Inside Asian Gaming

inside asian gaming January 2016 12 human resource practices. This is Halo Service – by the company management to the company’s very own employees! It is in complete contrast to some organizations that define employee interaction success as game playing such as sneaky and duplicitous “bait and switch” moves with the quality of the in-house staff meals. Such internal marketing helps to create an omnipresent service culture throughout an organization. STRATEGIC DIVERSIFICATION AND MANAGING CHANGE We hear the government constantly trumpeting the need to diversify the Macau economy but what is further needed is a more competitive strategy and roadmap to implement this goal. Consider our entertainment and leisure approach for example. Macau is home to various cultural events such as the “festival of lights” we saw throughout the city this winter, and a regular program of sporting events repeated each year. Whilst some sporting events like dragon boat races, boxing and Grand Prix have earned global recognition, the wider world population may well not appreciate these wonderful sports. How is diversification to be genuinely achieved in ameaningful and sustainable way? Imagine Macau transforming itself into a global epicenter for service industries. With the competitive advantage of a strong Halo Service culture, Macau could embark upon a twin-pronged approach Cover Story WHAT IS HALO SERVICE? “... an elite form of service that when delivered induces not just satisfaction but emotions such as surprise, fulfilment, joy or inspiration to a potentially addictive extent. Halo Service is characterized by an absolute obsession with the needs of the service recipient and blends the task delivered with the behavior and style of delivery in an engaging, sensitive and authentic manner.” Dr To is a regular speaker at conferences and seminars around the world combining the Halo Service concept with an authentic and strategic diversification strategy. Political and economic agendas must be subordinated to the process of identifying new strategic opportunities to diversify. Consider when Hong Kong was the heart of banking and finance in China, and how Shanghai has emerged so significantly and so quickly, especially given the RMB’s new recognition as a reserve currency member. Within recent memory we can recall that India once commanded the call center market. But over the last five to ten years the Philippines has emerged as a leader in business process