亞太顧客服務協會主席
Topic: Building the Foundation for a Service Brand Company: Learning from the Winners!

朱先生为亚太顾客服务协会创办人及主席，朱主席致力于推广优质顾客关系服务于亚太区。引入美国和澳洲的国际客服标准，以新的概念进行了一系列的顾客服务研究，包括亚太区客服中心及顾客关系管理基准调查，顾客满意度及期望的研究，以及网上调查研究消费者对成功网上银行、证卷交易、网上购物服务的满意度。

朱先生是客服管理产业的先驱，多年来与美国、澳洲、中国及其他国际顾客服务相关组织，推动建立全面国际认证课程，以推动客服中心及顾客服务业内从业人士的专业资格及发展，包括顾客关系管理总监证书课程，客服中心资深经理证书课程，客服中心专业人员证书课程等。

毕业于美国加州柏克莱大学(University of California, Berkeley)工业工程及营运研究系学士及硕士，朱先生现担任美国加州大学校友会主席、香港科技大学客席讲师，经常获邀担任国际会议演讲嘉宾关于顾客关系管理及客服中心策略管理培训。

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. 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).

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 Exel (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.

崔耕博士
香港岭南大学市场与国际企业学系教授
Topic: Data Mining for Optimizing and Improving CRM: Implications for China Consumer Market

崔耕博士, 现任香港岭南大学市场与国际企业学系教授，在2000年加盟香港岭南大学前, 他任教于美国两所大学。崔耕曾求学于北京大学(学士)， 美国康奈尔大学(硕士)，及康乃狄克州立大学(博士)。 他的研究课题包括中国消费市场及营销策略，外商直接投资的策略与业绩，及数据采据与优化在营销上的应用。 他的研究成果曾发表在许多同行审评的国际学术刊物，其中包括管理科学，国际商学学报, 及国际营销学报。 他曾为数家本地及海外机构提供有关中国商业及市场策略的顾问服务。

Tom Mehrmann is the Chief Executive 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’s 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 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.

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.

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)