Singapore Post Ltd.: Recurrent Service Failures

Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui Kwa;

商品編號：9B19D021
出版日期：2019/11/15
再版日期：2019/11/15
商品來源：Ivey
商品主題：International Business; Operations Management
商品類型：Case (Pub Mat)
涵蓋議題：service failure;Singapore Post;service gap;service recovery
難易度：4 - Undergraduate/MBA
內容長度：10 頁
地域：Singapore
產業：Other Services;
事件年度：2019

For 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problems, which had elicited customer complaints and concern from various stakeholders. Singapore Post was also facing increasing pressure from rising customer expectations, surging mail volumes, and the growing popularity of e-commerce. In response, Singapore Post pursued several initiatives to improve service operations and maintain its competitiveness in the postal industry. However, the company needed to devise a long-term plan to address recent problems, market changes, and deeply-rooted operational issues—and to regain consumer confidence over the long term.

教學手冊：8B19D021;
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