8.00 am    -  9.00 am	Registration
9.15 am    -  9.30 am	Welcome Address By YBhg. Dato' Sharifah Mohd. Ismial
	President of Institute of Marketing Malaysia
9.30 am  -  10.00 am	Keynote Address - “Every Business Is A Services Business” - by Mr. Hermawan Kartajaya President World Marketing Association k
10.00 am    -  10.30 am	Prof. Christopher Lovelock – Session I - Key Success Factors in Services
	Q&A
10.30 am  -  11.00 am	Morning Break
11.00 am  -  1.00 pm	Prof. Christopher Lovelock - Session II - Strategies to Increase Customer Satisfaction and Company Profit
	Q&A
1.00 pm    -  2.00 pm	Lunch Break
2.00 pm    -  3.30 pm	Prof. Christopher Lovelock – Session III - Building Service Culture and Planning the Execution
	Q&A
3.30 pm    -  4.00 pm	Afternoon Break
4.00 pm    -  5.00 pm	Prof. Christopher Lovelock – Session IV - Putting It All together : Achieving Marketplace Success Using Service
	Q&A
	Closing Ceremony End of Programme
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5.00 pm    -  6.00 pm	Book Signing (for seminar participants only)