Presentation Slides
Plenary Sessions
| Speaker | Title of Plenary Session | |
| Prof Leonard Berry Mays Business School, Texas A&M University |
Importance of orchestrating customers' service experience | Download |
| Dr Loo Choon Yong Raffles Medical Group |
Raffles Medical Group | Download |
| Prof V Kumar J Mack Robinson College of Business, Georgia State University |
Managing customers for profit | Download |
| Prof Roland Rust Robert H. Smith School of Business, University of Maryland |
New frontiers in service | Download |
| Prof Sundar Bharadwaj Goizueta School of Business, Emory University |
Financial impact of service excellence | Download |
| Ms Fanny Lai Wildlife Reserves SIngapore |
Organisations like animals, must be adaptable in order to survive | Download |
| Prof Marcus Lee Institute of Service Excellence, Singapore Management University |
Significance of the Customer Satisfaction Index of Singapore | Download |
| Ms Sheryl Teodoru CFI Group |
Using benchmarking to drive service excellence | Download |
Executive Workshops
| Speaker | Title of Executive Workshop | |
| Prof Leonard Berry Mays Business School, Texas A&M University |
Inside one of the world's most admired service organisations - Enduring service quality lessons from Mayo Clinic | Download |
Please return to this page for updates as we are still obtaining permission to put up our speakers' slides for download.
