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.
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.
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.
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.
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.