News

 

JUNE 2008

The OTi Magic Wok

The OTi Magic Wok cooked up a storm on 16 June 2008 with great success. Participants were first invited to participate in a 360° Feedback session, where Sous Chefs Sebastian Teo and Sim Koo competed to see who would become the next Chef de Cuisine. Next, OTi Senior Consultant Diana Woo led the participants through a session of Habitudes, where they learnt that what sinks a ship is not the tip of the iceberg, but what lies beneath. Finally, participants got their hands "dirty" working on creative dishes as a team, where OTi Partners CEO Dr Mike Loh shared how Z.Teams can aid in teambuilding.

Some of our participants' feedback:

  • Fun and fresh! Interesting way of showcasing services.
  • Very participative & genuine, content was relevant
  • It's so awesome! Keep up the good effort!

OTi Partners: In-House, Customized DiSC Certification

Besides our bi-monthly Public Run DiSC Certification Programs, OTi Partners has also been running In-House, Customized DiSC Certification Programs in various organizations for groups as small as two participants.

Over two days (9 & 15 April), OTi conducted an in-house, customized certification for 19 HR personnel belonging to ComfortDelGro Group of Companies. The intensive program covered a total of four profiles (DiSC, Team Dimensions, Dimensions of Leadership and The Values System Profile).

Participants’ Comments:

  • Got to know self, as well as understand and value others.
  • Gained insights into how different people can affect team performance.
  • Liked the different activities which reinforced learning.

To find out more about In-House, Customized DiSC Certification Programs for your organization, please contact Hui Ling / Celeste at 6225 7811 or email info@otipartners.com

SINCERE Fine Watches- Service With Sincerity

SINCERE Watch Limited (SINCERE Fine Watches) is an OTi partner with the intention to scale greater heights by embarking on a structured approach to improve service. SINCERE believes that it needs to go beyond sales/financial measures in tracking and rewarding performance. At the same time, there is also a need to translate management’s conviction of critical success factors in being a customer-focused organization into clear goals that can guide staff’s actions throughout the organization.

OTi engaged on a series of consultancy and training interventions to partner SINCERE in their service transformation journey:

Intervention

Objectives

Involvement
Focus Group with Service Champions To gain buy-in and valuable insights from Service Champions on how they could be catalysts in service transformation Service Staff

Employee Engagement Survey (Online)

To establish the internal climate for change and staff’s views about the organization

Service Staff

Interview with SINCERE customers to determine “The SINCERE Way” To gather perceptions and feedback from SINCERE clients on what should constitute “The SINCERE Way” Sincere Customers

Values Translation Workshop

To translate the brand values into descriptors which staff can identify with

Senior Management Team and Service Staff

Values Development Workshop To operationalize the values and determine how the values and “The SINCERE Way” can be demonstrated in daily operations, practices and policies Service Staff
Mystery Shop To audit the service experience at various touchpoints based on the standards developed Mystery Shoppers
Basic Service Workshop To inculcate basic service standards among new service staff New Service Staff
People Development Workshop: Heart of Service; Art of Service

Develop customer contact staff to take on an important role of nurturing and strengthening customer relationships

Service Staff

S-Class Awarness Course

To sustain the Service Excellence Journey

Internal S-Class Assessors

SINCERE Watch Limited Vice President Human Resources & Organization Development Mr Benny Chong says, "The partnership between Sincere and OTi is an enjoyable and fulfilling one. We would like to thank OTi, especially OTi Consultants Joni and Evelyn, for guiding us through the process of VMV and a series of activities to translate our values to what it means to us and our customers.

The Sincere Management believes that our foundation will be built upon our VMV and this will put us in good stead for us to achieve our business goals, deliver our customer promise, push our signature marketing events to greater heights and deliver our exclusive and exquisite time pieces to our customers."

If you are interested to find out more about our service interventions, please contact Lilian or Serene at enquiries@oticonsulting.com