Vice-Chairmen's Messages
副主席之話
It is also of utmost importance for the retail industry to
provide a clear progressive career pathway in order to
attract quality staff. During the year, we worked hard
to promulgate the application of the Specification of
Competency Standards (SCS) to retail companies. By
using the SCS as a reference in developing their in-
house training, employers and training managers can
clearly identify the skill gaps and design on-the-job
training programmes for their staff. On the other hand,
the Association also offers a wide range of workshops
and seminars that are most relevant and up-to-date to
retail businesses to sustain Hong Kong’s position as the
shoppers’ paradise through manpower training.
Over the years, the Association has been dedicated in
the cultivation of service excellence in the retail industry
through two of our flagship programmes. We are very
excited that this year marks the 30th anniversary of the
Service & Courtesy (S&C) Award. Riding on this important
milestone, the Association has further promulgated the
Award through a series of celebrations. In fact, the S&C
Award is more than an annual competition among retail
staff, it has already become a well-established platform
for outstanding retail practitioners to exchange views
and share their good practices. Through this platform,
retail companies can keep improving their services to
customers, which is crucial to the success of our industry.
On the other hand, we also revamped our Mystery
Shopper Programme (MSP), which will reach its 20th
anniversary next year. The new MSP enables retail brands
to benchmark their overall service performance with four
assessment periods throughout the year. Additional
recognition has also been introduced to acknowledge the
best service retailers in each category.
Lastly, I want to take this opportunity to thank members
for their staunch support of the Association, which is
essential to enhance the overall competitiveness of our
retail workforce. I look forward to working with you in the
year ahead to ensure the Association continues to thrive
as the leading retail association in Hong Kong.
要羅致優秀的員工，零售業提供清晰的職
業進階路徑至關重要。本報告年內，協會
致力向零售企業推廣採用《能力標準說
明》。於制訂內部培訓時參考《能力標準
說明》，僱主及培訓經理得以確定技能差
距，進而能為其員工設計合適的在職培訓
課程。另一方面，協會亦舉辦不同主題的
工作坊及講座，務求為零售企業提供最
新、最適切的資訊，透過人才培訓讓香港
「購物天堂」的美譽延續下去。
多年來，協會致力透過兩項旗艦項目，為
零售業建立優質服務的文化。「傑出服務
獎」於2015年邁進30周年，我們為此感到
雀躍萬分。藉著如此重要的里程碑，協會
透過舉行一連串慶祝活動進一步推廣「傑
出服務獎」。事實上，「傑出服務獎」對
零售從業員的意義，不僅是每年一度的比
賽，更是表現卓越的零售從業員互相交流
心得及分享良好營商手法的盛事。零售企
業藉此不斷提高顧客服務質量，而「精益
求精」正是零售業成功的關鍵。
另一方面，為配合「神秘顧客計劃」明年
的20周年誌慶，協會銳意革新此項計劃。
在全新的「神秘顧客計劃」下，為了助零
售品牌更準確地衡量其整體服務水平，每
年度的評審期數增至四期；協會亦增添獎
項，使每個組別中更多表現卓越的服務零
售商獲嘉許。
最後，本人藉此機會感謝會員對協會堅定
不移的支持。您們的支持，對提高香港零
售從業員的整體競爭力不可或缺。展望未
來，本人冀能繼續與您們同心協力，確保
協會作為香港具領導地位的零售協會，繼
續茁壯成長。
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