Holistic Service Excellence | Leadership | Strategy | Process | People | Measurement
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:
- To create the Strategic Service Intent(SSI) – The Customer Experience;
- Achieve the Singapore Quality Award; and The People Developer Award
- Attain the Singapore Service Class (S-Class)
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.
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:
- 1999 – PSA Corporation (PSA)
- 2002 – Singapore Police Force (SPF)
- 2003 – Civil Aviation Authority of Singapore (CAAS)
- 2005 – Singapore Civil Defence Force (SCDF)
- 2006 – Singapore Prisons Service (SPS)
- 2007 – Public Utilities Board (PUB)
- 2009 – Land Transport Authority (LTA)
- 2010 – Ministry of Manpower (MoM)
- 2011 – Raffles Instituition (RI)
If you would like to embark on the SQA journey, please contact us.
Business Excellence Certifications
Organisations that attain commendable levels of performance in health checks based on the business excellence standards are recognised with business excellence certifications, valid for a three-year period.
The People Developer (PD) Certification
People Developer (PD) is the certification for the business excellence niche standard for people. The niche standard provides organisations with a total approach to managing people and achieving high performance through people systems. It covers five dimensions of excellence, namely, Leadership, Planning, Information, People and Results. In order to attain the PD certification, organisations must attain at least 400 points in the healthcheck.
We will assist you to achieve the certification 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
- Be nationally recognised as a dynamic and nurturing organisation
If you would like to achieve the People Developer, 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 applies a holistic, structured and systematic approach towards the roll-out or provision of service.
Service Class (S-Class) is the certification for the business excellence niche standard for service. The niche standard enables organisations to develop their service capabilities to enhance service leadership, service agility, customer delight and customer experience. It covers six dimensions of excellence, namely, Leadership, Planning, Information, People, Customer and Results. In order to attain the S-Class, organisations must attain at least 400 points in the healthcheck.
If you would like to embark on the Service Excellence Journey, please contact us.
The Singapore Innovation Class (I-Class)
Innovation can help you discover what opportunities exist now, or are likely to emerge in the future. It will help your organisation stay ahead of your competition as markets, technologies or trends shift. Innovation is not only about designing a new product or service to sell, but can also focus on constantly innovating and improving existing business processes and practices to obtain a commercial advantage especially in saturated or rapidly shifting markets.
Innovation Class (I-Class) is the certification for the business excellence niche standard for innovation. The niche standard enables organisations to develop their innovation management capabilities. It covers six dimensions of excellence, namely, Leadership, Planning, Information, People, Processes and Results. In order to attain the I-Class, organisations must attain at least 400 points in the healthcheck.
If you would like to acquire competencies for managing and sustaining innovation to attain I-Class, please contact us.