Looking for a Customer-Centric Initiative (CCI) and PMC Consultant to Assist Your Organization In Singapore?
How We Can Assist You Immediately
1. Assist you to defray costs (up to 50%) in Creating Your Organization’s World Class Culture Of Service Excellence.
2. Consult you to resolve your organization’s biggest Service challenges. We refer to our Creating A World Class Culture of Service Excellence Framework.
3. Assist in Measuring Your Customer’s Experience through both traditional and Social Media technologies. Utilize our Rate Your Experience technology to get real-time quantitative and qualitative feedback from Real Customers and integrating other inputs from Social Media channels.
4. Analyse the Measuring Your Customer’s Experience results based on the 5 Dimensions Of Service and create fully customized initiatives/trainings/programs to further accentuate the strengths and improve on the weaknesses.
5. Execute the initiatives/trainings/programs together with your organization and Re-measure Your Customer’s Experience again so that you have a “Return On Investment” (ROI) to benchmark against.
6. Be a One-Stop Place to assist you from Strategy to Execution and Measuring of ROI on your investments, saving you valuable time and resources.
So…Contact us immediately to kickstart your CCI journey now!
Overview of Customer-Centric Initiative (CCI)
The Customer-Centric Initiative (CCI) aims to encourage companies to be committed to service excellence and to take the lead in raising service standards in their industry. Led by SPRING, the National Trades Union Congress, the Singapore Workforce Development Agency, the Singapore Tourism Board and the Institute of Service Excellence at SMU, the CCI offers an assistance package to assist Singapore-based companies in upgrading service standards.
The CCI assistance package covers up to 50% of eligible costs for companies in the following industries:
1) Retail
2) F&B
3) Land Transport
4) Healthcare
5) Hospitality
Funding is decided on a case-by-case basis. Typically, CCI will fund up to 50% of the qualifying costs.
Qualifying costs include:
- professional services or consultancy fees
- service audit costs
- manpower costs related to the CCI project
- service-related study trips, conferences and exchange programmes
- Workforce Skills Qualification (WSQ) training for employees (funding from the Singapore Workforce Development Agency)
Criteria
You can apply for the CCI if your company meets these criteria :
- Project should involve the introduction of new service standards or lead to an improvement in one of the following areas :
- Service leadership
- Service agility
- Customer experience
- Project should lead to specific and quantifiable outcomes that will upgrade the industry to be among the best-in-class internationally
- You must be willing to share the results with other industry counterparts at cross-learning platforms
- You should provide service excellence roadmap/plan, past projects done and indicate where they are now
- Project must not have commenced at the time of application
Examples of service improvements plans include :
- Service audits
- Development of service strategy, service promise, service blueprints, service standards and service measures
Redesign of service processes
- Singapore Service Class Consultancy
Benefits of CCI
Organizations that embarked on CCI have benefited in the following ways:
1. Redefined Service Mindset: A holistic approach to improve Service, specifically in Service Leadership, Service Agility, Customer Experience & Customer Delight
2. Establish a Common Service Language: This results in alignment and congruency throughout the organization in delivering exceptional service.
3. Gain customers’ insights: Customer feedback (solicited and unsolicited) were used in guiding daily business decisions.
4. Strengthen teamwork: Staff from all levels sought to pursue a common goal in ensuring service improvements
5. Transfer of Mind Sets, Skill Sets and Business Sets: The Singapore Service Academy has established the Creating A World Class Culture of Service Excellence Framework. This holistic framework assists organizations to culturalize top-down and inside-out to become a World Class Service Excellence Organization.
Your Chief Consultant and Facilitator
Who is Manoj Sharma?
Manoj Sharma is the Founder and Chief Facilitator of the Singapore Service Academy. Over the last 10 years, Mr. Sharma has paid special attention to how Top Notch Organizations Create World Class Cultures of Service Excellence.
He has synthesized the key learnings and best practices of these World Class Service organizations and developed a Culture of Service Excellence framework which is being adopted by some of the most forward looking companies around.
He has been invited by numerous Ministries, Statutory Boards, Organs of State and MNCs to assist them Create a World Class Culture of Service Excellence and is slowly and surely making an impact in the appreciation of Service both in Singapore and globally.
To date, Mr. Sharma has extensively worked with tier one organizations and leaders from various industries, across Asia, Europe, Oceania, The Americas and The Middle East. As such he brings with him a truly global perspective with an intimate appreciation of local challenges.
How Many People Has Manoj Sharma Worked With?
To date Manoj has worked with more than 80,000 individuals globally, from senior leaders onwards, across diverse industries and has professionally coached more than 700 people.
Contact us immediately to kickstart your CCI journey now!
