Controlled by stress, Just relaxed!

Do you always feel stressful during your study or work? I believe that all of you faced lots of stress and felt disappointed. Then do you want to reduce your stress to perform better?
If your answer is yes, please feel free to visit my group blog - Controlled by Stress, Just relaxed! Our group blog introduced you the meaning of stress, various aspects of methods to reduce your stress etc. Also, we would apply several concepts to explain our ideas.
Welcome to our group blog and give some comments to us !

http://controlledbystressjustrelax.blogspot.com/

A successful organization - Tsui Wah Restaurant

Have you gone to Tsui Wah Restaurant and had a meal there? What's your opinion of this restaurant which had thirty years history? For me, I think it's a successful and excellent restaurant in Hong Kong.
Nowadays, the catering trade is facing serious difficulties and lots of restaurants go bankrupt due to the financial crisis. However, Tsui Wah Restaurant still survives in the industry and makes sufficient profit. Do you know how it can be so popular and triumphant? Let me tell you the answer now.

Change is triggered by Performance System and Learning System.
To deal with dynamic changes of the external environment, it’s vital for Tsui Wah Restaurant to keep on learning in order to survive and retain its reputation.

Performance System:
Exchange subsystem – Adaption function
For example, Tsui Wah Restaurant obtained and expelled the human and material resources, like which materials were more appropriate to perform the specific tasks. It helps to achieve the goals effectively.

Production subsystem - Goal attainment function
Tsui Wah Restaurant applied suitable skills and knowledge to do the best of the service, marketing, sales etc. For example, Tsui Wah Restaurant did lots of advertisements for promotion, like $1 for a Crispy Bun, in order to attract the customers to patronize. Also, as the Tsim Sha Tsui branch opened last year, Tsui Wah Restaurant used an interesting poster to promote.

Coordination subsystem – Integration function
For example, Tsui Wah Restaurant provided some training programs to the new staffs in order to teach them more knowledge, like communication skills etc. It could enhance the work efficiency and improve the customer service.

Reinforcement subsystem - pattern maintenance function
For example, Tsui Wah Restaurant provided rewards to the staffs who had not late to work for 15 minutes in a month. Also, meeting was held weekly in order to discuss the current improvements or problems. Thus, it could let the staffs and managers know about whether there were any insufficiencies of different aspects from the customers. It‘s essential to maintain the standards and make correct judgments of its performance.

Learning System:
Environmental interface: It relates to adapt, manipulate, scan and test the external environment and then select the inputs to the organization.
For example, Tsui Wah Restaurant did several surveys regularly to understand the needs and current tastes of the customers. Recently, more and more people prefer to eat healthy vegetarian diet and nutritious salad. Thus, Tsui Wah Restaurant designed various vegetarian menu and different salads to satisfy the customers.
Furthermore, Tsui Wah Restaurant conducts many researches to illustrate the food and seasonings that are beneficial to the customers. The cook used sea salt as seasonings because it contains less sodium and it can maintain the body fluid in a balanced state. Also, Tsui Wah Restaurant used “pollution-free” eggs so as to guarantee the customers that the eggs were safe and harmless.

Action/ Reflection Subsystem: It’s related to research, critical thinking, evaluation, decision-making processes etc in order to facilitate the survival of the organization.
For example, Tsui Wah Restaurant provided various types of food and drinks, like Asian style, Western styles, Japanese style, desserts, Chinese soup etc., so as to satisfy different tastes of the customers.

Dissemination and Diffusion Subsystem: It related to the implementation of organization roles, leadership processes, communications etc. in order to advance the movement of knowledge.
For example, the top managers of Tsui Wah Restaurant usually design some new menu personally. They taste the new food, like desserts etc., and make improvements, too. Moreover, they let the staffs to taste the new drinks and encourage them to give feedbacks.

Meaning and Memory Subsystem: It related to the making of policy and procedures, creation of symbols and artifacts that reflect the organizational values, basic assumptions etc.
For example, Tsui Wah Restaurant used its unique logo as the packaged bag so as to promote the image and give a good impression to the customers.
Besides, Tsui Wah Restaurant had designed four kinds of t-shirts that represented the characteristics of Tsui Wah Restaurant.

Reference:
http://www.tsuiwahrestaurant.com/ecmanage/page1.php

Reflection of the seminar ~!

Last Tuesday, I attended a seminar so as to understand more about organizational learning and knowledge management. The speaker, Ms Waltraut Ritter, is specializing in research and advisory services, especially focusing on innovation. It was very impressive and it triggered me lots of experience about how to improve the competence of knowledge management.

In the seminar, Ms Waltraut Ritter raised three vital questions of individual learning:
1. How do you learn?
2. Where do you learn?
3. How do you know that you learnt?
Apart from memorizing the lessons of knowledge management in last seminar, it also made me think of my working experience in Ocean Park. Let me share some of my opinions and apply some essential concepts into my experience.

Formal Learning, Operational Level of learning:
Firstly, when I started to work in Ocean Park, there was a brief training in order to teach me several basic skills, like explaining the map of Ocean Park, teaching how to use the walky-talky to communicate with others, the steps of facilitating the tourists to solve their problems etc. For the workplace learning, this training is a formal learning as it’s followed by routine procedures and the training materials were documented. Also, it’s an operational level of learning since it provided me some techniques with steps to know-how.

1. I learnt with my colleagues by attending the lessons of the superior.
2. I learnt in a room with a projector and computer for training.
3. I knew that I was learning because during the training, I was educated lots of new knowledge and the knowledge stimulated me a continuous thinking and analysis.

Informal learning can be everywhere:
During the lunch time or spare time, I always talked with my colleagues and asked them various questions. For example, I asked what they responded if they met some rude and harsh tourists. Then they expressed their opinions based on their accumulated experience. It’s an informal learning as it’s not followed by systematic procedures and it’s happened in a relaxed way. Moreover, I and my colleague shared each other’s feelings mutually, like how we thought about the operations of Ocean Park, how the Ocean Park could perform more effectively etc.

1. I learnt with several colleagues through chit-chat in a relaxed atmosphere.
2. I learnt in the canteen or the office of Ocean Park.
3. I knew that I was learning because I gain more experience and techniques from my colleagues and the skills can facilitate me to perfom better.

Incidental Learning:
For the incidental learning, Ocean Park sometimes sent some staffs out of the office and observed the needs of customers. For example, before implementing some new events, Ocean Park will send the staffs to do some surveys to interview some tourists in order to grasp the interests of the tourists. For the Behind-the-scenes, Ocean Park had asked for varied opinions from the tourists of what animals that they were mostly interested to know more. Hence according to the outcomes, Ocean Park implemented Pandas & Dolphins Ed-Venture to let the customers to know more about the diets and the health maintenance of pandas and dolphins.

1. I learnt from various customers during the surveys in Ocean Park.
2. I learnt in the Ocean Park out of the office.
3. I knew that I was learning because during the interviewing, I understood more and more opinions from the customers, like improvements, deficiencies etc.

Organizational Learning is the sum of Individual Learning?
In my point of view, organizational learning is not equal to the sum of individual learning. However, individual learning is the main basis of organizational learning. Then organizational learning is more or less the sum of individual learning? It depends on the situation, like different culture among the staffs or the strategies of the organization. It influences the performance and operations of the organization, as well as the decision-making.
For my experience of Ocean Park, organizational learning was more than the sum of individual learning because the strategy of Ocean Park encouraged sharing between the staffs and inspired the staffs to give their feedbacks. Thus, it could motivate the tacit knowledge of the staffs and stimulate some of the new ideas. Furthermore, Ocean Park fully utilized the skills of the staffs and distributed the most suitable tasks to them.

Reference:
http://www.oceanpark.com.hk/chi/main/index.html

Reflection of HK Fire Services Department !

On last Tuesday, I visited Hong Kong Fire Services Department and the administrator told me lots of information about the operation of the department.Firstly, the duties of HK Fire Services Department were diversified – it’s not only responsible for fire-fighting of marine, military and air, but also for rescue operations and fire safety.
The mission of HK Fire Services Department was to protect lift and property from fire or other accident, to give proper advice on fire protection measures, to educate the community, to promote the public awareness on fire safety. It’s the goal attainment of HK Fire Services Department in order to mobilize and manage the efforts to achieve the goals.

It triggered me of several concepts of organizational learning and I would like to share some of them.

Paradigm Shift:

As the technology was developed at a tremendous pace gradually, HK Fire Services Department continuously improved its performance and efficiency. For the paradigm shift, it emphasized much on knowledge rather than products. For example, the staffs of HK Fire Services Department depended on facilities with high technologies to perform their tasks, like using the Automatic Vehicle Location System in order to ensure the position of the vehicles accurately. Also, the management skills and information of customers were essential to facilitate the staffs to manage and solve the problems effectively. Thus, knowledge was extremely vital as it could enhance the quality of service and advance the abilities of the staffs to achieve their tasks.
Moreover, for the leadership attention and organizational priorities, HK Fire Services Department focused on customer (citizens) more than worker. How to satisfy the needs of the customers? How to improve the customer service to give a better impression? These aspects were highly concerned. For example, when a citizen called the HK Fire Services Department for emergency help, the average arrival time of the emergency ambulance is five minutes that it should be as quick as possible. The HK Fire Services Department utilized the Third Generation Mobilizing System to accomplish its performance expeditiously. Hence the response time of the telephone from the citizen should be highly efficient and the attitude should be patient as well.

Learning at individual level:
Besides, the entire operations was processed in an operational level as the staffs followed a routine steps. For example, when a citizen called the department, the Third Generation Mobilizing System firstly identified the telephone and the address of the caller. Then the Mobile Data Terminal found the shortest route and distributed the suitable emergency ambulance to the address.
For conceptual level, it’s important for the staff to know-why of several steps. For example, when a staff was controlling the operation of a emergency ambulance, he/she should know why the signals were shown on the screen, like TRC meant traffic congestion, RES meant responding etc. In my opinion, the conceptual level was much important for a operator as the operator needed to have sufficient experience and skills so as to understand the reasons of various steps and operations.

Reference:
http://www.hkfsd.gov.hk/home/chi/index.html

http://www.youtube.com/watch?v=55SIBhTaRM4

Please feel free to browse the above video. It shows some pictures of several facilities of HK Fire Services Department.

Reflection of Lecture 3 !

In Week 3 lecture, I have learnt several new things that are quite complicated and difficult. I would like to share my opinions of some topics, like Kolb Learning Cycle, the application of Chaos Theory and the concepts of Learn-Unlearn-Relearn.

Kolb Learning Cycle:
According to a four-stage learning cycle, there are four distinct learning styles.
For example, I thought of my swimming experience that’s suitable to apply to this cycle.
1. Diverging: you use imagination about swimming, like imagining yourself as Michael Phelps and watching him swim in Olympics, in order to gather the information and improve the performance.

2. Assimilation: you know well about the theories of several swimming types and have an accurate understanding of the breathing and posing concepts with concise explanation, like you can read some reference books about swimming to grasp the concepts.
Reference:
http://www.active.com/swimming/Articles/Balance_Your_Blades__3_Corrective_Shoulder_Exercises.htm (Assessed on 13th February)

3. Converging: you obtain some useful tips about swimming from your friends and swimming expert. For example, there are varied teaching videos in you-tube to teach you about the techniques of swimming.
Reference:
http://www.youtube.com/watch?v=upSXcp8z3n8&feature=PlayList&p=C43BB5B46BEAF1DB&index=2 (Assessed on 13th February)

4. Accommodating: you go to the swimming pool and step down the legs into water to practice for a trial based on your intuition.

My Style:
For me, I used the learning style of converging to learn swimming. It’s quite helpful as I could receive some techniques by my friends and cousin. When I made any mistakes, my friends told me immediately and let me understand the correct gesture. Also, I tended to think out some new ideas, like some funny swimming styles.

Moreover, as we all know that there are only four learning styles in Kolb Learning Cycle, how about the combination of feeling-thinking and doing-watching? (Trista asked in the lecture) Why can’t we experience and then think deeply to achieve performance? Why can’t we observe other people’s performance and then have a trial?

Organizational Learning:
In my opinion, an effective organizational learning can lead to a big success. What is organizational learning? I think it doesn’t have a specific meaning, but one thing I am extremely sure is that it’s beneficial to the organization and its employees. Through organizational learning, the employees can perform themselves more efficient and thus make an extra profit to the organization.
For example, according to the news from Sing Tao Daily, Mr. Lau, who was the employees of Microsoft, obtained several opportunities for practice before being the employee. He discovered that Microsoft took care of its employees as the office possessed various snack food and some massage chairs for the employees to relax. Furthermore, when Mr. Lau had some problems and asked the head quarter from American for help, the superior concerned with his jobs and consoled with him friendly. It made him feel that he was respected by the company.
This example actually expressed an effective organizational learning. Microsoft planned to lengthen the practice period for the employees to gain more experience and to understand deeply about the operation of Microsoft. It not only could give a valuable opportunity to let the employees to some knowledge of technical aspect, but also facilitate them to express their opinions actively and enthusiastically. Microsoft made sufficient use of employees’ capabilities and performed an efficacious human resources management, like providing a practice period to the employees to improve their skills. It allowed a thorough communication and interaction between various peoples in order to activate the performance and the employees made sense of what they learnt clearly.
Reference:
http://hk.news.yahoo.com/article/081218/3/9t8m.html (assessed on 13th February)

The concepts of Learn-Unlearn-Relearn:
The meanings of Learn-Unlearn-Relearn are changing according to different era. We always heard of learning, how about unlearning and relearning? Nowadays, there are dynamic variations in the world, thus we need to learn and adapt to new things so as to increase our value. In my point of view, relearning is the most important because everyone should have the ability to relearn based on the modifications. Unlearning is not a necessity as you just need to forget the useless part of what you have learnt when necessary. Besides, it’s essential to integrate some old knowledge that you have learnt previously with the novel knowledge that you have learnt recently. Hence it can help to perform your task more efficient and effective. It may lead to assorted innovations as well.

For example, I had a friend who previously worked in a restaurant as a waitress, which required high efficiency and high response to customers. Later, she changed her work place in a high-class restaurant. She couldn’t adapt to the new environment for the first month as the mode had totally changed. Thus she tried her best to unlearn some worthless things of what she learnt in the restaurant and relearn the new skills that was useful to apply in the high-class restaurant. Lastly, she was successful and she enjoyed the job very much since some of her opinions were accepted by the manager of the high-class restaurant.

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” Alvin Toffler

Paradigm shift:
I would like to talk about three paradigm shifts in the changes of dominant thoughts from 1980 to 2000.

Newtonian to Quantum Physics:
Firstly, the physics changed from Newtonian to Quantum. In the past, learning was just a systematic change in routines. Also, learning is just the total sum of the individual learning. Unlearning was something that seemed negative and caused harmful results because it represented forgetting. Relearning had already become a vital factor for an organization to success based on the extent of original learning.
The thoughts seemed it only related to the cause and effect. If a person was willing to learn and study (cause), it’s advantageous to his/her organization in the future. (effect) Besides, it’s a linear thinking that learning is a systematic process with accustomed procedures.
Nowadays, the dominant thought of the Learn-Unlearn-Relearn have completely changed. For learning, it emphasizes much on group learning rather than individual learning. For example, many schools encourage collaborative learning which allows interactions and feedbacks mutually between students.
Its purpose is to gain adequate ability to deal with the dynamic environment as there are continuous changes in the world of different aspects.

Products to Knowledge:
Nowadays, several organizations not only emphasize on its products, the most significant factor is knowledge. The degree of success depends on how much knowledge you have and how you grasp it. If you prepare and learn more, you can survive in the market and get ahead of your competitors.
For the post 2000, teamwork is so important as you can summarize your own ideas with your classmates or friends’ to widen the perspectives. Everyone’s idea is unique.
Also, talking with others is not enough; you should collaborate with others as well, like exchanging various ideas and finding out whether it’s sustainable or not.
Unlearning is not negative now, on the contrary, it’s advantageous and positive.
You only need to forget when necessary, like the knowledge that’s already improper to apply. However, if the knowledge that has learnt before is beneficial for recent use, why don’t you use it amply? It may lead to an unpredictable achievement.

Manufacturing to Mentofacturing:
In the past, many people had wrong understandings of learning, unlearning and relearning. They felt that learning, unlearning and relearning was boring and tedious as the three processes were relatively performed in a systematic way. They knew that relearning was indispensable because it facilitated them for adaptation.
In recent years, many people no matter how old they are wish to increase their values, thus they attend several courses to learn varied knowledge,
Learning is not the thing only advantageous for organization, it also valuable for yourself. For example, you join a course about communication skills and you not just apply this technique on your work, you can be more confident to talk with your friends in your daily

http://www.youtube.com/watch?v=2yCB4i7GJuM&feature=related

The above video was about three steps for 21st century learning. It expressed that competition, cooperation and collaboration were the skills for the students learn to be literacy. In my opinion, the ideas are novel and interesting. For example, tranforming the classroom into a creative learning space in order to study in a nice condition. It's a good suggestion as a nice condition can provide a suitable atmposhere to study. Furthermore, I liked one of the idea that the students should be taught to compete with themselves and cooperate with others.

Week 2 Nature of Learning~!

This week, the OL lecture emphasized on learning again and I thought it’s quite impressive! For the learning at individual level, the operational level and conceptual level made me think of an interesting topic – make-up. Also, I would like to share my feelings of playing piano.

~Operational Level ~
I guess most of the girls are extremely interested in this topic and want to know the techniques of how to create a perfect make-up. However, do you really know some routine steps that are essential for a sweet make-up? I found a video in you-tube about teaching the girls some vital skills of make-up and the results was quite satisfied that the girl in the video was attractive after making-up. Let’s take a look to the video and you may grasp some knacks of make-up thus it will be more confident to make up yourself or make up for your girlfriend.

<--Such a beautiful Look !!!

~Conceptual Level~
Many people know that make up is such a lifelong learning because it’s very important to notice the changes of the world and do suitable modifications in order to adapt to the changes. I always respect the make up artists and I feel enthusiastic about the information of skincare and make-ups. A famous make up artist, Koo Siu Wai, he has lots of outstanding skills and sufficient experience, hence he knows well about how to mix and match various colors to make the face more stereoscopic and why those colors to use so as to achieve a pleasant impression. In his blog, he often shares some of his opinions, like the trends of make-up etc. As Valentine’s Day is coming soon, another popular make up artist, Janae Chan, shares her comments of some tips in her blog. For example, if your skin color is relatively white, you are better to use baby pink color. Why? It’s because it can promote a glittery and lovely appearance.
Koo Siu Wai’s Blog:

http://www.beautyexchange.com.hk/b2/blogs/index.php?blog=8
Janae Chan’s blog:

http://www.beautyexchange.com.hk/b2/blogs/index.php?blog=9

Cognitive domain in Bloom’s taxonomy:
The cognitive domain is what I have learnt in my previous KM lessons. It’s similar to my learning of piano. For example, when I want to practice a new song for my examination, firstly, I need to recall the meanings of some vocabularies of music, like Sharp means loud etc. (Knowledge)

Then I need to describe several steps of playing piano, like understanding how to play each tone before comprehending the characteristic of the song. (Comprehension)

Thirdly, I need to illustrate some past papers of piano to forecast the trends of the following examinations. (Application)

Moreover, it’s necessary to analyze the style and emotion of a song, like which part of the song need to play more smoothly to let others feel the song is romatic. (Analysis)

Then I need to combine some advices in the manual with my own feelings to create a unique performance of a song. (Synthesis)

I understand the reasons and I can judge why this speed is more suitable to apply in this song rather than the others. (Evaluation)

According to a video in you-tube, Jay Chow taught some children the ways to play the piano more effectively. He expressed that it's special to put more own emotions into the song and elaborate naturally by your own style. In my opinion, he is an expert of playing piano as he not only has a wide variety of knowledge of piano, he also has a great ability and skills to analyse and evaluate others' performance. That's the goals I need to keep on learning !

<-- Eminent Piano Player !

Reflection of Lecture 1 ~

After I had attended the first lesson of “Organizational Learning in Business Enterprises”, it triggered my memories and knowledge of what I had learnt in the previous lessons of “Knowledge Management”. There are various similarities between these two subjects, like the concept of learning, the seven paradigm shift (products to knowledge) etc. The most impressive thing is the well-known dictum of Drucker: Knowledge is fundamentally different from the traditional key resources of the economist. I totally agree that knowledge is a unique and indispensable resource as adequate knowledge can facilitate to perform the tasks more effectively and efficiently.

Firstly, in my opinion, learning is a lifelong process so as to gain useful knowledge no matter how old you are. When you are young as a child, you need to learn how to walk, how to speak etc which are the basic skills for a person. When you start to study in a college, undoubtedly you need to learn the knowledge of different aspects, like the academic knowledge, swimming skills etc, in order to prepare for the future. When you enter the society, you should learn how to get along with assorted colleagues and build harmonious relationships with them. Despite advanced years when you get older, you also need to learn some skills in order to cater the dynamic changes of the world. For example, although my grandfather is already eighty-two years old, he still keeps on learning how to use the computer to send e-mail and read news from the internet. For a business enterprise, learning is extremely essential to discover the needs of the customers and thus to consider whether it’s necessary to do some modifications. What is a successful business enterprise? Apart from possessing excellent quality of products and the design of machines, superb customer service and innovation are requisite. The news about the awards of outstanding enterprises proved it (reference 1). If a shop insists to mark time without any changes and innovations, it’s laborious to survive in the market. For example, according to the news (reference 2), the shop “Wing Wo” that located in Central went bankrupt because of the variations of era. The main reason for its bankrupt was that it still remained the same method to serve the customers without any innovations and improvements. Many citizens prefer to patronize the supermarkets since supermarket can provide a more convenient service and a more attractive promotion to them. Therefore, learning is for a business enterprise to maintain its status and reputation in the market.

The concept of seven-paradigm shift is very significant,too. I would like to express my views about four of the seven-paradigm shift, which I think they are relatively important nowadays. As the technology has developed at a tremendous pace day by day, numerous tasks can perform by using electric machines, especially computers instead of doing personally. Thus, the era moved from industrial to technology. More and more technological investments appeared to help and advance our standard of lives. According to the news from Ming Pao (reference 3), a enterprise invested a wireless network base station that was the biggest in the world. Besides, according to the news from Apple Daily (reference 4), a facility that can resist the gravity will be invested very soon, thus everyone can become Spiderman and move along the building without any difficulties.

For the Production aspect, most enterprises emphasize much on knowledge rather than products. For example, I thought of a seminar of my KM lesson - Langham Hotel, which was already a superior hotel. As it puts much efforts on how to utilize the exist resources to attract the customers, how to manage the expertise of different staffs etc. Thus, Langham Hotel can develop its reputation and perform the activities effectively. Also, the organizational priorities focus on customers rather than workers as customers have further autonomy to make their decisions based on the impressions of several enterprises. Thus, the enterprises tend to provide the best service to satisfy the customers and encourage them to give suggestions. For example, Langham Hotel provided a card to the customers in order to write down their feedbacks. Then the manager considered the opinions and made suitable improvements. I strongly support this because if the enterprises are willing to listen to the demand from the customers, it means that they put the customers’ status at the first and won’t ignore their claim. Furthermore, according to the news from Ming Pao (reference 5), Hong Kong Association for Customer Service Excellence developed a “Hong Kong Service Excellence Index” for the service sector in Hong Kong. This benchmark could help to raise the service standard and promote a culture of service excellence.

Moreover, for the means of production, it changed from Manufacturing to Mentofacturing. It’s prominent for an enterprise to understand how to retain its excellent staffs. As they have the abilities to help the enterprise to be more successful, they are the most important resources in the enterprise. According to the news, it stated that a enterprise should be able to retain its outstanding staffs and let them express their expertise in suitable time. From the news of Ming Pao (reference 6), it stated that although there was a financial tsunami, enterprises should retain their workers who are qualified because they had the abilities to back up the enterprises and seize opportunities.

To conclude, all the enterprises have the responsibilities to keep on learning and improving based on the continuous changes of the environment. From the news of Ming Pao (reference 7), Fuji Xerox made the growth of printing machine become more effective with lower cost due to continuous learning. Hence the enterprises should find out its insufficiencies and do some refinements. Appropriate innovations and excellent customer service are vital to attract more customers as well. Taking precautions before it’s too late, right?

References:
1. http://hk.news.yahoo.com/article/090121/3/ac7m.html (Excellent Enterprises Award)
2. http://hk.news.yahoo.com/article/090119/4/aalf.html (Wing Wo went bankrupt due to changes of era)
3. http://hk.news.yahoo.com/article/090127/4/aeml.html (the largest range of Wi-Fi invested by HK)
4. http://appledaily.atnext.com/template/apple/art_main.cfm?iss_id=20090127&sec_id=15335&subsec_id=2756&art_id=12137076 (Everyone can be a Spiderman)
5. http://hk.news.yahoo.com/article/090113/4/a76q.html (Hong Kong Service Excellence Index)
6. http://hk.news.yahoo.com/article/081201/4/9irp.html (HKGCC encouraged to retain skillful workers)
7. http://hk.news.yahoo.com/article/090120/4/abij.html (a successful printing company)