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What Unbridled FTrashisation Has Done to Sg's Service Standard?!

makapaaa

Alfrescian (Inf)
Asset
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xpect the PAPee TRAITORS to put the blame on Sporns, just like what they did for Peesai's productivity falling off the cliff! If Sporns still REFUSE TO VOTE OUT the PAPee TRAITORS, Peesai Will DIE!



Published March 2, 2010
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Poor customer service threatens S'pore brand
Forum agrees that excellent service is driven from the top

By UMA SHANKARI
LOW levels of customer satisfaction in the service sectors here are very worrying for Singapore, said top executives at a forum yesterday.

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</TD></TR><TR><TD bgColor=#fffff1><TABLE border=0 cellSpacing=0 cellPadding=0 width=124 align=center><TBODY><TR><TD vAlign=top>'The CEO and top management must totally be committed and take full charge to make the improvement.'
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- CapitaLand's Mr Liew​
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</TD></TR></TBODY></TABLE>'If the service sector continues to decline this way, it will affect the competitiveness of Singapore as a global city,' said CapitaLand chief executive Liew Mun Leong.
'If unabated, we will lose to cities like Hong Kong, Tokyo and Shanghai as competing global cities in Asia.'
Mr Liew was delivering the keynote address at a CEO forum organised by the Institute of Service Excellence at the Singapore Management University (Ises).
In his speech, Mr Liew pointed out that Singapore had placed ninth - out of 10 countries - for the last three years when the customer satisfaction indices of all the countries were compared. Singapore's national score for the 2009 Customer Satisfaction Index of Singapore - which is compiled by Ises - rose to 68 (out of a possible 100) across eight key economic sectors, up from 67.8 in 2008.
But improvements in customer satisfaction were seen for only two sectors: finance & insurance and health care.
The overall score went up despite poor performances from other sectors as the finance sector was heavily weighted.
Said Ray Ferguson, regional chief executive of Standard Chartered Bank: 'If Singapore does not begin to move on, I think it is going to fundamentally damage the brand that we have.'
Speakers at the forum generally agreed that CEOs should take the lead when it comes to giving customers service excellence.
'In my view, the CEO must ultimately be responsible for service excellence in the company,' Mr Liew said. 'The CEO and top management must totally be committed and take full charge to make the improvement.'
Mr Ferguson agreed that change should begin at the top. But he added that CEOs need data to work with so that the company's processes can be evaluated and investments can be channelled in the right direction.
Ong Ye Kung, assistant secretary-general of the National Trades Union Congress, said that there was broad agreement that the responsibility for service excellence lies with top management.
But often, the message does not translate all the way to the front-end staff, he said.
'It is about building institutional capability and this will take some patience.'
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