Delivering service excellence

The challenge of raising service standards in Singapore is a longstanding one.  In 2005, the Singapore Government started the Go the Extra Mile for Service, or GEMS movement, to encourage all Singaporeans to play their part and take the initiative to improve service levels, and work towards achieving an excellent service culture in Singapore.  As part of this national effort, the Institute of Service Excellence was established at SMU in 2007 to champion service excellence and to enhance Singapore’s service competitiveness through benchmarking, industry engagement, research and thought leadership.

In this podcast, Assistant Professor Marcus Lee, who is the Academic Director of the Institute of Service Excellence, shares what companies and customers can do to improve the quality of service and service experience, and where Singapore stands vis-à-vis other countries in Asia in the area of service excellence.