Ms. Gaby Oetterli, Head of Corporate Sustainability

Business Environment Council

Topic: International Corporate Social Responsibility to Achieve Global Environmental Excellence

Presentation Outline:
1. Overview of Corporate Social Responsibility (CSR), global and local frameworks
2. How businesses are recognized that CSR is integral to their longer term success
3. How companies are addressing social and environmental responsibility into the life-cycle of their products and services
4. Why green products are such an important element of sustainable development
5. Trends from local and international surveys on consumer views on buying green

Ms. Oetterli heads BEC's corporate sustainability team and programs. She is an experienced corporate sustainability consultant with over 9 years experience in helping companies to achieve sustainable corporate solutions in the areas of strategic management, sustainability management systems, stakeholder dialogue, carbon footprinting and corporate sustainability performance measurement, reporting, training and communication. Recent clients include Hong Kong Exchanges and Clearing, HSBC, Swire & Sons, Swire Properties, Hong Kong Land, Gammon Construction, Jebsen & Co, Hong Yip and Pacific Andes.

Ms. Oetterli received her Master of Science degree with Distinction in Integrated Environmental Studies and Bachelor of Science degree (Hons) in Marine Sciences from the University of Southampton, UK. She also holds an Executive Master Business Engineer from the Berne University of Applied Science in Switzerland.

Mr. Eric Chan,

Chairman of Knowledge Management Development Centre;

General Manager of Business Development and Planning, Hutchison Telecom

Topic: Advances in Knowledge Management Development

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. Aaron Tan Dani, Chairman APAC,

International Association of Software Architects and Founder, Independent Software Architects Council, Malaysia

Topic: Leading to Customer Service Excellence through Advanced Software Application

Presentation Outline:
1. The customers' expectation are increasingly higher than before and there isn't such thing called Customer Loyalty in today business context.
2. Every business will do its best to differentiate their offering through excellent customer service, such as personalization and proactively get to know their customers better.
3. To provide excellent customer service, having only the fully trained customer service representatives are not good enough, but it must also be equipped with the right customer information at hand that only IT can provide.
4. Businesses today must continuously improve their service delivery and quality of products and services. The right technology adoption strategy can position your business to storm the financial uncertainty moving forward.

Aaron Tan Dani has a strong passion in the IT Architecture related field as he believes that only with proper understanding and implementation of the IT Architecture blueprint that IT will bring maximum values to the business. With this passion, he has been actively involved as a co-founder and the Chairman of International Association of Software Architects (IASA) Asia Pacific since 2004 and was actively involved in setting up and leading IASA Chapter across Asia Pacific countries. Aaron is well connected with the industry leaders and government bodies in the respective APAC countries.

With a unique combination of expertise in business, technology, culture and politics, he has more than 16 years experience in start-up companies, MNCs, government, ISV, manufacturing, logistics, transportation, consulting, FMCG, FSI and setting up of NGO bodies like ISAC-M and IASA in various countries and involved in various IT projects and roles across Asia Pacific, the US and UK. Aaron is also an active and frequent public speaker in various Industry Conferences; Seminars & Workshops presenting various IT & Business related topics across Asia Pacific regions. 

Aaron was previously working as a Director of Financial Services Platform Strategy with Microsoft for more than 6 years and prior to that he was a Regional Chief Architect with one of UK’s leading IT and business strategy consulting firms based in Singapore. He holds a Master of Technology from the National University of Singapore and a Bachelor of Computer and Mathematical Sciences from the University of Western Australia.
 

Mr. Jason Chu, Chairman,

Asia Pacific Customer Service Consortium

Topic: Leadership in Change and Crisis Management with CRE Best Practices & CSQS Strategy

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. Sunny Yeung, Executive Director,

Sino Group

Topic: Facing the Challenges: Service Quality + Customers' Expectations

Mr. Sunny Yeung Kwong is an Executive Director of Sino Land Company Ltd. Mr. Yeung holds degrees in both Law and Architecture, is a Registered Architect, a non-practising Barrister, and a Fellow of the Chartered Institute of Arbitrators. Mr. Yeung is currently in charge of Sino Property Services (“SPS”), the property management arm of the Sino Group with a 6,500 headcount. SPS provides comprehensive property management services and is composed of 4 key business units, Sino Estates Management Limited, Sino Security Services Limited, Sino Parking Services Limited and Best Result Cleaning Services Limited. Mr. Yeung is the recipient of the Outstanding Individual Award by the RFP Magazine in Environmental Performance in 2007.

Ms. Prudence Chan, Chief Executive Officer,

Octopus Holdings Limited

Topic: Octopus Rewards- Bringing Convenience and Benefits to Merchants and Consumers

Prudence Chan was appointed by the Board of Octopus Holdings Limited as its Chief Executive Officer in November 2006.

Ms. Chan joined the Octopus group from Visa International where she had served as Country Manager, Hong Kong and Macau. She was responsible for overseeing Visa’s strategic development in Hong Kong and Macau, with the aim of further enhancing Visa’s continuing growth and leadership position in these markets.

Ms. Chan has more than 13 years of experience in the telecommunications industry, having held senior positions in sales and marketing as well as business development. At HKC International, she was the Director of Business Development with responsibility for developing and driving the company’s strategy towards becoming a mobile virtual network operator. Prior to that, Ms. Chan was Chief Operating Officer at Smartone Telecommunications Holdings Limited where she oversaw and supervised all aspects of customer interface. For over 10 years, Ms. Chan had held management positions at Hong Kong Telecom (now PCCW). Her last position was Director of Sales and Marketing Operation for mobile services.

Launched in 1997, Hong Kong’s Octopus is one of the world’s leading and most extensive smartcard payment systems, with over 50,000 readers being used by more than 2,000 service providers across different businesses including transport, parking, retail, vending and kiosks, schools, leisure facilities and access control for residential and commercial buildings. Merchants and Octopus holders embrace Octopus for both its simplicity and its convenience. Today, over 19 million Octopus cards and products are in circulation, and the system handles over 10 million transactions a day, with transaction value exceeding HK$85 million.

Internationally, Octopus has been exporting its unique experience and technology as well as offering consultancy services to clients from different parts of the world. In 2003, Octopus was awarded a contract by the Netherlands to implement a nationwide automatic fare collection system. In 2007, Octopus was awarded a tender to develop and implement a contactless smartcard payment system for the Road and Transport Authority in Dubai. Modelled on Hong Kong’s Octopus, the new system will be a common payment platform for multiple public transport services.
 

Mr. Tom Mehrmann, Chief Executive,

Ocean Park Hong Kong

Topic: Impacting the Total Guest Experience

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.
 

Topic: Innovation on Product Service System

Dr. George Q. Huang is a Professor in Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong. He gained his BEng and PhD in Mechanical Engineering from Southeast University (China) and Cardiff University (UK) respectively. He has conducted research projects in areas of Collaborative Product Service System Development, Real-Time Manufacturing and Logistics Management with substantial government and private grants. He has published over 250 refereed articles in journals and conferences in addition to two monographs and two edited reference books. He serves as associate editors and editorial members for several international journals. He is a Chartered Engineer (CEng), a member of HKLA (HK), IEE(UK), HKIE(HK), ASME(USA), and IIE(USA).