Page 35 - TA2022-Souvenir

Bronze Award

“Stay Curious and Be Empathetic” - Design Thinking Programme Special Award
CLP Power Hong Kong Limited Excellence in Cultural Change

About CLP Power
CLP Power Hong Kong Limited (CLP Power) has been serving Hong Kong for over 120 years. It operates a vertically integrated electricity supply business
in Hong Kong, and provides a highly reliable supply of electricity and excellent customer service to more than six million people in its supply area.
Business Challenges
To stay aligned with the changing business environment, CLP Power is committed to customer excellence, and has focused its efforts in the areas of
innovation and new technologies to build the capabilities of its workforce. In 2019, CLP Power established a Design Thinking Programme to upskill its
staff from strategy to execution, to foster the people-centric innovation culture and to stay competitive in the market, offering innovative products and
services and be pioneer in the industry.

Programme Objectives and Design
To cultivate the people-centric innovation culture and agile mindsets, CLP Power introduced Design Thinking as a creative problem-solving approach.
Design Thinking is both a toolset and a mindset to help employees
• identify pain points from the perspectives of customers or employees
• rethink, refine and even redesign the current processes
• derive more human-centric solutions through the development of prototypes and iterative tests
Upskill the entire workforce with Design Thinking
The training programme is composed of 4 levels of trainings: basic exposure, induction course, in-depth training, and management programme. Staff are
invited to attend the appropriate training based on their job natures.
Since the programme launch, over 4,000 employees have completed the training to acquire the necessary basic skills. Advanced hands-on trainings were
provided to those who have been nominated to lead or participate in innovation projects.
Recognize the achievement of staff with badging pathway
To encourage continuous advancement, a 5-tier badging pathway: “Apprentice”, “Practitioner”, “Assistant Coach”, “Coach” and “Fellow”, was designed and
implemented to recognize the Design Thinking learning and project achievement of the staff.
On the other hand, a “CLP Design Thinkers Community” was established, to encourage employees to share their learnings, project experience, and
inspiration, to flourish a mutual learning culture.
Measurement, Impact and Commitment
In the past 4 years,
• over 4,000 staff were trained with basic exposure to coaching skills
• nearly 600 of them were accredited with Design Thinking badges, with project achievements well recognized and communicated both internally and
externally
• significant cost saving and cost avoidance were achieved
• customer and employee experiences, brand improvement and risk mitigation were greatly enhanced with solid survey results
Human-centred innovation culture was enhanced substantially. It uplifted the cost effectiveness of business planning and execution enormously with
much less rework.

The Design Thinking Programme is committed to value diversity and inclusion, including equity, gender, age, disability, marital status, staff type, as ways
to unlock innovation. CLP Power embraces the diversity of employee thinking and voices, balance of gender, to foster an inclusive workplace, where its
staff can be their best values.

Comments from Adjudicators
The Design Thinking Programme was very well-designed and structured. With strong involvement and support from senior management of CLP Power, it
bred a culture of innovation and cultivated design thinking mindsets amongst all levels of employees within a traditional company.
The excellent use of data dashboard to monitor the progress was commendable; and the creative badging experience to incentify and showcase
individuals’ performances resulted in greater employee engagement.

All in all, it was a robust programme where training outcomes were remarkable with both qualitative and quantitative objectives achieved; effectively
enhanced individuals’ problem-solving skills; and fostered corporate long-term growth.

AWARD FOR EXCELLENCE IN TRAINING AND DEVELOPMENT 2021 33
AWARD FOR EXCELLENCE IN TRAINING AND DEVELOPMENT 2022

10/20/2022 2:47:33 PM
Dinner Souvenir Prog 2022.indd 33
Dinner Souvenir Prog 2022.indd 33 10/20/2022 2:47:33 PM