Members: $0, Non-Members: $10, MIS Students: $0
For more information on the talk, please contact: Jaslyn/Isabella @ 6327 7591/ 592 or email: membership@mis.org.sg
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Jon Ingham Strategic HR Academy
4 years ago
About Me
- Leslie Teo
- Singapore
- An accomplished service specialist, Leslie accumulated close to 2 decades of experience in event & tourism, healthcare and human resource development (HRD). As a Consultant, Leslie specializes in event consulting, operational improvement, process re-engineering, organizational excellence and service development & marketing. Leslie’s exposure in both public sector organizations and private enterprises (that include SMEs and companies listed in the Singapore Exchange) gave him unique insights to the different organizational challenges when implementing excellence initiatives. Often as internal consultant, he has to identify, design and implement customized solutions in relation to each unique organizational culture and resource availability. At a more personal level, Leslie constantly garners excellent reviews of his service deliveries from clients and partners alike, and is a firm believer of ‘life-long learning’. He says, “In an ever faster evolving world, whether commercial or otherwise, we need to learn to be faster, cheaper, better and of course, not forgetting to be safer at the same time to stay relevant and competitive.”
Thursday, June 19, 2008
MIS Marketing Guru Talk
Come 17 July, the Marketing Institute of Singapore will be organizing the inaugural Marketing Guru Talk Series, starting with Mr. David Shaw, Director of Brand Marketing & Marketing Commnications, Lenovo Asia-Pacific. The talk will be held at 99B Amoy Street, 7 - 9 pm.
Friday, June 13, 2008
MIS CEO Evening Talk - The Indo Chine Story
The Marketing Institute of Singapore will be holding a CEO Evening Talk by Mr. Michael Ma, Group CEO and Founder of the IndoChine Group on Thursday, 3 July, 7 - 9.30 pm.
If you can spare a little time, do register and use the opportunity to hear from Mr. Ma and his personal experiences. I have attended previous CEO Evening Talks with invited speakers such as:
- Mr. Daniel Yun, CEO Raintree Pictures
- Ms. Fang Ai Lian, Chairman of Ernst & Young
- Ms. Saw Phaik Hwa, CEO of SMRT
- Ms. Euleen Goh, then CEO of Standard Chartered Bank
- Mr. Chang Long Jong, Deputy CEO (Television Cluster), MediaCorp
and I must say it is a great learning and networking opportunity. For more info, please contact Jaslyn/Isabella @ 6327 7591/592 or email: membership@mis.org.sg.
To register, click here http://www.mis.edu.sg/membership/events/register.aspx?id=95
Hope to see you there!
Wednesday, June 11, 2008
The Service Challenge
This week, I like to start off with some thoughts on service fundamentals and their implications for service organizations.
Service organizations often find it challenging to develop, market and maintain service offerings. Unlike physical products, service offerings have 4 unique characteristics which many service organizations tend to disregard in their service planning, development and marketing.
What are they? Intangibility, Inseparability, Heterogeneity and Perishability.
Many academic books and articles have written about service characteristics and their unique attributes but yet service professionals often forgets these 4 fundamental attributes and it reflects in many service encounters that I have either experience professionally or on a personal basis.
I will comment on each characteristic in more details over the new few posts and hopefully shed some light on the importance of the 4 characteristic in service planning and delivery.
Interestingly, many physical products nowadays contain some elements of the 4 service characteristics. Take for example the notebook/laptop. In the past, functionality was one of the main critical consideration factor in most purchase decisions but look now at the vast variety of designs and customization that you can select to personalize your own machine.
Dell has always allowed consumers to customize system configuration such as hard disk space, processor type, RAM size etc. But now you can even choose the color of the front cover to tell the world that this is your very own.
What are consumers actually buying? The intangible and emotional experience of customizing and personalizing your own notebook/laptop, and when the product finally arrive at your doorstep, that satisfaction of using your own personalized machine.
Dell has also learnt that the consumer engagement does not ends here. The after sales support is essential to complete the purchase cycle and ensure that favorable experience leads to repeat purchases and brand loyalty.
Service organizations often find it challenging to develop, market and maintain service offerings. Unlike physical products, service offerings have 4 unique characteristics which many service organizations tend to disregard in their service planning, development and marketing.
What are they? Intangibility, Inseparability, Heterogeneity and Perishability.
Many academic books and articles have written about service characteristics and their unique attributes but yet service professionals often forgets these 4 fundamental attributes and it reflects in many service encounters that I have either experience professionally or on a personal basis.
I will comment on each characteristic in more details over the new few posts and hopefully shed some light on the importance of the 4 characteristic in service planning and delivery.
Interestingly, many physical products nowadays contain some elements of the 4 service characteristics. Take for example the notebook/laptop. In the past, functionality was one of the main critical consideration factor in most purchase decisions but look now at the vast variety of designs and customization that you can select to personalize your own machine.
Dell has always allowed consumers to customize system configuration such as hard disk space, processor type, RAM size etc. But now you can even choose the color of the front cover to tell the world that this is your very own.
What are consumers actually buying? The intangible and emotional experience of customizing and personalizing your own notebook/laptop, and when the product finally arrive at your doorstep, that satisfaction of using your own personalized machine.
Dell has also learnt that the consumer engagement does not ends here. The after sales support is essential to complete the purchase cycle and ensure that favorable experience leads to repeat purchases and brand loyalty.
Monday, June 9, 2008
Why I started a blog on Service Excellence
Hi to everyone out there.
After giving this a long thought, I decided to create a blog on my passion for service and event management excellence.
Having being in the service industry all of my professional career, I hope to contribute by sharing views, life experiences and actual case study on all things related to the development of service management.
My unique professional experiences had enabled me to cover many aspects of service operations, service development, marketing and delivery which I hope to share with aspiring service professionals and also other like-minded professionals who advocate the importance of excellence.
I look forward to also hearing from you and let's all join together to help create a better service experience for all.
After giving this a long thought, I decided to create a blog on my passion for service and event management excellence.
Having being in the service industry all of my professional career, I hope to contribute by sharing views, life experiences and actual case study on all things related to the development of service management.
My unique professional experiences had enabled me to cover many aspects of service operations, service development, marketing and delivery which I hope to share with aspiring service professionals and also other like-minded professionals who advocate the importance of excellence.
I look forward to also hearing from you and let's all join together to help create a better service experience for all.
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