A key attribute of organisations that excel on the business excellence journey is on customer focus. 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 expectations of customers. Service excellence refers to exceeding them.
Launched in 2003, Singapore Service Class (S-Class) is the certification for the business excellence niche standard for service. The niche standard enables organisations to develop their service capabilities to enhance service leadership, service agility, customer delight, and customer experience. Based on the business excellence framework, it covers 6 categories namely, Leadership, Planning, Information, People, Customer and Results.
Certification to the S-Class is determined by the organisation’s performance in the Service Scorecard for Business Excellence (Service Scorecard). For more information on the Service Scorecard, please refer to the Interpretation Guide of the standard. The assessment allows an organisation to benchmark its own service management systems and practices against the niche standard. A feedback report on strengths and areas for improvement is given to all organisations participating in the S-Class assessment.
Based on the outcome of the site assessment, organisations which have scored 400 points or more are certified to the S-Class and the benefits of certification include the use of the logo on their publicity materials.
- S-Class has been awarded to businesses of all types and sizes
- S-Class is particularly relevant to businesses whose success depends greatly on delighting customers
- You can use the S-Class logo on all your collaterals.
- The logo is a mark of excellence that shows your business :
- consistently delights customers
- delivers unparalleled customer experiences
- creates business value through customer service
S-Class assessment is based on the criterion in the
Service Scorecard for Business Excellence (Service Scorecard) self-assessment tool.
How to Apply / Renew for a Single Certification
Application for any one of the BE certification schemes is open to all organisations from all sectors.
From 1 Dec 2008, organisations applying for business excellence certification are required to submit an online application comprising the following :
- Application Form
- Self-Assessment Tool
- Key Performance Indicator Form
The online application page can be
accessed here.
For details on the application process, please refer to the
Application Guide.
How to Apply / Renew for Integrated Assessments of Multiple Certifications
Organisations applying for certification to more than one business excellence standard would need to submit one application form. The applications could be for both new or renewal applications.
From 1 Dec 2008, organisations applying for business excellence certification are required to submit an online application comprising the following :
- Application Form
- Self-Assessment Tool
- Key Performance Indicator Form
The online application page can be
accessed here.
For details on the application process, please refer to the
Application Guide for Integrated Assessment.
Important for All Manufacturing Sector Companies
From 20 July 09, the application and assessment processes of the Singapore Quality Class (SQC) and Manufacturing Excellence Award (MAXA) have been integrated for companies in the manufacturing sector.
For
manufacturing sector companies applying for
SQC, please
read this before proceeding for the application.
- You need to continuously ensure that your management and systems are working well.
- SPRING Singapore will conduct a mid-term review 1½ years after you have been awarded S-Class. Please refer to the Mid-Term Review Guide for details.
- 3 years after your certification, you will need to renew your certification. Please refer to the Renewal Application Form and Guide for details.