From the Editor

Directors' message

Message from Guest of Honor

Message from Guest of Honor

"Together We Win!"
The Hong Kong and Shanghai Banking Corporation Limited (HSBC), is the winner of 2003 Best Practice Award for Training and People Development for their bold and innovative people development initiative- Chung Chi Sing Sing(CCSS) or Together we Win. This mammoth initiative is a huge investment in people development and is perfect testimony to HSBC's belief that staff satisfaction is essential to customer satisfaction. We speak to Teresa Au, Head of Training and People development, Hong Kong and Asia- Pacific to know more about this impressive program - CCSS.

Solutions Through Relationships
As a leader in the health insurance industry, BUPA's ultimate goal is to ensure complete customer satisfaction. Outsourcing, specifically in the area of Information Technology Services, has proven indispensable to realizing this end. Says Damien Marmion, Managing Director of BUPA: "We do what we're good at, and let other people do what they're good at in order to achieve our goals."

Service From The Heart
Customer Relationship Management is more about people and less about technology, says Kerry Ching, Director , Head of Institutional Business of INVESCO Asia Ltd., this year's Best Practice Award winner in Customer Relationship Management.

"So this is really what it is!"
Hysan Development Company Ltd, winners of the Award for Technology Deployment, transformed their property management and tenant services using their innovative Service-Scan(c) concept. Michael Lee, Hysan's Managing Director, explains what it's meant for them.

CLP's Cultural Emphasis On Honesty & Integrity
CLP Holdings Limited, winner of the 2003 Best Practice Award for Corporate Governance, have started their efforts in promoting good corporate governance standards for nearly a decade. Mrs April Chan, CLP's Deputy Company Secretary, reflects on what they have achieved, and the elements that have been important.

The Property Doctors.
Urban group, winners of the Award for Innovation, describe themselves as Property Asset Managers. The three gears (People, Process, Performance) of their Premier Management Model bring together a wide range of innovative practices. Francis Chiu, Urban's Director - Corporate Services, explains how.

Epitome of Simplicity
Hong Kong's Octopus Cards definitely needs no introduction. Every Hong Kong citizen travelling abroad and every visitor who returns home, will miss the ease of travel using the Octopus Card. Not only is Octopus Card a major success story in smart card technology, but their success in achieving Simplicity is also unparalleled. We meet Eric Tai, the charismatic leader of Octopus Cards Ltd., to gain insights into their success story.

Innovative Solutions for Competitive Markets
Exel, a global leader in supply chain management, routinely provides customer-focused solutions to a wide range of manufacturing and retail industries. Windy Wu, Vice President of Strategic Development at Exel, credits this year's Best Practice award to Exel's unique ability to provide its clients with tailor-made solutions. Perhaps the best showcase of Exel's talent in overcoming obstacles and delivering successful results, she says, is the recent project completed in Beijing: Xing Wang Industrial Park.

Best Practice in an Alliance.
AIA and JF, joint sponsors of the Award luncheon, formed an alliance in August 1999 specifically to offer MPF products and services. We invited Desmond Chan, representing AIA, and Gerry Ng, representing JF, to tell us about best practices in alliances and about their alliance in particular.

Winners Profiles