A quality chief executives must demonstrate

IN AN extract of his speech ('Fish rots first from the head'; March 3), CapitaLand chief executive officer Liew Mun Leong described a CEO as an officer who must ultimately be responsible for service excellence in the company.

So I commend the chief executive of DBS Group, Mr Piyush Gupta, on taking responsibility for his company's service standards ('We failed you, DBS chief apologises to customers'; July 14).

In his apology for the recent disruption in banking and ATM services, one can infer a resolve to set things right. Mr Gupta also laid down the service standards customers would require of DBS, saying: 'You have every right to expect uninterrupted services 24/7, 365 days a year from us.' I hope he will deliver on that promise.

By contrast, SMRT CEO Saw Phaik Hwa's cavalier and insensitive remarks ('SMRT: Tighter security will not mean higher fare'; June 27) about crowded trains leave one wondering about commitment to improving service standards.

It also makes one wonder about SMRT's customer charter, which promises, among other things, safety, security, comfort and openness to customer feedback.

The recent security breaches at SMRT's Changi depot could not have underscored this more emphatically.

The importance of having a CEO who does not merely pay lip service to service is further heightened in the case of SMRT, where there are wider implications of overcrowded stations and trains.

Teo Kok Thye

ditzy

22 Jul 10, 07:52

This is the difference between a company which is 54% owned by TH, and another that is only 13% owned by TH. See the stark contrast in how the CEOs take charge of their profit driven organisations?

^Acid^ aka s|aO^eH~

22 Jul 10, 09:34

dang... I saw it as "A quality chef executives must demonstrate"

zzzzzz... >___>

Clivebenss

22 Jul 10, 17:43

Originally posted by ^Acid^ aka s|aO^eH~:

dang... I saw it as "A quality chef executives must demonstrate"

zzzzzz... >___>

acid must be hungry.

Clivebenss

22 Jul 10, 17:47

Originally posted by ^Acid^ aka s|aO^eH~:

dang... I saw it as "A quality chef executives must demonstrate"

zzzzzz... >___>

....double post.