Almost everyone is in seervice today. Regardless of whether they are operating in the manufacturing, commerce or services sectors, organisations are increasingly providing service in one way or another. Intense global competiton is driving organisations towards more value-added activities, market differentiation and more personalised service. Increasingly, it is no longer just what you sell but also how you sell it.

Today, it is no longer adequate to just meet customer needs. The new competiton requires organisations to move from service quality to service excellence. Service quality refers to meeting the expectation of customers. Service excellence refers to exceeding them.


The Singapore Service Class (S-Class) Programme provides organisations with a framework for achieving service excellence. Based on extensive international research, expert consultation and field test with leading organisations, the framework offers a total approach to service excellence that can be applied to any organisations, regardless of its uniqueness.