Singapore Takes A Whole Company Approach Towards Service Excellence
First Continuing Education and Training (CET) centre for Service Excellence WSQ to offer innovative service training and whole company approach towards service excellence.
The Service Quality (SQ) Centre is the first Continuing Education & Training (CET) centre to offer Service Excellence WSQ training for all employment levels in an organisation, from entry level to top management, and a whole company approach towards service excellence. It is part of a continuous effort to develop workforce and organisations, and transform capabilities.
New and innovative training facilities will enable trainees to learn service skills in a fun and creative environment. The CET centre offers Service Excellence WSQ training for all employment levels in an organisation, from entry level to top management; a whole company approach towards service excellence.
Appointed by WDA, Service Quality (SQ) Centre is the first Continuing Education and Training (CET) centre to deliver the Service Excellence Workforce Skills Qualifications (WSQ) training. Its new premises at the Singapore Post Centre at Paya Lebar, officially opened by Minister of State for Manpower and Trade and Industry Mr Lee Yi Shyan today, offers a complete suite of the Service Excellence WSQ training programmes designed to equip management and staff at every level in an organisation with the necessary service mindset, knowledge and skills to deliver service excellence.
The training will also be accessible to walk-in employed workers keen to upgrade their service skills and unemployed individuals who are interested to embark on a service career.
“The setting up of the new training facility at Service Quality Centre is part of WDA’s continuous effort under the “GEMS Up” umbrella initiative to develop the workforce and rganisations, and transform their service capabilities. The new set-up will enable SQ Centre to employ innovative approaches to Service Excellence WSQ training, which are designed to raise the capability of individuals, teams and organisations to deliver service excellence.
For organisations embarking on service excellence, it is important that this starts from the top management and permeates every level of the organisation. And this is the reason why the Service Excellence WSQ, which is developed in consultation with industry partners and aligned to SPRING Singapore’s service model for business excellence, places strong emphasis on managerial level training,” said Mr Chan Heng Kee, Chief Executive of the Singapore Workforce
Development Agency (WDA). Examples of managerial level training which will be offered includes “Lead A Customer Focused Organisation”, which is about the development and communication of a customer focused vision, mission and values and culture; and “Interpret and Analyse Customer Intelligence”, which focuses on the analysis and application of customer intelligence to service procedures, service innovation and marketing.
Referring to its new onsite training facilities, Mr Nolan Tan, Chief Executive of Service Quality (SQ) Centre, said “Our investment in the new Centre is in anticipation of greater demand for experiential learning rather than the standard classroom based learning that is widely available in the market. SQ Centre has created a winning formula that enhances experiential learning with the use of modern technology and visuals. The development of our Service Theatre, Discovery Deck and Connection Point training facilities is the culmination of experience gleaned from several years as an experiential training provider.”
As a CET centre, SQ Centre’s key focus is to provide learning in the truly experiential and innovative sense. Each of the training rooms takes experiential learning to the next level. For example, the Service Theatre provides a truly interactive learning environment where different customer types and service scenarios can be simulated and presented to the learners through life-size visual video graphics, making their learning journey more realistic, enjoyable and fascinating. The Games Room allows participants to refresh their knowledge based on what they have learnt through game-style learning activities where the host will pose questions and participants will compete to be the first to answer. The entire centre also deploys intriguing and colourful graphic treatments in all its classrooms aimed at stimulating creative thinking and learning.
“Given the ever–changing economic conditions, service excellence is more important than ever for business seeking to grow and succeed. Training for appropriate mindset development and effective skills is an integral component towards success in the service excellence journey. The Service Excellence WSQ is designed with this in mind. To meet the training needs of managers and leaders in organisation, we also have service excellence training targeted at management level which include Lead A Customer Focused Organisation and Manage Service Operations,” said Mr Nolan Tan, Chief Executive of SQ Centre at the launch.
Meritus Mandarin Singapore is one company that has embarked on this win-win move by adopting a whole company approach through Service Excellence WSQ training. To date, the hotel has trained more than 300 staff from managerial, supervisory and operational levels through Service Excellence WSQ.
“The integration of Service Excellence WSQ programmes into our training plan was timely as it helped to reinforce to our staff our emphasis on delivering service with the Asian Grace, Warmth and Care”, said Ms Kwa Kim Hwa, Director, Learning & Development, Meritus Mandarin Singapore on the importance of sending the whole company for Service Excellence WSQ training.
“The Manage Service Operations WSQ training instilled relevant management concepts and principles in the context of our hotel while the Lead A Service Team WSQ training brought home and equipped team leaders with knowledge, skills and ideas on how to better lead their teams. As such, our supervisory staff completed the Service Excellence WSQ programmes which enabled them to “walk the talk” as leaders of the team and to apply the learnt behaviours at the work place. For us, striving for service excellence at our hotel means all our staff need to be trained in the concept of service excellence, to develop an understanding of our guests’ needs and how we can best help them feel welcome and at home when they stay with us. Learning the concept of service excellence is not sufficient, we also need to work together as a team and company to deliver that seamless service,” added Ms Kwa Kim Hwa, Director, Learning & Development, Meritus Mandarin Singapore.
To date, over 11,000 trainees have graduated from Service Excellence WSQ training at SQ Centre. Close to 260 companies have sent their staff for Service Excellence WSQ training. These companies include Singapore Pools, CityCab, SP Power Grid, Marina Mandarin, Light Image Holdings Pte Ltd, Poon Resources (Coffee & Toast), Delifrance, Meritus Mandarin, Metro and SATS. Meritus Mandarin, Metro and SATS are also recent Excellent Service Award (EXSA) 2009 winners.
Topics: business, CET, Continuing Education & Training, customer service, economic development, Economy, employment, Governance, innovation, jobs, Lead A Customer Focused Organisation, service excellence, Service Excellence Workforce Skills Qualifications, Service Quality Centre, Singapore, skills, SQ, training, WSQ
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