Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium
Topic: Building the Foundation for a Service Brand Company: Learning from the Winners!

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. Tatsumi Yamashita, CEO,
HDI-Japan (Help Desk Institute Japan)
Topic: Ask Your Customer How to Improve Your Service Center

Tatsumi Yamashita has 20 years support industry experience and has developed several help desks and support centers throughout Japan. In 1999, he became the first Japanese HDI intern and has since studied advanced support principles in the U.S. that could be applied toward the advancement of Japanese support environments. He finally established HDI-Japan in 2001 based on the strong demand of Japanese support service industries and he is working as CEO of HDI-Japan with many HDI members and partners in Japan now.

Mr. Ansson Chan, Regional Vice President,
Call Center Operations, American International Group, Inc
Topic: Measuring Call Centers of 21st Century in Business Focused Perspectives

Mr. Chan joined AIG in 1998 and is now the Regional Vice President in the Call Center Operations. Prior to joinging AIG, he was the Head of Call Center Operations of Hong Kong Telecom, Customer Service Manager of Chevalier (Telepoint) Ltd and Productivity Consultant of Alexander Proudfoot Group. Mr. Chan received his Degree of Bachelor of Social Science from The Chinese University of Hong Kong. He is also a Fellow of Life Management Institute (FLMI) and Associate of Customer Service (ACS).

Mr. Victor MOK, Senior Vice President (Greater China)
DHL Global Forwarding
Topic: Knowing Your Customer: Identifying and Responding to Customer Needs Ahead of Competition

Victor Mok is the Head of Greater China Region, DHL Global Forwarding, responsible for the management and development of its operations in Mainland China, Hong Kong, and Taiwan.

Mr Mok has had over 20 years of experience in the aviation, freight forwarding and logistics industries. He had been working in Cathay Pacific Airways for 9 years before joining Expeditors International as Director, International Sales for Central Pacific Region. Mr Mok subsequently joined Excel (DHL) in 1997, and was appointed to his current position in January 2006.

Mr Mok was the Chairman of the Hong Kong Association of Freight Forwarding and Logistics Limited (HAFFA) between 2002 -2005, and was appointed as official member of the Hong Kong Logistics Development Council, HKSAR Government between 2003 –2005.

Mr Mok is a Chartered Fellow member of the Chartered Institute of Logistics and Transport and was elected as the Vice President of the Institute between 2004 and 2005. He is currently appointed by the HK Government as a member of Hong Kong Committee for Pacific Economic Cooperation.

Mr Mok holds a Bachelor Degree in Economics & Business Management and a Master Degree in Transport Studies from University of Hong Kong. He also obtained his MBA from Richard Ivey School of Business, University of Western Ontario, Canada.

Kapil joined Dialog Telekom Group in December 2007 as Head of Group Service Delivery and Front‐Line Customer Services after completing over 9 years of service domain experience from India. He has worked extensively on assignments in Contact Centre and Service Delivery for Telecommunication companies like Tata Indicom & Idea Cellular ltd. He has been responsible for overseeing the set up & management of end to end service delivery activities from Customer Care to Complaint Management through start up, migration and outsourcing stages.

Revenue Generation through Service Delivery channels has been one of his key accomplishments within telecom Service domain. He has also led BPO operations for I Call US as Manager Business Development & Finance with responsibility of managing profitability for a centre having an entire portfolio of Outsourcing Clients from US, UK & Germany.

Kapil is a post graduate in Finance & Marketing from The Institute of Management and Technology in
Ghaziabad, India.

Mr. WF Yuk, Assistant Director,
Efficiency Unit, HKSAR Government
Topic: Promoting Regulatory Efficiency Through Service Excellency

Mr. Yuk joined the Hong Kong Government in 1978 and is now an Assistant Director in the Efficiency Unit. He has been involved in many initiatives aiming to improve the delivery of public services. He has been the key member in the development and implementation of the Hongkong Post Public Key Infrastructure and the '1823' Citizen Easy Link of the Efficiency Unit. He is currently driving the Electronic Record Keeping System Pilot Project and the “Be the Smart Regulator” Programme.

Dr. Ler Leong Tat, Principal Consultant, SIRIM Berhad, Malaysia
Topic: Auditing and Enhancing Service Standard and Productivity
 

Dr. Ler Leong Tat is the principal consultant of SIRIM Berhad, Malaysia. As a Principal Consultant, Dr Ler involves in Training, Consultancy, Auditing and Research in the areas of ISO 14001 environmental Safety and Health management systems/ legal/regulatory requirements, ISO 9001/TS 16949 Quality Management Systems, Total Quality Management, Cleaner Production, Waste Minimization, Reuse and Recycle.

Dr. Ler has over 20 years of experience in auditing, research and consultancy. He has been working with Quality Systems Registration Unit from 1993 to 1995 before joining SIRIM Berhad as the Group Leader /Lead Auditor in auditing ISO quality management systems of manufacturing and service industries. He also worked in Standards Development Unit in 1990 as a secretary to Industrial Standards Committee, Technical Committee and Working Groups.

Dr. Ler is a committee member for ISO/TC 207/SC,Environmental Management System, Environmental Auditing and Eco-Labeling. He is also the Accreditation Assessor of Department of Standards (DSM) for Environmental Management System (Guide 66) and Quality Management System (Guide 62). Dr. Ler received both PhD and MSc from the Cranfield University, U.K. and BSc. From the National University of Malaysia. Dr. Ler also received the Certification in Customer Service Management from Asia Pacific Customer Service Consortium. Dr.Ler is also a member of Institute of Quality Assurance Malaysia, Asian Society for Environmental Protection, Asian Pacific Round-Table for Cleaner Production and Treasurer, Invention and Design Society (MINDS) – (1990-1991)

Dr. Geng Cui, Ph.D., Professor,
Department of Marketing and International Business, Lingnan University
Topic: Data Mining for Optimizing and Improving CRM: Implications for China Consumer Market

Geng Cui, Ph.D., is currently Professor of the Department of Marketing and International Business, Lingnan University. Professor Cui received his education from Peking University (BA), Cornell University (MPS) and the University of Connecticut (Ph.D), and taught in two North American universities before joining Lingnan in 2000. His research interests include consumer behaviour and marketing in China, foreign direct investment strategies and performance, and applications of data mining and optimization in marketing. His works have appeared in journals like Management Science, Journal of International Business Studies, and Journal of International Marketing. He has been a consultant to several private and public organizations on China business and marketing strategies.

Mr. Tom Mehrmann, Chief Executive Officer
Ocean Park Hong Kong
Topic: Adapting to a Dynamic and Competitive Global Environment

Tom Mehrmann is the Chief Executive Officer of Ocean Park Corporation, Hong Kong’s sea-life and animal theme park hosting over 4 million visitors annually.

Mr Mehrmann started his career in the theme park industry at Knott’s Berry Farm in the United States as a park service attendant in 1977. From there, he spent the next 21 years working through the ranks eventually becoming Vice President of Park Operations and Entertainment.

In 1998, he joined Six Flags Marine World as Vice President and General Manager, and later accepted an appointment as VP and GM of Warner Brothers Movie World in Madrid when the park was taken over by Six Flags in 2000. He had the responsibility for the design, development and construction of the US$380 million Madrid Movie World, which opened in April 2002 with revenues of US$71 million a year.

Since joining Ocean Park in 2004, he has directed the activities of the park to achieve 4 successive years of the highest attendance, revenue and surpluses in the company history, while leading the effort of defining the Concept Master Plan for the future of Ocean Park. The Concept Master Plan received government approval to proceed in December 2005 and syndicated loan financing of HK$5.5 billion was secured in 2006. Ground breaking began in 2006 and the project is estimated to be complete in 2012. Highlighting the growth and evolution of Ocean Park under Mr. Mehrmann’s direction, Forbes.com in 2006 named the park as one of the 10 most popular theme parks in the world based on annual attendance of over 5.0 million guests.

Mr. Mehrmann is serving under the following organizations:

• Advisory Committee Member of the School of Hotel & Tourism Management, Hong Kong Polytechnic University

• Advisory Committee Member of the Hotel & Tourism Management, The Chinese University of Hong Kong

• Committee Member of the Hong Kong General Chamber of Commerce, Hong Kong Coalition of Service Industries, Travel/Tourism Committee

• Member of the Hong Kong Employer Federation of Hong Kong

• Member of the American Chamber of Commerce

• Member of the Tourism Orientation Programme Advisory Committee, Hong Kong Tourism Board

• Sector/Subject Specialist for the Hong Kong Council for Academic Accreditation

A graduate of California State University, Fullerton, Tom Mehrmann holds a Bachelor of Science Degree in Psychology. He also completed the Advanced Courses (IAAPA*) in Theme Park Management at Cornell University, Ithaca, New York.

Mr. Eric Chan, Vice President of KMDC; General Manager of Business Development and Planning, Hutchison Telecom
Topic: Applying Knowledge Management to Drive Business Results

Mr. Eric Chan obtained his Engineering degree from University of London, UK and his MBA degree with distinction from Manchester Business School, UK. His dissertation was on “Strategic Marketing in the deregulating telecommunication industry”. Chan also completed a Senior International Executive program from INSEAD French Business School. Chan is a chartered marketer and a chartered engineer.

Mr. Eric Chan is currently General Manager, Business Development and Planning of Hutchison Telecom, one of the leading Fixed & Mobile Operator and a wholly own subsidiary of Hutchison Whampoa Group. He oversees Business Strategic Planning, Partnership & Alliance development and leads a team to develop new telecommunication products and new business streams such as ICT solutions and other Value Added Services for the company. Chan is a veteran in the telecommunications industry with over twenty years of experience in Engineering, Marketing, Product Management, Business Development and Consultancy. Chan was instrumental in many network service developments in Hong Kong and has masterminded a wide range of strategic projects including trading network and industry-wide platform. Before joining Hutchison Telecom, Mr. Chan held various management positions in the IT & telecom industry, including Vice President of Data and Broadband Services, VP of Pre-sales Consultancy and Bid Management at PCCW.

Mr. Chan is a frequent speaker at international conferences such as Asian IT Expo, ASEAN K-Economy Conference in Brunei, KM Asia Showcase 2002, KM Symposium 2004, Microsoft TechEd and Broadband World Forum in Beijing, etc.. Mr. Chan is a founding member and current Vice Chairman of KMDC, a non-profit learned society to promote knowledge management practice in HK. Chan helped pioneer KM projects for a number of companies as early as 1998, including winning the Asian MAKE award for a fixed line operator. He is a full member of The Institution of Engineering and Technology (IET, former IEE), Hong Kong Institution of Engineers (HKIE) and The Chartered Institute of Marketing. For public services, Mr. Chan serves in the Family First Foundation, a charity organization promoting family values and parenting education, as executive steering committee member. Chan also serves in a number of Advisory Committees in Public Council and Universities.

Dr. Saimond Ip, Chief Executive Officer,
OnePort Limited.

Dr. Ip received his PhD in Management Information Systems from Cambridge University, UK. He spent six years with the leading management consulting firm McKinsey & Co, advising multinational and local logistics and technology companies on strategic and operational issues. Saimond was the chairman of an ecommerce company that is listed on the Stock Exchange of Hong Kong. He founded three other technology companies, including a graphics software developer and a mobile location technology vendor. He was also the Executive Director of Hong Kong Pearl River Delta Foundation.

Mr. So Tat-foon, Assistant Director (Support),
Office of the Telecommunications Authority
Topic: Regulations on Unsolicited Electronic Messages

Mr. So Tat-foon has over 20 years of experience in the field of electronics and telecommunications. He joined the Telecommunications Branch of the Hong Kong Post Office in 1982. He is now the head of the Support Branch of the Office of the Telecommunications Authority, Hong Kong and has responsibilities for corporate and external affairs, satellite regulations, technical standards, and ICT development. He is also responsible for the enforcement of Unsolicited Electronic Messages Ordinance enacted in 2007.

Mr. Eddie Ling, Manager, Customer Support,  CPCNet Hong Kong Limited
Topic: Offering True Control and Transparency Service for Customer Relationship Excellence

Eddie Ling joined CPCNet as Manager, Customer Support since 2000. Eddie has overall responsibility for transformation of service delivery systems and infrastructure, including the development of VIP support group to providing comprehensive technical support and fault management services to VIP customers across Asia region. He is also accountability for providing critical services support to CPCNet’s major accounts and VIP customers, as well as liaising with overseas partners to reinforce excellent customer relationships. As the team head, he oversees a team of dynamic service engineers and hotline professionals to ensure service excellence.

Eddie possesses over 13 years of working experience in the Information Technology industry. With his expertise in the field, Eddie helped CPCNet setup a focus support team, with the aim of serving and offering proficient operations support to global carrier partners for penetrating the emerging markets. The main functions of the team encompassed offering first-line escalation services, streamlining the support process and providing regular review of services performance.

Prior to joining CPCNet, Eddie had held various customer support and services positions in the Information Technology companies like China.com, LinkAGE Online and PSINet HK Ltd. Eddie holds a Bachelor’s Degree with Honors in Computer Science and Business Administration from the York University in Toronto, Canada.

CRE Award Dinner Speakers (27 June 2008)

Mr. Stephen Ho is the CEO of CPCNet and he joined the Company in March 2002. Prior to joining the Company, Mr. Ho held senior positions at Cable and Wireless Systems Limited, Hongkong Telecom CSL Limited, Hong Kong Telecom Limited and iAdvantage Limited.

Mr. Ho carries with him more than 20 years of extensive industry experience. He was the Project Director for numerous important telecommunication projects on public transportation in both Hong Kong and Taiwan. His experience spans marketing and sales of telecommunications products and services, logistics and strategic purchasing management, operations and technical management for the Hongkong Telecom engineering support unit at the Hong Kong Kai Tak International Airport and other Hong Kong Government facilities. Mr. Ho also led Hongkong Telecom’s regional market development in mainland China, Taiwan, Singapore, Korea and Japan in the early ‘90s. He is a founder of two Internet Data Centres, iAdvantage (1999) and Sky Datamann (2000). Mr. Ho holds an Honor Bachelor Degree in Electrical Engineering specializing in digital communications from McGill University of Canada.