Since 1976, our client who is a leading textbook and stationery retailer to schools, parents and students has grown significantly from a network of 29 to more than 150 schools today. With the changing environment, they also recognized the need to embrace change interventions for long-term sustainability.
Our healthcare client who owns a healthcare chains in Singapore wanted to be the first chain of clinics to join the ranks of S-Class organizations. Having this goal to achieve, they took on the Customer-Centric Initiative (CCI) approach to better up their service excellence.
With digital transformation in place, our client, a listed service provider in customized supply chain management services was curious to find out how their staffs feel about and are adapting this transformational change.
For one to lead effectively, it is becoming increasingly clear that one has to engage both the minds and emotions of those he leads.
Organizations with clear service standards provide direction for employees to work towards. Supervisors have the important role of enabling employees to uphold these standards. Besides, monitoring and communicating performance levels, coaching is essential for raising and maintaining performance standards.