Chairman's Report
主席報告
於2014年12月啟動的零售業資歷架構「過
往資歷認可」機制進展理想，近600位業界
從業員已申請「過往資歷認可」，覆蓋行
業七大主要職能中的40個能力單元組合。
協會相信透過「過往資歷認可」機制，零
售從業員的專業地位將會大大提升。
致力推廣 卓越服務
協會推廣卓越服務文化，我們的旗艦計劃
「傑出服務獎」及「神秘顧客計劃」今年
更邁進新紀元，推出多項新猷，以配合千
變萬化的市場需求。
今年踏入30周年的「傑出服務獎」特別舉
辦一系列慶祝活動，以加強推廣成效，包
括編撰紀念特刊、製作紀念短片，並為歷
屆得獎者及一眾業界好友舉行聯歡聚會。
今年的競逐依然非常激烈，共有623位來
自116個零售品牌的從業員參加。
另外，協會亦優化「神秘顧客計劃」各個
範疇以配合參與公司的需要，包括將評審
期由每年三次增至四次，以便零售商可以
全年無間斷評估其服務表現。此外，協會
亦推出升級版獎勵計劃，表揚提供卓越服
務的企業。
我們持續協助政府，向會員推廣「正版正
貨」計劃，並繼續成為香港工商業獎「顧
客服務」組別的主辦機構，向各界傳揚誠
信及優質服務的重要。
過去一年，我們曾就多個熱門議題舉辦15個
工作坊及20場講座和研討會，合共吸引了接
近2,000 位來自806間企業的人士參加。
加強支援 升級服務
我們竭力扶助中小企零售商加強專業知識
和提升服務質素。第四期「零售中小企發
展支援計劃」已於2015年3月圓滿結束，
超過900間中小企零售商受惠，參與計劃
的各類活動，包括優質服務獎計劃、研討
會、工作坊和考察活動。
In December 2014, the Recognition of Prior Learning
(RPL) under the retail QF was introduced, and it has been
making significant progress. Nearly 600 practitioners
applied for the RPL in respect of the 40 skill clusters
under the seven major function areas of the industry. We
have confidence the RPL will help elevate status of our
practitioners over time.
Promote Service Excellence
Promoting service excellence has been the Association’s
motto. Two of our flagship programmes, the Service &
Courtesy (S&C) Award and Mystery Shopper Programme
(MSP), have entered a new era this year, with new
initiatives introduced to respond to ever changing market
needs.
Entering its 30
th
anniversary, the S&C Award has
organised a series of activities to celebrate the milestone
and enhance its exposure. It included a commemorative
publication, video, and a heartwarming reunion party for all
past winners and friends. And the Award competition is
as fierce as ever; we registered a total of 623 participants
from 116 retail brands.
The MSP has also undergone a major revamp to meet the
requirements of participating companies and prospects.
Namely, the assessment period has been increased
from three to four times a year, enabling retailers to have
comprehensive service benchmarking on a full year basis.
Concurrently, an upgraded award scheme has also been
introduced to give recognition to companies with excellent
service.
On co-operation with the Government, we continue
our efforts to promote the No Fakes Pledge Scheme
to our members, and support the Hong Kong Award
for Industries: Customer Service category as leading
organiser.
Throughout the year, the Association organized 15
workshops, 20 seminars and conference on a wide range
of well sought-after topics. In total, we attracted about
2,000 participants from 806 companies.
Strengthen SME Support & Members’ Services
We have been actively supporting SME retailers to uplift
their expertise and service quality. Our 4
th
SME Support
Programme was successfully completed in March 2015,
with participation of more than 900 SME retailers in a
full array of activities including a service award scheme,
seminars, workshops, and visits.
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