the first set of Specification of Competency Standards (SCS)
on e-Commerce, which will be released in October 2016. This
set of SCS will serve as useful benchmarks and references
on different e-Commerce functions, assisting retailers and
education entities to formulate training programmes.
Internally, we have undertaken measures to speed up the
development in this direction, including the setup of an
E-Commerce Working Group, and a membership expansion
plan on e-tailers and service providers, as well as a brand-
new “Quality E-shop Recognition Scheme” to be launched
in December. This Scheme is aimed at promoting the best
practices and standards on online retailing, and give recognition
to outstanding operators in Hong Kong. Members please stay
tuned for these exciting developments.
Strengthening our Advocacy
Since I took up the chairmanship, I actively maintained the
Association’s close relations with the media through gatherings,
interviews and a monthly retail sales conference. In fact, we
handled over 330 media interviews throughout the reporting
period.
We held regular get-together luncheons with key government
officials including Mr. John Tsang, Financial Secretary;
Mr. Gregory So, Secretary for Commerce and Economic
Development; and Mr. Wong Kam-sing, Secretary for the
Environment. Networking with key stakeholders and major
trade associations including the Hong Kong Tourism Board,
Hong Kong General Chamber of Commerce, the Employers’
Federation of Hong Kong, and more were maintained
throughout the year.
It is of utmost importance to make the voice of the retail sector
heard and answered by the Government, in particular on
legislative issues which have far-reaching implications on the
business environment and the sustainable growth of the retail
industry.
In this regard, we have made submissions to the Government
on important consultations, including the Policy Address and
Budget, the Competition Ordinance, the review of the Statutory
Minimum Wage rate, the MPF Offsetting Mechanism, and the
Standard Working Hours.
Besides, we also assisted the Environment Protection
Department (EPD) to solicit our members’ views on their
proposal on the Municipal Solid Waste Management Charging
scheme, which will be implemented by mid-2017. To assist the
EPD to evaluate the effectiveness of the Plastic Shopping Bag
(PSB) Levy Scheme after its full launch, the Association also
consolidated members’ PSB usage figures under our “Voluntary
Reporting System on PSB Levy”.
Enhancing Membership Engagement
This year, we are going an extra mile to provide more
comprehensive membership offers, including a wide range of
networking activities, business matching opportunities, as well
as exclusive promotion offers in different channels. Despite the
business downturn, we are pleased to register a mild growth of
3% to 695 in 2016.
We also stay focused on our commitment to enhancing
customer service. We celebrated the 20
th
Anniversary of the
Association’s Mystery Shopper Programme (MSP) this year. To
mark this special occasion, we introduced special awards to
recognize brands providing excellent service over the past two
decades; while at the same time, we refined our tailored training
and consultancy services for retailers to improve service flow
and standard.
The 2016 Service & Courtesy Award also added new features.
In a bid to encourage the team work at the outlet level, we
introduced the “Best Service Outlet” award in conjunction to the
addition of new category of social enterprises, making a total of
24 retail categories competing for the S&C Award.
Our Annual Dinner continues to be the signature event on our
calendar. Last year, we had our Annual Ball at the Grand Hall of
The Hong Kong Convention and Exhibition Centre with over 100
tables and 1,300 guests.
Stepping Up Retail Professionalism
We saw good progress on retail QF. Since the introduction of
the Recognition of Prior Learning (RPL) for the Retail Industry,
the Association has been promoting its benefits to fellow retailers
and the public. This year, there was over double the number of
applications received by the RPL compared to 2015, registering
a total of 1,560 applications, covering over 2,100 clusters with a
majority in customer service and store management.
We are very proud to have jointly spearheaded the Earn &
Learn Pilot Scheme for the Retail Industry with the CEDB and
Vocational Training Council (VTC) since 2014. And, I am very
pleased to have witnessed the first batch of graduates that
completed their Foundation Diploma this summer and joined the
retail workforce with outstanding performance.
To keep members abreast of the latest market trends, we
organized around 50 seminars, workshops and networking
activities throughout the year. Our annual Retail Conference
entered its eighth successful year, with eight prominent
speakers sharing their insights on omni-channel retailing and
retail rejuvenation. And, we are very pleased to receive positive
support from some 680 participants as well as the many
corporate and media sponsors.
將於2016年10月發佈。電子商貿「能力標準
說明」將為不同的電子商貿職能提供有用的基
準，供業界參考，助零售同業及教育機構制定
同類的培訓課程。
就協會內部工作方面，我們已積極推出多項
新猷，促進零售業科技的發展，包括設立電
子商務工作小組、電子零售商及服務供應商
會員拓展計劃，以及本年年底面世的「優質
網店認證計劃」。此計劃的目的，是推廣網
上零售的最佳作業模式及標準，向表現卓越
的香港網店頒授認證。請會員密切留意協會
有關上述發展的消息。
加強協會的倡議
自履新以來，我積極透過傳媒聚會、訪問及發
佈每月零售業銷貨額的記者招待會，維持協會
與傳媒之間緊密的合作關係。於本報告年內，
我們已接受超過330個傳媒訪問。
協會定期舉行午餐會，與財政司司長曾俊華先
生、商務及經濟發展局局長蘇錦樑先生及環境
局局長黃錦星先生等主要政府官員交流。協會
於本報告年來繼續與香港旅遊發展局、香港總
商會及香港僱主聯合會等主要持份者及主要商
會交流切磋。
我們認為讓政府聆聽及回應零售業界提出的意
見，是協會其中一項最為重要的任務，特別是
有關於營商環境及零售業可持續發展造成深遠
影響的立法問題。
在這方面，協會已就重要的諮詢，包括施政報
告與財政預算案、《競爭條例》、法定最低工
資水平的檢討、強積金對沖機制及標準工時，
向政府遞交意見書。
此外，鑒於「都市固體廢物收費」計劃擬於
2017年年中推行，協會協助環境保護署收集會
員對是次計劃的意見。為了協助環境保護署評
估「塑膠購物袋徵費計劃」在全面推行後的成
效，協會亦整理了參與「自願申報膠袋用量計
劃」的會員的膠袋用量數據。
提高會員的參與率
協會於本報告年內為會員提供更全面的會員優
惠，包括各種交流活動、商貿配對機會，以及不
同平台的獨家推廣優惠。儘管營商環境欠佳，協
會於2016年的會員數目仍微增3%至695位。
協會亦矢志提高客戶服務水平。本年度適逢「神
秘顧客計劃」20週年誌慶，協會藉此增設特別紀
念獎，嘉許過去20年來提供優質服務的品牌，同
時改良協會為零售商度身訂造的培訓方案及諮詢
服務，務求改善零售從業員的服務流程及水平。
「2016年傑出服務獎」亦再展新猷。協會為了促
進店舖的團隊合作精神，增設「傑出服務店舖」
獎；此外，協會亦新增社企組別，目前共24個零
售組別競逐「傑出服務獎」。
協會的周年晚會一直是協會的大型盛事。去年，
我們假香港會議展覽中心大會堂舉行周年晚會，
設有超過100席，超過1,300位嘉賓出席。
提高零售業的專業水平
「零售業資歷架構」的進展良好。自零售業
「過往資歷認可」推行以來，協會一直向零售
同業及公眾大力宣傳其益處。本報告年內，申
請「過往資歷認可」的數目較2015年增加超過
一倍，接獲共1,560份申請，涵蓋超過2,100個
能力單元組合，當中客戶服務及店舖管理佔大
部分申請。
協會很榮幸能聯同商務及經濟發展局及職業訓
練局，自2014年起率先推行「零售業『職』學
創前路先導計劃」。看到首批畢業生於今年暑
假完成「基礎文憑課程」，加入零售業，而且
表現出色，令我深感欣慰。
為了讓會員緊貼市場脈搏，協會於本報告年內
舉辦約50個講座、工作坊及交流活動。此外，
協會每年一度的盛事「零售研討會」踏入第八
屆，邀得八位業界翹楚分享他們對全渠道零售
及注入零售生命力的真知灼見。協會亦很高興
能得到近680位參加者及多家企業及媒體贊助
商的踴躍支持。
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Chairman's Report
主席報告
Chairman's Report
主席報告
