Enquiry on Projects funded
under the SME Development Fund
Project Details
Project Reference :
D15001004
English Title :
Striving Customer Service Excellence through Smart Resource Re-engineering
Chinese Title :
善用資源追求卓越服務
Target Sector :
Wholesale and retail
Project Nature :
Process/product/technology development or improvement
Project Deliverables :
(i) Five seminars to introduce the concept, framework and benefits of Customer Journey Mapping (CJM).
(ii) Ten workshops to introduce related techniques and practical self-help tools on CJM.
(iii) 50 clinics for SME retailers to share their progress and experiences of applying CJM as well as obtain feedbacks and advice from professional consultants.
(iv) Three company visits to medium to large-scaled retailers for SMEs to learn from good practices.
(v) A Service Excellence Recognition Scheme to assess the performance of SME retailers which have applied CJM after attending the workshops and clinics through a mystery shoppers programme.
(vi) A sharing conference for the recognised SME retailers to share their successful experiences.
(vii) Two newspaper supplements and two online advertisements to share the successful cases of the recognised SME retailers and promote the importance of customer service excellence.
(viii) A guidebook to provide self-help practical information on CJM including relevant tools and techniques and case studies of the recognised SME retailers.
Project Duration (Months) :
15
Commencement Date :
15/09/2015 (dd/mm/yyyy)
Completion Date :
14/12/2016 (dd/mm/yyyy)
Grantee :
Hong Kong Retail Management Association Limited
Collaborating Organisation(s) :
GS1 Hong Kong Limited
Hong Kong Retail Technology Industry Association Limited
The Hong Kong Council of Social Service - HSBC Social Enterprise Business Centre
Implementation Agent(s) :
Fund Approved :
HK$ 1,633,140