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SELECT GROUP: SINGAPORE QUALITY AWARD

Where innovation and clarity dictate the success recipe

Select Group is aligning its staff towards one common goal of achieving superior performance.

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"Since embarking on our business excellence journey, Select Group has gained many insights through the comprehensive review of our business. It helped us identify gaps and opportunities to strengthen our foundations in our standards and processes." - Vincent Tan, managing director of Select Group (above).

WITH its diverse food offerings targeting different customer groups, Select Group has created many innovative concepts to woo diners. For instance, its Straits Food Village food court located in Changi Airport Terminal 2 features self-ordering kiosks and a centralised kitchen, a concept that won it the Airport Food Court of The Year at the Airport Food and Beverage Conference and Award 2016.

Meanwhile, Select's creation of the signature 50 Cents Fest@Chinatown Food Street allowed it to win a total six awards at the prestigious Marketing Events Awards in 2016 and 2017.

Such innovation is a cornerstone of the group, and acts as a key driver to support its continued growth. Select reaches a broad spectrum of customers through more than 160 outlets across Singapore and regional markets such as Malaysia and Indonesia.

With a clear market segmentation strategy, the group is able to target and provide personalised experiences to its customers.

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For example, Peach Garden is their go-to brand for high net worth clients due to its ability to accord bespoke services and excellent customer service - that are driven by innovation in cuisine repertoire and service delivery.

Select Group's diversity allows it to draw strengths from different expertise and knowledge to create opportunities and lower business risks.

Select also places strong emphasis on development of its people. It has achieved 30 per cent more training hours per employee than the national average in the recent years and gained recognition as the Most Supportive Employer Award by Workforce Singapore (WSG), formerly known as Workforce Development Agency (WDA), in 2013 and 2014.

The company's success has been guided by its adoption of the Business Excellence framework, which has helped it to identify gaps and opportunities for its businesses. The company was one of the five winners of this year's Singapore Quality Award.

"Since embarking on our business excellence journey, Select Group has gained many insights through the comprehensive review of our business. The journey has helped us identify gaps and opportunities to strengthen our foundations in our standards and processes," said Vincent Tan, managing director of Select Group.

"For instance, we identified the need and importance of strengthening our documentation processes which is essential for the continuity of the business as well as serving as a reference point for review, improvement and sharing of information."

Select Group also identified opportunities to improve operational efficiency by investing in advanced automation equipment.

COMMUNICATION IS KEY

Through the BE process, Select realised the importance of culture alignment within the company. As such, the company created a culture statement: ""Together we never give up, and will achieve and have fun as one big family."

"We are continuing to reiterate our culture via various platforms. For example, our Quarterly Manager Meeting was started to engage our middle management through the exchange inputs, as well as to inform them of the developments within the company," said Mr Tan.

Select Group's management also shared their vision towards business excellence to all members of group, and explained how the role of each individual can be aligned to the framework. However, this proved to be a more difficult task than expected.

"The key challenges faced by Select Group in implementing the BE framework were communicating the concept and importance of aligning to the framework to the over 2000 staff within the company as each staff plays a different role within the company. Efforts were taken to overcome the challenge with proper communication via sharing sessions over multiple platforms," said Mr Tan.

He added: "Our BE journey does not stop here and we will continue to strive to strengthen our standards, processes and systems as the company continues to expand into the next phase of our growth."

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