| PRE- CONGRESS PROGRAMME
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| September 21 (Tuesday)
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| 3:00pm- 6:00pm |
Registration |
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| CONGRESS PROGRAMME |
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| DAY 1 – September 22 (Wednesday) |
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| 8:00 am |
Registration / Arrival of Delegates |
| 9:30 am |
Arrival of VIPs and Guests |
| 10:00 am |
Opening Ceremony |
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- Welcoming Address by The Honourable Datuk Amar Abdul Aziz Haji
Husain, State Secretary of Sarawak
- Opening Address by The Right Honourable Pehin Sri Dr. Haji Abdul
Taib Mahmud, Chief Minister of Sarawak
- Official Opening of the Congress by the Chief Minister of Sarawak
- Keynote Address by Ms Elizabeth Keim, Chairman of the Board,
American Society for Quality (ASQ)*, USA, on “Excellence in Service
Delivery: ASQ’s Model Practice”
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| 12:30 pm |
Lunch Break |
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| PLENARY 1 |
Strategies in Building Excellence in
Service Delivery
Session Manager A: Ir. Filemon T. Berba |
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| 2:00pm |
Total Quality Leadership:
Key to Excellence in Service Delivery
Dr. Farouk Fawzi, President, International Centre for Quality and
Management Sciences (ICQMS), The Netherlands |
| 2:40pm |
Development of Quality
Concepts in Service Industries
Mr. Ken Manson, International Training Australia Project, Australia |
| 3:20pm |
Tea Break |
| 4.00pm |
Creating the Climate for
Quality Service
Dr. Miflora M. Gatchalian, CEO, Quality Partners Company, Ltd,
Philippines |
| 4.30pm |
Open Forum / Q & A Session |
| 5.00pm |
End of Day 1 |
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| DAY 2 - September 23, 2004 ( Thursday ) |
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| 8:30 am |
Presentation by of
Identified Major Points by Session Manager A |
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| PLENARY II
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Customer Retention through Service
Excellence
Session Manager B: Prof. Bosco W. Tong |
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| 9.00am |
Voice of the Customer :
Three Success Stories from the Philippines
Ir. Filemon T. Berba, Member, Board of Regents, University of
Philippines, Philippines |
| 9:40am |
Strategic Responses for
Customer Satisfaction
Dr. Lennart Sandholm, President, Sandholm Associates, Sweden |
| 10.20am |
Tea Break |
| 10.50am |
ISO X000: 2000 and
Implications to Services Industry
Mr. Raymond K H Cheung, Director (Standardizations & Consumer
Protections), Standards, Productivity and Innovation Board (SPRING),
Singapore, and Ms Elizabeth Tham, Vice President, PSB (Cert), Singapore |
| 11:30am |
Open Forum / Q & A Session |
| 12:00nn |
Lunch Break |
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| PLENARY III |
Continual Improvement in Service Delivery
Session Manager C: Dr Miflora M. Gatchalian |
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| 1:30 pm |
Service Quality
Measurement for Continual Improvement
Ms Elizabeth Keim, Chairman of the Board, ASQ, USA |
| 2.10 pm |
A Conceptual Framework
for the Provision of Quality and in the
Development of Self-Assessment Initiatives in the Service Industry
Prof. Bosco W. Tong, Director, Yu and Associates, Inc., USA |
| 2.50 pm |
Tea Break |
| 3:20 pm |
Service Delivery
Enhancement through Statistical Means
Dr. Farouk Fawzi, President, ICQMS, The Netherlands |
| 4:00 pm |
Presentation of Identified
Major Points by Section Managers B and C |
| 4:30 pm |
Open Forum / Q & A Session |
| 5.00 pm |
End of Day 2 |
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