Support Programme for SME Retailers
中小企零售商支援計劃
Major Results of the 4
th
Programme
The Association has worked side by side over the years
with SME retailers to tackle major business challenges.
Upon the completion of the 4
th
Programme, the
Association conducted a survey among the participating
SMEs to find out their challenges and difficulties. Results
showed that SME retailers are consistently under pressure
from high overhead, high staff turnover rates, and limited
resources for training, which affects the service standard
and their relationship with customers.
Through the 4
th
SME Support Programme, we are
able to enhance the competitiveness and update the
management knowledge of participating SME retailers.
Surveys showed that over 97% of the participants found
the Programme useful for their companies and that they
would apply the knowledge to their daily operations.
第四期計劃的主要成果
多年來，協會與中小企零售商一起解決重
大的營商挑戰。第四期計劃圓滿結束後，
為了瞭解中小企面對的挑戰及困難，協會
向參與計劃的中小企進行調查。調查結果
顯示中小企零售商一直承受著經營成本高
昂、人手短缺及培訓資源不足的壓力，這
些壓力影響了它們的服務水平及與顧客的
關係。
透過第四期中小企支援計劃，協會能助參
與計劃的中小企零售商提高競爭力及獲取
最新的管理知識。調查結果顯示，逾97%
參加者認為此計劃能協助企業，而且它們
能將所得知識應用於日常經營中。
The year also witnessed our unrelenting efforts in uplifting
SMEs' competitiveness through the 5
th
SME Support
Programme in September. Aiming to improve customer
service excellence through resource re-engineering, the
15-month project helped retailers survive acute manpower
shortages and high operating costs, while uplifting
their competitiveness. It also improved their customer
experience at key aspects of the service workflow to retain
and grow their customer bases while creating business
opportunities.
By adopting Customer Journey Mapping (CJM) and
related techniques, the project has arranged activities such
as experiential learning (through seminars, workshops and
benchmarking company visits), a recognition scheme, and
successful case sharing to solve bottlenecks in customer
service workflows.
協會藉著於9月推出第五期中小企支援計
劃，不斷致力提高中小企的競爭力。此計劃
為期15個月，旨在透過善用資源，提高顧
客服務質量。此計劃有助零售商解決服務時
人手短缺及經營成本上漲的問題，同時提高
其競爭力。此計劃亦助它們在服務流程的主
要範疇上改善顧客體驗，挽留現有顧客之
餘，亦擴大其顧客基礎，開拓商機。
透過採用「客戶體驗旅程」及相關技術，
協會除了舉辦以講座、工作坊及神秘顧客
探訪的方式進行的體驗式學習以外，亦推
行嘉許計劃及成功典範分享等活動，務求
助中小企零售商克服顧客服務流程時遇到
的障礙。
The 5
th
Programme (September 2015 – December 2016)
第五期計劃（2015年9月－2016年12月）
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