global Forwarding
Mr. Chiu-tai Kwok, Director Customer Services,
has been with DHL Logistics (Hong Kong) Limited
since 2002. With over 20 years of professional
knowledge in the airline and logistics industry,
Kwok is now leading the department in putting
customers’ interests in the first place with an
ultimate goal to gain their business and trust
on DHL.
Prior to joining DHL Logistics (Hong Kong)
limited, Kwok had been working in Cathay Pacific
Airways Ltd. for 18 years. During Kwok’s tenure
of service, he had served in various positions
with the last position as Assistant Manager
Cargo Sales HK aimed at achieving revenue target
whilst delivering market-driven air cargo
products and services to customers
satisfactorily. Kwok is also experienced in
revenue optimization and planning of the airline
industry.
Mr. Chiu-tai Kwok holds a Bachelor of Business
(Economics & Finance) with Distinction from RMIT
University (Australia) and a Professional
Diploma in Logistics Management with Merit from
HK Productivity Council & HK Logistics
Association. |
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Customer Service Excellence - The Hongkong
Electric's Experience
Mr. Raymond Choi,
Senior Customer Supplies Engineer
The Hongkong Electric Co., Ltd.
Mr. Raymond Choi graduated in 1981 from the
University of Hong Kong with a Bachelor of Science
in Electrical Engineering. He also finished his MBA
from HKU in 1990. Raymond has joined Hongkong
Electric since 1981 and after working for 11 years
in various engineering departments, Raymond became
the Head of the Customer Supplies Section
responsible for customer accounts management for all
Hongkong Electric customers. His responsiblities
include running the call centre and customer centre,
meter reading, customer billing, credit control and
customer service enhancement programs.
Raymond has been a Chartered Engineer and a member
of the Hong Kong Institution of Engineers and the
Institution of Electrical Engineer in the UK.
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People and Culture Transformation in Service Business
Ms. Esther Fong,
Total Quality Manager
Eaton Hotel Hong Kong
Esther has more than 13 years’ extensive experience
in the hotel industry across Australia and Hong
Kong. She has accumulated a wealth of international
experience spanning Reservations, Front Office,
Sales & Marketing, and Human Resources departments.
She has been actively involved in optimizing room
revenue, monitoring room inventory, establishing
excellent customer relations, elevating the quality
and standard of customer service, as well as
training and developing hotel associates. She is
currently the
Total Quality Manager
at Eaton Hotel, Hong Kong. Prior to her current
position, she worked in major global hotel chain
properties such as Grand Hyatt Melbourne, Rydges
Hotel Melbourne, Conrad, New World Renaissance,
Intercontinental Grand Stanford and Marco Polo Hong
Kong. Having graduated from the University of Hong
Kong with First Class Honours in Language Education,
she was also a registered language teacher at
secondary school and training institutes with total
dedication to motivating learners, ranging from
teenagers to adults, to use English for real
communication. |
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Customer Knowledge Management: Insights from the retail
industry
Mr. Philip Fung,
Principal Consultant
Knowledge Edge Management Consultant Limited
Philip has over 18 years of experience in management
development, organization development and human
resources management. He is currently the principal
consultant of Knowledge Edge, a company providing
knowledge management training and consulting
services to private and public organizations. He is
also the vice-chairman of Knowledge Management
Development Centre (KMDC), a non-profit professional
body aiming to promote knowledge management
practices in Hong Kong. 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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Information of other speakers will be announced soon. |
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