Seminar on 'Listening to the Voice of the Customer'
|Speaker:||Mr. CY Kan, a system integration expert|
|Date and Time:||Friday, 13 November 2015, 7:00 – 8:00 pm
Registration at 6:45 pm
|Venue:||Room CF401 – PolyU’s Main Campus in Hung Hom|
|Fee:||Free of charge|
|Max number of participants:||40 (priority will be given to HKSQ / ASQ members, staff / student of PolyU)|
|Language:||Cantonese (with English terms)|
|Organiser:||Hong Kong Society for Quality|
|Co-orgainsers:||Department of Industrial and Systems Engineering,
The Hong Kong Polytechnic University; and
American Society for Quality
|Registration:||Please click here for registration.
Deadline for enrollment: 10 November 2015
Listening to the “Voice of the Customer (VoC)” is a process used to capture the requirements/feedback from the customer (internal or external) to provide customers with the best in class service/product quality. This process is all about being proactive and constantly innovative to capture customers’ rapidly changing requirements.
This seminar will focus on discussing how VoC programs can collect and unify customer feedback across multiple sources, channels, and touch points (such as product reviews posted to third-party websites, unsolicited comments on social media sites, and calls to customer support) so as to improve the quality of products and processes, lower costs, and enhance customer loyalty.
CY Kan is an expert in system integration and has over 20 years of IT experience, including 15 years of project management and architect role in many large-scale local and international projects. He received a Bachelor's degree from the University of Hong Kong and later a Master’s degree from the University of Technology, Sydney and holds many professional qualifications such as PMP, PRINCE2 Practitioner, PMI-ACP, Scrum Master, CISSP, ITIL, TOGAF9 and SOA Certified Architect.
He has expertise and strong interests in software technologies and development methodologies, including enterprise architecture, Service-Oriented Architecture, Big Data technologies, Java-related technologies, Oracle databases, mobile application development, agile software development, and various kinds of project management methodologies.
Apart from IT, he also excels in the financial trading discipline. He was awarded the "Candidate of the Year" of Hong Kong Securities and Investment Institution.
He is often invited by Project Management Institute Hong Kong Chapter to teach courses about cloud computing, big data, service-oriented architecture, business process management, and agile software development. He is also the author of three video courses, Cassandra Administration, Rapid Cassandra, and Mastering Cassandra, and one imprint book, Cassandra Data Modeling and Analysis, all of which are published by Packt Publishing.