EDUCATION

	Master of Arts in Education and Human Development (HRD), George Washington University, 2003
	Graduate Diploma in Personnel Management, Singapore Institute of Management, 1991
	Bachelors of Arts (Social Sciences), University of Singapore, 1980

	Singapore Innovation Class Assessor, 2004
	Senior Singapore Quality Award Assessor (Green Jacket), 1996-2003
	ASTD Certificate in Human Performance Improvement, 2003
	Certified “Knowbrainer” Creativity Toolkit Facilitator, 2001
	NTL Professional Certificate in Change Management, 2000
	Certified SIMPLEX Creative Problem Solving Facilitator, 2000
	Certified Myers-Briggs Type Indicator (MBTI) Administrator, 1995
	Master Trainer, Singapore Super Host Program, 1995

Caleb Chua has extensive experience in the areas of organizational development, change management, service strategy development and the design and delivery of customized training for organizations. He has also spoken at many large corporate events and retreats on diverse topics ranging from change management, innovation, communication, service and passion at the workplace.

He was one of the pioneer members in the Service Quality Centre and was directly involved in the initial program design and implementation of the highly successful Service Quality Training Program (SQTP) which has impacted more than 500,000 service providers in Singapore and worldwide.

As Director for Business and Product Development , Caleb has personally designed and delivered several major programs for SQ Centre. This includes the very popular Service Skills for Frontline Employees program, Influencing for Results , The Art of Service Recovery , Say Hello To Service , and a suite of programs focused on Innovation called “The Innovation Journey” series. As Master Trainer for these programs he has trained and coached many of SQ Center's facilitators and trainers.

He has also designed and delivered major training curriculums for leading organizations such as Singapore Airline's “Transforming Customer Service” program ; which was rolled-out worldwide through SIA's entire network, Shangri-la Hotel's “Shang Care 3” program, which was also rolled-out for the Hotel's entire chain in the Asia Pacific region and PSA's “Customer First Program” which was delivered to more than 7000 port employees.

Caleb is a Senior Singapore Quality Award Assessor and was conferred the “Green Jacket” status in 2000 by SPRING Singapore . As Senior Assessor, Caleb was the team leader for many of the applicants who had submitted their SQA application at the national level and was also the trainer for national assessors appointed by SPRING Singapore .

Caleb has consulted for 3 SQA winners and was the main SQA consultant for the Institute of Technical Education (ITE) and the Civil Aviation Authority of Singapore (CAAS) which were SQA Winners in 2005 and 2003 respectively. At the same time, he was also the team leader which led the assessment for 3M, which also emerged a winner in 2003. In 1997/8, he was also principal consultant for PSA which won the Singapore Quality Award in 1998.

Besides these organizations, Caleb has provided consulting services for other organizations such as Raffles Hotel, Exel Singapore Pte Ltd, Hartford Business School , the Supreme Court, Ministry of the Environment, MPA, CPF, MOE, URA, Singapore Prison Service in their organizational excellence journey using the SQA model. During his eight years as a national assessor, he has assessed organizations such as Citibank; Sony Display Devices, Temasek Polytechnic, National University Hospital , Sanden and others.

His other main consulting work is in the area of service strategy development; the development of organizational vision, mission and core values and organizational culture. His clients include organizations such as Maersk Sealand, Max Factor in Japan, Costa Cruise in Italy, Shang-rila Hotel in Hong Kong, the Civil Aviation Authority in Vietnam , Motorola, NOKIA, Singapore Airlines, MHE Dematic, Overseas Union Bank, Singapore General Hospital, the PSA Corporation, Prudential, ST Assembly and Starhub amongst others.

He is an entertaining speaker and has received great reviews at major conferences and seminars organized by AIC, IQPC and the Singapore Retail Association . He has also addressed large audiences of more than a 1000 at such corporate events as the Singapore Police Force Quality Seminar, Maybank's Worldwide Management Conference and other platforms.

Caleb is also a Master Trainer with the STB/Amex sponsored Super Host Singapore Program , a national program designed in conjunction with the Canadian Tourism Board to train “Super hosts” for the tourism sector. He was selected from a pool of expert facilitators and trainers, invited by STB and was equipped in Victoria ; Canada for the roll-out of the program in 1995.

He has more than 10 years experience in various aspects of customer handling and operations management whilst with Singapore 's premier ground handling agent, Singapore Airport Terminal Services . He was also the head of training and personnel for SATS Apron Services, a major subsidiary of Singapore Airlines.

EDUCATION

	Diploma, Mechanical Engineering, Ngee Ann Polytechnic, Singapore
	B.Sc (Hons), Economics, University of London , UK
	MA, Management & Organizational Learning, Lancaster University , UK

Innovation-Class Assessor, Spring Singapore

Edmund is a HRD Consultant and trainer/facilitator with the Right Change. He has delivered and facilitated many corporate training programs focusing on service, supervisory skills, teambuilding and corporate culture.

Edmund spent more than five years with Service Quality (SQ) Centre. As a trainer/facilitator in SQ Centre he has facilitated Service Mindset programs, Service Skills programs, Team-building programs and other customized programs developed for specific organizational needs. As a facilitator, Edmund is at ease conducting programs for all levels of staff and management and is able to provide strong linkages and different perspectives to learning and the needs of the organisation.

As a senior manager and consultant in the Business Consulting team, he has worked closely with various public sector organizations, namely, Ministry of Education, Singapore Police Force, SMRT, Singapore National Eye Centre, etc. as well as prominent private sector companies, such as ST Chartered Semiconductor, Datacraft, Microsoft, MTV and JP Morgan.

After SQ Centre, he joined DBS Bank as an Associate-2 / Trainer. His contributions included organizing the service quality aspects of retail banking within Singapore and the region. He was primarily involved in customer service related projects such as, incorporating Service Standards, implementing Mystery Shopping exercises, and cascading Service Values. At DBS, Edmund received certification for facilitating FORUM Corporation training programs.

He brings with him 20 years of accumulated experience in such diverse industries as tourism, hospitality and manufacturing.

EDUCATION

	Diploma, Training and Development Management, Singapore Institute of Management
	BA (Social Sciences); National University of Singapore .
	MA (Education and Human Development) ; George Washington University

May Lee is a dynamic, inspirational trainer and coach who facilitates in areas relating to service quality, team and leadership development. She designs and conducts training development programmes that help clients achieve their business goals. She helps clients nurture and refine the softer skills of people motivation and development, tapping on more than 15 years of experience in the education and people development industry.

May Lee previously worked as a coach with a consultancy firm in leadership development. She helped clients implement 360-degree feedback development programmes and had coached middle to senior management in leadership development and conducted workshops on coaching and becoming more effective leaders. Clients that she coached included staff from Housing and Development Board, Ministry of Health and Singapore Police Force.

She also brought with her extensive experience in training and development, helping clients to identify and implement interventions so as to enhance service and team performance. She has worked with clients in both public and private sectors including the Civil Aviation Authority of Singapore, Housing and Development Board, Prudential Assurance, Hewlett Packard and Singapore General Hospital . Her role as a facilitator had her conducting training for front-liners throughout the region for clients including Singapore Airlines.