Innovation in Product, Service & Quality | Institute of Certified Marketers

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Overview

Marketers have always been trying hard to bring the best customer experience and quality products to customers. However, in reality, how can we achieve that? There are methodologies that can help us to reach our objectives, and to achieve business sustainability. We have invited 2 renowned speakers in these aspect, and they will introduce to us the following 2 topics:

Topic #1: Creative Service Design - Creating Innovative and Impactful Service for Sustainable Business Growth

Do you know the difference between customer service and customer experience? Mastering the concept and business values of customer experience management has become a very important aspect of business. Good service design can strengthen customer engagement through multi-dimensional human-touch activities, create sense of belongings of customer through pleasantly surprised and personalized services, create impressive customer feeling through effective customer experience extension management, and develop iconic and inspirational customer experience through maximizing peak-end-effect in customer journey.

In this seminar, the speaker will introduce the 5 major elements of customer experience management which are:

Customer demand
Customer interaction
Customer touchpoint
Customer journey
Customer emotion

The speaker will also introduce the 5i Customer Emotion Management model to create unbreakable emotional bonding with customers.

Topic #2: How to Do Things Better - from Quality to Innovation

In quality we want to satisfy customers with faster response time, at a lower cost and deliver value that customers are willing to pay. In Innovation we want to do things in a new way that bring values. Innovation is an alternative to our usual way of quality improvements. It is the means to become a quality leader. This seminar aims at introducing the two main schools of innovation, the “TRIZ - Systematic problem solving” advocated by Russian scientist G. Altshuller’s, and the “Design Thinking - People Centered innovation” developed by David Kelley. The final part is the IQI innovation model developed by the speaker, on how to launch innovation project at work.

Program

Program Schedule

Date	12 August 2016, Friday
Time	14:00 - 17:00
Venue	Room Y301, The Hong Kong Polytechnic University, Hunghom, Kowloon
Fee	Free of charge
Language	Cantonese

Detailed Run-down

14:00 - 14:30	On-site registration & networking
14:30 - 14:45	Opening Remarks	KF Cheng, Co-Founder & Vice President, ICM Dr. Alwin Wong, Director of the Institute for Entrepreneurship Phoenix Wan, Chairman, HK Youth Enterpreneur Warrioers
14:45 - 15:30	"Creative Service Design - Creating Innovative and Impactful Service for Sustainable Business Growth"	Mr. David Chung, Chairman, Innovation Committee, Startup & SME Association
15:30 - 15:45	Break
15:45 - 16:45	"How to Do Things Better - from Quality to Innovation"	Dr. Victor Lo, Vice President & Founding Director, Institute of Systematic Innovation
16:45 - 17:00	Q&A, Closing Remarks

Speakers

Mr. David Chung

Chairman, Innovation Committee, Startup & SME Association

David is a visionary and passionate practitioner, consultant and author of business innovation and customer experience enhancement. He has more than 15 years of business training and consulting experience. His speciality is in the area of business innovation, customer expereience management and leadership development.

David is result-driven consultant with considerable experience in business performance improvement and staff competence development projects for over 300 multinational and first-tier listed companies in Hong Kong & China. He is currently the Chairman of Innovation Committee, Startup and SME Association. He was the head of SGS Academy HK, Head of Enterprise Learning of Dun & Bradstreet HK, and Training Consultant fo Dale Carnegie HK. He was also the Head of Sales & Marketing of a listed pharmaceutical companies, and the Marketing Director of a leading skin care & beauty companies.

David invented a patented customer life value measurement methodology in HK. He is a co-author fo the book "Demand Chain Management". He is the voluntary board member and executive committee of some renowned chambers, associations and non-government organizations. He has over 21,000 followers on LinkedIn professional network.

Dr. Victor Lo

Vice President & Founding Director, Institute of Systematic Innovation

Dr. Lo Taught at the University of Hong Kong "Industrial and Manufacturing Systems Engineering Department" for over twenty years before retired, and is now the honorary lecturer of the department.

He is the Founding Director and Vice President of the Institute of Systematic Innovation, Hong Kong; Currently the Chairman and the Technical Experts of the Certification Advisory Committee, British Standards Institute (Pacific); Honorary Advisor of SAHK（Formerly, The Spastics Association of Hong Kong）. The Chairman of Product Certification Scheme Committee, Intertek Singapore.

Dr. Lo is a fellow of Hong Kong Institution of Engineers (FHKIE). He was the council member of HKIE; the Chairman of Manufacturing and Industrial Division, HKIE; the Chairman of the Manufacturing and Industrial Disciplinary Committee, HKIE; President of the HKU Industrial Engineering Association, An IRCA registered ISO 9000 auditor; Judging panel members of Hong Kong Award for Quality (Hong Kong Government TID).

Transportation

Venue: HK Polytechnic University, Hunghom

Public Transportation Routes:

by MTR

Get off at the MTR Hung Hom Station at Exit A and follow the signage directing to the Hong Kong Polytechnic University. It will be a 3 min walk. The Hung Hom Station is at the intersection of the East Rail Line and the West Rail Line. A MTR System Map can be downloaded from http://www.mtr.com.hk/archive/en/services/routemap.pdf

by Bus

Tunnel Bus (from Hong Kong Island)

Take any tunnel bus passing Hong Kong Cross Harbour Tunnel, get off at the last bus stop before crossing the Tunnel in Hung Hom, Kowloon. Take the footbridge leading to the podium of the University by following the directional signage.

Available Bus Routes*: 101, 101R, 102, 102P, 102R, 103, 104, 106, 107, 108, 109, 110, 111, 112, 113, 115, 116, 117, 118, 170, 171, 171P, 182, 307

Tunnel Bus (from Kowloon or New Territories)

Available Bus Routes*: 101, 101R, 102, 102P, 102R, 103, 104, 106, 107, 108, 109, 110, 111, 112, 113, 115, 116, 117, 118, 170, 171, 171P, 182, 307

Other Buses

Take any of the bus routes stopping at Cheong Wan Road, get off at PolyU’s Cheong Wan Road entrance, and follow the directional signage for Jockey Club Auditorium on campus.

Available Bus Routes*: 5, 5C, 8, 8A, 26, 28, 41A, 98D, 98P, 215X, 81C, 87D, 973

* Declaration:

These information are prepared for the convenience of participants based on the knowledge at the time of preparation. Some of these information might be changed without the knowledge of ICM. Please refer to other sources for verifications if necessary to avoid any undesired situations.

Organizers

About ICM

Institute of Certified Marketers (icm.hk) is a non-profit professional body aims to facilitate the development of young marketing talents in Hong Kong. To certify marketers is one of the key missions of icm.hk in our platform where our members can establish their credentials on their abilities to deliver results they promised.

Our founding members are a group of executives who are passionate in helping young people and see the needs to contribute more in this developmental process. We hope more senior executives can participate in helping us to achieve our mission and it will be a long process. Our activities in the first few years will be focusing on the young talents developmental program including 3rd party management trainee program, mentoring, workshops, conferences, seminars, competitions, awards and exams.

Our core values rest with the beliefs on our young people, both in their potential to deliver results and the conscience to uphold high ethical standard, in serving the well being of the society.

Co-Organizers

Supporting Organizations

(Orders preference not applicable)

	Institute of Systematic Innovation, HK
	HK Wireless Technology Industry Association
	HK Association of Interactive Marketing (HKAIM)
	PolyU CEO Club
	HKU School of Professional and Continuing Education (HKUSpace)
	Alibaba
	Hong Kong Cross Border e-Commerce Association
	Female Entrepreneurs Worldwide
	Innovative Entrepreneur ASsociation (IEA)
	Graphic Arts Association of Hong Kong
	IntelliLife HK
	Asian Chamber of Entrepeneurs
	Startup and SME Coworking Centre
	Herbs
	Hong Kong Wine Chamber of Commerce
	The Second Box

Basic Info

Event Date:

2016-08-12 (Fri) 2:00 pm to 5:30 pm