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"Raising Service Standards in Singapore"
by Caroline Lim & Marcus Lee
Speakers:
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Caroline Lim
Director
Institute of Service Excellence at SMU |
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Marcus Lee
Academic Director
Institute of Service Excellence at SMU |
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Date:
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25 January 2013 (Friday) |
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Venue:
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Seminar Room 2.4,
School of Information Systems |
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Programme:
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6.30 pm - 7.00 pm Registration |
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7.00 pm - 8.00 pm Seminar Delivery |
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8.00 pm - 8.30 pm Q&A |
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8.30 pm Refreshments |
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Registration:
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Please register on line.
For External Visitors, please
Register Here |
Synopsis
Services are everywhere and services are important. The services sector dominates the gross domestic product (GDP) of most developed countries. In Singapore, activities from services account for approximately three quarters of our GDP. Increasingly, product companies are positioning themselves as service companies because they realise the importance of the service experience in staving off price competition and encouraging customer loyalty. And all of us, whether in our capacity as consumers, commuters, students, or employees, have to deal with a multitude of service experiences each day. There would potentially be significant economic and social benefits to improving many of these daily service experiences. The Institute of Service Excellence was set up to raise Singapore¹s service standards and promote a culture of service excellence that spans the full spectrum of industries, the civil service and extends to the most senior levels of organisations. Working in close collaboration and consultation with government agencies and business leaders, ISES champions service excellence through an integrated approach that encompasses research and thought leadership, industry engagement, and benchmarking and analysis. This seminar aims to discuss the journey with the implementation of the national customer satisfaction benchmark and discuss the challenges as we move forward.
About the Speakers
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Caroline Lim
Caroline Lim is the director of the Institute of Service Excellence at Singapore Management University (SMU). Caroline is passionate about leveraging service as a competitive differentiator for businesses. In her role as director of the Institute of Service Excellence at SMU (ISES), Caroline has worked with many companies and public agencies in Singapore in research and consultancy projects.
Caroline has a BA from the National University of Singapore and has 12 years of experience in the banking and finance industry before her current role at ISES.
Caroline presently serves on the council of various committees including the Singapore Tourism Board's Singapore Service Star Accreditation Scheme, the Public Service Division's Quality Service Advisory Council, and the steering committee of the GEMS Up movement.
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Marcus Lee
Marcus Lee is academic director of the Institute of Service Excellence (ISES) at Singapore Management University (SMU) and is also Assistant Professor of Marketing Practice at the Lee Kong Chian School of Business, SMU. He specialises in customer satisfaction research, mining of large-scale customer databases, predictive analysis for strategic decision making, and visual design.
In his capacity as academic director of ISES, Professor Lee has both consulted and served in an advisory capacity in the area of customer satisfaction for numerous private organisations and government agencies.
Professor Lee has taught undergraduate courses at SMU in marketing information systems, marketing research, Internet marketing, and visual design.
Professor Lee has a Ph.D. in Marketing from the Joseph L. Rotman School of Management at the University of Toronto, and a B.A.Sc. in Computer Engineering from the Faculty of Applied Science and Engineering at the University of Toronto, Canada.
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Supported by:
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