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The SQ Strategy element encompasses the entire process of
setting the organisation’s customer service direction
and implementing a supporting service strategy. Service strategy
planning determines an organisation’s service intent
and desired future state. It installs supporting strategies
and business plans to realise the strategic goals. Similar
to the critical role that customer satisfaction plays in determining
an organisation's success; the strategic service intent is
integral to its overall corporate strategy.
The
strategic element also addresses the methodologies for communicating
and disseminating the strategy message to all members of the
organisation.
We will assist you:
The Strategic Service Intent – The Customer Experience
Creating the Customer Experience denotes cascading a culture that continually creates differentiating experiences for your customers – the Service Intent. This culture must be understood and embraced
throughout your organisation. We will assist you with action plans and resource decisions to support implementation.
We will assist you to achieve performance measurements aligned to the strategy that will help identify support strategic objectives.
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The Singapore Quality Award (SQA)
Launched in 1994, the Singapore Quality Award aimed to build a pool of world-class organisations that will serve as key drivers
of economic growth so as to enhance Singapore's competitiveness. It is the highest accolade given to organisations for business
excellence.
With our expertise and pool of professionals, we will be able to provide you the breath and depth of SQA consulting on the various criteria and help you achieve the Award.
We are privileged and honoured to have partnered and guided the following organisations to achieve the SQA:
- The PSA Corporation (PSA) – 1999
- The Singapore Police Force (SPF) – 2002.
- The Civil Aviation Authority of Singapore (CAAS) - 2003.
- The Singapore Civil Defence Force (SCDF) - 2005
- Singapore Prisons Service - 2006
- Public Utilities Board (PUB) - 2007
- Land Transport Authority (LTA) - 2009
If you would like to embark on the SQA journey, please contact us.
The People Developer Award (PDA)
The People Developer is a quality standard that gives recognition
to organisations that invest in their people and have a comprehensive
system for developing their staff.Would
you like to have a people developer system in place? The People
Developer Scheme will help you to attain a standard that has
been field-tested with over 55 organisations and when you
have achieved the standard with us, you will be bestowed with
the Award. Or, if you already have an effective system to
develop your people assets and would like your efforts to
be recognised, we can help you to achieve the recognition
through The People Developer Award.
We will assist you to achieve the Award through:
- A review your human resource practices
- Adopt a structured approach to staff development
Improve the effectiveness of your training efforts
- Achieve better business results
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Be nationally recognised as a dynamic and nurturing organisation
If you would like to achieve the People Developer Award, please contact us.
The Singapore Service Class (S-Class)
“Cut Waste”, “no
increase in establishment”, “increasing customer demands”,
“cost recovery measures”, “innovative solutions” with no
compromise to the service levels all seem to be tall
challenges for us who are service providers, whether in the
public or private sector. We ask, “How might we address these
challenges and still be able to delight our
customers?”
One approach
towards this is to address holistically in a structured and
systematic manner the roll-out or provision of
service.The Singapore
Service Class Programme, launched by SPRING
Singapore earlier this
year, includes an initiative to provide organisations with a
framework to achieve and sustain service excellence. Based on
extensive international research, expert consultation and
field tests with leading organisations, the Service Excellence
framework offers a holistic approach to attaining exceptional
standards of service that can be applied to any organisation,
regardless of industry, sector or size.With our team of
qualified consultants, we will deliver and share a rich source
of industrial and management experiences to help you attain
the S-Class.
If you would like to embark on the Service Excellence Journey, please contact us.
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