The Great Service DNA

The Great Service DNA is a holistic approach for integrating and aligning an organisation’s culture and its people attitude to the customer experience that aims to create, attract and retain its customers for long term business sustainability. Organisations can transform their service from good to great by embracing the Great Service DNA which encompasses culture, attitude and service as illustrated below.

Mr. Johnson Ong Chee Bin presented the above model at the 7th ANQ Congress Tokyo 2009 in Japan.The paper was awarded as one of the outstanding oral papers presented.