Achieving Customer Relationship Excellence: From Balanced Scorecard to Customer Service Quality Standard

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 Contact 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 contact center and customer service industry, including the Certified CRM Director, Certified Contact 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.

Mr. Baniel Cheung,Strategic Planning Director,

Integral Communications Limited

Mr. Cheung is currently the Strategic Planning Director of Integral Communications Limited, an advertising & consultancy company providing strategic planning, advertising and public relation services to corporate customers. His current duties include assisting customers to develop marketing strategy & program, support product launching & management, and handle corporate identity & brand building.

Prior to joining the present company, Baniel has been carrying sales and marketing responsibilities in several global and local listed technology companies for more than 16 years, including Wharf T&T, New Digital System, Optilink technologies Asia. He has successfully assisted these reputable companies to build brand and expand business coverage in Asia Pacific region covering Hong Kong, China, Korea, Japan, Singapore and Malaysia.

Mr. Cheung holds a Master Degree in Marketing Management from the University of Macquarie, and an Honour Degree in Electrical Engineering from the University of Sydney. He is currently undertaking a Doctor of Business Administration Degree in the University of Macquarie.

Mr. Cheung has been invited as the guest speaker for various regional conferences and seminars. He has been the conference chairperson and speaker for the Database Marketing Conference in Hong Kong and Singapore. He has also acted as the keynote speaker and seminar chairperson for the Vietnam Investment Seminar in Hong Kong.

Baniel involves heavily and has fruitful experience in various academic areas. Currently he is the part-time lecturer in the Faculty of Business and Economics at the University of Hong Kong. He has been the part-time lecturer for HKU SPACE, CityU SCOPE and HKMA. Baniel is the research associate of Curtin University of Technology, Australia, for both the School of Business and School of Management.

Mr. Cheung is also currently the business partner of HKU SPACE, working as their training program developer and corporate trainer for various reputable corporations and industries in Hong Kong. He was the winner of Outstanding Teacher Award of HKU SPACE in 2006.

Dr. C. Harry Hui,Senior Lecturer, Department of Psychology,

The University of Hong Kong

Dr C Harry Hui is a member of the International Association of Applied Psychology, and the Society for Industrial and Organizational Psychology. As an industrial-organizational psychologist, he specializes in human resources management, organizational behavior, and personnel assessment. He received his doctorate from the University of Illinois, and is now teaching psychology at the University of Hong Kong. His consultancy assists companies in personnel selection, succession planning, team building, psychological assessment, and staff retention. Clients served include local and multinational organizations in the retailing, consumer products, engineering, transportation, construction, information service, banking, electronics, pharmaceutical, and telecommunication industries.

Harry has over twenty years of experience in the construction, revision, and use of assessment tools and attitude surveys. He has published numerous scholarly articles in international periodicals as well as provided training to human resources professionals on the above topics. He has designed and delivered management training programs for various organizations on such topics as cross-cultural communication, conflict handling, teamwork, management competencies, work motivation, organizational development, and creative problem-solving. In addition, he consulted with utility organizations in areas such as error management and accident prevention. One Chinese-language publication is entitledSelection Interview Handbook(Chung Hwa Book Publishers). It is a step-by-step guidebook to help line managers conduct personnel interviews. Other publications include "Employee motivation and attitudes in the Chinese workforce", in theHandbook of Chinese Psychology(Oxford University Press), and "Fifteen years of cross-cultural industrial/organizational research: Implications for management and commerce", in theHandbook of Cross-cultural Psychology(Allyn & Bacon).

Ms. Cally Chan,Country Manager, Outsourcing Services, HP Services, Technology Solution Group

Hewlett-Packard HK SAR Limited

Cally leads the Outsourcing Business of HP Services in Hong Kong with mission to be the leading partner for enterprise customer to manage and transform their IT environments to optimize business outcome. Cally is responsible for overall business management, business development, strategic outsourcing offering development, services delivery and enterprise customer relationship.

HP offers a comprehensive Outsourcing Services portfolio including infrastructure management, application management, user workplace management and business continuity. HP has a well established governance model, services level framework and continuous quality improvement which enable our customer to focus on her own core business with an agile, quality and cost efficiency IT environment.

Cally has been with HP for 17 years and held various managerial positions including business manager for utility, transportation and commercial customers, enterprise infrastructure manager, business development manager for south china , business manager for eSecurity Centre for APJ, general manager of technology management solutions for China/HK and currently the country manager for outsourcing business in Hong Kong.

Mr. David Huang, CEO,

Chain Sea Information Integration Co., Ltd

Mr. David Huang was graduated the Master of Business Administration at the National Taiwan University. Mr. Huang specialized in Computer Telephony Integration (CTI), Customer Relationship Management (CRM) and Business Administration.

Mr. Huang found Chain Sea Information Integration Co., Ltd. in 1994 and was positioned the general manager. The core business functions of Chain Sea are system integration, outsourcing and consultation services. Under the leadership of Mr. Huang, Chain Sea is the industry leader in CRM technology and applications. Due to Mr. Huang’s experiences in customer service industry, he was invited to be the committee member off the Taiwan Call Center Development Association in 2004.

Mr. Huang has also been a consultant and a lecture in various public institutions and schools. He was a consultant for Tai Fung Bank (Macau), Taiwan Call Center Development Association, China Trust Whales Baseball Team. He was also a lecturer for the China Construction Bank, Taipei Computer Association, Yuan Ze University, School of Continuing Education Chinese Culture University. Mr. Huang wishes to share his experiences and knowledge with other industries through consultation and educational training which eventually establish a complete customer relationship connections and ultimately boost the development of customer service industries in Taiwan.

Ms. Daisy Lam,Operations Director

Octopus Cards Ltd.

8 years HR experience with int'l companies like Levi's Strauss; Cathay Pacific Airways.
3 years managerial experience in Customer Service with CX and 9 years credit card management experience with HSBC overseeing Customer Service, Sales & Marketing & Operations. 3.5 years with Octopus leading the Operations Team. Chairperson of OCL's Corporate BCP Committee.

Mr. Duncan Wong,Vice President, Customer & Systems Operations

Wharf T&T Ltd.

Mr. Duncan Wong is currently the Vice President, Customer & Systems Operations of Wharf T&T. He is responsible for the operations of all after-sales services, technical operations, service quality management, MIS, and business process outsourcing. Prior to the Wharf T&T appointment, Mr. Wong had been working in Hong Kong Cable for nine years and had held management positions across different business units from sales, marketing, customer services to technical operations. Mr. Wong had also worked for American Express and Citibank, and had been the Vice President & Marketing Director of Citibank Diners Club in Hong Kong before joining Hong Kong Cable in 1993. Mr. Wong holds a MBA from the University of Ottawa, Canada, a Master of Advanced Business Practice from the University of South Australia, and a MSc. in Strategic Business IT from the University of Portsmouth, United Kingdom.

Mr. Edward Hui,Director, Airfreight, Hong Kong and South China

DHL Global Forwarding (Hong Kong) Limited

Mr. Edward Hui is the Airfreight lead of DHL Global Forwarding for Hong Kong and South China. He has more than 15 years experience in the aviation industry. He is serving as the Executive Committee and Chair of the China Affairs of Hong Kong's Association of Freight Forwarding and Logistics Limited. Mr. Hui graduated from the University of Hong Kong with a Masters degree in International and Public Affairs, and Bachelor degree in Business Administration. He has also completed postgraduate programs in Tsinghua University, INSEAD, University of Michigan and Leicester University.

Ms. Jeny Yeung,General Manager of Marketing & Station Business

MTR Corporation Limited

Jeny Yeung graduated from the University of Hong Kong and holds a bachelor degree in Management Studies. She started her career in the financial industry and has worked in Citibank, Hong Kong and Standard Chartered Bank, Hong Kong.

She joined MTR Corporation in 1999. She has solid experience in the marketing of retail banking products, in particular, she has spent over 6 years in credit cards. Before she left the bank, she was the head of Marketing and Business Development of the card business of Standard Chartered Bank in Hong Kong.

In the MTR Corporation, she is the head of the Marketing Department and is responsible for a few key marketing and business management functions. She is responsible for passenger marketing of the various railway lines including the Airport Express. She also manages all the non-fare revenues of the Corporation which includes the Advertising, Station Retail and Telecommunication businesses. Lastly, she is also responsible for upkeeping the highly regarded MTR brand and identity.

Dr. John Leung,Associate Professor, Department of Marketing, Faculty of Business

City University of Hong Kong

Dr. Leung is currently the Director of Executive MBA program, and an Associate Professor of Marketing at City University of Hong Kong. He has also worked at Department of Management Sciences as an Associate Professor for eight years between 1993-2001. Between 1997-2000, he was the Deputy Director of IT Center for reengineering.He was a winner of the 8th Teaching Excellence Award.

He earned his PhD and MS in Industrial Engineering from the University of Wisconsin at Madison and his MS in Computer and Information Science at Georgia Institute of Technology.

Prior to joining City University, Dr. Leung was an Operations Executive of American Express responsible for reengineering the credit authorization process and optimizing the operations policies for the authorization centers worldwide.

As a Senior Consultant of Eastman Kodak, Dr. Leung was responsible for developing and conducting corporate training courses that focused on improving and controlling the quality of large-scale systems development. His clients included Bell Northern Research (BNR), IBM, Fedex (Federal Express), Lucent Technology, Gilman Engineering, Pacific Waste Management and other Fortune 500 companies.

Dr. Leung has also actively provided consultation and training for more than 100 local companies in Hong Kong such as Hong Kong Bank, Standard Chartered Bank, Hang Seng Bank, Bank of China and Hong Kong International Terminal.

Dr. Leung’s current research interests are: service strategy and quality management, business process improvement, and customer retention strategy.

Dr. Noel Siu,Associate Professor, Department of Marketing, School of Business

Hong Kong Baptist University

Dr. Noel Yee-Man Siu is an Associate Professor in the Department of Marketing and BBA (Hons) Associate Course Director. She received her MBA degree from the University of Sheffield (UK) and her Ph.D from Nottingham Trent University (UK). She has managerial experience prior to her academic profession. She has been involved in consultancy work and conducted training workshops for various organisations, such as Four Seas Mercantile Holdings Limited, United Dragon, Social Welfare Department and United Biscuits. Her research interests include service quality, training and development, business ethics and online marketing. She has published extensively in various refereed international journals and renowned conference proceedings, such as European Journal of Marketing, International Journal of Human Resources Management, Journal of International Consumer Marketing, Journal of Consumer Affairs and Journal of Marketing Management. She was invited to be visiting scholar by University of Manchester, De Montfort University, Leeds University and New Haven University in 2006. She received the President's Award for Outstanding Performance in Teaching in 2002.

Mr. P.N. Ip,Chief Customer Services Engineer,

The Hongkong Electric Co., Ltd.

Mr. Ip received his Bachelor degree in electrical engineering from The University of Hong Kong in 1973 and Master degree in business administration from The Chinese University of Hong Kong in 1981. Mr. Ip has a wide range of engineering and managerial experiences in the power supply industry and is currently the Chief Customer Services Engineer of The Hongkong Electric Co., Ltd. He is a Fellow of The Hong Kong Institution of Engineers and is a past chairman of the Electrical Division of The Hong Kong Institution of Engineers.

Ms. Sandra De Zoysa,Head of Customer Service & Contact Management,

Dialog Telekom Ltd.

Ms. De Zoysa functions as the Head of Customer Service & Contact Management, and Chairperson of the Service Delivery Strategic Management Committee of Dialoga Telekom.

Ms. De Zoysa counts over 15 years of cumulative experience in Customer Service Management within the mobile telecommunications industry. She is a Certified Analyst, Auditor & Certified Customer Service Manager of the Asia Pacific Customer Service Consortium. The company's service function has grown under her leadership to a proficient and reliable 24 x 7 Operation driven by a 1000 strong highly competent workforce, providing the service backbone to the company's 3 million+ customers. Dialog's Broad-based and decentralized service infrastructure spans all provinces of Sri Lanka, and is underpinned by state-of-the-art multi-modal customer contact technologies and processes.

Ms. De Zoysa has spearheaded the adoption of international Best Practices in Customer Servicing at Dialog, resulting in Dialog Telekom becoming the first company in South Asia to be awarded the Customer Service Quality Standard (CSQS) certification by the Asia Pacific Customer Service Consortium (APCSC). The Company has also been honoured with National & International service awards – among them are the Asia Pacific Quality Award 2002, National Quality award 2001 and the Award for the Most Customer Centric Organization – presented at the TM Group Awards in 2005.

Mr Thomas MOK,Director of Customer Relations Department

Hong Kong Broadband Network Ltd

Mr MOK King Man, Thomas, is the Director of Customer Relations in HKBN. Mr Mok is responsible for all aspects of the daily operation of the Customer Relations Department. He holds a Master degree in Human Resources Management from the Macquarie University and a Bachelor degree in Management and Economics from James Cook University and HK Baptist University respectively. He also holds a Diploma in Training Management from the Chinese University of HK. Prior to joining the company, Mr Mok was the Senior Training Officer for MTR Corporation and having spent 5 years with the firm. Before that, Mr Mok held positions with AIA and HK Jockey Club.