We firmly believe that a service-oriented culture can only be developed and sustained if approached comprehensively and involving all components of the organization. This is the main reason why we developed a management framework we call Service Quality Management Framework^©.

‘Quality is top-down driven’. A culture of service excellence should be driven by the top management to ensure its focus, direction, and sustainability. It should also be top-down driven at each work unit.

Leaders need to develop a clearly defined long-term service culture development plan and roadmap as a reference point for all work units in the organization.

Leaders must also be actively and visibly involved in all service quality internal campaign programs.

The organization must also have a clearly mapped out service competency development plan for all. This plan should include Service Mindset, Attitude, Skills, and Knowledge (Service M-A-S-K) development plan for senior management, middle management, supervisors and frontliners or officers.

A continuous service process improvement plan must also be prepared and implemented. This will include customer experience (CX) based service standards and also utilization of digital experience (DX) and the Internet of Things (IoT).

An effective measurement-assessment system is the final component in a service culture to ensure sustainability and effectiveness of all service improvement efforts and programs. This will include measuring compliance (to service standards) and impact (on customers).