SESSION 3: INTERNATIONAL PERSPECTIVE  ON SERVICE EXCELLENCE (13h30 to 15h15)

 

SESSION 4: WAY FORWARD (15h55 to 18h05)

 

SESSION 5: GALA DINNER (18h30 to 23h30)

 

*Please note that the programme was correct at the time of going to print, however could be subject to change

speaker Biographies

MEC Paul Mashatile
Finance and Economic Affairs - Gauteng

Paul Mashatile was born in Geraldsville, Tshwane. He became President of the Alexandra Youth Congress in 1983 and was also active in the Congress of South African Students (COSAS). During this time he was also Assistant General Secretary or the UDF (Southern Transvaal).

After the un-banning of the ANC and SACP in 1990 he was appointed Interim Secretary of the SACP in Gauteng. He also served on the Interim Leadership Group of the ANC. Mashatile was appointed ANC Branch Organiser in Alexandra and Branch Chairperson for SACP. In 1991 and 1992 he was Head of Political Education of the ANC in Gauteng and became provincial Secretary of the ANC in 1992 until 1998, when he was elected deputy chairperson of the ANC in the province.

In 1994 he became a Member of the Gauteng Provincial Legislature as Leader of the House. In 1996 he was appointed MEC for Transport and Public Works and in 1998 as MEC for Safety and Security. From 1999 to 2004 served as MEC for Housing until his appointment as MEC for Finance and Economic Affairs. He is presently serving as a member of the ANC Provincial Executive Committee and Provincial Working Committee.

He is currently studying for a post – graduate diploma in Economic Principles at the University of London.

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Minister Marthinus Van Schalkwyk
Minister of Environmental Affairs and Tourism

Personal

• Date of Birth: 10 November 1959
• Marital Status: Married

Current Positions

• Minister of Environmental Affairs and Tourism of the Republic of South Africa since 29 April 2004.

Academic Qualifications

• Matriculated from Pietersburg High School (1977).
• B Proc degree from Rand Afrikaans University (RAU).
• Bachelor of Arts honours degree in Political Science from (RAU).
• Masters of Arts degree in Political Science from (RAU).

Career/Memberships/Positions/Other Activities

• Lecturer in Political Science at RAU and University of Stellenbosch.
• Member of Parliament since 1990.
• Premier of Western Cape Province (21 June 2002 - 28 April 2004).

Awards/Decorations/Presentations/Bursaries

• Award for Academic Achievement of the Transvaal Lawyers' Association.
• Abe Bailey Bursary to Great Britain and Europe.

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Dr Danny Jordaan
CEO of the Local Organising Committee

Danny Jordaan is a man with a variety of interests.  He has been a Senior Lecturer at a tertiary institution, politician, sportsman, sports administrator, businessman and a political activist in the struggle against apartheid.  He was also an avid sportsperson participating in various sports, including soccer, cricket and hockey.

Academic
Danny studied at the University of Western Cape (UWC) in Cape Town, and the University of South Africa (UNISA) in Pretoria, completing a Bachelor of Arts degree, Diploma in Higher Education and an Honours Degree.

Honorary Doctorates
He received a:

• Doctorate in Philosophy (Honoris causa) from the Nelson Mandela Metropolitan University;
• a Doctorate in Administration from the University of South Africa;
• and a Doctorate of Philosophy from the University of the Western Cape.

Political Career
As an ardent student activist, he joined the South African Student Organization (SASO), and the South African Black Students Intervarsity Council (SABIC) where he served as a member of the National Council.
SASO was a black student movement led by Steve Biko in the 1970’s.  After completing his studies he returned to the Eastern Cape and joined a number of civic, political and sport anti-apartheid organisations, among which are the United Democratic Front (UDF) and the South African Council on Sport (SACOS).
He later became the Vice President of SACOS in the Eastern Cape.

Sport Career
As a strong believer in normal sport in an abnormal society, he campaigned vigorously against apartheid in sports.
One of his first positions in sports was as the President of Eastern Province Soccer Board in 1981. In 1984 he became the Deputy President of the South African Soccer Federation (SASF). These organisations campaigned for the non-racial democratic South Africa as well as the return of football as a member of FIFA.
He was a founder member of the National Sport and Olympic Congress (NSCOC), later the National Sport Council (NSC) and served as President of the NSC in the Eastern Cape and as a member of the organisation’s National Executive Committee.

He represented the NSC at various International Conferences and at the General Association of International Sport Federations (GAISFS) annual meeting in Monte Carlo.
In 1989 he travelled to Lusaka, Zambia as part of a delegation of the NSC and SASF to present a document proposing the creation of a single unified South African Football body to the ANC leadership, which included the current President Thabo Mbeki, the later former Minister of Sports, Mr Steve Tshwete, Dr Pallo Jordan and Ms Barbara Masekela.

During his term of office at FIFA, South Africa’s senior national men’s team qualified for two consecutive FIFA World Cup
tournaments (France in 1998 and Korea-Japan in 2002) and three consecutive African Cup of Nations (Burkina Faso in 1998 and Ghana-Nigeria in 2002, and Mali in 2002).
In 1990 he became President of the ANC in the Port Elizabeth area from 1994 he served as a Member of Parliament under President Nelson Mandela.
He also served on the Presidential Task Team responsible for the transfer of diplomatic recognition from Taiwan (recognized by apartheid South Africa) to the People’s Republic of China (Beijing not recognized by apartheid South Africa).

He served as a member of the South African Parliamentary Trade Task Team tasked with the free trade deal with the European Union.
Danny Jordaan has delivered various papers at numerous international conferences dealing with the global economy, marketing, major event organization as well as, racism in football.

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Mr Moeketsi Mosola
Chief Executive Officer
South African Tourism

Mr Moeketsi Mosola is Chief Executive Officer at South African Tourism. He came to the national destination marketing organisation in 2001 as Chief Operating Officer, a post he held for three years until his promotion into his present position in November 2004.

He takes responsibility for overall leadership (and management) of the organisation; for executing and sustaining the Tourism Growth Strategy (whose mandate it is to grow this sector of the economy for the benefit of all South Africans); for ensuring that South African Tourism not only meets, but also exceeds, international standards of best practice and good governance; and for ensuring the destination’s tourism advantages are fully exploited.

It was under his leadership and management that the South African government (in its 2006 Accelerated Shared Growth Initiative of South Africa) identified tourism as a sector crucial to halving unemployment and poverty by 2014; and that destination South Africa has seen arrivals grow at an average of eight percent a year.

Prior to joining South African Tourism, Mosola was chief director of tourism development at the National Department of Environmental Affairs and Tourism in Pretoria. His responsibilities there included promoting and marketing key transfrontier investment opportunities.

His academic qualifications include a BA in Psychology and Neuroscience (Oberlin College, Ohio, US); a diploma certificate in urban and regional development (Harvard University); and an MA in Economics (University of Houston).

He has been a recipient of the US Rising Star Award (for future leaders of the international tourism industry); a Nelson Mandela Scholarship; and a certificate of recognition from former President Mandela for his dedication to public service.

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Ms Sophie Masipa
Marketing Executive, International Marketing Council

Sophie Masipa began her career on the Unilever (in the foods business) Management training programme in 2000 in the Trade Marketing department as a national accounts assistant with focus on wholesale trade accounts. In her three years at Unilever, she also worked as a category assistant on perishables and ultimately moved to classical brand on the Knorr Brand, the largest food brand in the world. At the end of 2003, she joined Colgate – Palmolive in the marketing department working on brands such as Sta-Soft, Country Pride and Ajax dishwashing liquid.  

Her move to Nedbank came at a time when the bank was in the process of launching an innovative BEE deal to the market as well as undergoing a repositioning of the brand. She worked with a team on innovative commercials within the banking industry that saw the usage of animation as a medium to launch a banking product. She drove the launch of the innovative solar –powered billboard in Alexander by Nedbank, for which the Network BBDO (the advertising agency responsible for the concept) was awarded a Grand Prix at Cannes.

It was her love and passion for her country coupled with her passion for marketing that saw her take up a lifetime opportunity to work for the International Marketing Council on Brand South Africa where she drives the marketing campaigns for both the domestic as well as the international portfolios. It is within the work at a domestic level that the Movement for Good..it starts with You was formed. She is currently the chairperson of the Movement which aims to collectively inspire and support each South African citizen to act for good

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Mr Allan Moore
CEO, Board of Airlines Representatives of South Africa

Allan Moore has over 32 years experience in the Airline industry covering all ends of the spectrum from Low Cost Carriers to the full Legacy Airlines. Allan has performed most roles in the industry and has worked all over the World, from the frozen North of Canada to sunny South Africa and almost everywhere in between. This vast experience has given Allan a solid understanding of the intricacies of the Airline Industry. Allan revels in and is passionate about the industry and is convinced that he has jet fuel coursing through his veins!

Amongst other ventures, Allan took up a position with startup airline WestJet based in Calgary Alberta in Canada. Allan very quickly climbed the corporate ladder at WestJet and ended his tenure responsible for Business Intelligence, Reservations systems, the Corporate Data Warehouse, Information systems, Corporate Information Analysis, Financial Data Reporting, Project management of of one of the largest landside projects ever taken on by the Airline and for Privacy and Corporate Data Compliance (for the Sarbanes Oxley Bill). Today WestJet is one of the most profitable airlines in North America and the World, with some of the best “on-time performance” of any carrier, which is a tremendous feat considering the adverse weather conditions in that part of the world.

Allan left WestJet and decided to try and get out of the tourism industry and was appointed as Director of a Health Region in Canada, but a combination of his own health issues and the fact that he realized that his heart was in aviation, forced him to leave and after a short hiatus and in a time when a number of people are emigrating, he returned to the aviation family in South Africa and took up a position as Chief Executive Officer of the Board of Airline Representatives in South Africa.

Allan prides himself on his customer centric approach to business and his win-win approach to all facets of industry, especially in Human Resource management. With a keen sense of empowering staff to be the best that they can be, with the right tools to do the job, Allan has won many awards for his pro-active management style.

A lifelong student Allan was never satisfied with his degree and has continued studying for most of his working life, obtaining many post graduate qualifications. Allan has a work philosophy that puts your health first, because without that you have nothing, family second because without them you also have nothing and then your work, because happy, content workers are the most productive and personable. Allan believes in working smarter and not harder and making staff, where possible, owners and responsible for their own destiny.

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Sindiswa Nhlumayo
Deputy Director General
Department of Environmental Affairs and Tourism

Ms Sindiswa Nhlumayo is the Deputy Director General for The Department of Environmental Affairs and Tourism in South Africa. Amongst her responsibilities includes, providing leadership in the development and implementation of policies and strategies that will grow tourism in South Africa, and ensuring that destination South Africa remains globally competitive.

Ms Nhlumayo is the former Head of the first ever Tourism Black Economic Empowerment Council, which is mandated to transform the tourism sector and ensure that Black People benefit equitably from the growing tourism industry.

Prior to the above mentioned positions, she was a Special Advisor to the Minister of Environmental Affairs and Tourism, on Tourism related issues. She was once a Chief Director for Tourism in the Western Cape.

She holds a Master of Science (Msc) in Tourism Management from the University College of Buckinghamshire.  She currently serves on the following Boards:

• Federated Hospitality Industry of Southern Africa (FEDHASA)
• Tourism Enterprise Partnership (TEP)
• Tourism Grading Council of South Africa (TGCSA)
• Tourism Empowerment Council of South Africa (TECSA)
• Regional Tourism Organization of Southern Africa (RETOSA)

Ms Nhlumayo is a founding member of the Cape and Craft Design Institute, and also a lifetime fellow of the Emerging Leaders Programme from Dukes University in the United States and University of Cape Town in South Africa.

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Dr Victor Wee
Chairperson of UNWTO Programme Committee and Secretary General for Tourism in Malaysia

Datuk Dr. Victor Wee is the current Chairman of the Programme Committee of the United Nations World Tourism Organisation (UNWTO) and the Advisor to the Ministry of Finance, Malaysia.  He previously served as Secretary General of the Ministry of Tourism, where among others, he led the highly successful Visit Malaysia Year 2007 campaign.

His education background was in Economics.  He received his undergraduate degree from University of Malaya, Master of Arts from Brown University, U.S.A. and Ph.D. in Economics from Bristol University, United Kingdom.  Dr. Wee had also participated in training at East West Center in Hawaii, Institute of Manpower Studies at University of Sussex, and Harvard University.

He was the Senior Director of Macroeconomics of the Economic Planning Unit, Prime Minister’s Department, where he was instrumental in formulating Malaysia’s macroeconomic policy framework for the medium and long term.  He was a member of a World Bank mission to help review the planning and implementation methodology of Saudi Arabia in 2003 and assisted in a UNDP mission on the formulation of Saudi Arabia’s long-term economic strategy in 2004.  During the Asian Financial crisis 1997/98, he served as the Deputy Head of the National Economic Action Council (NEAC) Secretariat, where he was responsible for drafting the National Economic Recovery Plan, which was used as the blueprint for Malaysia’s efforts to bring about recovery from the crisis.

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Dr Buck P Tang
Principal Consultant Group Director
International Business Service Quality (SQ) Centre 

Dr  Tang  is  one  of  the  pioneers  of  SQ  Centre  who  helped  build  the  foundations  of  the  service  quality  subject  expertise  for  SQ  Cetre  in  1990.  SQ  Centre  was  founded  by  Singapore  Airlines  Limited  (SIA)  and  SPRING  Singapore  (a  national  driver  for  Singapore’s  productivity,  innovation  and  standards)  as  the  national  initiatives  to  improve  service  quality  in  Singapore.   
 
Specializing  in  the  area  of  service  quality  leadership  and  management,  Dr  Tang  has  developed  and  delivered  service  quality  related  training  and  consulting  interventions  to  more  than  400  companies.  Dr  Tang  was  appointed  as  National  Assessor  for  the  Singapore  Quality  Award  (SQA)  in  2000,  an  internationally  renowned  award  in  business  excellence.  He  was  also  appointed  the  Consultant  to  equip  and  certify  Assessors  for  China  Quality  Award.  In  2001,  he  was  certified  as  consultant  for  the  People  Developer  Standards  (PDS)  and  Singapore  Service  Class  (SSC).  In  2003,  he  was  appointed  as  a  Judge  for  Singapore  Tourism  Award.   
 
Dr  Tang  has  extensive  consulting  experience  and  has  consulted  for  client  organizations  in  the  aviation,  retail,  construction,  IT  &  communications,  hospitality,  financial,  healthcare  industries  and  public  service  organizations.  His  clients  include  Procter  and  Gamble  (P&G  China,  Hong  Kong  and  Taiwan),  Citibank  (China),  BMW  China,  Nokia  China,  Singapore  General  Hospital,  Health  Sciences  Authority  of  Singapore,  Ministry  of  Health  of  Singapore,  Apollo  Hospital  (India),  Hyderabad  International  Airport  (India),  Abu  Dhabi  International  Airport,  Kotak  Mahindra  Bank  (India),  Delhi  International   
Airport,  Kaya  Skin  Clinic  (India),  Development  Bank  of  Singapore,  Immigration  and  Checkpoint  Authority  of  Singapore,  Shangri‐La  Hotel,  TÜV  Rhienland  (Greater  China  and  Hong  Kong),  Jurong  Bird  Park,  Prudential  Insurance,  Land  Transport  Authority  of  Singapore,  Central  Provident  Fund  of  Singapore,  Maritime  and  Port  Authority  of  Singapore,  Singapore  Civil  Defense  Force,  Nanjing  Tourism  Board  (China).  Since  2004,  Dr  Tang  was  appointed  as  the  exclusive  consultant  to  help  transform  service  quality  cultures  in  China  Qingdao  as  part  of  the  peparations  for  Olympics  2008  in  China.   In  May  2008,  Dr  Tang  was  appointed  as  consultant  by  the  Airport  Council  International  (ACI)  for  the  Beijing  Capital  International  Airport  as  part  of  the  final  preparation  for  2008  Olympics.  
 
Dr  Tang  has  been  frequently  invited  to  speak  at  Service  and  Quality  conferences,  including  events  organized  by  the  MasterCard  International,  the  Asian  Productivity  Organization  (APO),  the  China  Productivity  Centre  (CPC),  China  Human  Resource  Conferences,  Indian  conference  on  Aviation  and  Annual  Airport  Management  Conference  organized  by  the  China‐Singapore  Airport  Management  Academy.  In  2004,  he  was  invited  as  the  expert  speaker  in  the  inaugural  “China  International  Service  Quality  Convention”  by  China  Government.  In  2007,  Dr.  Tang  was  invited  to  speak  at  the  national  service  quality  initiative  launched  by  the  South  Africa  Deputy  President  as  part  of  he  country’s  preparation  for  hosting  2010  FIFA.  He  has  published  service  quality  management  research  papers  in  international  journals  and  conferences  such  as  Services  Marketig  Quarterly  (formally  known  as  the  Journal  of  Professional  Services  Marketing),  Journal  of  Financial  Services  Marketing,  and  the  Southwest  Decision  Sciences  Institute  (New  Orleans).  Dr  Tang  lectured  MBA  at  the  University  of  South  Australia  in  the  areas  of  Service  Quality  and  Total  Quality  Management,  Nanyang  Technological  University  of  Singapore  (Executive  Education)  and  National  University  of  Singapore  (Executive  Education).   
 
Prior  to  joining  SQ  Centre,  Dr  Tang  specializes  in  the  areas  of  services  quality  management  at  the  Ciba‐Geigy  in  Taiwan  (a  Switzerland‐based  leading  pharmaceutical  and  chemical  company).  He  brings  to  SQ  Centre  his  cross‐cultural  and  international  management  experience  in  financial  and  service  management  from  countries  including  Taiwan,  Hong  Kong,  Malaysia  and  New  Zealand.   

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Dr Nikolaus Eberl
Brand Ovation

The author of the bestselling book “BrandOvation™: How Germany won the World Cup of Nation Branding”, and the sequel “The Hero’s Journey: Building a Nation of World Champions”, Dr Nikolaus Eberl holds a PhD from the Free University of Berlin and a Postgraduate Diploma from The Johns Hopkins University, Baltimore. Dr Nikolaus’ research study on Germany’s Nation Branding Success Story during the 2006 FIFA World Cup™ was featured extensively by Carte Blanche (viewers’ choice, 1 and 5 July 2007), and he is currently engaged in Internal Branding for the 2010 FIFA World Cup™.

Dr Nikolaus is the author of “The Seven Secrets of IziCwe: Conquer Life!”, a uniquely South African Life Skills Program, and “a must for anyone who wants to overcome career and personal challenges!” (The Business Day). The sequel, “The IziCwe Code: Internal Branding” was critically reviewed by President Thabo Mbeki and has become recommended reading for government leaders at national, provincial and local level.

On 22 June 2006, The IziCwe Code was introduced to the international media at the Global Leaders Summit, held in Johannesburg at the Coca-Cola Dome, sharing the platform with global leadership gurus Tom Peters, Rudy Giuliani and Michael Porter.

Dr Nikolaus’ latest book, “BrandOvation™: How Germany won the World Cup of Nation Branding”, was featured extensively in the South African media (Carte Blanche, Business Day, The Star, The Mercury, 702, SAfm, MetroFM etc). Based upon the Brand Innovation Lessons from the 2006 FIFA World Cup™, BrandOvation™ is a Novel Concept of Brand Leadership, merging the disciplines of Internal Branding and Touch-Point Innovation. Dr Nikolaus’ work has received acclaim from a number of eminent South African leaders:

• “We share a vision for the development of leaders and strongly believe in building the capacity of people and society at large.” (John Samuel, CEO Nelson Mandela Foundation)
• “Nikolaus Eberl and Herman Schoonbee have thrown down the gauntlet. It is up to us to take up the cudgels to unearth pearls of wisdom from other great Africa Leaders.” (Reuel Khoza, Chairman Nedbank, President: Institute of Directors)
  

Dr Nikolaus is the bi-weekly columnist for the Business Day’s 2010
Column as well as the news commentator for
CNBC’s weekly Business 2010 show.

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Mr Ben Reed
Program Facilitator, Disney Institute

Ben’s business career began as a Disney College Program Intern at the Magic Kingdom® Park at the Walt Disney World® Resort. This experience working on the front line in a variety of service roles would prepare Ben to embark upon his Disney leadership journey as a Guest Service Manager at Disney’s Animal Kingdom® Park.

In his first Disney leadership role, Ben was part of a dynamic team of leaders responsible for the smooth and efficient operation of multiple attractions. Here, his passion for story-telling found expression as Ben inspired his Cast Members to deliver quality Guest service through maintaining the story and theme of each attraction while paying meticulous attention to detail. One of the most effective practices Ben developed in this work was recognizing the needs and contributions of his Cast Members. By supporting and “serving” his Cast, Ben was empowering them to serve the Guests.

With his leadership career blossoming, Ben seized the opportunity to put to good use the communication and organizational skills acquired through the pursuit of his advanced degree. As a writer and strategic planner for Walt Disney World Communications, Ben planned and managed multiple projects to better inform and educate both Guests and Cast Members on new developments at the Walt Disney World Resort. Introducing exciting business initiatives such as Adventures by Disney, and developing Cast-focused messaging enhancements to the Disney’s Fairytale Weddings business, allowed Ben to showcase his communication skills.

It was a perfectly natural transition for Ben to use that experience as a springboard to his next career adventure as a Disney Institute Facilitator. Today, Ben uses all his training, skills and experience from working at the Walt Disney World Resort and shares them in Disney Institute workshops and presentations, while assisting his Guests in adapting them to their businesses.

Education

Ben holds a Bachelor of Science degree in Technical Communication and a minor in French from Fitchburg State College, and a Master of Arts degree Suma cum laude in Communication Theory from Suffolk University. Ben has been a Disney Cast Member for 8 years.

The Disney Institute is devoted to inspiring individuals within organizations to strive for excellence. The Disney Institute curriculum was built upon the principles which made Walt Disney, and the company that bears his name, world famous: Leadership, People Management, Customer Service, Customer and Employee Loyalty, and Creativity.

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Nosipho Ngcaba
Director General
Department of Environmental Affairs and Tourism

Experience
Thirteen years of employment out of which six years were spent in senior management positions, four years focusing on strategic leadership, public service administration, performance management, project management and financial management, three years working in a quality assurance and research environment.

Qualifications
In possession of a Bachelor of Science degree (BSC -majors: physiology and biochemistry), Higher diploma in education (HDE- Physical Science and Maths), University of the Western Cape.
Certificates in Quality Assurance, Financial Management Practice and Business management, and Leadership and Management practices -Franklin Covey. Currently enrolled for Masters in Business Leadership MBL with Unisa

Positions
Have been a senior manager in the Department of Environmental Affairs and Tourism since July 2003 until June 2008 in the positions of Chief Director and thereafter as the Chief Operating Officer. Previously an employee Water Affairs and Forestry, Somchem, a division of Denel.
Currently, the Director General for the Department of Environmental Affairs and Tourism, DEAT with effect from July 2008.

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Clr Ntombi Mekgwe
Executive Mayor
Ekurhuleni Metropolitan Municipality

Ntombi Mekgwe started her involvement in Politics at a very young age, being involved in the Congress of South African Students (COSAS) as well as in the ANC Youth League.

Clr Mekgwe became Mayor in 1994 serving in the Executive Committee of the Nigel Transitional Local Council (TLC), from 1995 – 2000. She served as a ward Councillor from 2000-2006, as well as Speaker of the Ekurhuleni Metropolitan Municipality from 2001-2006. Clr Mekgwe was re-elected as the Speaker of Council in 2006. She is presently the Executive Mayor of Ekurhuleni Metropolitan Municipality, after being elected as such in July 2008 – EMM is one of the six metros in country.

Clr Mekgwe is an active member of the ANC Women’s League and a member of Regional Executive Committee of the African National Congress, wherein she serves as the Chairperson after the recent elections from the Regional Conference.

She has been involved in several major projects and Campaigns, such as the renaming of the OR Tambo International Airport, Mayoral Road shows (as per the Public Participation Policy) and the 16 days of activism against women and children abuse (creating awareness of the Domestic Violence Act), of which she is the custodian.

She sits on the SA Cities Network as a board member, also representing Ekurhuleni on the Salga Gauteng Intergovernmental Forum (GIGF) as Gauteng Premier’s Coordinating Forum.

Clr Ntombi Mekgwe holds a Certificate in Municipal Development Programme and a degree in Local Government has done Adult Basic Education and training, Councillor Development Programme, Human Resource Management Diploma. She is currently studying towards a Diploma in Public Management, in addition to many other courses to enhance work that she does. She has also worked for a number of years in the NGO Sector as facilitator where she gained the much needed experience in public sector.

In 2007, she was nominated and won the Award for being the Best Women Councillor in Local Government, within the Gauteng Province and was recognized for her achievement in this category by the Provincial MEC for Local Government.

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