In its quest to deliver total customer satisfaction, Wing Tai Retail Singapore, a garment retailer and winner of the 2012 Singapore Quality Award, utilised a 360-degree feedback cycle to ensure ongoing small improvements. The cycle included information and reports compiled by the Retail Enterprise Resource Planning (ERP) system and provided management with real-time information from the shop floor. Senior leaders, and the operations, brand management, visual merchandising and training and develo...

BPIR Categories

6.4.1 Improve process/service performance
6.4.2 Implement systems for managing the service
14.3.2 Implement an improvement approach/method/technique

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