Few will disagree that the strength of an organisation lies in the collective strength of its people. Learning to unlock the potential of individual employees and fostering constructive team dynamics may be the key to achieving lasting organisational impact.

This programme will help participants create a positive eco-system for their organisation, where employees and customers are valued assets and are vital drivers of company performance and success. Participants will learn to handle talent management issues using customer-centric strategies. Specifically, participants will be exposed to frameworks for recruiting, developing, and retaining talent, and ultimately building a talent-focused culture that is aligned with a customer-centric strategy.




By the end of the course, you will be able to:

  • Review and build a talent management framework for one’s organization that is aligned with a customer-centric strategy
  • Explore ways to engage employees within a customer-centric strategy
  • Build a reward and recognition system that focuses on customer centricity
  • Use change management strategies to create and foster a positive work environment that enables a service excellence culture



Business Improvement, Innovation and Excellence 

Instructional Methods and Expectations

Lectures,discussions, case studies 

Module Fees

SGD 2,675 (including 7% GST) per person


WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.


This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.


Please contact academy@smu.edu.sg for queries on funding.


This programme is designed for supervisors with people management responsibilities. Managers who are involved in the field of designing organisational culture, talent management, learning & development, and any service setting that emphasises a customer-centric strategy.

Course Dates

16 - 17 November 2017
5 - 6 April 2018
27 - 28 August 2018
8 - 9 November 2018


Instructor Profile


Prof. Tan Hwee Hoon

Associate Professor of Organisational Behaviour & Human Resources

Singapore Management University


Professor Tan Hwee Hoon earned her PhD in Management from the Krannert School of Management, Purdue University.


Professor Tan is actively involved in Executive Teaching in both English and Chinese. She has trained for major profit and non-profit organizations such the BCA (Indonesia), Barclays, BNP Paribas, Ministry of Foreign Affairs-Singapore and ASEAN, Monetary Authority of Singapore, the SingTel group, the SingHealth cluster, Singapore Airlines, Sumitomo Chemical, IMC Corp, International SOS, Kerry Oils (China), Alcatel (Asia Pacific) etc.


Mr Khoo Seng Thiam

Vice President

SATS Limited


Khoo Seng Thiam is the Vice President, SATS Gateway Services. He is responsible for the overall projects of its Cargo business and operation planning in Singapore and around the region.


Khoo began his career in the industry with FedEx in 1991 as an entry-level Ramp Agent in Singapore, and has worked for the company for 26 years in Hong Kong, Malaysia and New Zealand, rising to the role of Managing Director of Process Engineering for Asia-Pacific in 2005. He last appointment prior joining SATS was Managing Director of FedEx Singapore.