Mr. Shih presenting the topic of 'Provision of Quality Customer Service with Minimal Management'

Mr. Shih Wing-Ching is the managing director of Centaline Property Agency Ltd which was founded in 1978 and has grown rapidly to become the largest estate agency firm in Hong Kong. Currently, it operates some 200 branches throughout Hong Kong, employing over 1,600 sales person and about 250 sales support staff. Although Mr. Shih is running a very successful organization in a highly competitive industry, he is seemed to be able to spare a relatively high proportion of his time in doing press interviews, giving lectures and participating in community services. One may wonder how can Mr. Shih manage to do many different things in a leisure manner and his company still can deliver a high quality of service to the community? They are contrary to the traditional management theory of intensive management, close supervision, centralized planning and coordination. Mr. Shih derives his management style from the philosophy of Lao Tze and proves to be very effective in maintaining a service oriented organization in a dynamic and competitive environment. Today we are pleased to have Mr. Shih sharing with us his ideas and experience on enhancing customer service through minimal management.