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Service Quality Management System

Programme Leader:
Mr Leong Siew Loong

This is a critical system in any organsiationís operations that gives a reason and meaning for itís existence.

These are the key elements of a winning Service Quality Management programme:

  • Customer Value Stream, Brand Promise and Service Standards Pre-requisites

  • Service Model, Culture and Mindset Building

  • Deliberate and Opportunistic Service Strategies

  • Hassle-Free Processes for Customer Delivery and Internal Support

  • Service Staff Selection, Care & Retention Policies

  • Lean Organizational Structure for efficient Execution and Ownership

  • High-Visibility Management Tools for Close-loop Service Tracking

  • Empowered but Cost-effective Service Recovery Procedures