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Singtel Group scores record wins in operational excellence

Singapore, 22 February 2017 – Singtel clinched six awards at this year’s edition of Process Excellence (PEX) Network Global Awards which recognises companies for exceeding industry standards in their operational excellence initiatives. Announced at the recent annual OPEX Week: Business Transformation World Summit 2017 in Florida, USA, Singtel emerged the winner in two of nine categories while scoring Honorary Mentions or second place in four. This is a record number of wins by a single organisation since the PEX Network Global Awards started 14 years ago.  

“We are honoured to have won six awards at the PEX Network Global Awards. It motivates us to continuously enhance our end-to-end service delivery and processes to ensure we offer the best possible experiences for our customers. This includes devising innovative ways to reduce waiting time, speed up issue resolution and simplify customer communications,” said Ms Wu Choy Peng, Group Chief Information Officer, Singtel. Ms Wu also oversees the Group Centre of Operational Excellence, which works towards building multi-disciplinary competencies to further operational excellence within Singtel.

The Group was recognised in the following categories:

  • Best Business Transformation Project (Winner)
  • Best Project Contributing to Customer Excellence (Winner and Honorary Mention)
  • Best Technology Enabled Process Improvement (Honorary Mention)
  • Best Project Under 90 Days (Honorary Mention)
  • Best Operational Excellence Program Over Two Years (Honorary Mention)  

Under the Best Business Transformation Project category, Singtel won for transforming call centre operations by implementing self-service technology. This had significantly improved customer service quality. For the Best Project Contributing to Customer Excellence category, Singtel was recognised for innovating service delivery processes during major handset launches, where for instance, the amount of time taken to activate new services for customers was reduced.

Overall, the judges commended Singtel for demonstrating efforts to foster a culture of continuous learning and improving its processes, staff competencies and customer service. 

The competition for the PEX Network Global Awards has become increasingly intense over the years as more companies participate, and submit a greater number of projects that cover the full suite of operational excellence practices in customer, process, people, technology, business transformation and innovation. 




Process Excellence Network

The Process Excellence Network is a global community for process professionals, business leaders and executives who want to improve their businesses through process and operational excellence. Its mission is to inspire and inform its members with access to practical advice on business improvement tools, methodologies and technologies in order to achieve their business goals.

Singtel Group’s award-winning projects/programmes:

Best Business Transformation Project – Oasis (Winner)

Oasis has transformed Singtel’s call centre operations by implementing self-service technology to drastically reduce the number of calls received each year and transform the experiences Singtel offers to customers.

Best Project Contributing to Customer Excellence – Corporate Mobile iPhone Launch (Winner)

The Corporate Mobile iPhone Launch project improved the experience Singtel delivers to its corporate mobile customers when they purchase a new iPhone, reducing the SIM activation time by 50% and making customer communications more user-friendly.

Best Project Contributing to Customer Excellence – REEF (Optus) (Honorary Mention)

Project Reef reduced the fixed exception (error) rates for Unbundled Local Loop (ULL) and Hybrid Fibre Coaxial (HFC) by over 25%. It also reduced the exception related customer transfer rate about 90%, which significantly improved customer experience. 

Best Technology Enabled Process Improvement – SMART 2.0 (Honorary Mention)

The SMART 2.0 project enabled Singtel to improve the process for customers when they report faults on their fixed line services by giving greater visibility of network status to its Customer Care Officers and the ability to remotely restore some faults without the need for a technician.

Best Project Under 90 Days – ACE (Honorary Mention)

Ace stands for Achieving Customer Excellence and that's exactly what the team has done with this project by reducing the time it takes to investigate and resolve complex customer complaints related to data charges.

Best Operational Excellence Program Over Two Years – Singtel Group Operational Excellence Programme (Honorary Mention)

The Singtel Operational Excellence programme was recognised for its sustainable approach to realising Singtel’s operational excellence ambitions across process, people and customer excellence for the Singtel Group.