重要日子

報名日期 2014年5月1日至6月10日2014年6月10或之後報名須視乎報名情況而定。

揚帆出海全港獨一無二的歐洲式古典帆船The Bounty出發地點: 中環9號碼頭下船地點: 南丫島索罟灣公眾碼頭

港大講堂上午9時 香港大學黃麗松講堂預計人數：200名校友 + 50名企業代表

社交盛宴晚上7時深灣遊艇俱樂部

企業探訪• 莎莎• 好單位 • 鳳凰衛視• 彭博新聞社

Key Dates

RegistrationRegistration: 1 May – 10 June 2014Late Registration: Subject to Availability

CruiseSailing on the only European Tall Ship in Hong Kong – The BountyPick Up Point: Central Pier No. 9Drop Off Point: Sok Ku Wan Pier of Lamma Island

HKU Forum9:00 a.m.Rayson Huang Theatre, HKU Anticipated Audience: 200 Alumni + 50 Corporate Representatives

Gala Dinner7:00 p.m. The Aberdeen Marina Club

Company Visits• Sa Sa• The Good Lab• Phoenix TV• Bloomberg L.P.

滙 集 亞 洲 地 區 最 頂 尖 的 大 學 教 授 與 商 業 領袖，港大日乃香港大學SPACE中國商業學院(Institute for China Business, ICB) 的年度盛事，讓ICB各地校友能在香港大學深刻而全面感受學院宣揚的終身學習理念、思考中國未來面對的挑戰及交流如何注入新動力。

參加港大日尋找答案…2014年第二屆港大日，主題名為

The Homecoming Event will gather leaders from both academic and business circles to discuss the opportunities and challenges of innovation in Mainland China which are crucial to China’s future development.

Join us in Hong Kong to find out…The theme of this year is

‘Major Reshuffle with Big Trend: Reshaping Chinese Business Model’.

「大洗牌與大趨勢: 重塑中國商業模式」。

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港大日簡介HOMECOMING EVENT SYNOPSIS

01

WELCOME MESSAGE

歡迎詞

02

港大日是我們的年度盛事，滙集亞洲地區最頂尖的大學教授和商界領袖。今年，我們以「大洗牌與大趨勢:重塑中國商業模式」為主題，涵蓋一系列活動，包括揚帆出海、港大講堂、香港遊艇會盛大晚宴、企業探訪及文化體驗。港大日將為所有來賓提供學術、社會和文化等多方面的交流機遇，其中港大講堂，更會對中國的發展問題進行深入研討。

這次的港大日，我們將為校友和企業代表提供非凡的體驗。我們希望所有的來賓獲得一段深刻而全面的終身學習經歷，這也正是香港大學一直致力推動的，同時亦冀望港大日為中國未來的挑戰和機遇提供洞察力及新勢力。

在此，我謹代表ICB，衷心希望今年的港大日能為各位帶來深刻難忘的體驗，並期待在未來更多的活動上能再與大家聚首一堂。

香港大學SPACE學院副院長(中國發展)香港大學SPACE中國商業學院總監

香港大學副教授

劉寧榮博士

The Homecoming Event is one of our signature events of the year which brings together the region’s top university professors and business leaders. This year, we have chosen an overarching theme of “Major Reshuffle with Big Trend: Reshaping Chinese Business Model” with an array of events, including cruising, inspirational HKU Forum, gala dinner at the Marina Club, company visits and cultural engagement. The Event provides not only academic but also the social and cultural involvement for our participants. In particular, the HKU Forum, is to explore the important issues which have impacted and will continue to impact on China’s development.

We aim to provide extraordinary experiences for our alumni and corporate representatives. We hope all of the participants can have a profound and comprehensive lifelong learning experience which the University of Hong Kong strives to promote, and an insight of the future challenges and opportunities that offer the new momentum for China.

On behalf of ICB, I hope you will enjoy the Homecoming Event this year. We look forward to seeing you all in our future events.

Dr N.R. LIU

Associate Director (China) of the HKU SPACE Head of Institute for China Business

Associate Professor of HKU

歡迎來到2014年的ICB港大日！WELCOME TO ICB’S HOMECOMING EVENT 2014!

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港大講堂HKU Forum29.6.2014

04

Time時間 Agenda議程 Speakers講者 Venue地點

8:30-9:00

9:00-9:15

簽到及接待 Registration & Reception

小休 Break

小休 Break

香港大學SPACE學院副院長（中國發展）暨 中國商業學院總監 / 香港大學副教授

Dr N.R. LIU Associate Director (China) of the HKU SPACE Head of Institute for China Business Associate Professor of HKU

開幕致辭

黃麗松講堂

Opening Remarks

Rayson Huang Theatre

黃麗松講堂Rayson Huang Theatre

9:15-10:15

10:15-10:30

11:45-12:00

午飯 Lunch13:00-14:30

12:00-13:00

14:30-16:45

10:30-11:45

香港大學SPACE學院董事局主席 /香港大學亞洲研究中心名譽講座教授及傑出院士 /前海創新研究院院長 / 前嶺南大學校長

演講嘉賓: 陳榮鑫教授香港大學SPACE中國商業學院榮譽教授美國舊金山大學工商管理學院教授

全球經濟大趨勢：對亞洲前景的意義Global Economic Trends: Implications for Asia

多槓桿企業創新管理體系Multi-Driver Innovation Management System

分組講座(一)* Parallel Session (1)*

Professor Edward CHEN Chairman of the HKU SPACE Board of Directors Honorary Professor and Distinguished Fellow of the Centre of Asian Studies at HKU Qianhai Institute for Innovative ResearchFormer President of Lingnan University

Speaker: Professor Roger CHENHonorary Professor of Institute for China Business at HKU SPACE Professor of School of Management at University of San Francisco (United States)

主禮嘉賓致辭Guest of Honour Speech

跨界創新Crossover Innovation

主持人: 香港大學SPACE中國商業學院高級課程主任 暨 首席講師 黄彩屏博士Moderator: Dr Ada WONG Senior Programme Director / College Principal Lecturer of Institute for China Business at HKU SPACE

程序表 Programme Rundown

黃麗松講堂Rayson Huang Theatre

黃麗松講堂Rayson Huang Theatre

黃麗松講堂Rayson Huang Theatre

16:45-17:00

演講嘉賓: 劉永城先生Deckers Outdoor Corporation 亞太區電子商務總監

許成鋼教授香港大學《國之基金》經濟學講座教授

主持人: 香港大學SPACE學院副院長（中國發展）暨 中國商業學院總監 香港大學副教授 劉寧榮博士

演講嘉賓: 梁淑姬女士 前CIC諮詢與營銷高級副總裁

演講嘉賓: 朱剛岑先生亞太顧客服務協會主席及傑出顧客關係服務獎評審團評委

演講嘉賓: 吳秀蘭女士國泰航空公司機艙服務員總經理

唇齒相依: 社會化媒體與電子商貿The Prominent Connection of Social Media and eCommerce

分權式威權制：中國經濟增長的體制要素Regionally Decentralized Authoritarianism: An Institutional Element of China’s Growth

借力社交分析 加速企業創新Accelerating Innovation by Leveraging Social Analytics

分組講座(三) Parallel Session (3)

客戶服務全球性的標準和思維框架Global Perspective on Standards and Frameworks for Customer Service

香港航空業中的客戶體驗Customer Experience from the Perspective of the Airline Industry in Hong Kong

分組講座(四)Parallel Session (4)

Speaker: Mr Vincent LAUDirector of E-Commerce for Asia Pacific Region at Deckers Outdoor Corporation

Speaker: Mr Jason CHU Chairman of Asia Pacific Customer Service ConsortiumJudging Panel of the Customer Relationship Excellence Awards

Professor Chenggang XU Quoin Professor of Economic Development at HKU

Moderator: Dr N.R. LIU Associate Director (China) of the HKU SPACE Head of Institute for China Business Associate Professor of HKU

Speaker: Ms Connie LEUNGFormer Senior Vice President of Consulting Business & Marketing at CIC

專題演講

客戶體驗

Keynote Address

17:00-18:00 圓桌對話Roundtable Dialogue

Customer Experience Management

主持人: 香港大學SPACE中國商業學院副總監 暨 首席講師 楊仕名先生Moderator: Mr Kevin YEUNG Associate Head / Senior Programme Director / College Principal Lecturer of Institute for China Business at HKU SPACE

主持人: 香港大學SPACE中國商業學院高級課程主任 暨 首席講師 陳斌博士Moderator: Dr Alexander CHAN Senior Programme Director / College Principal Lecturer of Institute for China Business at HKU SPACE

王賡武講堂Wang Gungwu Theatre

王賡武講堂Wang Gungwu Theatre

10:30-11:45

演講嘉賓: 彭肯恩博士 美國聖塔克拉拉大學客座教授英特爾公司高級工程經理

下一波大數據浪潮的到來和未來的商業智慧The Next Wave of Big Data and the Future of Business Intelligence

分組講座(二)*Parallel Session (2)*

Speaker: Dr Kern PENG Adjunct Professor of Santa Clara University (United States)Senior Engineering Manager at Intel Corporation

大數據Big Data

主持人: 香港大學SPACE中國商業學院副課程主任 暨 學院講師 吳奕捷先生Moderator: Mr Jeffery NG Assistant Programme Director / College Lecturer of Institute for China Business at HKU SPACE

Speaker: Ms Liza NG General Manager of Cabin Crew at Cathay Pacific Airways

陳坤耀教授

劉寧榮博士

與演講嘉賓With Speakers

陳榮鑫教授 Professor Roger CHEN

彭肯恩博士Dr Kern PENG

梁淑姬女士Ms Connie LEUNG

劉永城先生Mr Vincent LAU

朱剛岑先生Mr Jason CHU

吳秀蘭女士Ms Liza NG

* 同一時段會有兩場不同主題的的分組講座在不同房間進行，參與者可以自由選擇參加* The Parallel Sessions run simultaneously on different thematic issues and take place in separate rooms so that participants can choose their preferred topics

小休 Break

Time時間 Agenda議程 Speakers講者 Venue地點

8:30-9:00

9:00-9:15

簽到及接待 Registration & Reception

小休 Break

小休 Break

香港大學SPACE學院副院長（中國發展）暨 中國商業學院總監 / 香港大學副教授

Dr N.R. LIU Associate Director (China) of the HKU SPACE Head of Institute for China Business Associate Professor of HKU

開幕致辭

黃麗松講堂

Opening Remarks

Rayson Huang Theatre

黃麗松講堂Rayson Huang Theatre

9:15-10:15

10:15-10:30

11:45-12:00

午飯 Lunch13:00-14:30

12:00-13:00

14:30-16:45

10:30-11:45

香港大學SPACE學院董事局主席 /香港大學亞洲研究中心名譽講座教授及傑出院士 /前海創新研究院院長 / 前嶺南大學校長

演講嘉賓: 陳榮鑫教授香港大學SPACE中國商業學院榮譽教授美國舊金山大學工商管理學院教授

全球經濟大趨勢：對亞洲前景的意義Global Economic Trends: Implications for Asia

多槓桿企業創新管理體系Multi-Driver Innovation Management System

分組講座(一)* Parallel Session (1)*

Professor Edward CHEN Chairman of the HKU SPACE Board of Directors Honorary Professor and Distinguished Fellow of the Centre of Asian Studies at HKU Qianhai Institute for Innovative ResearchFormer President of Lingnan University

Speaker: Professor Roger CHENHonorary Professor of Institute for China Business at HKU SPACE Professor of School of Management at University of San Francisco (United States)

主禮嘉賓致辭Guest of Honour Speech

跨界創新Crossover Innovation

主持人: 香港大學SPACE中國商業學院高級課程主任 暨 首席講師 黄彩屏博士Moderator: Dr Ada WONG Senior Programme Director / College Principal Lecturer of Institute for China Business at HKU SPACE

程序表 Programme Rundown

黃麗松講堂Rayson Huang Theatre

黃麗松講堂Rayson Huang Theatre

黃麗松講堂Rayson Huang Theatre

16:45-17:00

演講嘉賓: 劉永城先生Deckers Outdoor Corporation 亞太區電子商務總監

許成鋼教授香港大學《國之基金》經濟學講座教授

主持人: 香港大學SPACE學院副院長（中國發展）暨 中國商業學院總監 香港大學副教授 劉寧榮博士

演講嘉賓: 梁淑姬女士 前CIC諮詢與營銷高級副總裁

演講嘉賓: 朱剛岑先生亞太顧客服務協會主席及傑出顧客關係服務獎評審團評委

演講嘉賓: 吳秀蘭女士國泰航空公司機艙服務員總經理

唇齒相依: 社會化媒體與電子商貿The Prominent Connection of Social Media and eCommerce

分權式威權制：中國經濟增長的體制要素Regionally Decentralized Authoritarianism: An Institutional Element of China’s Growth

借力社交分析 加速企業創新Accelerating Innovation by Leveraging Social Analytics

分組講座(三) Parallel Session (3)

客戶服務全球性的標準和思維框架Global Perspective on Standards and Frameworks for Customer Service

香港航空業中的客戶體驗Customer Experience from the Perspective of the Airline Industry in Hong Kong

分組講座(四)Parallel Session (4)

Speaker: Mr Vincent LAUDirector of E-Commerce for Asia Pacific Region at Deckers Outdoor Corporation

Speaker: Mr Jason CHU Chairman of Asia Pacific Customer Service ConsortiumJudging Panel of the Customer Relationship Excellence Awards

Professor Chenggang XU Quoin Professor of Economic Development at HKU

Moderator: Dr N.R. LIU Associate Director (China) of the HKU SPACE Head of Institute for China Business Associate Professor of HKU

Speaker: Ms Connie LEUNGFormer Senior Vice President of Consulting Business & Marketing at CIC

專題演講

客戶體驗

Keynote Address

17:00-18:00 圓桌對話Roundtable Dialogue

Customer Experience Management

主持人: 香港大學SPACE中國商業學院副總監 暨 首席講師 楊仕名先生Moderator: Mr Kevin YEUNG Associate Head / Senior Programme Director / College Principal Lecturer of Institute for China Business at HKU SPACE

主持人: 香港大學SPACE中國商業學院高級課程主任 暨 首席講師 陳斌博士Moderator: Dr Alexander CHAN Senior Programme Director / College Principal Lecturer of Institute for China Business at HKU SPACE

王賡武講堂Wang Gungwu Theatre

王賡武講堂Wang Gungwu Theatre

10:30-11:45

演講嘉賓: 彭肯恩博士 美國聖塔克拉拉大學客座教授英特爾公司高級工程經理

下一波大數據浪潮的到來和未來的商業智慧The Next Wave of Big Data and the Future of Business Intelligence

分組講座(二)*Parallel Session (2)*

Speaker: Dr Kern PENG Adjunct Professor of Santa Clara University (United States)Senior Engineering Manager at Intel Corporation

大數據Big Data

主持人: 香港大學SPACE中國商業學院副課程主任 暨 學院講師 吳奕捷先生Moderator: Mr Jeffery NG Assistant Programme Director / College Lecturer of Institute for China Business at HKU SPACE

Speaker: Ms Liza NG General Manager of Cabin Crew at Cathay Pacific Airways

陳坤耀教授

劉寧榮博士

與演講嘉賓With Speakers

陳榮鑫教授 Professor Roger CHEN

彭肯恩博士Dr Kern PENG

梁淑姬女士Ms Connie LEUNG

劉永城先生Mr Vincent LAU

朱剛岑先生Mr Jason CHU

吳秀蘭女士Ms Liza NG

* 同一時段會有兩場不同主題的的分組講座在不同房間進行，參與者可以自由選擇參加* The Parallel Sessions run simultaneously on different thematic issues and take place in separate rooms so that participants can choose their preferred topics

小休 Break

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香港大學SPACE學院董事局主席陳坤耀教授是傑出的教育家及經濟學家。陳教授於1995至2007年出任嶺南大學校長，1979至1995任香港大學亞洲研究中心主任。陳教授熱心於社會公共事務，1991至1992年獲委任為立法局議員，1992至1997年出任行政局議員，並於1991至1997年出掌消費者委員會主席一職。陳教授於1993年獲委任為太平紳士，並於1995年獲頒授大英帝國司令勳章。他亦於2003年獲香港特別行政區政府頒授金紫荊星章。陳坤耀教授更獲香港大學頒授名譽社會科學博士學位，以表揚他對香港學術界及社會作出重大的貢獻。

Chairman of HKU SPACE Board of Directors Professor Edward Chen is a distinguished educator and economist. Professor Chen was President of Lingnan University from 1995 to 2007, and prior to that, Director of the Centre of Asian Studies at The University of Hong Kong from 1979 to 1995. He has an eminent record of public service, including serving as Member of the Legislative Council (1991 and 1992), the Executive Council (1992-1997), and as Chairman of the Consumer Council (1991-1997). Professor Chen was appointed Justice of the Peace (1993) and awarded a CBE (1995) and the Gold Bauhinia Star (2003). He is also the recipient of an Honorary Doctorate in Social Sciences from The University of Hong Kong in recognition of his significant contributions to academia and the community of Hong Kong.

 

香港大學SPACE學院董事局主席 /香港大學亞洲研究中心名譽講座教授及傑出院士 / 前海創新研究院院長 /前嶺南大學校長Chairman of the HKU SPACE Board of Directors /Honorary Professor and Distinguished Fellow of the Centre of Asian Studies at HKU /Qianhai Institute for Innovative Research /Former President of Lingnan University

陳坤耀教授

PROFESSOR

EDWARD CHEN

港大講堂講者HKU Forum Speakers

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劉寧榮博士現任職香港大學副教授，為香港大學SPACE學院副院長（中國發展）；香港大學SPACE中國商業學院（ICB）總監。劉博士專注戰略發展、品牌定位和營銷傳播；近年來側重教育國際化和市場化，以及教育營銷和教育創新的研究，並曾在多家國際期刊發表中國繼續教育市場化發展的學術文章。劉博士還長期觀察和評論全球政治經濟的發展趨勢，以及全球化進程對中國的影響。劉博士在媒體和傳播領域有廣泛的經驗，曾出任香港大學新聞及傳媒研究中心助理總監；加入港大之前任職美國的公關和傳媒諮詢顧問公司，在紐約與華盛頓兩地從事企業形象與品牌諮詢。他還任職於多家中英文媒體，其多部深度報導的專著在中國內地和香港出版。他曾於1996年在美國被評選為五百位最有影響力的亞裔美國人。劉寧榮博士擁有美國印第安那大學碩士學位、英國布裡斯托大學博士學位。

Dr. N. R. Liu currently is the Associate Professor of HKU, serves as Associate Director (China) of University of Hong Kong’s School of Professional and Education (HKU SPACE), and he is also Head of Institute for China Business (ICB) at HKU SPACE. He has strong interests in strategic development, branding, and market communications. In recent years, he has focused his researches on higher education, with special interests in the areas of marketization and internationalization, as well as educational marketing and innovation. His papers have appeared in international journals such as International Journal of Educational Development, Journal of Further and Higher Education, and Research in Post-Compulsory Education. Dr. Liu has been focusing on global macro political economy, specifically on the impact of globalisation on China and the positioning of China’s future development. He has a broad background and experience in the field of media and mass communications and was Assistant Director of Journalism and Media Studies Centre at the University of Hong Kong (HKU). Prior to joining HKU, he was working at an American public relations and media communications consultancy and providing a wide variety of consulting services for corporate image and branding in New York and Washington. Besides, he worked in several Chinese and English media, and has published numerous works both in Mainland China and Hong Kong. In 1996, he was elected as the top 500 of the most influential Asian American in U.S. Dr. Liu received his master degree from Indiana University in the U.S. and doctorate degree from University of Bristol in the U.K.

 

Associate Director of HKU SPACE (China) / Head of Institute for China Business / Associate Professor of HKU

DR

N.R.LIU

劉寧榮博士

香港大學SPACE學院副院長（中國發展）暨 中國商業學院總監 / 香港大學副教授

07

 

香港大學《國之基金》經濟學講座教授 /韓國首爾國立大學《世界級大學》客座教授 / 清華大學特聘客座教授 / 歐洲經濟政策研究中心（CEPR）研究員Quoin Professor of Economic Development at HKU / Visiting Professor at Seoul National University / Special-Term Professor at Tsinghua University / Research Fellow at the CEPR (Europe)

許成鋼教授

許成鋼教授於2009年加入香港大學經濟及金融學院。1991年他從哈佛大學獲得經濟學博士後直到2009年任職於倫敦經濟學院（從講師到終身教授）。他曾十多年在哈佛大學國際發展研究所(HIID)、哈佛大學國際發展中心(CID)及歐洲經濟政策研究中心(CEPR)擔任研究員。此外還曾任香港科技大學客座教授並以清華大學特聘教授、韓國首爾大學世界級大學教授等名義任客座教授。他從2010年起擔任亞洲法與經濟學學會(AsLEA)主席。他的研究領域包括中國的體制與發展，軟預算約束，法與經濟學，金融與經濟增長，金融監管，及政治經濟學。他的論文見諸頂級經濟學學術期刊，包括《經濟學文獻期刊》、《政治經濟學期刊》、《美國經濟評論》、《經濟研究評論》、《美國法與經濟學評論》、《歐洲經濟評論》等。他是分析中國經濟制度及發展的國際公認的中國問題專家。他擔任亞洲法與經濟學學會會刊《亞洲法與經濟學期刊》、清華大學的《中國經濟雜誌》等三家期刊的合作主編，《中國改革》的首席經濟學家。是十多家國際國內經濟金融學術期刊的編委或學術顧問。自80年代初在中國社會科學院工作時起，他就致力於對中國改革政策的研討。近二十年來他大量參與改革政策的討論與辯論。他曾提供政策諮詢的機構包括國務院、中國人民銀行、中國證監會、中國銀監會、世界銀行。他受邀在許多國際國內的峰會和政策會議作主題演講。

Professor Chenggang Xu joined the University of Hong Kong in 2009. He obtained his PhD in Economics from Harvard University in 1991 under the supervision of Janos Kornai and Eric Maskin (2007 Nobel Laureate). He taught at London School of Economics for 17 years; and at Tsinghua University as Special-Term Professor for 6 years. He had visiting positions at HKUST, Harvard and IMF. His research interests are contract theory, corporate finance/governance, law and finance, financial regulation, development, institutions, and Chinese economy. He is a Research Fellow at the CEPR (Europe); was a faculty fellow of Harvard Institute for International Development and Center for International Development of Harvard. He has served as co-editor and member of editorial boards for more than a dozen major international and Chinese journals in economics and finance. He has publications in major journals, such as Journal of Political Economy, American Economic Review, Review of Economic Studies, European Economic Review, American Law and Economic Review, Economics Letters, Journal of Comparative Economics, Economics of Transition, etc.; chapters in more than a dozen books, and has published a book. He delivered invited talks at different international conferences and summits.

PROFESSOR

CHENGGANG XU

港大講堂講者HKU Forum Speakers

08

 

香港大學SPACE中國商業學院榮譽教授 /美國舊金山大學工商管理學院教授 Honorary Professor of Institute for China Business, HKU SPACE /Professor of School of Management at University of San Francisco (United States)

陳榮鑫教授

PROFESSOR

ROGER CHEN

陳榮鑫教授是美國舊金山大學工商管理學院教授，他曾兼任位於矽谷的一家研究諮詢公司SBF(Silicon Valley Business Forum Inc.)的副總裁。陳教授的研究主要集中於企業的創新及業務成長，各種經營模式，企業在發展中國家市場中的競爭戰略等領域，並在世界一流的學術刊物發表多篇論文。他還曾多次獲獎，包括由美國國家商業經濟協會與矽谷圓桌會議頒發的Si l icon Va l ley Roundtab le Guru、 由《商業經濟期刊》頒發的Abramson Award for Outstanding Article，以及由舊金山大學商學院頒發的學術研究獎。陳教授在美國曾擔任AsiaInfo的資深顧問。他在商業諮詢領域非常活躍，其客戶包括日本松下矽谷分部、美國卡特彼勒(Caterpillar)公司、富士(Fujitsu)公司矽谷研究所、NIKO Capital、斯坦福研究所(Stanford Research Institute，SRI)等知名公司。陳教授和矽谷的高科技公司有定期而密切交流，他還為各大公司進行高層經理人員的管理培訓，如中國的聯想、李寧、中國銀行(香港)、中信集團、世界著名公司包括Intel、泰克電子、米其林、日本的東芝(Toshiba)、NTT、英國的Northern Island Business Association及其它一些知名企業。

Professor Roger CHEN is the founding co-editor-in-Chief of the Journal of Asia Business Studies and a Vice President of Silicon Valley Business Forum (SBF) SBF Inc., a Silicon Valley based research and consulting firm. From 1999 to 2001, he was a Vice President of Business Development of JKRen.com, a web portal company. He is actively involved in business consulting and his clients include Panasonic, Caterpillar, Bristol-Myers Squibb Co, Fujitsu, NIKKO Capital, Stanford Research Institute (SRI) and other Fortune 500 and high tech firms. Professor CHEN has also been invited to teach at HKUST Business School, Cheung Kong Graduate School of Business (CKGSB), Shanghai Jiao Tong University, Korea Advanced Institute of Science and Technology (KAIST) of Korea and Xi An Jiao Tong University of China etc. He has provided executive education programs for Intel, Michelin, Tyco Electronics, Bank of China (Hong Kong), V-Tech, Toshiba, Northern Island Business Association of UK, Guangdong Enterprises of China, CITIC Pacific, Li Ning Company Ltd. etc. He is also active in research and published at top academic journals such as Academy of Management Journal and Management International Review etc. He was the co-founder and co-author of Silicon Valley Venture Capitalist Confidence Index which is featured at many newspapers and media including Bloomberg Financial Network, CNBC. He has won many awards including the “Silicon Valley Roundtable Guru” Award from U.S. National Business Economics Association and Silicon Valley Roundtable.

09

DR

KERNPENG

 

美國聖塔克拉拉大學客座教授 /英特爾公司高級工程經理Adjunct Professor of Santa Clara University (United States) /Senior Engineering Manager at Intel Corporation

彭肯恩博士

彭肯恩博士現任英特爾公司高級工程經理。他有超過28年的工程和製造管理經驗，在英特爾公司任經理22年。他在工程和製造管理擁有廣泛知識和實踐經驗。他獲得超過60個不同方面的事業獎，包括工程設計、軟件開發、危機處理、項目管理和執行、團隊合作、和領導能力。彭博士持有兩個博士學位，一個是機械工程博士納米材料專業，另一個是企業運營管理博士。他還擁有工商管理碩士計算機信息系統專業和工業工程學士學位。自2000年以來，除了在英特爾總部任全職工作，彭博士一直在當地大學每學期教至少兩門碩士或高等課程。任職大學包括聖塔克拉拉大學、舊金山大學、和加州聖何西州立大學。在舊金山大學，他是教EMBA和公共管理碩士課程，在聖塔克拉拉大學他是教工程管理碩士課程。他還出版過兩本書和在多個著名期刊和論壇發表多篇論文。此外，彭博士經常參與接待全球各地的企業家，政府官員和學校的矽谷訪問團。他接待了很多重要的中國政府官員和商業主管人員訪問，包括中國國家主席胡錦濤2002年對英特爾的訪問。英特爾和中國中央黨學校在2005年簽署戰略計劃協議，其中一個項目是黨校官員和教授每年走訪英特爾。彭博士自2005年來每年定期參與接待。因此，他對中國的最新發展有良好的理解。

Dr. Kern Peng is a senior engineering manager at Intel Corporation. He has more than 28 years of management experience with the last 22 years at Intel. He has extensive skills in engineering and manufacturing management and has proven results in finding innovative solutions to business and engineering problems. As such, he has been accorded more than 60 career awards in the areas of engineering design, software development, excursion resolution, project management and execution, teamwork, and leadership. Dr. Peng is an adjunct faculty of University of San Francisco, currently teaching in the Master of Public Administration (MPA) program. Dr. Peng is also a term adjunct professor at Santa Clara University, teaching two graduate courses each quarter in the Engineering Management department since 2001. Previously, he taught MIS courses at San Jose State University as well. He has also published two books and many papers in respected journals and forums such as Engineering Management Journal of IEE, Manufacturing Engineer of IEE, Journal of Advanced Materials, and SEMATECH Manufacturing Management Symposium. Dr. Peng is passionate about education and actively volunteers in many educational programs: Junior Achievement (JA), Industry Initiatives for Science and Math Education (I ISME), Advancement via Individual Determination (AVID), Science is Elementary (SiE), National Engineers Week, Intel International Science and Engineering Fair (Intel ISEF), PC Pals, etc.

港大講堂講者HKU Forum Speakers

10

MS

CONNIELEUNG

 

前CIC諮詢與營銷高級副總裁Former Senior VP of Consulting Business & Marketing at CIC

梁淑姬女士

梁淑姬女士(Connie Leung)現任CIC，中國領先的社會化商業資訊提供商的諮詢與營銷高級副總裁。Connie負責帶領CIC的研究和諮詢部門，同時也負責指導營銷和商業拓展部門，將其多年在跨國公司經驗以及在諮詢公司/代理商(尼爾森)的經驗帶入CIC, 以說明CIC在專業服務能力上得到進一步提升。她具有國際視野，曾任職於亞太區域市場營銷高管並在加入CIC前曾擔任CEO的職位。她曾帶領費列羅和BAT等知名公司創造了令人矚目的業績增長。Connie擁有超過25年的消費品領域的戰略規劃，業務拓展，品牌建設和營銷傳播，數位和社交媒體，銷售和分銷管理，以及研究等專業經驗。她對領導力和人才管理的經驗和特殊領悟，為CIC團隊拓寬戰略視野，培養卓越管理能力有極大的幫助，更激發著CIC團隊不斷自我成長並使得組織在發展中更加完善。她曾以豐富的專業知識和能力為瑪士(Ｍars)，可口可樂(Coke)，雅詩蘭黛(Estee Lauder)，金佰利(Kimberly Clark)，雀巢(Nestle)，恒天然(Fonterra)，Gap，百事可樂(Pepsico)，李維斯(Levi’s)，達能(Danone)，SAP，復旦大學等著名品牌提供諮詢研究服務。Connie擁有香港中文大學MBA。早前她畢業于澳洲新南威爾士大學，擁有學士學位， 主修心理和經濟。

Ms. Connie Leung was the Senior Vice President of Consulting Business & Marketing in CIC, China’s first and foremost provider of social business intelligence. Connie has all rounded experience in multinational companies, including agency side experience where she worked at Nielsen and also client side, having led companies like Ferrero and BAT in delivering impressive growth. She worked in senior regional marketing roles in Asia as well as country management roles, with her more recent role as CEO. Connie has over 25 years in consumer goods business with core expertise in corporate and strategic planning, new business development, brand building, social and digital media, marketing communications, distribution and research. She further honed her management skills in leadership and talent management, with a special interest in team motivation and organization development. In her research and consulting capacities, she advised clients including Mars, Coke, Estee Lauder, Kimberly Clark, Nestle, Fonterra, Gap, Pepsico, Levi’s, Danone, SAP and Fudan University. Connie has her MBA from the Chinese University of Hong Kong and her Bachelor from University of New South Wales, Australia with her majors in psychology and economics.

11

MR

VINCENTLAU

 

Deckers Outdoor Corporation亞太區電子商務總監Director of E-Commerce for Asia Pacific region at Deckers Outdoor Corporation

劉永城先生

劉永城先生現職Deckers Outdoor Corporation亞太區電子商務總監。劉先生主要職責是開發Deckers旗 下 的 在 線 業 務 。 公 司 旗 下 其 他 鞋 類 品 牌 包 括UGG Australia、Teva、Sanuk、Hoka One One, Tsubo、Ahnu以及Mozo。劉先生亦負責亞太區多渠道營銷策略計劃、搜索引擎優化和營銷、電子郵件營銷、聯盟營銷以及社交媒體營銷方案的總體方向。加入Deckers前，劉先生在莎莎國際控股有限公擔任電子商貿總監，莎莎國際為亞洲區化粧品零售集團居於領導地位，集團在亞洲區設有超過260間零售店及專櫃，銷售逾600個品牌產品，代理逾100個國際美容品牌，為香港最大的化粧品總代理商之一。劉先生領導兩個辦公室（香港和上海）共60人的團隊，負責旗下電子商貿網站sasa.com和淘寶、天貓、亞馬遜、京東商城、以及騰訊上的B2C業務。劉先生擁有豐富的商業及團隊管理經驗，領導電子商貿業務發展及制定策略，包括日常運營、市場營銷、網上和移動業務拓展以及樹立品牌形象和建設社交媒體業務等工作。加入莎莎以前，劉先生曾經任職Time Warner時代華納旗下Turner Broadcasting特納廣播公司、eBay等多家跨國機構及擔任重要營銷管理職務，轉戰過美國、加拿大、中國大陸及香港市場。劉先生曾經被邀到多個國際數碼營銷及電子商貿會議擔任為嘉賓講師，包括Forrester，香港美國商會，SES，亞洲零售博覽會，eTail中國，香港互動市務商會，優質旅遊服務協會等。

Mr. Vincent Lau is the Director of E-Commerce for Asia Pacific region for Deckers Outdoor Corporat ion (NASDAQ: DECK) . Lau is responsible for building the online businesses for the Deckers family of brands in Asia Pacific. Deckers is a premiere lifestyle marketer that builds niche brands into global market leaders by designing and marketing innovative, functional and fashion-oriented footwear developed for both high performance outdoor activities and everyday casual lifestyle use. Deckers markets its products under the UGG Australia, Teva, Sanuk, Hoka One One, Tsubo, Ahnu and Mozo brand names. Lau joins the Deckers Asia Pacific team from Sa Sa International Holdings Limited, a leading cosmetics retailing group in Asia, with over 260 stores and counters across Hong Kong, Macau, Mainland China, Malaysia, Singapore and Taiwan, where he serves as Director of E-Commerce and had full responsibility for all aspects of the company’s digital and e-commerce business. Prior to Sa Sa, Lau held management positions at multi-national corporations including Turner Broadcasting and eBay in the US, Canada, China and Hong Kong. Lau has been a keynote speaker at many international digital marketing and ecommerce forums and local universities including Forrester, AmCham, SES, Retail Asia Expo, eTail China, HKAIM, and QTSA.

港大講堂講者HKU Forum Speakers

12

MR

JASONCHU

 

亞太顧客服務協會主席及傑出顧客關係服務獎評審團評委Chairman of Asia Pacific Customer Service Consortium /Judging Panel of the Customer Relationship Excellence Awards

朱剛岑先生

朱剛岑先生為亞太顧客服務協會(APCSC)創辦人及主席，傑出顧客關係服務獎(CRE Awards)評審團評委。朱先生與行業專家和著名大學的研究人員合作，在客戶滿意度和忠誠度中的關鍵領域進行磋商和研究。與香港大學的研究人員及APCSC和HKCSC的成員一起，朱先生領導協會為服務機構努力發展優質顧客服務標準(CSQS)，制定國際標準和世界一流的框架。朱先生是客服管理研究的先驅，包括制定網上銀行，證券及旅遊服務的eSurvey，在亞太地區CRM呼叫中心的卓越典範(BIC)，客戶滿意度及意向調查及其他在亞洲，澳大利亞和美國的國際標準。朱先生是客服管理產業的先驅，多年來與美國、澳洲、中國及其它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。朱先生獲得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學位，經常獲邀擔任關於培訓高級管理人員發展以客戶為中心機構，建立傑出顧客關係和培養顧客忠誠度的國際會議和工作坊演講嘉賓。

Mr. Jason Chu is the Founding Chairman of Asia Pacific Customer Service Consortium (APCSC), the judging panel and organizing committee of the Customer Relationship Excellence Awards (CRE Awards). Mr. Chu collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC and HKCSC, Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for service organizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, Best-in-Class (BIC) CRM Contact Center Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and other international standards in Asia, Australia and the United States. Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer Service and Support Industry to develop professionalism and career development for the customer service industry, recently the Certificate in Customer Service Management (CCSM), Certificate in Service Excellence Leadership (CSEL) and Certificate in Professional Customer Service (CPCS) approved under the Continuous Education Fund (CEF) under Hong Kong SAR Government. Mr. Chu received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building Customer Relationship Excellence and customer loyalty.

13

MS

LIZANG

國泰航空公司 機艙服務員總經理General Manager of Cabin Crew at Cathay Pacific Airways

吳秀蘭女士

Ms. Liza Ng was appointed as the General Manager Cabin Crew for Cathay Pacific Airways in July 2011. She oversees all the human resources functions ranging from recruitment, training, performance and development for the airline’s cabin crew workforce both in Hong Kong and at the overseas bases. She is also responsible for the communications and industrial relations for Cathay Pacific’s cabin crew. Ms. Ng joined the airline industry in 1990 after graduation from the Chinese University of Hong Kong and has been working for both Cathay Pacific and Dragonair since then. She has broad experience in various commercial and operational areas of the airlines including Alliance & Revenue Planning, International Affairs, Passenger Sales and Cargo Sales etc. She also held key regional roles in both Hong Kong & Southern China as well as in Eastern China stationed in Shanghai.

吳秀蘭女士自二零一一年七月獲委任為機艙服務員總經理一職。她負責的範疇為機艙服務員( 香 港和外站)的人事及人力資源管理，包括招聘，培訓，績效管理以及其他發展範疇。同時亦主管國泰航空與機艙服務員之間的通訊和勞資關係。吳秀蘭於一九九零年加入航空業，先後於國泰航空及港龍航空不同職位任職。她在商業及日常營運方面擁有豐富經驗。履任現職前，她曾涉獵聯盟及收益策劃，國際事務，客運和貨運營銷等範疇的工作。吳女士亦曾長駐上海，在香港、南中國以及中國東部地區航空業務發展上，擔當重要角色。

港大講堂講者HKU Forum Speakers

14

PRESENTATION TOPICS AND DESCRIPTIONS

演講題目及摘要

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Since the reform started in 1978, China has experienced a fast growth. However, China’s institutions look ill-suited to achieve such a result, and they indeed suffer from serious deficiencies. This talk addresses this so called “China puzzle” and China’s future growth potential or failing possibilities by analyzing China’s institution – a regionally decentralized authoritarian (RDA) system. In the RDA system, the central government has control over personnel, whereas sub-national governments run the bulk of the economy; and they initiate, negotiate, implement, divert and resist reforms, policies, rules and laws. China’s reform trajectories have been shaped by this regime. Spectacular performances in the past and grave problems today are all determined by this governance structure.

中國的經濟改革伴隨著卓越的經濟騰飛，以及舉世屬目的大規模減貧。然而，從傳統經濟學的視角看，中國制度存在的嚴重缺陷使得解釋中國改革以來的突出成就極其困難，此即所謂的“中國之謎”(the China Puzzle)。此外，中國面對的日益複雜，甚至日益尖銳的重大社會經濟問題更使人們疑惑中國的制度會導致中國的經濟發展走向何處。講者將試圖從理論、實證以及歷史的角度分析構成中國改革、發展和重大社會經濟問題的制度基礎，從而能破解“中國之謎”，讓與會者能認清中國體制改革的方向。中國制度核心部分為《地方分權式的威權主義體系》，其特點是政治、人事權的高度集中與行政、經濟控制權的高度放權的緊密結合。此體制決定了中國改革與發展的軌跡，決定了困擾中國的基本困難。無論是中國突飛猛進的發展，還是它所面臨的諸多嚴峻問題，都源於這一體制，分權式威權制。

演講嘉賓: 許成鋼教授香港大學經濟學講座教授

Speaker: Professor Chenggang XUQuoin Professor of Economic Development at HKU

分權式威權制：

中國經濟增長的體制要素Regionally Decentralized Authoritarianism:

An Institutional Element of China’s Growth

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在當今的全球競爭環境下，創新已經成為企業長期生存的關鍵因素。然而，建立和維持創新是一個很大的挑戰，很多企業嘗試但失敗了，但也有企業成功了。我們可以從以往企業的各種實踐和智慧中學到什麼？本講座將與您分享管理企業創新的最佳實踐，我們將討論企業如何依靠整體的管理系統或管理槓桿來建立和維持創新。這種促進創新的整體管理系統從制定戰略方向開始，包括建立創新導向的績效管理制度，適當的組織結構，創建創新工具，建立創新人才發展過程，培養創新組織文化等。演講將使用大量的例子來講解要點。

In today’s global competitive environment, innovation has become a critical factor for companies’ long term survival. Yet, creating and sustaining innovation is a big challenge. Many companies tried but failed while others succeeded. What can we learn from past experiments and wisdoms of companies that tried various innovation models? This presentation will share with you the lessons and best practices of managing corporate innovation. We will discuss how companies rely on holistic management systems to create and sustain innovation. Such holistic management systems or levers start with strategic directions, establishing innovation oriented performance management systems, setting up appropriate organizational structures, creating innovation tools, establishing innovation talent development process, and fostering innovation organizational culture etc. The presentation will use a lot of examples to explain the main points.

多槓桿企業創新管理體系Multi-Driver Innovation Management System

演講嘉賓: 陳榮鑫教授香港大學SPACE中國商業學院榮譽教授美國舊金山大學工商管理學院教授

Speaker: Professor Roger CHENHonorary Professor of Institute for China Business, HKU SPACEProfessor of School of Management at University of San Francisco (United States)

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由於智慧手機和平板電腦的急增導致網路資 訊 的 爆 炸 性 增 長 ， 大 數 據 的 概 念 出 現了。我們至今還沒有好好地利用這些大數據，而不久的將來，下一波大數據的浪潮將會隨智慧感應器和可穿戴設備而到來。我們準備好了嗎？目前只有少數企業有利用 大 資 料 的 策 略 ， 而 大 多 數 企 業 對 即 將到來的大數據浪潮毫無準備，它們將會在競爭激烈的市場上落後。以往以通訊及資料管理為主旨的企業資訊技術部門應轉型至以大數據分析而提供商業智慧為主要目標，因為大數據的描述分析、預測分析、和規範分析將是未來企業的經營基礎。這講座將剖析大數據的趨勢及分享一些利用大數據分析來增加商業智慧和效率的方法。

The term Big Data emerged into our world with the explosion of web data content driven by mobile devices like cell phones and tablets. We have not yet taken full advantages of these data. Soon, the next big ware of data is anticipated from intelligent sensors and wearable devices. Are we ready? Currently only a few enterprises have Big Data strategy and most are not ready for the upcoming wave of Big Data. Companies that are not putting it in their strategic roadmap will be seriously behind in the competitive market. The corporate IT department should shift its main objectives of communication and information management to providing business intelligence through Big Data analytics. Descriptive, predictive, and prescriptive analytics of big Data will be the foundation of the future businesses. This presentation will provide an update on the Big Data trend and share some possible ways for corporations to utilize Big Data Analytics to increase their business intelligence and efficiency.

演講嘉賓: 彭肯恩博士美國聖塔克拉拉大學客座教授英特爾公司高級工程經理

Speaker: Dr Kern PENGAdjunct Professor of Santa Clara University (United States)Senior Engineering Manager at Intel Corporation

下一波大數據浪潮的到來和未來的商業智慧The Next Wave of Big Data and the Future of Business Intelligence

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在社會化媒體及數碼活動充斥的年代，從消費者有機的線上交談及行為中提煉創新意念與核心真相，是促進企業及品牌更新的重要動力。線上口碑傳播既急速地塑造品牌，又可以在短時間內讓品牌崩盤。把線上各種絮語轉變成為商業情報，需要對社會化大數據有深入洞察的能力。有效的分析技術可以協助不是數碼專家的商業主要決策人在這如火如荼的革命內找到機遇的窗口。

In the era of social media and digital activities, distilling innovative ideas from consumer’s organic online conversations and behaviors generates kernels of truth that drives momentum in reinventing organizations as well as brands. Internet word of mouth rapidly make and break brand reputation. It requires deep insights from social big data to turn online buzz into business intelligence. Smart analytics and technology could help turn a daunting revolution into windows of opportunities for key decision makers who are not digital natives.

演講嘉賓: 梁淑姬女士前CIC諮詢與營銷高級副總裁

Speaker: Ms Connie LEUNGFormer Senior Vice President of Consulting Business & Marketing at CIC

借力社交分析 加速企業創新Accelerating Innovation by Leveraging Social Analytics

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社會化媒體平台如Facebook，Twitter，微博，微信等愈來愈受歡迎已是不爭的事實，同 時 亦 為 零 售 及 電 子 商 貿 開 拓 了 龐 大 的 商機，帶來各種嶄新的經營模式。社會化媒體為企業建立與客戶聯繫的平台，直接協助零售商，營銷人及電子商貿參與者探索商業上無盡的可能性。這講座將分享與社會化媒體及電子商貿有關的優良做法，對消費者旅程的影響，及消費者通過社會化媒體與品牌間的互動。同時探討首席營銷官與客戶關係主管在其管理社會化媒體角色上的共通點，及電子商貿領袖在社會化商業上取得成功所要考慮的因素。

The growing popularity of social media platforms, such as Facebook, Twitter, Weibo and WeChat, has opened tremendous opportunities for new business models in retail and ecommerce. Social media has created a place for businesses to connect frequently with their customers, and raises a variety of new possibilities for retailers, marketers and digital experts to explore. This presentation will be sharing some best practices related to social media and e-commerce. How it impacts consumer journey and their interaction with a brand; what CMO and Head of Customer Relationship roles have in common when managing social media; which factors eCommerce leaders need to explore to become successful in social commerce.

唇齒相依:

社會化媒體與電子商貿The Prominent Connection of Social Media and eCommerce

演講嘉賓: 劉永城先生Deckers Outdoor Corporation亞太區電子商務總監

Speaker: Mr Vincent LAUDirector of E-Commerce for Asia Pacific region at Deckers Outdoor Corporation

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在全球化的市場中，所有行業的競爭態勢正越演越烈。隨著商品化的步伐不斷加快，越來越多不同的企業（不論是產品或服務行業）都發現要致力於發展優質的客戶服務，才能維持客戶的忠誠度，並與他們的競爭對手產生顯著差異而脫穎而出。因此，企業要維持其長遠的競爭力，務必要在客戶服務和客戶體驗管理領域中，對領先的標準和思維框架有更深層次的認識及掌握。這次講座將論及講者在此領域中與世界知名的學術機構和企業之間豐富的合作經驗，探討在客戶服務領域中標準和思維框架的重要性，并分享各類相關案例并分析其中能幫助企業維持客戶忠誠度的要訣，以及探究如何通過傑出客戶關係服務CRM发展長遠競爭力的最佳實踐方法。本次講座將為大家提供一次從客戶服務領先從業者學習的寶貴機會。

In the globalized marketplace, competition is getting ever more frantic in whichever industry a company finds itself. With ever quickening commoditization, companies (regardless whether they are in the product or service business) increasingly find that they have to resort to outstanding customer services in order to maintain their customer loyalty and achieve significant differentiation from their competitors. With this backdrop, it is vital for any company with the intention to sustain its competitiveness in the long run to acquaint itself with the latest standards and frameworks in the arena of customer service and customer experience management. The talk will focus on sharing insights from the speaker’s wealth of experience in this area from collaboration with leading academic institutes and major companies around the world. The talk will also include the sharing of the latest in terms of customer service standards and frameworks and some real-life cases that help companies retain customer loyalty and achieve long-term competitiveness through customer relationship excellence and CRM best-of-class practices. It is an invaluable opportunity to learn from a leading practitioner in the field of customer service.

演講嘉賓:朱剛岑先生亞太顧客服務協會主席及傑出顧客關係服務獎評審團評委

Speaker: Mr Jason CHUChairman of Asia Pacific Customer Service ConsortiumJudging Panel of the CustomerRelationship Excellence Awards

客戶服務全球性的標準和思維框架Global Perspective on Standards and Frameworks for Customer Service

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國泰航空是香港知名的旗艦國際航空公司，在客戶服務和客戶體驗管理上更被譽為領導者和開拓者。本次講座將分享香港航空業中有關客戶服務的國際標準和有關提升客戶滿意度的實踐方法。同時涵蓋國泰航空在客戶服務體驗方面的戰略思考及實踐方案。本講座將提供一次寶貴的機會，讓大家深入了解香港領先的航空公司是如何在客戶服務和客戶體驗管理上制定並執行其策略。

Cathay Pacific, being the flag carrier in Hong Kong, is considered by many as a leader and pioneer in customer service and customer experience management. In this talk insights will be shed into international standards and practices pertaining to customer service and customer satisfaction within the airline industry in Hong Kong. It will also cover in Cathay Pacific’s high-level strategic thinking behind customer service as well as some of the actual programmes which are being deployed to enhance the service experience of Cathay Pacific’s customers. It is an exciting opportunity for the executive alumni of ICB who recognize the importance of customer experience to their own businesses to learn how a leading company in Hong Kong formulates and executes its strategies in this key area.

演講嘉賓:吳秀蘭女士國泰航空公司機艙服務員總經理

Speaker: Ms Liza NGGeneral Manager of Cabin Crew at Cathay Pacific Airways

香港航空業中的客戶體驗Customer Experience from the Perspective of the Airline Industry in Hong Kong

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關於ICB

創新型專業商管學院 ABOUT ICBINNOVATIVE SCHOOL OF BUSINESS AND MANAGEMENT WITH SPECIALTIES

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香港大學SPACE中國商業學院(ICB)在2010年2月正式成立，這標誌著學院將集中資源，致力培養內地新一代專業及商管領袖。憑藉香港大學學術上的優勢，學院推出一系列具有國際視野的課程，除傳授前沿的專業知識外，也會結合內地的實際需求，側重培養內地專業及商管領袖解決問題的能力，以推動中國企業的管理創新和策略創新。在近十多年的實踐中，為內地培養了6,000多名擁有出眾戰略思維、深厚專業功底和國際視野的複合型高級管理人才，並形成了獨樹一幟的“專業(Professiona)、前瞻(Prospective)、實用(Practical)、實效(Problem-solving)”的辦學特色。

Established in February 2010, the Institute for China Business (ICB) is dedicated to developing professional and executive education programmes in China and training a new generation of corporate leaders. Capitalising on the academic strength of HKU, ICB operates a series of programmes with global perspectives and cutting edge professional knowledge with an emphasis on mainland specificities, which foster the problem solving capabilities of corporate leaders that will eventually promote innovation in Chinese companies at both strategic and management levels. In the last ten years, ICB has already trained more than 6,000 outstanding leaders with strategic mind-set, in-depth professional knowledge and global perspective. ICB has implemented a unique 4P’s school model with the features of Professional, Prospective, Practical and Problem-solving.

PROFESSIONAL

PROSPECTIVE

PRACTICALPROBLEM-SOLVING

專業

前瞻

實用實效

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