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CONTENT

Facing rapid growth, the local service industry must find a way to boost competitiveness and maintain customer satisfaction in order to keep pace with ongoing development. It is therefore the objective of our seminar to provide participants with the most up-to-date knowledge on managing service quality, especially on various application strategies and implementation methods.

Introduction to Quality Service Management

• Relationship among “customer satisfaction”, “loyalty” and “organizational performance”

• Areas of concern in developing a service management system

• Addressing the performance gap

• Effectively addressing customers' needs and expectations

• Turning customers' needs and expectations into service and job requirements

• Service staff development

• Performance measurement and reward systems

Managerial personnel who are interested in service quality

SPEAKERS

Mr. Herrick Lau, the Principal Consultant and Director of NHK Consultants; has undertaken audit and consultancy jobs for 300 companies in different industries; has provided management consultancy service to local Government departments and enterprises in the areas of process improvement, international management system certification and performance enhancement.

Macau Productivity & Technology Transfer Center – Quality Department

NO. OF SEATS

50 Participants

LANGUAGE

Cantonese

30 September, 2005 (Friday)

TIME

15:00 – 17:00

FEES

Free of Charge 

Macau Productivity & Technology Transfer Center - Head Office Auditorium
Rua de Xangai 175, Edf. ACM, 7 andar

House of Apparel Technology
Rua dos Pescadores, Ed. Ind. Ocean, Fase II, 10 andar
Tel: 8980701  Fax: 312079

CyberLab
Rua Comandante Mata Oliveira, Ed. Associacao Ind., 3 andar
Tel: 8980601  Fax: 373085