Customer Relationship Excellence &

Customer Service Quality Standard 2010 Asia Pacific Leadership Summit

CEO Luncheon Forum

1-2 June 2010

Chairman’s Message

The APCSC Customer Relationship Excellence (CRE) and Customer Service Quality Standard (CSQS) Leadership Summit is an International Conference for leading companies to exhibit and showcase Customer Service and CRM related best practices, success stories, technologies, as well as keynote presentations by honorable guests of APCSC, industry leaders and experts of the Leadership Community.

Presentations from the Winners of the CRE Awards will be given, covering customer relationship best practices. Award winning companies from different service and technology sectors will showcase their service innovations and customer loyalty successes.

The goal of the Leadership Summit is to provide an International Platform for effective knowledge sharing and exemplary customer success leadership and show case for WORLD-CLASS service quality and Customer Relationship Excellence. The Leadership Summit is interactive. Conference participants, including attendees, speakers, sponsors and exhibitors will have opportunities to share experience, knowledge and networking to establish close partnership in this Customer Relationship Excellence Leadership Community.

Through the Leadership Summit and the Customer Relationship Excellence Awards, APCSC promotes Customer Relationship Excellence as a core business value in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

Jason Chu

Chairman, APCSC

Summit Agenda – 2010 June 1

Morning Session

Theme: Customer Expectation & Experience Management

8:45 Registration and Morning Coffee

9:00

Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:15

Topic: Your Staff- Key to Success of Customer Service Excellence Ms. Gwen Wang, Customer Service Director, DHL-Sinotrans International Air Courier Ltd.

9:50

Topic: Motivating and Satisfying Your Staff and Customers

-The Disney Magic to Service Excellence: Star Guest Program Mr. Johnny Chan, Director of Attractions and Guest Services, Hong Kong Disneyland

10:25

Topic: Bringing Science to Selling Mr. Roger Yu, Partner, Accenture

11:00 Tea Break

CEO Luncheon Forum and People Site Certification Presentation

Theme: Service Leadership

11:30

Topic: Total Customer Experience and Service Excellence Ms. Lau Ka Shi, Managing Director & CEO, Bank Consortium Trust Company Limited

12:00

People Site Certification Presentation & Networking Luncheon

13:00

Topic: How to Build a System to Create Ultimate Customer Experience Mr. Patrick Lee, Managing Director, North Asia, Inchcape

13:30

CEO Forum: Service Leadership

Afternoon Session Theme: Knowledge Management Empowering Customer Service

14:15

Topic: Integrated Knowledge Management for Higher Customer and Employee Satisfaction Ms. Julie Chow, Director, Marketing and Corporate Communications Quality Healthcare Medical Services Ltd.

14:50

Topic: At Ocean Park, We Call It "Total Guest Experiences" Ms. Mimi Fu, Training & Development Manager, Ocean Park Hong Kong

15:25

Topic: Leveraging on Customer Knowledge Management for Company Growth Mr. Michael Liang, Vice Chairman, Knowledge Management Development Centre

16:00 Tea Break

16:20

Roundtable Panel Discussion: Knowledge and Customer Experience Management

16:50

Evaluation Form & Lucky Draw

17:00 End of Day 1

Summit Agenda – 2010 June 2

Morning Session Theme: Service Innovation & Best Practices

8:45

Registration & Morning Coffee

9:00

Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:15

Topic: Building CRM in the Exploding Internet World – a China Case Study Mr. Xu Jian, CEO, YNET.com, China

9:50 Topic: Technology and Service Innovation for Customer Relationship Excellence Mr. Olivier Njamfa, President & CEO, Eptica, France

10:25

Topic: Pursuing Customer Service Excellence in Logistics Industry Mr. Samuel Lau, General Manager of Kerry Logistics (HK) Ltd

11:00

Tea Break

CEO Luncheon Forum and CSQS Certification Presentation

Theme: Leadership in Change and Sustainability

11:30

Topic: Creating High ROI on Customer Business Performance with CRE Best Practices & CSQS Strategy Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

12:00 CSQS Certification Presentation & Networking Luncheon

13:00 Topic: Ask Your Customer How to Improve Your Customer Service -Study from 700 customer service benchmarking 'Support Center Michelin' Mr. Tatsumi Yamashita, CEO of Help Desk Institute, Japan

13:30

CEO Forum: Leadership in Change and Sustainability

Afternoon Session Theme: Public Service Excellence

14:15

Topic: Achieving Service Excellence in Electricity Supply Industry Mr. S.K. Kung, Head of Customer Supplies Section, Transmission & Distribution, The Hongkong Electric Co., Ltd., Hong Kong

14:35

Topic: World Class City with World Class Citizen Contact Center Operation and Management – Taipei Citizen Hotline 1999 Case Study Mr. David Huang, CEO, Chain Sea Information Integration Co., Ltd

15:25

Topic: Service & Operation of the Government Hotline Ms. Liao Dai Li, Senior Manger of Customer Service Department, China Telecom

16:00

Tea Break

16:20

Roundtable Panel Discussion: Public Service Leadership in Improving Customer and Citizen Satisfaction

16:50 Evaluation Form & Lucky Draw

17:00

End of Day 2

Gold Sponsors

AXA China Region Insurance Company Limited

AXA China Region is a part of AXA Asia Pacific Holdings, a

member of the global AXA Group, a worldwide leading

organisation in financial protection and wealth management. AXA

has a history dating back to the early 19th century and commenced

business in Hong Kong in 1986. For the year of 2009, AXA’s

revenues were HK$1,010.2 billion* and, as of 31 December 2009,

its assets under management were HK$11,366.1 billion*.

Website: http://www.axa-chinaregion.com

Silver Sponsors

Accenture

Accenture is a global management consulting, technology services

and outsourcing company, with more than 181,000 people serving

clients in more than 120 countries. Combining unparalleled

experience, comprehensive capabilities across all industries and

business functions, and extensive research on the world’s most

successful companies, Accenture collaborates with clients to help

them become high-performance businesses and governments. The

company generated net revenues of US$21.58 billion for the fiscal

year ended Aug. 31, 2009. Its home page is www.accenture.com. Website: http://www.accenture.com

Continuous Technologies International Ltd.

Continuous Technologies International Ltd. (CTIL) is a regional

leader in providing enterprise grade contact management

solutions. CTIL offers a comprehensive suite of contact

management solutions including multimedia contact centers, speech

navigated voice response systems, predictive dialing applications,

mobile workforce management and CRM. We have been adding

value to our valuable customers for over 20 years. Our mission is

to help our clients to optimize their abilities and capacity to gain and

retain customers with the support of highly customizable customer

interaction systems. Website: http://www.ctint.com

Silver Sponsors

DHL-Sinotrans

DHL-Sinotrans is a 50/50 joint venture established in 1986 between

DHL and China National Foreign Trade Transportation (Group)

Corporation. Combining DHL’s leading expertise in the global air

express industry and Sinotrans’ unrivalled local knowledge in the

China foreign trade transport market, DHL-Sinotrans provides

international and domestic express and logistics services to shippers

in major cities in China. Over the past 24 years, DHL-Sinotrans has

developed the largest air express services network in China, offering

international express services in 401 cities and domestic services to

128 cities with close to 200 locations, including Gateways, Offices,

Service Centers, Express Logistics Centers, Strategic Part Centers,

etc. and having a highly qualified workforce of about 6,000

employees. Website: http://www.cn.dhl.com/

Eptica

Eptica is a world-leading provider of multi-channel and multi-

language customer service solutions. Our software increases

business efficiency and revenue performance through its unique

ability to self-learn from every interaction how best to answer an

enquiry. It enables organizations to deliver fast, accurate and

consistent responses through every channel including online service,

email, phone, fax, letter and SMS. As a result, over 250 companies,

including some of the world’s largest, use Eptica to deliver excellent

customer service at much lower cost. Website: http://www.eptica.com

Kerry Logistics

Kerry Logistics is Asia’s premier logistics service provider with a

strong focus on China. Based in Hong Kong, it has offices in 24

countries with over 10,000 employees and a transportation fleet of

5,600 vehicles. It is managing 1.8m sq.m. of facilities worldwide. A

member of the Kuok Group. Website: http://www.kerrylogistics.com

Silver Sponsors

Quality HealthCare Medical Services Limited

Quality HealthCare Asia Limited is a physician led provider group

offering an integrated range of healthcare services including facilities

management, third party plan administration and paramedical

support. The Group provides care for our private and corporate

contract patients through a network of more than 580 Western and

Chinese medical centres, and 47 dental and physiotherapy centres. In

2009, our network recorded more than 2.7 million healthcare visits.

We operate seven elderly care homes and Hong Kong’s longest-

established international nursing agency. One of our medical

practices has been serving Hong Kong people for over 140 years.

Quality HealthCare became the first healthcare provider listed on

The Stock Exchange of Hong Kong Limited (HKSE ticker 593) in

1998. The Group’s healthcare turnover in 2009 exceeded HK$1.1

billion. Website: http://www.qhms.com

Printing Sponsor

Fuji Xerox (Hong Kong) Limited

Fuji Xerox (Hong Kong) Limited is a leading provider and system

integrator of knowledge and document management solutions,

offering comprehensive range of products and services to enterprises

and SMEs in Hong Kong. Established in 1964, Fuji Xerox has

partnered with many organizations to achieve their business and

environmental goals through effective knowledge utilization. The

company has more than 800 employees in Hong Kong. Website: www.fujixerox.com.hk

International Endorsers and Supporting Organizations

The Customer Service Institute of Australia

The Customer Service Institute of Australia is Australia’s peak

customer service organization. Founded in 1997 the CSIA is a

not for profit company limited by guarantee which is dedicated to

the professional development of organizations and individuals in

customer service. Website: http://www.csia.com.au

Business Environment Council

Business Environment Council (BEC) is the longest running

independent, non-profit organization in Hong Kong promoting

corporate social and environmental responsibility. Set up by

business for business in 1989, BEC offers sustainable business

solutions covering baseline assessment, advisory, research,

training and award programs for companies across all sectors and

at any stage of their corporate sustainability journey. Website: http://www.bec.org.hk

HDI-Japan

HDI is the world's largest membership association for the service

and support industry. Founded in 1989, HDI's mission is to lead

and promote the customer service and technical support industry

by empowering its members through access to timely and

valuable industry information, including reports and publications;

encouraging member collaboration through events and forums;

and establishing internationally recognized, standards-based

industry certification and training programs. In addition to

membership, certification, and training, HDI produces the

highest-rated industry event, the HDI Annual Conference and

Expo, for customer service and technical support professionals.

HDI is member-focused, and remains vendor-neutral in its efforts

to facilitate open, independent networking and information

sharing within the association network. HDI has more than

50,000 members worldwide (including 90% of the Fortune 500). Website: http://www.HDI-Japan.com

Singapore Productivity Association

The Singapore Productivity Association (SPA) was set up in

1973, and is an affiliated body of the Standards, Productivity and

Innovation Board (SPRING Singapore). Its objective is to

promote the active involvement of organisations and individuals

in the Productivity Movement and to expedite the spread of

productivity and its techniques through conducting short courses,

local and overseas company visits, seminars and conferences, and

a host of other activities. Website: http://www.spa.org.sg

SIRIM Berhad

SIRIM Berhad is a wholly-owned company of the Malaysian

Government under the Minister of Finance Incorporated. SIRIM's

vision is to be among the world's best in quality & technology.

SIRIM Berhad has successfully delivered its role as the national

agency for industrial development, standards development

agency, leading certification and testing body and research and

development body, underlying its mission of making businesses

compete better through quality and technology innovations. Website: www.sirim.my

Taiwan Contact Center Development Association

Taiwan Call Center Development Association (TCCDA) focuses

on Call Center industry to provide “4Es”: Experience Sharing,

Experience Learning, Employee Training, and Event discussing.

We host regularly the seminars and training programs to develop

call center knowledge in management, technique and marketing.

Meanwhile, membership activities have been quarterly holding to

increase well communication.

Now, we have members from different industries such as

telecommunication, insurance, banking, ITs, infomercial etc. We

are not only connecting between Taiwan call center resources,

but also looking for foreign experiences to lead the industry. Website: http://www.tccda.org.tw

The Knowledge Management Development Centre Ltd.

The Knowledge Management Development Centre, Limited,

(KMDC) was set up in 2001 by a group of committed Knowledge

Management practitioners from various industries and

government as the first community of practice (CoP) in Hong

Kong. It became a charitable organization in 2004. As a leading

pioneer in KM, the KMDC promotes the awareness and advances

the practice of Knowledge Management by organizing KM

sharing sessions, seminars, conferences and educational

programs. Website: http://www.kmdc.org

APCSC Services

Customer Relationship Excellent (CRE) Awards

The Customer Relationship Excellent (CRE) Awards has recognized

many industry leaders and professionals for their customer centric

service innovation. The participants have come from more

international cities and business sectors in both corporate and

individual categories, all demonstrating their business successes,

best practices and insights on CRE. With the introduction of the

Customer Service Quality Standard (CSQS) as important CRE

Awards judging criteria, the participants have been benefited greatly

from the best practices and critical success factors from a world-

class framework. Website: http://www.apcsc.com/creaward/index.asp

Customer Service Quality Standard (CSQS)

The CSQS has been developed jointly by the Asia Pacific Customer

Service Consortium (APCSC) and the researchers at the University

of Hong Kong (HKU), with industry support by the CSQS

Committee Asia Pacific. It is the highest certification awarded to

contact centres and customer service organizations that excel in

customer relationship excellence. CSQS holds the most advanced

and comprehensive key to providing a clear step-by-step roadmap

for companies to deliver the best customer services. It embraces and

integrates the balanced scorecard (BSC) management system and

the ISO9000 quality management to provide a world-class

framework with clear roadmap and directions for transforming a

business operation into a world class customer-centric organization. Website: http://www.apcsc.com/csqsnet/index.asp

Best-In-Class CRM Benchmarking Program

The Best-In-Class CRM Benchmarking Program (The

Benchmarking) is conducted by APCSC continuously throughout

the year with annual reporting to member companies from different

industries. In addition to the benchmarking participants, APCSC

makes regular mystery calls and visits to non-benchmarking

participants to evaluate and benchmark their service performance.

The objective is to find solutions that member companies can adapt

for use in their own business contexts, so that together we may learn

faster from the best practices of other companies across industry,

and pool resources to innovate where no one has yet found an

acceptable solution. Website: http://www.apcsc.com/bic/index.asp

People Site Certification

The People Site Certification is a free of charge accreditation

offered to organizations that have over 90% of their Customer

Service and Contact Centre staffs remain certified under APCSC’s

Global Certification program. The certification is renewed on an

annual basis. By achieving the People Site Certification,

organizations are much better positioned to integrate professional

customer service staff with their mission critical services process.

They can therefore ensure that efficient and reliable services are

provided to all customers with unique and sophisticated

requirements. Website: http://www.apcsc.com/peoplesite/index.asp

The Goal of CRE Awards

The goal of the CRE Awards is to promote service quality and customer relationship excellence in international cities across Asia Pacific and to recognise companies, business units, teams, and individuals that have contributed to the success of both their customers and the organisations that they serve.

Benefits of the Awards

Recognition of participating organisation's achievements in Customer Service, increasing and enhancing its credibility and image in the market place

Increased customer perception and confidence in dealing with the organisation

Continuous improvement opportunities and benchmarking of the organisation's Customer Service efforts through APCSC's comprehensive CRM Benchmarking program

Greater focus on Customer Service throughout the entire organisation

Increased morale at all levels of the organisation The CRE Awards application process is designed to highlight organisations that excel in World-Class standards, consistency, use of Best Practices and Methodologies. By entering the CRE Awards Program, you will learn from the best in class in world class standard.

International Advisors and Judging Panel

Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium Mr. Brett Whitford, Executive Director, Customer Service Institute of Australia

Dr. George Huang, Professor, The University of Hong Kong

Acknowledgements

APCSC wishes to sincerely thank all speakers, panelists and sponsors for their time and dedication throughout the summit and all supporting organizations.

International Organizer Gold Sponsor Silver Sponsor

Printing Sponsor

International Supporting Organization & Media Partner

© 2010 Asia Pacific Customer Service Consortium All Rights Reserved

Printed on the Fuji Xerox DocuColor Digital Printing System