Almost everyone is in SERVICE 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 competition 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 competition 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.

EWI SMART Service program have helped many clients in the retail, food & beverage and service industries to develop and implement a Service Excellence Management System (SEMS) in accordance with the Singapore Business Excellence Niche Standards for Service (S-Class) . The S-Class Standards provide 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. EWI SMARTService program include workshops, group discussions, mystery shopping, service audits and on-site implementation of the SEMS.