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Our unique approach Service Excellence

Our SERVICE EXCELLENCE METHODOLOGY

Holistic, Integration, Systematic (HIS)

(HIS) Methodology

Holistic

We provide a Holistic Service Framework from the journey of foundation building for service, to sustaining Service Excellence. Our holistic approach means we take into account of supporting systems and interactions when designing any service intervention and training.

Integration

Our method is always about aligning and integrating the new with your current organisational system to improve communication, productivity and effectiveness.

Systematic

We plan and prioritize your interventions systematically, before jumping into action. We advocate crafting a “Service Road Map” before embarking on the Service Excellence journey.

Our Service Excellence Approach

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SERVICE DIAGNOSIS

The Start-Right Approach (SRA) tool is a preliminary understanding of your needs and expectation. SRA will acertain 2 key points: i) The current stage of organisation. ii) Types of Diagnosis needed. Based on SRA, the appropriate Service Diagnosis tool will be used. Based on SRA, the appropriate Service Diagnosis tool will be used.

SERVICE MEASUREMENT

Every project that is targeted to improve Service must be measured. We start with the end in mind, asking what outcome or end result do we want to achieve. We need to align these measure to all strategic direction, planning, people and customer.

SERVICE INTERVENTIONS

We develop organisational capabilities that are aligned to the Business Excellence Framework by Spring Singapore, leading them to Service Class Certification and/or the Singapore Quality Class. We also co-develop customer-focused policy and practices with our clients; leading them to the “CASE-TRUST” accreditation by the Consumer Association of Singapore-CASE.

TRAINING PROGRAMMES

All our training workshops and courses etc. SkillsFuture Singapore (SSG), Workforce Singapore (WSG) and Signature programs are all contextualized to support our consultancy work. In cases where such programs are not available, our forte is in designing customised training to integrate with the consultancy work.

COACHING & RETAINER

Advisors and coaches are valuable resources. We will continue to provide holistic services, provide support when needed to see through the subsequent phases of implementation and integration.