One of the brightest clusters of stars in Asia Pacific · centric culture with emphasis on caring...
Transcript of One of the brightest clusters of stars in Asia Pacific · centric culture with emphasis on caring...
Directors Of The Year Awards 2019 Awardee Interview
1 HKIoD: THE 21ST CENTURY DIRECTOR
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong AInstitute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
Mr William Doo Jr J.P. (left), Deputy Chief Executive Officer, and Mr Patrick Lam Wai Hon, Chief Executive Officer and Execu-tive Director 副行政總裁杜家駒太平紳士(左)及行政總裁兼執行董事林煒瀚先生
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
The FSE Board Maintains Outstanding Business Growth
Through a People-oriented Culture
Keith Chan
Focusing on Professional People and Continuous Quality Enhancement
重視專才 持續提升服務質素
豐盛創建董事會「以人為本」 成就業務蓬勃發展
2019年度傑出董事奬得奬者專訪
2香港董事學會: 廿一世紀董事
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
The board of directors of FSE received the Directors Of The Year Award 2019 presented by Mr William Lo, Deputy Chairman of HKIoD. 豐盛創建董事會於香港董事學會副主席羅志聰先生手中接過「2019年度傑出董事獎」獎座。
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
HONG KONG
BEIJING
SHANGHAI
GUANGZHOU TAIWAN
SINGAPORE
MALAYSIA
AUSTRALIA
One of the brightest clusters of stars in Asia Pacific
Directors Of The Year Awards 2019 Awardee Interview
3 HKIoD: THE 21ST CENTURY DIRECTOR
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
The FSE Age Friendly Green Programme 豐盛耆園長青計劃
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
2019年度傑出董事奬得奬者專訪
4香港董事學會: 廿一世紀董事
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
Crisis Management Training at The Hang Seng University of Hong Kong於香港恒生大學進行危機管理課程
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
Directors Of The Year Awards 2019 Awardee Interview
5 HKIoD: THE 21ST CENTURY DIRECTOR
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
在
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
Presentating FSE Grand Awards to long-serving staff頒發獎項予長期服務員工
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
2019年度傑出董事奬得奬者專訪
6香港董事學會: 廿一世紀董事
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
FSE emphasis on building a green living environment for the Hong Kong people. 豐盛創健致力為香港市民締造一個綠色生活環境。
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
Directors Of The Year Awards 2019 Awardee Interview
1 HKIoD: THE 21ST CENTURY DIRECTOR
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政
Report on the HKIoD Corporate Governance Scorecard 2020
Findings of a survey on corporate governance practices of listed companies that are Hang Seng Index constituents, based on these companies’ annual reports and publicly available information. It serves the purposes of raising community awareness, establishing bench-marks relevant to the Hong Kong financial market and compatible with international stand-ards and helping Hong Kong companies to enhance corporate governance. 闡述有關恆生指
數成份股上市公司的企業管治水準研究結果,本研究以這些公司的年報及公開資料為基
礎,研究目的在於提升公眾意識及建立基準以切合本港金融市場與國際標準。
‧ To order, please click here. 如欲訂閱,請按此。
香港董事學會上市公司企業管治水準報告2020
The top-10 firms with the highest CGI scores 十大得分最高的公司( following the numerical order of the stock code 按股票代號排名):
CLP Holdings 中電控股(2)
MTR Corporation港鐵公司 (66)
China Everbright International中國光大國際 (257)
Link Real Estate Investment Trust 領展房產基金 (823)
COSCO Shipping Ports中遠海運港口(1199)
Hang Seng Bank 恒生銀行 (11)
Hang Lung Properties 恒隆地產 (101)
HKEX 香港交易所 (388)
Lenovo Group 聯想集團 (992)
Standard Chartered 渣打集團 (2888)
里程碑Milestones
Milestones 里程碑
The following members have different reasons to celebrate, Congratulations!本會向以下會員致以衷心祝賀。恭喜!
The contents here are based on submissions from members. If you wish to share your latest news and movements, please submit one to two photos along with captions of no more than 50 words to: [email protected].內容根據會員所提供的資料。歡迎會員通知本會您的最新動態。來稿請包括1至2張照片及不多於50字的文字描述至[email protected]。
Dr Christopher To FHKIoDOur Chairman Dr To attended, on behalf of HKIoD, the 3rd Annual Meeting of Weihai Mayor’s International Economic Advisory Council on 30 May 2020. He gave a speech on the economic situation, the digital development and the need for digital governance.
Chairman also had an exclusive interview with Mr Heung Shu Fai in "Heung Shu Fai (Heung Sir) Talk Show" on Metro Finance Radio on 15 June 2020.
陶榮博士 FHKIoD
主席陶博士代表學會於本年5月30日出席第三屆威海市
市長國際經濟咨詢委員會年會,演講關於經濟現況、數
碼發展及電子管治的必需性。
主席亦於6月15日接受新城財經台《香樹輝 King King 傾》
香樹輝先生專訪。
Mr Edward K F Chow JP FHKIoD (1952 – 2020), our long-time and supportive member who joined HKIoD in 1997, passed away on 1 June 2020.
Mr Chow was our Deputy Chairman of Council in 2002-2007. A wise and well-experienced director, he was a deserving awardee of Directors Of The Year Awards in 2010. He was also landlord for the first HKIoD office in Bank of America Tower, where he gave HKIoD great support of logistics, furnishing and equipment in the Institute’s early years. We will sadly miss him. May he rest in peace.
周光暉先生 JP FHKIoD (1952 – 2020)由1997年起成為會員及長期支持本會的周光暉先生,於2020年6月1日辭世。
周先生於2002-2007年間擔任本會理事會副主席。他的董事經驗豐富,並很有心得,因此他在2010 年獲頒年度傑出董事獎是實至名歸。本會成立初期,起首辦公室位於美國銀行中心。周先生是我們當時辦公室的業主,他給予我們在行政事務、傢具及儀器方面惠助良多。我們永遠懷念他,願他安息長眠。
To the following who left us, the Institute would like to extend our deepest condolences to his family:致下列辭世人士,本會向他的家人致以深切慰問:
In Memory 懷念
8 HKIoD: THE 21ST CENTURY DIRECTOR
22 June 2020 2020年6月22日
I.
政府公布豁免指明上市公司董事或行政人員接受強制檢疫安排的申請機制
The Government announced on June 8 that directors or executives of certain companies listed on the Stock Exchange of Hong Kong (SEHK) who can meet the eligibility criteria may apply for exemption from the compulsory quarantine arrangement when they arrive at Hong Kong from the Mainland, subject to a pre-determined quota.
政府六月八日公布,讓部分在香港聯合交易所(聯交所)上市的公司的董事或行政人員在符合指定資格,以及受既定配額限制下,可申請豁免他們從內地來香港時的強制檢疫安排。
Source 資料來源: GovHK 香港政府一站通
For more information 詳情:https://www.info.gov.hk/gia/general/202006/08/P2020060800369.htm
Government announces mechanism for directors and executives of specified listed companies to apply for exemption from compulsory quarantine arrangement
II. 為緩減新型冠狀病毒疫情造成的影響推出進一步的措施
Further to the deferral of the Basel III implementation announced by the Group of Central Bank Governors and Heads of Supervision (GHOS) on 27 March 2020, the Basel Committee on Banking Supervision (BCBS) issued additional guidance to alleviate the impact of Covid-19 on the global banking system on 3 April 2020. HKMA set out below the application of this guidance in the context of Hong Kong.
Source 資料來源: Hong Kong Monetary Authority 香港金融管理局
For more information 詳情:https://www.hkma.gov.hk/media/chi/doc/key-information/guidelines-and-circular/2020/20200525c1.pdf
Additional measures to alleviate the impact of Covid-19
董事須知文摘Updates Digest for Directors
此為提供予香港董事學會會員的定期資訊,摘要報導有關董事履行企業管治職責的現時政策課題。
9 HKIoD: THE 21ST CENTURY DIRECTOR
Updates Digest for Directors is a periodic circulation to members of HKIoD summarizing current issues on policies that are relevant to company directors in fulfilling their responsibilities in corporate governance.
Updates Digest for Directors 董事須知文摘
Publisher 出版機構The Hong Kong Institute of Directors 香港董事學會
Sponsor 贊助機構Corporate Governance Development Foundation Fund 企業管治發展基金
Publishing Board 出版委員會Mr Stanley Mok (Chairman) 莫兆光先生(主席)Ms Bonnie S Y Chan 陳心愉女士Mr Lo Sui-sing, ThomasMs Agnes K Y Tai
盧瑞盛先生戴潔瑩女士
Mr Richard Tsang 曾立基先生Dr Carlye Tsui 徐尉玲博士
Project Management 項目統籌Executive Office, The Hong Kong Institute of Directors香港董事學會行政處
For enquiries about circulation and advertisement, please contact:有關發行及廣告查詢,請聯絡:Chief Business Officer: Ms Miriam Yee業務總監:余海恩小姐
For editorial enquiries, please contact:有關編輯上的查詢,請聯絡:Manager, Communication & Projects: Ms Moni Ching傳訊及項目經理:程穎姍小姐
Tel 電話: +852 2889 1414Fax 傳真: +852 2889 9982Email 電郵: [email protected]
The Hong Kong Institute of Directors 香港董事學會
Patron 贊助人The Hon Mrs Carrie Lam Cheng Yuet-ngor GBM GBS 林鄭月娥行政長官
Hon President & Founding Chairman 榮譽會長兼創會主席Dr the Hon Moses Cheng GBM GBS OBE JP 鄭慕智博士
Past Chairmen 前任主席Dr Herbert H M Hui JP 許浩明博士 (Deceased) (已故)Mr Peter S H Wong MBA 黃紹開先生Dr Kelvin Wong JP DBA 黃天祐博士
Council 理事會 (2019-2020)Chairman 主席:
Mr Henry Lai 賴顯榮律師
Mr Henry Lai 賴顯榮律師
Deputy Chairmen 副主席:Ir Edmund K H Leung SBS OBE JP 梁廣灝工程師Dr David Wong GBS JP 黃友嘉博士
Dr Christopher To 陶榮博士
Mr Jeffrey Mak 麥振興律師
Treasurer 司庫: Mr Man Mo Leung 文暮良先生
Immediate Past Chairman 卸任主席:
Chief Executive Officer 行政總裁:Dr Carlye Tsui BBS MBE JP 徐尉玲博士
Council Members 理事會成員:
Ms Bonnie S Y Chan 陳心愉女士
Dr Leonard S K Chan 陳新國博士
Dr Charles Cheung JP MBA DBA (Hon) 張惠彬博士Dr Justin K H Chiu 趙國雄博士
Mr Vincent Chan 陳永誠先生Mr Hamilton Cheng 鄭炳熙先生
Mr George Hongchoy 王國龍先生Mr Randy Hung 孔敬權先生Mr Ip Shing Hing JP 葉成慶律師Mrs Margaret S Leung 梁甘秀玲女士Mr Ka-Yin Li 李家彥先生
Mr William Lo 羅志聰先生
Ir Prof John Mok 莫建鄰教授Mr Stanley Mok 莫兆光先生Ms Cynthia Y S Tang 鄧宛舜女士
Mr Richard Tsang 曾立基先生
Mr Andrew Weir 韋安祖先生
Mr Kenneth Wong 黃永恩律師
Mr Stephen Weatherseed 韋大象先生Mr Jim Wardell 詹華達先生
Mr Huen Wong BBS JP 王桂壎律師
Dr Anthony Yeung 楊俊偉博士
The Hong Kong Institute of Directors is Hong Kong’s premier body representing directors to foster the long-term success of companies through advocacy and standards-setting in corporate governance and professional development for directors.
香港董事學會為香港代表專業董事的首要組織,其宗旨是促進所有公司的持久成就;為達成使命,
學會致力提倡優秀企業管治與釐訂相關標準,以及協助董事的專業發展。
2104 Shanghai Industrial Investment Building, 48 Hennessy Road, Wan Chai, Hong Kong 香港灣仔軒尼詩道48號上海實業大廈2104
http://www.hkiod.com/21century.html
The Hong Kong Institute of Directors 香港董事學會 The Hong Kong Institute of Directors
Corporate Governance Development Foundation Fund 企業管治發展基金
Sponsored by 贊助機構:
The 21st Century
D I R E C T O R廿 一 世 紀
董事
FSE is proud of its close-knit team of staff,
which has given the company an edge over
its competitors. “We have lots of loyal
customers because our staff take care of
their specific needs and requirements
thoroughly. We offer attractive remunera-
tion package, and provide training to our
staff so that they can meet those needs and
requirements. We also provide job stability;
because we have many projects, we can
easily deploy the staff to a different or new
project to help establish a promising career
development path. Not many companies
can do this,” said William. “A people-
centric culture with emphasis on caring for
staff is important for building up a cohesive
workforce,” he added.
William emphasised, “We are in the service
industry where competition is so keen. We
must take care of our frontline staff. Our
senior management well understands their
difficulties and needs. Our management
team frequently visits our staff at different
work sites to have a chat with them so that
we can have first-hand knowledge of their
operational needs. This is not about money,
but to show that we support them and care
about them. This is part of FSE’s staff
caring culture, which has deep roots in our
companies’ foundations.”
Strong Corporate Governance by
Caring for the Environment, Maintain-
ing Transparency and Shouldering
Corporate Social Responsibility
In the light of increased requirements by
regulators and expectations from investors,
the public and other stakeholders, corpo-
rate governance has become an important
aspect of running a company in recent
years.
cohesive board of directors and a people-centric culture are essential for a company to achieve success in the service
industry. These are philosophies that guide the board of directors of FSE Holdings Limited (FSE), awardee of the
Directors Of The Year Awards 2019 in the Non-listed Companies Categories - Boards given by The Hong Kong Institute of Directors (HKIoD).
Founded in 2010, FSE is one of the largest and comprehensive facility services conglomerates in Hong Kong. Its businesses encompass
electrical and mechanical engineering, environmental technology, property and facility management, cleaning and sanitation, laundry, safety
and security, landscaping, and insurance consultancy. The business units of FSE are well-known players in their respective trades that
currently employ 16,000 staff in Hong Kong, Macao and the PRC.
The sustainable and governance model of
FSE Holdings comprises four major
components:
(i) Environmentally sustainable practices
(ii) Funding charities and scholarships
(iii) Enhancing CSR programmes
(iv) Staff training and development
When talking about changes in customer
demands, Patrick said one of the biggest
changes in recent years is an increase in
environmental awareness. One recent
development are requests from their
customers to test the air and water quality
of their properties in case of contamination
by elements such as tear gas, lead and
legionella bacteria. This has also created
new business opportunities for FSE’s
environmental technology services through
their professionally qualified laboratory; a
government-accredited testing facility. In
addition, FSE’s environmental consulting
team has frequently been asked to conduct
site surveys and environmental studies for
large property development projects.
Patrick said that, apart from the environ-
mental issues, customers would also like to
see the use of new technologies to improve
service efficiency. To this end, FSE has
started using robots for cleaning and sanita-
tion services and a facial recognition system
to record staff attendance at large facilities.
In addition, in order to promote sustainabil-
ity among its senior managers, FSE hosts its
Sustainable Seminar every year and invites
renowned professionals and market experts
to share their experience on a variety of
topics such as business analysis and
customer service to an audience of over 300
staff.
William said, that as FSE has a large
number of staff, there is a need for the
company to take the initiative to promote
good corporate governance practices. The
FSE board has led the way with policies and
guidelines to assist staff in operating with a
high degree of transparency. The company
works with the Independent Commission
Against Corruption (ICAC) to conduct
workshops for employees. It has also set up
FSE – A Leading and Comprehensive
Facility Service Conglomerate in Hong
Kong
Mr Patrick Lam Wai Hon, Chief Execu-
tive Officer and Executive Director of FSE,
reveals that according to a market research
by Frost & Sullivan, the company’s
engineering subsidiary now ranks No. 2 in
Hong Kong in terms of market share;
whereas its property and facility manage-
ment service arm ranks No. 1 among
non-developer based, private independent
players; its cleaning and laundry subsidiar-
ies are ranked among the top three players
in their respective industries.
Patrick stressed that as the facility service
industry relies very much on people to
provide services, hiring and training of staff
remain their key challenges, especially in
Hong Kong where there is a tight labour
market: “Because the service industry is
very competitive and the barriers to entry
are not high, we have to provide better
services at competitive prices. Fortunately,
with our extensive and substantial experi-
ence and good reputation in the market, we
are able to secure better-priced contracts,
so we can afford to pay our staff better than
our rival companies,” He said.
Creating Service Leadership by the
FSE Brand
Mr William G. Doo Jr JP, Deputy Chief
Executive Officer of FSE, attributes the
group’s growth to its ability to cater to the
needs of the fast-developing property
market. “Over the past few decades, there
has been a strong growth in properties and
facilities built by both the government and
the private sector, which has initiated a
strong demand for comprehensive and
professional service providers in property
and facility management and related
services,” He said. “Banking on this
demand, we have aligned our business
units in order to provide one-stop service
solutions to our clients, leveraging our
strong base of resources. As a private
independent property and facility services
provider, this allows us to fulfil the diverse
demands of different types of clients.”
William added that while some companies
are striving to win business contracts by
offering lower prices, they may not have the
required manpower and the expertise to
provide promised services. They may
merely concentrate on cost-cutting and
narrowing their profit margins. “We don’t
simply compete on price. Since we have
spent decades establishing our quality
brands and reputation, we must keep our
promises to our clients. Although our bid
prices may not be the lowest, many of our
customers have stayed with us for years
because of our high-quality services and
excellent track record,” said William.
Maintaining Sustainable Growth by
establishing a People-centric Culture
For any company to achieve sustainable
growth, it needs to watch the market closely
and make contingency plans in a timely and
effective manner. “The heads of our
business units are all industry veterans and
experts in respective trades. We have
successfully established an effective and
insightful market intelligence system to
monitor the changes of the markets,
including the demands of our clients and
the industry. We all work together
cohesively to come up with well-defined
corporate strategies to tackle various
market challenges.” William outlined the
business strategy of FSE: “Like risk
management, if some unfavourable
challenges happen, we need to minimise
their impacts on our clients. This is crucial
to maintain our niches and our competi-
tiveness.”
“Our property and facility arms have
already had property management projects
in Guangzhou since the 90s. Our engineer-
ing company has decades of experience on
the mainland and has the licenses to
conduct business all over China, and our
insurance company also has operations on
the Mainland. We have offices in Beijing,
Shanghai and Guangzhou, and we are
definitely looking at opportunities in the
areas of property management and
cleaning,” said William.
In addition to its existing businesses, FSE
is exploring new business opportunities
that use the group’s potential. For instance,
the group’s environmental technology
laboratory has started offering certification
services, and the engineering company,
which has typically worked as a major
contractor, will also be leveraging its exper-
tise in IT and security.
While FSE explores new opportunities in
related business areas, William does not
rule out the possibility of partnering to
enter into new commercial fields. “For
example, the Greater Bay Area is a market
with high potential; but with our competi-
tive edge and expertise, we may consider
cooperating with a local company that
knows the market well,” he said.
What Makes a Good Director?
Patrick thanked HKIoD for recognising
FSE Holdings Limited and its volunteer
services’ work and development over the
past years with the Directors Of The Year
Awards. He said, “This award encourages
and reminds all our staff to do better. It
motivates us to continue to learn and move
ahead, not just to make money but also for
the future of our group and the society.”
Patrick said one distinguishing feature of
FSE’s board is that board members work
very closely despite the large size of the
organisation. “When we have problems or
issues, we exchange our views frankly. We
have frequent discussions, meetings and
brainstorming sessions to discuss different
cases. Very often this is just an update on
what has been happening across our differ-
ent sites. We talk about the issues and find
ways to help our customers.”
William added that members of FSE’s
board are very experienced and regularly
communicate using various methods, from
face-to-face discussions to teleconferenc-
ing and WhatsApp messages.
an independent complaints and investiga-
tion system for handling inquiries and
complaints from both customers and staff.
Patrick added that corporate governance is
equally important for both publicly listed
and private companies. “Although the
board that won the Directors Of The Year
Awards is not from our publicly listed
company, it basically follows the same
practices as that of a listed company, even
though this is not necessary. We do this
across our companies not because we want
to win an award, but to make our companies
better.”
Corporate social responsibility (CSR) is
another important component of FSE’s
business model for sustainable develop-
ment. Patrick said. “FSE’s volunteers work
regularly with charities and
non-governmental organisations in a
variety of social services and voluntary
work, such as visits to aged care centres,
charity runs and tree-planting activities. We
have also established a charity fund
offering scholarships to the children of our
staff.”
FSE’s signature CSR community service is
the FSE Age Friendly Green Programme in
association with the Hong Kong Council of
Social Service. Its volunteers, led by
experts from its landscaping team, have
visited elderly centres regularly over the
last three years to promote gardening and
green living.
Looking Ahead
With the rapid development of the Greater
Bay Area, FSE is looking at how to further
extend its brand in the China market.
別之冠;清潔及洗衣範疇則位居全港前三。
Patrick強調,設施服務行業對服務人手需求
極大,而香港人手短缺,因此聘請及培訓僱
員是行業目前所面對最大的挑戰。「服務行
業競爭激烈,加上入行門檻不高,故此保持
價格相宜之餘,服務質素亦需要更上一層
樓。可喜的是,我們具備豐富的經驗,信譽
良好,因此得以保持與主要客戶的長久合作
關係,相較同行能夠為員工提供優良的工作
環境和事業發展機會。」
豐盛創建品牌 樹立服務行業領導地位
豐 盛 創 建 副 行 政 總 裁 杜 家 駒 太 平 紳 士
(William)認為集團得以持續發展,應歸功
於集團能因應地產市場發展迅速、充分滿足
不斷提高的需求。「過去幾十年以來,不論
政府或私人市場,都一直積極發展物業以及
不同的基礎建設。市場上對於專業服務供應
商的需求殷切,以提供物業和設施管理服務
及相關服務。」他又指出:「為滿足市場需
求,集團屬下各成員公司互相配合,善用豐
富的資源基礎,發揮強大的協同效應,為客
戶提供一站式全方位服務。作為一間服務全
面私營物業和設施服務承辦商,此舉有助我
們應對不同客戶的需要。」
Wil l iam坦言,部份公司會透過提供較低價
格,爭取更多合作機會,然而他們未必具備
足夠人手及專業知識以提供相應服務。這些
公司可能只注重節省成本和增加利潤。「我
們不會只重視價格競爭。過往數十年來,我
們積極樹立專業品牌形象,建立信譽和聲
望,因此必須恪守對客戶的承諾。我們投標
價格未必是最低的,但許多客戶多年來仍然
願意繼續合作,對我們一直以來所秉持的優
質服務精神寄予信任。」
提倡「以人為本」企業文化 維持業務持
續穩定增長
要維持公司穩健發展,必須密切留意市場動
態,及時製定有效的策略及應變方案。「我
們的高層管理人員皆是相關行業內首屈一指
的專才。除此之外,我們訂立了一套市場情
報系統,進行有效且深入的分析,從而了解
市場變化,包括客戶與業界的需求變化。我
們團結一致,通力合作,製定清晰的總體策
略,以應對不同市場挑戰。」William簡述豐
盛創建的企業策略:「以風險管理為例,若
然一些不利因素浮現,我們需要盡量避免對
客戶造成影響,這對於維護集團的利益和競
爭力至關重要。」
Both Patrick and William agreed that a good
21st Century director should strive to do
better at maintaining the healthy growth of
both the company and the overall industry,
and should look at ways to utilise technol-
ogy to improve service efficiency and better
satisfy the needs of customers.
Patrick urged company directors to partici-
pate more in the various training
programmes and activities organised by
HKIoD:
“Their seminars and activities such as
sharing and networking functions provide
good CPD (continuing professional
development) opportunities. These events
also allow members to get together to
exchange views, which is very useful as we
can learn from each other. Indeed, many of
our management concepts and ideas are
born out of discussions with our peers.”
服務行業之中,一個具有凝聚
力的董事會,以及以人為本的
企業文化,對於一間公司邁向
成功之路尤其重要。這正是豐盛創建控股
有 限 公 司 ( 豐 盛 創 建 ) 董 事 會 的 管 理 哲
學,讓他們榮獲2019年度香港董事學會非
上市公司類別傑出董事獎。
豐盛創建於2010年成立,為香港設施服務業
的翹楚,服務範疇全面,包括機電工程、環
境科技、物業及設施管理、清潔、洗衣、安
全警衛、園景綠化及保險顧問。豐盛創建轄
下成員公司在其業界聲譽卓著,並於中、
港、澳三地僱用超過16,000名員工。
豐盛創建—香港設施服務業的翹楚
豐盛創建行政總裁兼執行董事林煒瀚先生
(Patrick)指出,根據Frost & Sullivan市場調
查,豐盛機電的全港市場佔有率排名第二;
物業和設施管理服務為非發展商私營獨立類
傑出董事的必備條件:「企業、市場、社
會」共同發展
Patrick 感謝香港董事學會向豐盛創建控股有
限公司頒發年度傑出董事獎,表揚集團多年
來的成就,其中包括義工服務。「這個獎項
是我們繼續進步的動力,激勵我們繼續學
習,追求卓越,業務增長之餘,亦要為集團
未來發展奮進,為社會未來作出貢獻。」
Patrick 指出豐盛創建董事會的特別之處,在
於董事會雖然成員眾多,仍能保持緊密合
作。「當董事之間出現不同意見,大家會坦
誠相對。我們會經常進行討論,並舉行不同
會議、集思會,商討不同事項。董事通常都
會分享最近公司發生的事件,然後討論和尋
求解法方法,藉此推動公司持續進步。」
William補充,豐盛創建董事會每一位成員都
經驗豐富,並會通過多種方式互相溝通,例
如面對面交談、電話會議以及Whatsapp通
訊。
Patrick 和 William 均認為在二十一世紀,一
位出色的董事應致力保持公司與整體行業健
康發展,並尋求不同方法,利用科技改善服
務效率,滿足客戶需求。
Patrick 鼓勵各公司的董事應多積極參與由香
港董事學會舉辦的培訓課程及活動。
Patrick補充:「董事學會的研討會和其他活
動,包括分享會和聯繫活動,對於持續專業
發展大有裨益。不同公司的董事可以聚首一
堂,分享意見,從中互相學習。事實上,我
們都是通過與其他董事商討,集思廣益,才
得以構思出一套完整的管理概念。」
在中國內地處理不同項目,並獲發許可証,
可在中國各地開展業務。至於保險服務方
面,我們屬下的保險顧問公司業務覆蓋範圍
早已包括內地,他們在北京、上海、廣州均
設有分公司。近年,我們正積極尋求物業管
理和清潔服務方面的機遇。」
除現有業務之外,豐盛創建正在嘗試發掘不
同機遇,以探索集團業務的多元發展方向。
例如,豐盛創建環境科技實驗室最近開始提
供認證服務;至於屬下工程公司,雖然在一
般情況下都獲委任為總承建商,但亦會積極
善用其資訊科技及保安技術的專業知識,拓
展更多業務。
豐盛創建將會在相關業務範疇探索不同發展
機遇,不過Wil l iam並沒有排除發展合作關
係、投入全新業務的可能。「舉個例子,大
灣區是一個充滿潛力的市場;我們具備豐富
的經驗和專業技術,會考慮與當地公司合
作,借助他們對當地市場的認知,發展大灣
區市場。」
府認可的檢測中心,充份掌握開展嶄新環境
科技服務的契機。除此之外,豐盛創建的環
境諮詢團隊亦經常受邀為大型物業工程進行
工地勘測及環境評估和研究。
Patrick指出,除環保意識外,客戶亦期望豐
盛創建能夠應用新科技,改善服務效率。目
前豐盛創建已經投入使用機器人提供清潔服
務,以及在大型設施應用人面識別系統,以
記錄員工出勤情況。
另外,為了向高層人員提倡可持續發展概
念,豐盛創建每年會舉辦可持續發展研討
會,並邀請知名專業人士和行內專家與超過
三百名員工分享心得,討論不同議題,包括
商業分析及客戶服務。
William 說道,由於豐盛創建員工人數眾多,
公司有需要向員工提倡良好企業管治理念。
豐盛創建董事會製定了不同政策和指引,提
醒各公司運作時需保持公開透明。另外,豐
盛創建與廉政公署合作,為員工舉辦工作
坊。而公司內部亦訂立了一套獨立投訴及調
查機制,處理客戶和員工的查詢及投訴。
Patrick補充,企業管治不論對於上市公司或
私人公司同樣重要。「獲得年度傑出董事獎
的董事會並非來自我們的上市公司。縱然如
此,我們仍遵守一間上市公司需要履行的責
任。我們獲獎固然欣喜,但更希望能夠推動
公司健康發展。」
在豐盛創建的企業模式中,企業社會責任對
於推動可持續發展是重要元素。Patrick指:
「豐盛創建義工隊定期與不同社福機構,以
及非政府組織籌辦各式各樣的社區活動和義
工服務,包括:老人院探訪、慈善跑和種樹
活動等。此外,我們更成立了一個慈善基
金,為員工的子女提供獎學金。」
豐盛創建的企業社會責任重點活動,是與香
港社會服務聯會合辦的「豐盛耆園長青計
劃」。在過去三年,我們的園藝師帶領豐盛
創建義工隊,定期拜訪不同長者中心,鼓勵
長者參與園藝活動,提倡綠色生活。
展望將來:業務多元發展
鑑於大灣區發展迅速,豐盛創建計劃拓展業
務至中國內地。
「事實上,自九十年代開始,我們屬下物業
及設施成員公司已經在廣州負責物業管理項
目。而我們的工程公司在過往數十年,亦已
豐盛創建各服務團隊合作無間,集團才得以
保持優勢,值得驕傲。「我們有不少忠誠客
戶,實在有賴員工優質的服務,全面滿足客
戶的需求。我們提供完善的薪酬待遇,以及
度身訂造的員工培訓,幫助員工裝備自己,
以照顧客戶不同需求。與此同時,我們也能
夠確保工作穩定。我們的工作項目多不勝
數,因此員工有不同機會,獲分派至不同項
目,甚或新項目參與工作,晉升前景理想,
市場上並非所有公司都能夠做到這一點。」
William又指:「以人為本的職場文化強調關
懷員工,對於建立團結的工作團隊相當重
要。」
William強調:「服務行業競爭激烈,因此我
們必須關注前線員工。我們高層管理人員清
楚明白前線員工的困難和需要。因此,管理
團隊會經常到訪不同工作地點,與員工會面
聊天,從而直接了解員工在工作上的需要。
我們希望表達關懷,給予支持,這與利潤完
全無關。這就是豐盛創建關懷員工的文化,
早已根深蒂固。」
保護環境,符合持份者期望
履行社會責任,展現優秀管治
近年,鑑於監管機構要求愈見嚴謹,投資
者、社會大眾和其他持份者對企業的期望不
斷提高,良好的企業管治已成為公司營運之
中不可或缺的一環。
豐盛創建的管治模式多元穩定,由四個主要
元素組成,分別是:(一)可持續環境工
作;(二)慈善基金和獎學金;(三)企業
社會責任項目,及;(四)員工培訓和發
展。
在客戶需求的轉變方面,Patrick解釋近年其
中一個主要的轉變是客戶的環保意識逐漸提
高。有見近日如催淚煙、鉛及退伍軍人病菌
等污染問題,他們按客戶要求,為客戶的物
業提供空氣和水質檢測服務。另外,豐盛創
建配備經專業認證的實驗室,以及一間經政