About the Event
Highlights
The Customer Satisfaction Index of Singapore (CSISG) will be officially launched by Mr Gan Kim Yong, Acting Minister for Manpower on 7th April 2008. The Institute of Service Excellence at SMU will unveil the first national service excellence measure which cuts across the service industries that represent a significant portion of Singapore’s GDP.
As part of the event, Professor Claes Fornell, one of the world’s leading experts on customer satisfaction measurement and founder of the American Customer Satisfaction Index (ACSI) , will speak about the US experience. The CSISG methodology is modeled after the University of Michigan’s ACSI, which has become a vital tool in the US economy. The ACSI is the standardized measure of customer satisfaction in the US economy since 1994.
Details of Event
| Date: | 7 April 2008 (Monday) |
| Time: | 10am – 12pm |
| Venue: | Singapore Management University Administration Building, Conference Hall 1 (Level 5) 81 Victoria Street Singapore 188065 |
Event Programme
| 10.00am | Registration |
| 10.30am | Arrival of Guest of Honour Mr Gan Kim Yong Acting Minister for Manpower Speech by Guest of Honour Mr Gan Kim Yong Acting Minister for Manpower Official launch of the Customer Satisfaction Index of Singapore (CSISG) Mr Gan Kim Yong, Acting Minister for Manpower Professor Tan Chin Tiong, Deputy President and Provost, Singapore Management University Mr Tan Suee Chieh, Governing Council Co-chair, Institute of Service Excellence at SMU, Singapore Management University Presentation on the findings of CSISG Practice Assistant Professor Marcus Lee, Academic Director, Institute of Service Excellence at SMU Ms Caroline Lim, Director, Institute of Service Excellence at SMU Speech by Professor Claes Fornell Professor Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) Stephen M. Ross School of Business, University of Michigan |
| 11.30am | Networking Reception |
