S.T.E.P: Service Transformation for Excellent Performance

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S.T.E.P  Programme

Service Transformation for Excellent Performance

Programme Outcomes

This programme is designed to achieve the following business outcomes:

  • Customer Satisfaction Index – C.S.I

To establish and improve the Customer Satisfaction Index.

  • Employee Compliance Index – E.C.I

To establish and improve the Employee Compliance Index on the organisation’s Service Standard and Practices.

  • Employee Acceptance Index – E.A.I

To establish and improve the Employee Acceptance Index on S.T.E.P.

Programme Objectives:

  • To establish the desired customer focused culture in line with the organisation’s strategic direction.
  • To chart out the desired service transformation process in achieving the organisation’s business outcomes.
  • To determine the corporate initiatives and action plan to support and sustain the culture transformation process.
  • To enable leaders to manage the service transformation programme at their respective departments.
  • To cascade the desired service standards & practices to all employees.

Programme Materials

These practical, easy-to-use materials guide participants when managing & practising the STEP programme.

  • S.T.E.P Folder

Programme outline, notes, and other materials for participants to refer to

  • Promoter’s Quick Guide

Guides and templates for promoters to implement STEP enablers and activities

  • Service Standards Manual

Guide on the Service Standards & Practices (SSP) for all front liners to refer to, and comply with, in order

to establish the service excellence culture