Singapore Service Excellence Medallion 2015 Awards: The winners

Canon Singapore

The Service Excellence Medallion

The company, which hires more than 500 staff here, bagged the award for its innovative service systems and strong workforce cultures.

Each of the firm's technicians will get a tablet PC by the middle of this year to give them real-time information on the glitches they are fixing. This will enable them to bring the right tolls and parts to their clients and cut down on multiple trips.

The company also holds at least one dialogue between its chief executive and staff each month and extended the operating hours of its customer care centre to address the needs of customers after office hours. It also tracks response time and customer satisfaction levels religiously.

National Cancer Centre Singapore

The Service Excellence Medallion

To improve service, National Cancer Centre Singapore (NCCS) created the role of patient relation officer.

The officers are stationed at the six NCCS clinics and treatment departments to welcome and guide patients through registration and other procedures. They also take care of the patients while they wait in line.

NCCS also launched a system that sends patients SMS reminders 30 minutes before their chemotherapy appointments.

In 2011, NCCS engaged the Disney Institute to rethink and redesign its service processes. After their engagement with Disney, it formed a committee to work on reducing waiting times and improving operational flow and efficiency.

Food Playground

The Service Excellence Medallion

The small firm has 11 staff, but is way ahead of the game. The cooking school has an online portal on which customers can book and pay for their cooking classes. Staff monitor and follow up with feedback and reviews on social media and positive reviews are celebrated.

Fotohub

Commendation Award for Service Co-creation

The digital imaging and photo-printing service provider has built its own software and mobile applications. This helps the nine-outlet firm cut down on frontline staff and improve service. Customers, for instance, can order photos on their online portal, making only one trip to collect them. They also have a photo delivery service and let customers customise print types and surfaces.

DBS Bank, Consumer Banking Group Singapore

Commendation Award for Service Co-creation

The bank launched their SMS queue system across all their branches recently. This allows customers to request for a queue number via SMS prior to visiting DBS/POSB branches and receive notifications on the number of customers ahead of them. Traditional standing queues have also been replaced with seats. It was also the first bank in Singapore to set up pop-up ATMs, offering customers alternate locations to obtain new notes during Chinese New Year this year.