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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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