SME Clinic

SME Clinic

SINGAPORE - I run a small chain of stores selling fashion accessories but I plan to expand my company and open more outlets. I am aware that I also have to raise the service standards of my sales staff if I want to compete with the bigger players.

I would like to hire a consultant to study our current service standards and help us draw up a proper plan on how to improve, but I know this will cost a lot. Is there any assistance scheme that can help us defray the cost?

The Customer-Centric Initiative (CCI) aims to encourage companies to be committed to service excellence and to take the lead in raising service standards in their industry.

The CCI offers an assistance package to assist Singapore-based companies in upgrading service standards.

The CCI assistance package covers up to 70 per cent of eligible costs for small and medium-sized enterprises (SMEs) and up to 50 per cent for non- SMEs.

SMEs are encouraged to take the first step towards capability upgrading by tapping the Innovation and Capability Voucher (ICV) scheme in the following areas: service diagnosis, mystery audits, service blueprint development and understanding customer expectations.

The ICV (Productivity) can be redeemed at participating service providers.

SMEs that wish to further upgrade their capabilities may tap the Customer- Centric Initiative for customised assistance.

You can apply for the CCI if your company meets these criteria:

Project should involve the introduction of new service standards or lead to an improvement in one of the following areas: service leadership, service agility or customer experience

Project should lead to specific and quantifiable outcomes that will upgrade the industry to be among the best-in-class internationally

You must be willing to share the results with other industry counterparts at cross-learning platforms

You should provide a service excellence road map or plan, past projects done and indicate where they are now

Project must not have commenced at the time of application

Examples of service improvement plans include:

Service audits

Development of service strategy, service promise, service blueprints, service standards and service measures

Redesign of service processes

Singapore Service Class Consultancy


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