2/26/2014

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HK Most Admired Knowledge Enterprise HK Most Admired Knowledge Enterprise (MAKE) Award 2013(MAKE) Award 2013

Ms. Susanna ShenH d f C I f i T h l &

(MAKE) Award 2013(MAKE) Award 2013

Head of Corporate Information Technology & Chairman of Continuing Transformation Office

The Hong Kong and China Gas Company Ltd21st February, 2014

“Lighting the Past, Brightening the Future”KM Plays a Crucial Role 

Today180 JVs

68,000 km17.5M+ customers

Established in 18621 Gas Work24 km500 Lamps

Hong K

ong M

AKE Award

2013

2/26/2014

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Corporate Awards & Recognitions(KM – a key contributor)

Financial Times “Global 500 List”

• HK Award for Services Productivity (1997)

• HKMA Quality Award (1999)

• Company of the Year (1999 & 2006) IGEM, U.K

• HK Award for Services Innovation Grand 

Award (2003)

• HK Productivity & Quality Grand Award (2008)

d f d

• HK Award for Services Productivity (1997)

• HKMA Quality Award (1999)

• Company of the Year (1999 & 2006) IGEM, U.K

• HK Award for Services Innovation Grand 

Award (2003)

• HK Productivity & Quality Grand Award (2008)

d f d• H.K. Awards for Industries: Customer Service 

Grand Award (2009)

• Global Chinese Business 1000, Yazhou

Zhoukan (2010, 2011, 2012)

• Environmental Grand Awards ‐ Hang Seng PRD 

(2010, 2011)

• H.K. Awards for Industries: Customer Service 

Grand Award (2009)

• Global Chinese Business 1000, Yazhou

Zhoukan (2010, 2011, 2012)

• Environmental Grand Awards ‐ Hang Seng PRD 

(2010, 2011)

KM – The Accelerator of Sustainable Business Growth

Assist China Lessen 

I t fss st C aBusiness Expansion

Impact of Retiring 

Workforce

OurMotivations 

onEnhance Value 

Creation Process 

Achieve Continuous Innovation

on KM & IC

Hong K

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AKE Award

2013

2/26/2014

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To be Asia’s leading energy supplier and service provider, with an environmentally friendly focus

Creating an Enterprise Knowledge‐driven Culture

VisionVisionfriendly focus.

MissionMission

To provide our customers with a safe, reliable

supply of energy and the caring, competent and 

efficient service they expect, while working to 

preserve, protect and improve our environment.

To provide our customers with a safe, reliable

supply of energy and the caring, competent and 

efficient service they expect, while working to 

preserve, protect and improve our environment.

Accountability

Respect and Integrity

Continuous Learning

Teamwork

Entrepreneurial Spirit

Driving Achievement

Open Communication

Leadership

CreativityValuesValues

Our VMV becomes Towngas People’s DNA

VMV in offices, VMV bookletMD explains VMV @TGWiki, Towngas’ Corporate portal

VMV Online: video, stories, quiz  VMV at Strategy Ambassador Club

Hong K

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AKE Award

2013

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SQS & CT drive the knowledge‐driven culture

Our KM JourneyOur KM Journey

NEWNEWModel

Continuing Transformation 

(CT)

Asset Management 

PAS 55

SQS Intellectual Capital

ISO 9000 New SQS Innovation Model

In Towngas, knowledge‐driven culture

“Take a SIP of Towngas KM!”

In Towngas, knowledge driven culture 

means knowledge being Shared, Integrated and Preserved . 

Hong K

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AKE Award

2013

2/26/2014

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Knowledge is Shared  via  lively and interactive platforms

1997‐2002   “We Deliver” 2003‐2007 “Go for Launch”1997‐2002   “We Deliver” 2003‐2007 “Go for Launch”

Knowledge is Integrated  via  well‐communicated management  structure

TOP

TOP Management 2003 2007    Go for Launch  

2008‐2012  “Reaching New Heights” 2013‐2017  “Expanding New Horizons”

2003 2007    Go for Launch  2008‐2012  “Reaching New Heights” 2013‐2017  “Expanding New Horizons”

P 

DOWN

P 

DOWN

BOBO

Key Management 

Focus

ManagementTheme

HK Core Mainland Utilities New Energy

SQS

TTOM

UP

TTOM

UP

Hong K

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AKE Award

2013

2/26/2014

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Knowledge is Preserved via interactive platform

ee‐‐Knowledge Centre Knowledge Centre 匯智匯智@TGWiki @TGWiki 匯智匯智

T h lT h l

Delivering knowledge‐based Products

Cool‐ Kitchen 4 ‐Treasure

Designed by Towngas Engineers

Technology Technology InnovationInnovation

Vortex Burner  

Patented PipePatented Pipe Ovality

Measuring Tool

Patented Laparobot 

Patented Wireless 

Remote Control

Patented Dustless Drill

2013 Innovation Grand Award

Hong K

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AKE Award

2013

2/26/2014

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Delivering knowledge‐based Services

Customer Service 

Innovation

Delivering knowledge‐based, innovative mind‐set

Continuing Improvement Innovation

“Innovative SQS Model”Innovative SQS Model

TRIZ

Mass Communication & Workshops on new model

Hong K

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AKE Award

2013

2/26/2014

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Gamification –Happier Player, Better Performer

Towngas Game Board facilitates innovative thinking Snake & Ladder Game for KM 

Social Media for younger

Multiple channels acquire customers knowledge in a proactive, regular basis

Customer Feedbacks  MarketMarketMarketfor younger 

generationfrom front‐line Staff 

Focus Teams –building 

rapport with community 

Customer Surveys

Market Intelligence Market 

Intelligence Market 

Intelligence 

CRM – a comprehensive 

customer database

Departmental meetings

Complaints and 

Compliments

Hong K

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AKE Award

2013

2/26/2014

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Aware IC for company’s competitive advantage

Maximizing the Intellectual CapitalStep 1: Aware

Corporate year theme I.C. ComicCompetition

I.C. Seminars by Leif Edvinsson(father of IC)by HKPC

Identify departmental IC element and construct IC value tree

Maximizing the Intellectual CapitalStep 2: Identify

I.C. Offsite Workshop

I.C. Identification Scheme

I.C. Notice Board Competition

Human

Structural

20 93

15 147

Intellectual Capital ElementSubmission

Structural

Relational

15 147

22 146

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AKE Award

2013

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Measure & report our unique values via IC approach

Maximizing the Intellectual CapitalStep 3: Measure & Report

Human CapitalHuman CapitalNo. of Training Hours (‘12)

66,000+

No. of SQS Members

700 +

N f l i h RGI

Structural CapitalStructural CapitalPatents

ISO 9000 / 14000 / 18000

ISO 20000

PAS 55

C l i hi

Relational CapitalRelational CapitalDistrict Council Focus 

Team

21 Teams

No. of Towngas Volunteer Service Team Members

No. of employees with RGI

2,600

No. of Chartered Engineers

100+

Customer Relationship Management (CRM) 

System

Business Intelligence (BI) System

Corporate Portal (TGWiki)

1,200

No. of external committees

30

e‐Portal

Creating An Ecological Environment for Knowledge Sharing and Integration

Dream Zone & Yuk Choi Library(育材書庫)

Hong K

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AKE Award

2013

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Creating an Environment for Continuous Learning

Towngas Engineering Academy established in 2009, with an emphasis on  “Continuous Learning” with an accumulated 10,000 CPD hours+

• Distinguished Professional Series

• Engineering Updates Series

• Gas Safety Series

• IT Updates Series

G S i

• Distinguished Professional Series

• Engineering Updates Series

• Gas Safety Series

• IT Updates Series

G S i

Mr Frank ChanDirector of EMSD

• Green Series

and more…

• Green Series

and more…

Charles MokLegislative Councilor

Ir Dr Andrew Chan Past HKIE President

Developing Knowledge Workers with Senior Management Leadership

• Apprentice & GT Scheme• Professional Development Scheme• Towngas Leadership Program

• Skills & Product Training• Orientation Program

• Training Subsidies

Talent Programs

On‐job Training

HumanAppraisal

Develop Knowledge Workers

Human Capital Mobility

Appraisal Performance 

System

• Job rotation• Internal recruitment

• Cross‐functional  project teams

• Appraisal Performance System• Towngas Competencies Training

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AKE Award

2013

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From Individual Knowledge Workers to Corporate, Towngas is being internationally recognized

• Institution of Gas Engineers 

&Managers Champions of

• Institution of Gas Engineers 

&Managers Champions of& Managers – Champions of 

Young Persons Paper 

Competition (2006, 2012, 

2013)

• HKIE Trainee of the Year 

(nurtured 15 winners)

& Managers – Champions of 

Young Persons Paper 

Competition (2006, 2012, 

2013)

• HKIE Trainee of the Year 

(nurtured 15 winners)

• Best Award From ASTD 

(2011 & 2012)

• ERB Manpower Developer 

(2012)

• Best Award From ASTD 

(2011 & 2012)

• ERB Manpower Developer 

(2012)

Managing our knowledge and IC, creating our signature CSR Programs

Managing Knowledge to Generate Shareholder (or Societal) Value

Turning Waste NENT Visitors Centre

into ValueNENT Visitors Centre

District Council Focus Team Cooking for Fun

Hong K

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AKE Award

2013

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SQS + CT = Innovation + Implementation

Forward Business Plan

26/32

Hong K

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AKE Award

2013