Competency Training Workshop 2007 Schedule/ Outline
Venue: CILTHK Office at 7/F., Yue Hing Building, 103 Hennessy Road, Wanchai
Date: Wednesday
Time: 7:00 – 10:00p.m.
Competency Training Workshop 2007
Social Gathering
Code
-
Date
16 Oct 07
Time
Workshop
19:00 – 22:00 Social Gathering
Workshop Outline
Participants
-
Speakers &
Students
Business Understanding
Learning Objectives:
This session is designed to provide the participant with the most up to date industry analysis and information including
an understanding of industry influences and external factors that impact the market. This workshop has been developed
to provide participants with a concise overview of current issues impacting the international transportation and logistics
industry. In addition, this workshop is focused on customer supply chain trends and how they impact the industry.
Code
Date
CTW 001 24 Oct 07
Time
Workshop
19:00 – 22:00 Business
Understanding
Workshop Outline
Guest Speaker
 The Global Logistics Industry
 Industry News and Updates
 Industry Trends
 Competitive Trends
 Customer Trends
 Industry Outlook
Mr. HUI Kan-yip,
Edward
(Director, Air
Freight, DHL Global
Forwarding)
Distribution Management
Learning Objective:
Aim to give the participants an understanding of the key issues in international distribution management with key focus
on the air and sea freight operation. This session is based on a combination of lectures, case study and group
discussion.
By this comprehensive and interactive approach combines theoretical knowledge with industry best practices, the
participants will learn how to leverage the distribution management to gain strategic advantage in operational planning.
Code
CTW 002
Date
31 Oct 07
CTW 003 7 Nov 07
Time
Workshop
Workshop Outline
Guest Speaker
19:00 – 22:00
Distribution
Management (I)
Airfreight Operation
 Airfreight organizations
 Principle characteristics of Air
Transport
 Airfreight product information
 Operations flow & document of
airfreight
 IATA tact rules
 Airfreight rates and charges
 ULD & special cargo
 Industry update
Mr. Edwin Tsang
(GM, Operations
Support, DHL
Global Forwarding)
Seafreight Operation
 Export/Import procedures
 Route and transport mode
selection
 Key documentary requirement
 Cargo booking procedures
 Goods classification
 Freight calculations
 Detailing all the freight costs
 Tariff structures and consolidations/
groupage
Best Practice Sharing
Mr. Stanley Lai
(Senior Manager,
Ocean Freight, DHL
Global Forwarding)
19:00 – 22:00 Distribution
Management (II)
Competency Training Workshop 2007 Schedule/ Outline
Warehousing Management
Learning Objectives:
- to describe the changing role of warehousing and the key influences impacting warehousing as part of the total
supply chain process.
- to describe the specific functional elements involving cycle time, velocity, and turn-over, in order to achieve
warehousing operational effectiveness in both cost and service.
- to develop the knowledge required for the design and layout of contemporary, customer-focused warehousing
facilities as part of total logistics network.
- to describe the value-added roles of material handling systems, information systems to achieve maximum
effectiveness in Customer Service and cost. 
- to introduce the new Warehouse Management System (ERP/SAP/RFID) and how IT make help in better utilization
of auto-replenishment/technologies in warehouse operation

Code
Date
CTW 004 14 Nov 07
Time
Workshop
19:00 – 22:00 Warehousing
Management (I)
Workshop Outline
Guest Speaker
Warehousing Management
 Uses of Warehousing
 Factors influencing warehousing in
the future
 Materials Handling Equipment –
Manual & Automated
 Warehousing in a IT Environment
 Functions of Packaging
 Technologies of the Modern
Warehouse (SAP/HHT)
 Outsource operation
Mr. Patman Cheung
(Logistics Director,
Sa Sa Cosmetic)
Best Practice Sharing in FMCG
CTW 005 21 Nov 07
19:00 – 22:00 Warehousing
management in
IT application
(II)
Warehouse Management
 Challenge of Warehousing
 Some Warehouse and Inventory
management
 Introduction to Hard Automation
 Introduction to Soft Automation
Overview of the ERP System with
Microsoft Dynamics AX
 Evolution of Enterprise Resource
Planning (ERP)
 Functional overview of ERP
modules for Warehousing Industry
Stock and SKU management
Warehouse and Inventory
control
Accounting
Human Resource management
E-Business
Supply Chain Management
 Software Demonstration
Wireless Applications & RFID
applications
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2
Mr. Rex Yu, cpim,
(Senior Manager,
Microsoft Dynamics
AX Practice,
TECTURA)
Competency Training Workshop 2007 Schedule/ Outline
Customer Relationship Management
Learning Objectives:
Managing relationships with customers has become a critical organizational competency. Get winning strategies for
acquiring and retaining customers by leveraging the latest advanced technologies. This session will let you know how
the leading 3PL to select the right tools on their business-- so it can grow today--and on into the future. Lagging means
lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning
fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when
the move to another company is nothing more than a mouse click and a minute away?
CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the
way to cut to the 21st Century business chase.
Code
Date
Time
Workshop
Workshop Outline
Guest Speaker
Mr. Kwok Chui Tai
(Director, Customer
Services, DHL
Global Forwarding)
CTW 006 28 Nov 07
19:00 – 22:00 Customer
Relationship
Management (I)
Overview of CRM
 CRM Concepts
 CRM Drivers
 Constituents of a good CRM
Strategy
 Implementation Challenges
Developing a Customer Strategy
 Customer Strategy Basics
 Customer Loyalty
 Customer Satisfaction
 Customer Profiling and Modeling
 Core of any successful CRM
initiative
 Mapping People, Processes and
Technology
Building a business case for CRM –
a best practice sharing
 Elements of a good business case
 Challenges in quantifying CRM
benefits
 Categorization of CRM Benefits
 CRM Metrics Framework
 CRM Benefits – Customer’s
perspective
 A methodology for ROI estimation
 Identifying and mitigating risks
5 Dec 07
19:00 – 22:00 Customer
Relationship
Management in
IT application
(II)
What is Customer Relationship
Management?
 Customer Life Cycle
 CRM Architecture
 Creating CRM Strategy
 The People Factors
 Increasing Customer Loyalty
Marketing Automation
 Tele-marketing
 Campaign Management
Sales Management
 Sales Force Automation
 Quotation Management
 Sales Reporting
Service Management
 Service Contract & Service Order
Processing
Software Demonstration with
Microsoft Dynamics CRM system

CTW 007
3
Mr. Jackie Wong
(Director, Platform,
CRM & BI Practice,
TECTURA)
Competency Training Workshop 2007 Schedule/ Outline
People Development Management
Learning Objectives:
- In a competitive market, it is essential that organizations have highly developed human resources through a
structural development plan to meet the sustainable growth. In this session, we identify what are the core values
in the development process and have a best practice sharing by a highly recognized leading 3PL on their people
development plan
- to learn the mergers strategic analysis, the company value appraisal, investigates method of the goal company,
the transaction structure and the payment choices, and buys after the conformity, thus the enhancement and
mergers success ratio

Code
Date
CTW 008 12 Dec 07
Time
Workshop
19:00 – 22:00 General
Management
Workshop Outline
Important Elements of People
Development
 a shared understanding between the
supervisor and the employee in
job/responsibilities/performance
standards/performance level
 high interaction between the
supervisor and the employee in the
development plan
 honest and open feedback between
the supervisor and the employee in
the evaluation of the training
effectiveness
 Staff Success Factors
(Service/Teamwork/Communication)
 Division and Department Success
Factors
Sustainable People Development plan
within the corporation
 Best Practice Sharing
Mergers & Acquisitions
 Why M&A
 The employee’s views & reactions
 Sharing of integration plan
 People Development before, during and
after integration
4
Guest Speaker
Ms. Annie
Gutteridge
(Human
Resources
Director, DHL
Logistics)