Service excellence was firmly embedded in the culture at Singapore’s Maritime and Port Authority (MPA), winner of a 2016 Singapore Quality Award. To deliver service excellence MPA developed a Service Excellence Framework and anchored service delivery around that framework . The framework revolved around three customer management tenets: 1) Stay close to our customers’ needs;…

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2.2.4 Formulate and review business unit strategy
6.4.2 Implement systems for managing the service

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