S'pore can achieve superior service standards in 2 years: Ron Kaufman

By Valarie Tan, Channel NewsAsia

Singapore can achieve a superior service culture in two years, says American service guru Ron Kaufman.

The author of the best-selling book "Up Your Service" also rallied some 200 workers to pledge their commitment to better service in Singapore on Thursday.

This is a pledge that should put Singapore on the road to a superior service culture and staff from 42 schools, companies and government bodies are taking the lead.

Even though the Workforce Development Authority (WDA) has already rolled out the Go-The-Extra-Mile for Service (GEMS) movement, service guru Ron Kaufman thinks more can be done.

Mr Kaufman is also a member of the GEMS Service Capabilities Subcommittee.

He said: "The government can light the spark, but it takes an initiative for all organisations including ourselves and that's what we're doing here, taking the initiative to upgrade and improve the service quality in this country. We can do it in two years.

"The nation understands that upgrading the quality of service of this country is critically important right now for the economic well-being of the country and for the future of Singapore. We need to become one of the finest service city in the world."

And a 50-year-old nurse is one fine example of good service - she visits patients even after they have been discharged.

Lim Ah Buay, Senior Staff Nurse, Singapore General Hospital, said: "Not only that you have to look after their well-being, you have to see to their many other welfare like happiness at home. It could be a family affair that they throw their frustrations at you, so as a nurse you have to stomach all these things just to make them happy."

Other participants present have also attended an "Up Your Service! College" course.

And since the course started some two months ago, 43 workers from government organisations and private companies are already Certified Course Leaders.

What they'll do next is bring what they learnt in 3 days back to their colleagues, share information and work together to improve service culture within their organisations.

Temasek Polytechnic students will also have service quality as part of their curriculum soon. - CNA/ch

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