SMU LKC SOB Year Book 2019-2020

The Institute of Service Excellence (ISE) has been helping Singapore’s fashion retailers and food and beverage operators to measure and benchmark their customers’ satisfaction levels dynamically and in a data-driven fashion using an innovative data collection and management tool called the SME Analytics Platform (SMEAP). In 2019, ISE engaged with 74 firms representing 85 brands using SMEAP. The platform helps firms understand the i r cus tome r sat i s fac t i on performance, benchmark it against sector averages and competitors, identify attributes with the most impact on customer satisfaction, evaluate how to prioritise resources and compare performance across stores. In addition to offering this tool to the commercial world, the institute has also been helping companies upskill its managers. It introduced the ISE Service Excellence Programme Suite in 2017, the only such dedicated suite of executive-level short courses in Singapore. Consisting of a current range of 18 specially curated short courses that promote a culture of excellence, the suite’s modules focus on imparting the most relevant knowledge, skills and tools to service-oriented professionals so that they can positively impact customer and stakeholder experiences. They include creativity and innovation modules, data-driven modules, leadership and management modules, and operations and processes modules. Completing this comprehensive programme will enable participants to better address pertinent issues, and ultimately make viable business decisions, while putting customers at the centre. The Service Excellence Programme Suite is part of the institute’s mission of training and upskilling people towards service excellence. In 2019, ISE’s Continuing Education and Training workshops and executive education sessions reached out to more than 500 trainees from 170 organisations, of which 60 percent were SMEs. Meanwhile, the institute continued producing the Customer Satisfaction Index of Singapore (CSISG), a quarterly and annual survey of service levels. In 2019, it assessed the service standards of 173 companies from eight industry sectors and 28 sub-sectors. PROMOTING SERVICE EXCELLENCE THROUGH ANALYTICS AND EDUCATION “ Completing this comprehensive programme will enable participants to better address pertinent issues, and ultimately make viable business decisions, while putting customers at the centre. ” SMU LKCSB YEAR IN REVIEW 58