Transforming service experience through human-centric design

CONTRIBUTING to the overall improvement in service standards witnessed in the Singapore economy last year has been the customer-centric approach increasingly being adopted by businesses and other organisations, according to experts.

"Singapore companies have been working very hard at improving their service quality. As you know, it's challenging due to the labour constraint, but companies have been coming up with very innovative ways of delivering quality service given the labour issue," says Sheryl Kimes, Professor of Operations Management at Cornell University School of Hotel Administration and Visiting Professor of Decision Sciences, National University of Singapore.

"Yes, I would say that Singapore is on the right track. I am constantly impressed with how seriously companies here take service quality and customer satisfaction," she told The Business Times.