ASSESSMENT FORM

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ASSESSMENT FORM
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Singapore Service Excellence MedallionAssessment
Form

• All Organisations vying for the Singapore Service
  Excellence Medallion are to complete this
  Assessment Form. This Assessment Form is only
  required of Organisations whose nominations are
  accepted and confirmed by the Medallion
  Management Committee. Nominated Organisations are
  to ensure that the information submitted in this
  Assessment Form is complete, true and accurate.
• The Organiser of the Medallion, respectfully
  seeks the co-operation of all Nominated
  Organisations throughout the Medallion award
  process.

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Singapore Service Excellence Medallion
Assessment Form
Name of Nominated Organisation
Name of Medallion Lead
Contact details of Medallion Lead
Insert organisation logo
Submission of Documents All assessment forms
and supporting documents are to be completed and
submitted to the Medallion Secretariat.
Organisations are to prepare 5 binded copies of
the assessment forms and supporting documents to
be couriered to the following Business and
Service Excellence Division Medallion Sectetariat
(Attn Wong An Wei / Howard Tong) SPRING
Singapore 1 Fusionopolis Walk 01-02 South Tower,
Solaris Singapore 138628 In addition, a PDF copy
of the assessment forms and supporting documents
shall be emailed to ssem_admin_at_medallion.sg
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Singapore Service Excellence Medallion
Assessment Form

• Table of Content
• Part 1 Organisational Profile
• All categories in part 1 must be addressed by the
  Nominated Organisation. Explanatory text that are
  meant to assist Organisations, should be removed
  prior to submission of the Assessment Form.
• Part 2 Service Capability of Organisation
• Part 3 Customer Service WOW Experience
• Part 4 Customer Satisfaction Measurement
• Only required for Nominated Organisation without
  a 2011 /2012 CSISG score.
• Part 5 CEO Endorsement
• Important
• Please note that the forms should be presented in
  Arial point 12 font and single spaced. Where
  reference materials are required, they should not
  exceed five (5) pages in all.
• For Part 1 and Part 2, organisation could either
• Submit using this power-point format to address
  the criteria, but not exceeding a combined total
  of twenty (20) slides

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Singapore Service Excellence MedallionAssessment
FormPart 1 Organisational Profile
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Items Details
Main products Services What are your organisations main products service offerings?
Organisations Misson, Vision Values What are the organisations mission, vision and values?
Employee Profile What is your employment size, categories and types of employees? What is the composition of staff in the different education levels? (e.g., graduates above or diploma A-levels or O-levels below)
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Items Details
Equipment, Facilities Technologies What are the major equipment, facilities and technologies used to enhance customer experience?
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Items Details
Organisational Structure What is your organisation structure? What is the relationship to the parent organisation, if appropriate?
Relationship with Customers What are your key customer segments? What are their key requirements and expectations for your products and services?
Relationship with Suppliers and/or Partners Who are your key suppliers and partners? What are their roles? What are the requirements for your key suppliers and partners?
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Items Details
Competitive Environment What are your key markets? What is the size and growth of these markets? Who are your key competitors ? What is your market share? What are the key factors that determine the success of your organisation?
Strategic Directions What are your key business challenges? What are the strategies adopted to address the key challenges?
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Singapore Service Excellence MedallionAssessment
FormPart 2 - Service Capability of Organisation

• The statements for each of the items and
  categories are listed in the following pages for
  purpose of completing the Medallion Assessment
  Form

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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Category A. Service Leadership
Statement 1. Senior executives develop organisation's values that focus on customers and translate them into desired employee behaviours 2. Senior executives communicate organisation's vision, mission and customer-focused values to employees and stakeholders 3. Senior executives demonstrate and reinforce their commitment to customers 4. Senior executives drive programmes to promote customer-focused culture 5. Senior executives develop the service strategy of the organisation and set targets 6. Senior executives review performance against plans regularly 7.Senior executives evaluate and improve the effectiveness of their customer-focused leadership
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Category B. Customer Focused Staff
Statement 8 Service orientation of potential employees is assessed when recruiting staff 9 Staff are trained to delight customers 10 Staff are empowered and engaged at individual and team levels to improve customer experience 11 Organisation recognises and rewards the service performance of employees 12 Organisation measures and improves staff satisfaction levels
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Category C. Service Innovation
Statement 13.Organisation segments markets and customers, and study their trends to gain insights and identify service innovation opportunities 14. Organisation involves employees, partners and customers in service design and development 15.Organisation develops new offerings, and/or new ways of delivering service, to meet changing markets and customers needs 16. Organisation drives continuous incremental improvements in its systems and processes to enhance service delivery 17. Organisation measures its innovation performance against plans and reviews regularly
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Category D. Customer Experience
Statement 18. Organisation provides customers with easy access to do business with the organisation 19. Organisation segments its customers and considers customer expectations when designing touchpoints and setting service standards 20. Organisation ensures consistency in service delivery to customers 21. Organisation measures customer satisfaction and ensures customer complaints are resolved and analysed for improvement 22. Organisation manages the performance of suppliers and partners to improve customer experience
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Category E. Key Business Results
Statement 23. Financial Results (E.g. Sales Revenue Growth, Sales Per worker, etc) 24. People Results (E.g. Employee Satisfaction, Employee Training indicators, etc) 25. Service Innovation (E.g. Income from new offerings, time to market new offerings, etc) 26. Customer Experience (E.g. Customer Satisfaction, Compliments to Complaints Ratio, Customer Retention, Mystery Audit Results, etc)

• Please provide
• Performance levels and trends for the results (3
  years trend results where available)
• Comparisons for key results with competitors
  and/or benchmarks as appropriate.

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• In the following pages, please describe the
  approach and deployment against each category and
  cite the specific statement from the list in the
  preceding pages (pp 10 15), that the
  description is addressing.
• As a reference, Approach refers to how your
  organisation addresses the criteria requirements
  under the Service Capability Assessment Model.
  Nominated Organisations are evaluated based on
  how appropriate and effective the approach is.
  Deployment refers to the extent to which your
  organisations approach is applied. The
  consistency, appropriateness and effectiveness of
  the deployment will be evaluated.
• Where required, additional reference material
  should not exceed five (5) pages.

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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
A. Service Leadership
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
A. Service Leadership
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
B. Customer Focused Staff B. Customer Focused Staff B. Customer Focused Staff B. Customer Focused Staff
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
B. Customer Focused Staff B. Customer Focused Staff B. Customer Focused Staff B. Customer Focused Staff
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
C. Service Innovation
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
C. Service Innovation
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
D. Customer Experience
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
D. Customer Experience
Brief Description of Approach Brief Description of Deployment Statement(s) Addressed Reference Materials



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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
E. Key Business Results
Brief Description of Results Statement(s) Addressed Reference Materials




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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
E. Key Business Results
Brief Description of Results Statement(s) Addressed Reference Materials




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Singapore Service Excellence MedallionAssessment
FormPart 3 Customer Service WOW Experience!

• Nominated Organisation are invited to describe
  their unique customer service related WOW
  experience.
• Please share with us the thought process behind
  your organisation service experience for your
  customers. What do you want your customers to
  experience during their visit.
• How is this experience delivered to your
  customers?
• Please describe contributing factors behind the
  delivery of this experience?
• How is it different from your peers and
  competition.
• Provide relevant benchmarks where possible.

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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Service WOW Experience

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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Service WOW Experience

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Singapore Service Excellence MedallionAssessment
FormPart 4 Customer Satisfaction
Measurement(Only applicable to nominated
organisations that do not have a 2011/2012 CSISG
score)

• Nominated Organisations with a 2011/2012 CSISG
  score, the results will be used and no further
  CSISG measurement is required. For Nominated
  Organisations without 2011/2012 CSISG score,
  CSISG measurement will be conducted by the
  Institute of Service Excellence at Singapore
  Management University (ISES).
• The number of customers to be listed are not
  limited to the numbers of rows within the
  assessment form. At least 50 completed responses
  are required for the measurement. Nominated
  Organisation who are unable to fulfil the above
  criteria may not be awarded a score on the
  customer satisfaction measure. Nominated
  Organisations are encouraged to provide as many
  valid customer listing as possible.
• All customer information will be kept
  confidential and will only be used for the
  purposes of the assessment for the Singapore
  Service Excellence Medallion.

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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
S/N Customer Email Address



















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Singapore Service Excellence MedallionAssessment
FormPart 5 CEO Endorsement
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Singapore Service Excellence Medallion
Assessment Forminsert name of Nominated
Organisation
Endorsement
I the undersigned, as CEO / Chairman of the Board of Directors (or the equivalent), of the Organisation, do hereby declare that the details provided herein are complete, accurate and true. ______________________________________ Signature Name Designation NRIC / Passport No. Date