HBC Limited

What's New

At the Asia Pacific Contact Centre Association Leaders (APCCAL) Meeting in Bali on October 20, 2010, our Chairman, Sidney Yuen has been appointed as Chairman of APCCAL for the term of 2 years. APCCAL is a non-profit organization representing 10 Asian Countries; Hong Kong, China, Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines and Taiwan. Its mission is to promote contact centre industry and to share best practices. The next Asia Pacific Contact Centre Conference and Awards Ceremony will be held in Hong Kong in November 2011.
A subsidiary of HBC – Safer Healthcare Asia Limited has been established to help hospitals in Asia to create better crew resource management among the healthcare professionals. For more details, please visit www.SaferHealthcareAsia.com

ICLP – An international loyalty marketing firm has produced a Trend Report on Call Center in Association with HBC and APCCAL. For copies of the report, please contact ICLP directly

PMP Certification Preparation Programme (Jan 17 - 20, 2012)

IAOP Certified Outsourcing Professional (COP) Master Class – Hong Kong (May 9 – 11, 2012)

Crew Resource Management in Healthcare Workshop (Q1, 2012)

Brandwashed Symposium – Hong Kong (Sept 4, 2012)

PMP® Certification Preparation Programme

Project Management is a strategic tool for a successful organization to better manage development and change. Best practices demonstrate that organizations that excel at project management become an agile organization that knows how to deal with and drive change. HBC is collaborating with ProTrain China, a Registered Education Provider of the Project Management Institute (PMI®), to bring you this 4-day course leading to the globally recognized professional qualification, Project Management Professional (PMP®) Certification, which is the world’s most recognized professional credential for individuals associated with project management.

Course Outline:

This 4-day training that prepares your colleagues for the PMP® Certification with Project Management Institute PMI® and the application of the professional project management in the workplace. Through dynamic lectures, case studies, real world examples and hands on exercises, your team will get a comprehensive overview of Project Management Body of Knowledge PMBOK® and be equipped with the competencies to build up a common project management platform for the whole team across the company. Not only will they be speaking the same project management languages, but they will also be “Managing” delivery of the project results with the same level of professionalism.

Ours is a unique project management training methodology, whose framework has been designed around the PMI's® Project Management Body of Knowledge PMBOK® and has been implemented in many organizations across a broad range of sectors. You will have an opportunity to use the proven project management process and templates that you can become effective to apply those tools right after your training. Also, our unique project planning tool allows you to plan your project with the easy project management tool that involves schedule, budget, as well as project monitoring and control. The training content covers both the project management fundamental concepts and 500 PMI® exam questions review. Our past records show that our training method has a high degree of customer satisfaction with a high percentage of students passing the PMP® exam.

Who Should Attend:

Executives, Managers, Team leaders, Professionals seeking to increase their project management competencies and deliver successful projects; also new and experienced Project Managers acquiring skills and knowledge necessary to pass the PMI® certification examination.

Topics:

Integration, Scope, Time, Cost, Quality, Risk, Human Resources, Communication and Procurement Management

The Facilitator:

Francis Hung, P. Eng, MBA, PMP, PRINCE2, ITIL, EIPM

Francis is a Principal of HBC. He is a bilingual professional specializing in portfolio, project and program management and purchasing management. For the past 30 years he has worked with large companies in project and project office managements from the US, Canada and Asia. In particular, his work in the adaptation of project management processes and his creation of earned value management tool to assist business to manage their projects more effectively. Francis was a Nortel program manager and senior VP of Systek directing multiple projects simultaneously following the Nortel corporate project management process, which he now applies to his own independent project management consulting business.

Venue & Fees

Date/Time:

January 17-20, 2012, 9am - 6pm

Venue:

Harbour Plaza Metropolis, Kowloon, Hong Kong

Fees:

HK$8,000 / Early Bird (if register before Dec 19, 2011)
HK$8,400 / Standard

note: Lunch, refreshment & training materials included

IAOP Certified Outsourcing Professional (COP) Master Class – Hong Kong

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Crew Resource Management in Healthcare Workshop

“Create High Reliability Care Systems in Hospitals through Effective Teamwork and Communication”

Our training is built around a key set of teamwork and communication skills that enhance team-based performance in high-risk settings. The core methodology and skill sets have been adopted from the aviation industry’s proven training methodology known as Crew Resource Management (CRM).

This workshop focuses on teaching individuals about the basic processes underlying effective teamwork and communication. This includes role clarification, goal setting, problem solving and interpersonal relations. Sessions include individual and team-based activities designed to correct, evaluate and measure communication behavior and techniques.

Our workshop is delivered through a combination of presentations, demonstration, and practice-based methods to present teamwork knowledge, skills and attitudes. Topics are reinforced with clinically relevant discussions and breakout skill development sessions. It is experiential to create positive interaction and maximum team buy-in. Participants leave the workshop with the competence needed to begin using CRM skills immediately.

Topics Covered Include:

Human Error and Patient Safety Effective and Efficient Teamwork Integrated Leadership Strategies Situational Awareness Briefings and Checklists SBAR: Standardized Communication Normalization of Deviance Stress and Fatigue Management	Crew Resource Management Characteristics of Effective Teams Communication Techniques Individual Assertiveness Debriefing Strategies High Reliability Threat Management and Red Flags Critical Language
"Each participant will receive a complete Crew Resource Management in Healthcare training package including:
CRM training workbook Human Factors Puzzle & Communication Exercise Certificate of Completion Name Tent	Three Quick Reference Hang Tags Book: CRM from Patient Safety to High Reliability Workshop Exercise, Resource Pad and Pen

Who Should Attend:

Hospital Executives, Patient Safety Champions, Quality Directors, Managers, Leaders and Champions, Doctors and Nurses, Clinical Educators, Performance Improvement Team Members, Risk Managers, Simulation Leaders, Department Heads & Unit Leaders

Our Trainer:

David Marshall is Chairman and CEO of Safer Healthcare, a leading education and consulting company based in Denver, Colorado. David delivers talks and keynote addresses worldwide on Crew Resource Management and the creation of high reliability systems in health care through the development of safety, quality and cost savings programs using Lean strategies. He advises boards, executives and organizations in a variety of industries on high reliability concepts, including CRM, High Reliability and Lean programming. David has written numerous articles and books, including: “Crew Resource Management: From Patient Safety to High Reliability,” “Using Human Factors to Enhance Patient Safety” and “CRM and High Reliability Concepts in Healthcare.”

Dr. Bill Schuler is a Director of Safer Healthcare’s training and educational services since 2004, a Master Crew Resource Management Trainer. Dr. Schuler is a retired orthopedic surgeon who specializes in Crew Resource Management education and program development. As a pilot, Dr. Schuler is uniquely qualified to address the overlap and intersection of aviation and health care safety levels and threat and error management. Dr. Schuler possesses the first hand experience needed to address hospital staff and physician issues regarding patient safety and the delivery of care in high risk settings.
Dr. Schuler has conducted grand rounds, integrated and interdisciplinary nurse and physician training workshops as well as executive leadership sessions at over 250 leading healthcare institutions. During his tenure as an active orthopedic surgeon, Dr. Schuler served in various leadership roles including President of the Medical Staff as and Chairman for Continuous Quality Improvement.

Venue & Fees

Date/Time:

Q1, 2012, 9.00 am - 5.00 pm

Venue:

HKEC Training Centre for Healthcare Management & Clinical Technology, Pamela Youde Nethersole Eastern Hospital

Fees:

HK$4,000 / Early Bird (if register before 31 Jan, 2012)
HK$4,200 / Standard

note: Lunch, refreshment & training materials included

Brandwashed Symposium – Hong Kong (Sept 4, 2012)