亞太顧客服務協會主席

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

朱先生為亞太顧客服務協會創辦人及主席，朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準，以新的概念進行了一系列的顧客服務研究，包括亞太區客服中心及顧客關係管理基準調查，顧客滿意度及期望的研究，以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。

朱先生是客服管理產業的先驅，多年來與美國、澳洲、中國及其他國際顧客服務相關組織，推動建立全面國際認證課程，以推動客服中心及顧客服務業內從業人士的專業資格及發展，包括顧客關係管理總監證書課程，客服中心資深經理證書課程，客服中心專業人員證書課程等。

畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士，朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師，經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。

楊光先生

信和置業有限公司執行董事

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

楊光先生為信和置業有限公司執行董事。楊先生持有法律及建築學位並為註冊建築師，非執業大律師及英國特許仲裁學會資深會員。楊先生現時主管信和集團之物業管理部門「信和管業優勢」，旗下的員工人數達六千五百，並由四個主要業務組成，包括信和物業管理有限公司、信和護衛有限公司、信和停車場管理有限公司及恒毅清潔服務有限公司，提供全面的物業管理服務。楊先生獲RFP雜誌頒發2007年環保貢獻項目之出色個人成就獎。

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.
 

苗樂文先生

海洋公園行政總裁

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.
 

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. 
 

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).

Topic: Living up to Customer Expectation through Continuous Innovations

Presentation Outline:
1. If you only have bad apples, how to sell them?
2. How to motivate staff if they have only bad apples to sell?
3. The long march from 'bad apples' to 'the best available apples'
4. Innovation goes beyond science and technology
5. Seeing customers and staff as people

林超英先生是香港天文台台長(2003-2009)，享譽國際，曾任聯合國世界氣象組織亞洲區域協會副主席五年。他亦是香港氣象學會會長。

林先生以其對工作和生活的平衡、氣候變化和簡樸生活的坦率發言知名。在其台長任內，香港天文台採取開放共融的態度與各界持份者廣泛溝通，回應用戶期望及啟動一系列的新措施，為香港天文台建立了正面的機構形象，並贏得多個管理、服務資訊科技應用的獎項。
 

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.
 

楊偉雄先生

香港數碼港管理有限公司行政總裁

Topic: Building the Service Innovation Leadership Vital to Hong Kong

Presentation Outline:
1. Start by looking at the global economic development cycles to make sure any innovative thinking will not be 'out of sync'
2. The growing importance of 'digital community' should also be considered.
3. Other macro trends must be factored into the innovative strategic thinking.
4. Understanding the value chain and importance of knowledge management will facilitate service innovation leadership.
5. A suggested service innovation leadership strategy for the future is outlined.

楊偉雄於2003年10月加入香港數碼港管理有限公司為行政總裁。香港數碼港管理有限公司是香港特區政府全資擁有的私人公司。楊先生負責香港數碼港項目在發展、管理及市場推廣等方面的工作，並為公司制定長期策略。 

楊先生在高科技業的銷售、市場推廣、策略制定及顧問、技術發展與企業管理方面有超過二十九年的經驗。1978年他加入美國Intel Corporation任職高級工程師，設計新一代的個人電腦晶片，展開個人事業的第一頁；於美國史丹福商學院畢業後，楊先生曾在Bain & Company任職策略管理顧問。1983年，楊先生離開美國回到香港，在上市公司蜆壳電器工業(集團)有限公司工作十六年，曾出任該公司的執行董事及集團副董事總經理，負責投資、設立及管理多個有關基建與科技的企業。1999年，楊先生在跨國公司JDS Uniphase Corporation擔任亞洲區策略計劃、銷售及市場推廣副總裁，專注於光纖通訊產品。2002年，楊先生出任多個知名創業投資公司的高級顧問及董事。 

楊先生獲得美國加州理工學院所頒發之電機工程及應用數學的學士學位，及其後在美國史丹福大學獲得電機工程碩士學位及工商管理碩士學位。 

楊偉雄出生於台灣，來香港定居及發展個人事業超過二十五年，為香港永久居民。
 

何偉中先生

CPCNet Hong Kong Limited行政總裁

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’s excellence leadership talent was acknowledged by his winning of the APCSC’s “CEO of the Year 2007”. This is a remarkable recognition to his continuous effort on driving CPCNet to success.  

Mr. Ho holds an Honor Bachelor Degree in Electrical Engineering specializing in digital communications from McGill University of Canada.
 

黃煥強先生

CPCNet Hong Kong Limited客戶服務及支援高級副總裁

Topic: Provide Trust and Confidence to Customers with Integrated Proactive Service in China

Presentation Outline:
1. Overview of customers' needs in China nowadays
2. Reasons to provide integrated proactive service
3. CPCNet's approach to provide integrated proactive service
4. How can our services help customers and satisfy their needs

Mr. Jason Wong joined CPCNet in Nov 2006 as Vice President, Customer Services and Support and was appointed as Senior Vice President, Customer Services & Support in Nov 2008. He is responsible for formulating and implementing customer services operational strategies and delivering world class and professional customer services. Prior to joining CPCNet, Mr. Wong worked for Nokia Mobile Phones for 15 years in Hong Kong SAR and China. He held various management positions in Sales, Customers Support and Technical Services covering Hong Kong SAR, China as well as the Asia Pacific region.

Mr. Wong graduated from the Hong Kong Polytechnic in Marine Electronics. He also holds a Bachelor Degree in Law (LLB) from the University of Wolverhampton, a Master Degree in Financial Management from the University of London and a MBA from the University of Warwick.
 

肖智勇先生

中國銀聯客戶服務中心主任

Topic: 《客戶服務中心的人員發展》

Presentation Outline:
1. 問題的提出: 為什麼選擇離開?
2. 問題解決思路: 怎樣提高員工滿意度
3. 我的的實踐: 快樂工作，健康生活

肖智勇先生，北京大學碩士研究生畢業，現任中國銀聯客戶服務中心主任。曾在政府機關與商業銀行任職，此前為中國銀聯人力資源部助理總經理，在員工管理與人員發展等領域具有深厚的理論基礎與豐富的實踐經驗。

Mr. Olivier Njamfa

英國Eptica主席及行政總裁

Topic: Multi-channel Customer Service – strategies for maximizing cost efficiency and revenue performance

Presentation Outline:
1. Learn how to exploit the three magic ingredients of successful multi-channel customer service: fully integrated, intelligent and self-learning.
2. Using best practice case studies from leading international organizations, this presentation will explain how to:
    - Recover headcount wasted through inefficient workflow and processes
    - Exceed customer expectations for service availability and performance
    - Treat every online enquiry as a potential sale that needs to be handled accurately and fast
    - Gain visibility of all inbound enquiries, agent utilisation and how effectively agents are responding
    - Optimise the efficiency of each customer service channel both to improve customer experience and cut costs
    - Benefit from intelligent customer interaction software that learns from customer and agent interactions how best to answer
      customer enquiries
3. Find out how to achieve all this and use multi-language customer service as a competitive differentiator to better serve
    customers at home and internationally

許國鴻先生

萬科企業股份有限公司集團副總裁

物業事業部總經理

Topic: Property Development and Estate Management Customer Segmentation and Loyalty Strategy in China
 

工作職責

許國鴻先生在加入萬科集團前，　擔任仲量聯行公司的亞洲區董事，統籌中國物業管理, 設備設施管理, 資產管理, 也是中國、香港和臺灣地區的設備設施主管。在此，許先生負責監管各個物業及公司員工的管理工作、企業設施的運作計畫，制訂策略及營運計畫，維護客戶關係，拓展新的業務發展等工作。

相關經驗

許國鴻先生自1983年從事物業管理和設備設施管理，綜合性物業管理經驗豐富，涉足香港、廣州、上海、昆明和北京的零售業、商業和工業部，擔任中國管理區的總經理，曾就職于國際性房地產顧問公司，以及香港上市彩星房地產集團公司,管理物業發展及管理部門的工作，擔任副總裁及專案董事一職。他一直致力於專案研發、管理，大廈管理和租務業務。

許先生的工作經驗豐富，項目的管理、戰略經營計畫和設備設施的維護，能源審計等。

教育程度

許先生已經取得英國Reading大學皇家房產管理學院房地產專業學習並獲得碩士學位，目前已完成華北政法大學商業法律碩士學位。他畢業於澳大利亞中昆士藍大學建築工程學系，及後考入澳大利亞天主教大學及澳大利亞史溫賓裏科技大學研究院，並完成行政管理文憑及建築測量課程。許先生現為國際認可設施管理經理及皇家建築及營造師，並為澳大利亞建築測量師學會（AIBS）、澳大利亞皇家建築測量師學會（AIB）、英國皇家營造學會（CIOB），美國註冊設備設施經理(CFM), 美國項目經理學會及國際設施管理學會(IFMA)會員。

許先生從2006起擔任中國商業聯盟及步行街協會專家，　並受聘為北京聯合大學客座教授和城市大學客席講師。

趙善偉先生

香港Informatica總經理

Topic: The Power of the Platform - How a Data Integration Platform Can Help IT Organizations Lower Costs, Improve Efficiency, and Deliver Greater Value to the Business

余凱歌先生

埃森哲大中華區管理諮詢業務合夥人

Roger Yu is a Partner in Accenture's Management Consulting practice in Greater China. With 15 years of experience in business consulting and strategic IT advisory, Roger has been focused on projects related to regional operating model, customer acquisition & retention, merger & acquisition, performance management, core system replacement, etc..  He has assisted many leading companies, especially financial services institutions, in Hong Kong, Taiwan and Mainland China to plan & manage business transformation programmes to become high performance businesses.

Topic: Using the Consumer Experience for Competitive Advantage in Uncertain Times

施家殷先生

凱達環球董事總經理

Topic: Why Cry Crisis?

李世賢先生

執行董事

Topic: Creating Ultimate Customer Experience

亞太顧客服務協會主席

Topic: Building the Foundation for a Service Brand Company: Learning from the Winners!

朱先生為亞太顧客服務協會創辦人及主席，朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準，以新的概念進行了一系列的顧客服務研究，包括亞太區客服中心及顧客關係管理基準調查，顧客滿意度及期望的研究，以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。

朱先生是客服管理產業的先驅，多年來與美國、澳洲、中國及其他國際顧客服務相關組織，推動建立全面國際認證課程，以推動客服中心及顧客服務業內從業人士的專業資格及發展，包括顧客關係管理總監證書課程，客服中心資深經理證書課程，客服中心專業人員證書課程等。

畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士，朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師，經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。

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 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.

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.

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.

崔耕博士
香港嶺南大學市場與國際企業學系教授
Topic: Data Mining for Optimizing and Improving CRM: Implications for China Consumer Market

崔耕博士, 現任香港嶺南大學市場與國際企業學系教授，在2000年加盟香港嶺南大學前, 他任教於美國兩所大學。崔耕曾求學於北京大學(學士)， 美國康奈爾大學(碩士)，及康乃狄克州立大學(博士)。 他的研究課題包括中國消費市場及營銷策略，外商直接投資的策略與業績，及數據采據與優化在營銷上的應用。 他的研究成果曾發表在許多同行審評的國際學術刊物，其中包括管理科學，國際商學學報, 及國際營銷學報。 他曾為數家本地及海外機構提供有關中國商業及市場策略的顧問服務。

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

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.