Most Admired Knowledge Enterprise (MAKE) Award 2013 Ê ;...
Transcript of Most Admired Knowledge Enterprise (MAKE) Award 2013 Ê ;...
2/26/2014
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HK Most Admired Knowledge Enterprise HK Most Admired Knowledge Enterprise (MAKE) Award 2013(MAKE) Award 2013
Ms. Susanna ShenH d f C I f i T h l &
(MAKE) Award 2013(MAKE) Award 2013
Head of Corporate Information Technology & Chairman of Continuing Transformation Office
The Hong Kong and China Gas Company Ltd21st February, 2014
“Lighting the Past, Brightening the Future”KM Plays a Crucial Role
Today180 JVs
68,000 km17.5M+ customers
Established in 18621 Gas Work24 km500 Lamps
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ong M
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Corporate Awards & Recognitions(KM – a key contributor)
Financial Times “Global 500 List”
• HK Award for Services Productivity (1997)
• HKMA Quality Award (1999)
• Company of the Year (1999 & 2006) IGEM, U.K
• HK Award for Services Innovation Grand
Award (2003)
• HK Productivity & Quality Grand Award (2008)
d f d
• HK Award for Services Productivity (1997)
• HKMA Quality Award (1999)
• Company of the Year (1999 & 2006) IGEM, U.K
• HK Award for Services Innovation Grand
Award (2003)
• HK Productivity & Quality Grand Award (2008)
d f d• H.K. Awards for Industries: Customer Service
Grand Award (2009)
• Global Chinese Business 1000, Yazhou
Zhoukan (2010, 2011, 2012)
• Environmental Grand Awards ‐ Hang Seng PRD
(2010, 2011)
• H.K. Awards for Industries: Customer Service
Grand Award (2009)
• Global Chinese Business 1000, Yazhou
Zhoukan (2010, 2011, 2012)
• Environmental Grand Awards ‐ Hang Seng PRD
(2010, 2011)
KM – The Accelerator of Sustainable Business Growth
Assist China Lessen
I t fss st C aBusiness Expansion
Impact of Retiring
Workforce
OurMotivations
onEnhance Value
Creation Process
Achieve Continuous Innovation
on KM & IC
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To be Asia’s leading energy supplier and service provider, with an environmentally friendly focus
Creating an Enterprise Knowledge‐driven Culture
VisionVisionfriendly focus.
MissionMission
To provide our customers with a safe, reliable
supply of energy and the caring, competent and
efficient service they expect, while working to
preserve, protect and improve our environment.
To provide our customers with a safe, reliable
supply of energy and the caring, competent and
efficient service they expect, while working to
preserve, protect and improve our environment.
Accountability
Respect and Integrity
Continuous Learning
Teamwork
Entrepreneurial Spirit
Driving Achievement
Open Communication
Leadership
CreativityValuesValues
Our VMV becomes Towngas People’s DNA
VMV in offices, VMV bookletMD explains VMV @TGWiki, Towngas’ Corporate portal
VMV Online: video, stories, quiz VMV at Strategy Ambassador Club
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SQS & CT drive the knowledge‐driven culture
Our KM JourneyOur KM Journey
NEWNEWModel
Continuing Transformation
(CT)
Asset Management
PAS 55
SQS Intellectual Capital
ISO 9000 New SQS Innovation Model
In Towngas, knowledge‐driven culture
“Take a SIP of Towngas KM!”
In Towngas, knowledge driven culture
means knowledge being Shared, Integrated and Preserved .
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Knowledge is Shared via lively and interactive platforms
1997‐2002 “We Deliver” 2003‐2007 “Go for Launch”1997‐2002 “We Deliver” 2003‐2007 “Go for Launch”
Knowledge is Integrated via well‐communicated management structure
TOP
TOP Management 2003 2007 Go for Launch
2008‐2012 “Reaching New Heights” 2013‐2017 “Expanding New Horizons”
2003 2007 Go for Launch 2008‐2012 “Reaching New Heights” 2013‐2017 “Expanding New Horizons”
P
DOWN
P
DOWN
BOBO
Key Management
Focus
ManagementTheme
HK Core Mainland Utilities New Energy
SQS
TTOM
UP
TTOM
UP
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Knowledge is Preserved via interactive platform
ee‐‐Knowledge Centre Knowledge Centre 匯智匯智@TGWiki @TGWiki 匯智匯智
T h lT h l
Delivering knowledge‐based Products
Cool‐ Kitchen 4 ‐Treasure
Designed by Towngas Engineers
Technology Technology InnovationInnovation
Vortex Burner
Patented PipePatented Pipe Ovality
Measuring Tool
Patented Laparobot
Patented Wireless
Remote Control
Patented Dustless Drill
2013 Innovation Grand Award
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Delivering knowledge‐based Services
Customer Service
Innovation
Delivering knowledge‐based, innovative mind‐set
Continuing Improvement Innovation
“Innovative SQS Model”Innovative SQS Model
TRIZ
Mass Communication & Workshops on new model
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Gamification –Happier Player, Better Performer
Towngas Game Board facilitates innovative thinking Snake & Ladder Game for KM
Social Media for younger
Multiple channels acquire customers knowledge in a proactive, regular basis
Customer Feedbacks MarketMarketMarketfor younger
generationfrom front‐line Staff
Focus Teams –building
rapport with community
Customer Surveys
Market Intelligence Market
Intelligence Market
Intelligence
CRM – a comprehensive
customer database
Departmental meetings
Complaints and
Compliments
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Aware IC for company’s competitive advantage
Maximizing the Intellectual CapitalStep 1: Aware
Corporate year theme I.C. ComicCompetition
I.C. Seminars by Leif Edvinsson(father of IC)by HKPC
Identify departmental IC element and construct IC value tree
Maximizing the Intellectual CapitalStep 2: Identify
I.C. Offsite Workshop
I.C. Identification Scheme
I.C. Notice Board Competition
Human
Structural
20 93
15 147
Intellectual Capital ElementSubmission
Structural
Relational
15 147
22 146
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Measure & report our unique values via IC approach
Maximizing the Intellectual CapitalStep 3: Measure & Report
Human CapitalHuman CapitalNo. of Training Hours (‘12)
66,000+
No. of SQS Members
700 +
N f l i h RGI
Structural CapitalStructural CapitalPatents
ISO 9000 / 14000 / 18000
ISO 20000
PAS 55
C l i hi
Relational CapitalRelational CapitalDistrict Council Focus
Team
21 Teams
No. of Towngas Volunteer Service Team Members
No. of employees with RGI
2,600
No. of Chartered Engineers
100+
Customer Relationship Management (CRM)
System
Business Intelligence (BI) System
Corporate Portal (TGWiki)
1,200
No. of external committees
30
e‐Portal
Creating An Ecological Environment for Knowledge Sharing and Integration
Dream Zone & Yuk Choi Library(育材書庫)
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Creating an Environment for Continuous Learning
Towngas Engineering Academy established in 2009, with an emphasis on “Continuous Learning” with an accumulated 10,000 CPD hours+
• Distinguished Professional Series
• Engineering Updates Series
• Gas Safety Series
• IT Updates Series
G S i
• Distinguished Professional Series
• Engineering Updates Series
• Gas Safety Series
• IT Updates Series
G S i
Mr Frank ChanDirector of EMSD
• Green Series
and more…
• Green Series
and more…
Charles MokLegislative Councilor
Ir Dr Andrew Chan Past HKIE President
Developing Knowledge Workers with Senior Management Leadership
• Apprentice & GT Scheme• Professional Development Scheme• Towngas Leadership Program
• Skills & Product Training• Orientation Program
• Training Subsidies
Talent Programs
On‐job Training
HumanAppraisal
Develop Knowledge Workers
Human Capital Mobility
Appraisal Performance
System
• Job rotation• Internal recruitment
• Cross‐functional project teams
• Appraisal Performance System• Towngas Competencies Training
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From Individual Knowledge Workers to Corporate, Towngas is being internationally recognized
• Institution of Gas Engineers
&Managers Champions of
• Institution of Gas Engineers
&Managers Champions of& Managers – Champions of
Young Persons Paper
Competition (2006, 2012,
2013)
• HKIE Trainee of the Year
(nurtured 15 winners)
& Managers – Champions of
Young Persons Paper
Competition (2006, 2012,
2013)
• HKIE Trainee of the Year
(nurtured 15 winners)
• Best Award From ASTD
(2011 & 2012)
• ERB Manpower Developer
(2012)
• Best Award From ASTD
(2011 & 2012)
• ERB Manpower Developer
(2012)
Managing our knowledge and IC, creating our signature CSR Programs
Managing Knowledge to Generate Shareholder (or Societal) Value
Turning Waste NENT Visitors Centre
into ValueNENT Visitors Centre
District Council Focus Team Cooking for Fun
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SQS + CT = Innovation + Implementation
Forward Business Plan
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