http://www.straitstimes.com/Breaking+News/Singapore/Story/STIStory_426788.html
Blog on service standards
Phase 2 of national drive to raise service standards launched
By Lim Wei Chean
The new Ion Orchard mall is among three companies who have been identified as potential role models for the service industry. -- ST PHOTO: STEPHANIE YEOW
BOUQUETS or brickbats about service standards can now be aired on a new blog dedicated to how Singaporeans are being served - or not.
The website, www.areyoubeingserved.com.sg , is where 10 undercover service professionals will blog about service standards in the establishments they patronise. The blog will also be where online users can share their experiences, review the service they have been given or discuss service in general.
It is an initiative under Gems Up, the second phase of Gems, the national service excellence drive. The acronym stands for Go the Extra Mile for Service. In February, the Government announced that it would put in an additional $100 million to take the four-year-old Gems movement to the next phase.
On Monday, at the launch of Gems Up, Minister in the Prime Minister's Office Lim Swee Say stressed the need for Singapore to become 'cheaper, better and faster' in the new competition landscape that will emerge after the downturn. He said: 'Cheaper competitors will get better, and better competitors will get cheaper.'
Since the launch of Gems, 172,000 workers from 214 companies across four sectors have undergone service training, noted Mr Lim, who is also the labour chief. The effort has made a difference: It pulled Singapore from 26th place in service ranking in the World Economic Forum's Global Competitiveness Report to 10th place last year.
But the leap is not enough for Mr Lim. Calling for good and consistent service, he identified three challenges ahead for the service industry:
•To put serving the customer ahead of pushing sales.
•To cultivate a Singapore brand of service so that establishments big and small are involved in making improvements on a daily basis.
•To strive for that 'big leap' in service - getting more companies involved in the effort and improving at a faster pace.
Three companies have been identified as potential role models for the service industry - the Changi Airport Group, the Sentosa Leisure Group and the new Ion Orchard mall. Mr Lim said that, at the end of the day, he wanted Singapore to be known not only for the Singapore Girl, but also the 'Singapore Smile' brand of service.
Read the full story in Tuesday's edition of The Straits Times
[email protected]
Blog on service standards
Phase 2 of national drive to raise service standards launched
By Lim Wei Chean
The new Ion Orchard mall is among three companies who have been identified as potential role models for the service industry. -- ST PHOTO: STEPHANIE YEOW
BOUQUETS or brickbats about service standards can now be aired on a new blog dedicated to how Singaporeans are being served - or not.
The website, www.areyoubeingserved.com.sg , is where 10 undercover service professionals will blog about service standards in the establishments they patronise. The blog will also be where online users can share their experiences, review the service they have been given or discuss service in general.
It is an initiative under Gems Up, the second phase of Gems, the national service excellence drive. The acronym stands for Go the Extra Mile for Service. In February, the Government announced that it would put in an additional $100 million to take the four-year-old Gems movement to the next phase.
On Monday, at the launch of Gems Up, Minister in the Prime Minister's Office Lim Swee Say stressed the need for Singapore to become 'cheaper, better and faster' in the new competition landscape that will emerge after the downturn. He said: 'Cheaper competitors will get better, and better competitors will get cheaper.'
Since the launch of Gems, 172,000 workers from 214 companies across four sectors have undergone service training, noted Mr Lim, who is also the labour chief. The effort has made a difference: It pulled Singapore from 26th place in service ranking in the World Economic Forum's Global Competitiveness Report to 10th place last year.
But the leap is not enough for Mr Lim. Calling for good and consistent service, he identified three challenges ahead for the service industry:
•To put serving the customer ahead of pushing sales.
•To cultivate a Singapore brand of service so that establishments big and small are involved in making improvements on a daily basis.
•To strive for that 'big leap' in service - getting more companies involved in the effort and improving at a faster pace.
Three companies have been identified as potential role models for the service industry - the Changi Airport Group, the Sentosa Leisure Group and the new Ion Orchard mall. Mr Lim said that, at the end of the day, he wanted Singapore to be known not only for the Singapore Girl, but also the 'Singapore Smile' brand of service.
Read the full story in Tuesday's edition of The Straits Times
[email protected]
