Success Stories
Success Stories
Improve Productivity for Sustainability
In the Social Service Sector, productivity is about reducing time spent on indirect work, and optimizing time for direct work.
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From Raising Service Standards to Building A Service Culture
Our client decided on a 10-year service transformation journey that began with raising customer service standards across all service touchpoints, to building a service innovation culture.
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Improving Productivity With Technology
A residential home for the disabled was looking at further understanding where they could improve their productivity through their current processes.
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A “Mission Transformation” Journey: Living Out Legacies Anew
Wouldn’t it be great if the rich history, culture and values can be encapsulated into the daily professional behaviors of all the staff? With this objective in mind, we began the “Mission Transformation” journey with our client.
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Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication
Mystery audit results showed that service recovery process was tedious, and customers were confused by the differing exchange policy articulated by the staff. Our team were brought in to redesign a better service recovery process.
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Living Out A Vision Through Service Alignment
The environment is fast changing, market forces are dynamic and competition is intense, our client recognized the needs to quickly move to a desired state of their business vision. To reach this, they need perseverance, commitment and alignment in all their resources; plus, new insights to craft their service vision.
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Embarking On A Process Improvement Quest
A Social Service client was on a quest for a process improvement, and their aim was to streamline part of their trust processes in order that they could apply the learning to their other processes.
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Towards Better Skills Alignment: Building People Capabilities
After a successful M & A in Singapore, our client wanted to ensure that all their staff was on the same competency-levels to achieve business objectives. Hence, they embarked on a journey that involved several hundred staff to identify the inter-functional and functional competencies of each staff within departments.
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Building a Customer-Centric Culture
Since 1976, our client who is a leading textbook and stationery retailer to schools, parents and students has grown significantly from a network of 29 to more than 150 schools today. With the changing environment, they also recognized the need to embrace change interventions for long-term sustainability.
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Journey to Service Excellence: Taking A Bold Step To Join S-Class
Our healthcare client who owns a healthcare chains in Singapore wanted to be the first chain of clinics to join the ranks of S-Class organizations. Having this goal to achieve, they took on the Customer-Centric Initiative (CCI) approach to better up their service excellence.
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Maximizing Mileage In Digital Transformation
With digital transformation in place, our client, a listed service provider in customized supply chain management services was curious to find out how their staffs feel about and are adapting this transformational change.
read moreImprove Productivity for Sustainability
In the Social Service Sector, productivity is about reducing time spent on indirect work, and optimizing time for direct work.
read moreFrom Raising Service Standards to Building A Service Culture
Our client decided on a 10-year service transformation journey that began with raising customer service standards across all service touchpoints, to building a service innovation culture.
read moreImproving Productivity With Technology
A residential home for the disabled was looking at further understanding where they could improve their productivity through their current processes.
read more