Enhancing customer's experience by Lee Hwee Ping

1. Determine the customers and stakeholders (who are the customers and relevant stakeholders?)

leehpschools — 2024-01-19 04:33:21 UTC

2. Using a customer-centric lens, what would our customers expect/desire (eg, arrival at airport, hostel living, school experience)?

leehpschools — 2024-01-19 04:34:18 UTC

3. What are issues/challenges we need to address when putting in place customer-centric processes (eg, cost, lack of manpower, common understanding)?

leehpschools — 2024-01-19 04:37:17 UTC

4. How do we enhance the competencies of our teams to create a customer-centric organisation?

leehpschools — 2024-01-19 04:38:05 UTC

Group 3

leehpschools — 2024-01-23 07:02:51 UTC

Customers: Students; Stakeholders: Parents, TMs, Hostel staff, within STGB (across sections)

Group 3

leehpschools — 2024-01-23 07:03:09 UTC

Students: Smooth transit at immigration, feeling welcome, being guided knowing that someone is picking them. Checking into the hostels - how is my room? Welcome snacks (send to hostel prior arrival). Information sheet -> giving an overview of the journey, highlight some landmarks along the journey, mobile plan -> new SIM card.

Parents (if they come): how the school looks, how the hostel looks like, point of contact, teacher in-charge, channel to give feedback, whether the child can contact them

Group 3

leehpschools — 2024-01-23 07:45:59 UTC

Students: Food culture -> are they able to get used to the food/meal (Probably in Stage 2, before they come), essential items, have hostels conducted induction to ensure that the students are familiar with the community around. Who they can seek help from.

Parents: have my child settled (any pics - from child, school or hostel), who can I contact for school and hostel? -> managing the anxious parents' demand.

Schools: EBS will run smoothly, STP application, managing parents' queries. Hostels: managing parents' queries to visit. the hostel, seeing to the adjustments of the broader.

TMs: feel anxious in dealing with parents

Group 3

leehpschools — 2024-01-23 08:15:10 UTC

Sharing of good practices amongst the section.

Core training

Simple SOP for induction of new staff

Sharing of gaps

Group 1

2024-01-23 08:30:23 UTC

Need someone with overall view of scholar arrivals to coordinate info, ensure consistency of tone, etc