Shortened and Simplified Service Sector Transformation Agenda: MOM


SINGAPORE – The path from transformation to recovery for service businesses – which have been hit hard by the pandemic – will now take less time to travel.

The Service Industry Transformation Program (SITP), which was jointly launched in September 2019 by the Singapore Productivity Center (SGPC) and Workforce Singapore (WSG), will take half the time to complete – at less than 15 weeks, compared to around 30.

The agencies said in a statement on Friday April 1 that this is being achieved through the introduction of dedicated facilitators who will work with the company in the early stages of the program.

“Facilitators will be on hand to conduct the fieldwork, including client interviews, surveys and process mapping, for example, and ensure the research is completed within the 15-week time frame.”

Participating companies can also expect a simpler process for identifying issues, with best practices adopted by companies and solutions to address challenges, within the same industry provided.

“It will help companies identify the main problem statement earlier and incorporate steps to minimize process redundancies and optimize resources to better achieve their business goals.

“Some of these predefined issues and areas include optimizing processes, increasing productivity and reducing working hours.”

Two tracks on food delivery operations and marketing have also been added, in addition to the current two tracks on service design and digitization.

The shortened program will take place in three phases:

– trainings by SGPC to help the general management and the key personnel to evaluate the performance of the company, identify the axes of improvement and establish a roadmap for their projects

– site visits by SGPC consultants to support staff at work in order to improve productivity

– a post-implementation review which also includes a sharing by SGPC of relevant subsidies that the company could potentially leverage.

Since its launch in September 2019, more than 60 companies have redesigned their processes and businesses under the SITP, the agencies added.

Nonetheless, many companies continue to face hurdles in implementing service and employment transformation projects, as they continue to face immediate workforce challenges and sales recovery, they said.

In a statement on Friday, the two agencies noted that the need for transformation is particularly strong in the lifestyle sector, including food services, retail, hotels, attractions and travel, which have been heavily affected by circuit breaker and safe management measures over the past two years.


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