Jumbo improves services with SPRING’s customer—centric initiatives

SINGAPORE: A major food company in Singapore has benefited from SPRING’s Customer—Centric Initiative (CCI) and shared its experiences during a learning journey visit to the company.

Food services company Jumbo Group of Restaurants said its efforts have led to higher customer satisfaction, with the number of compliments received going up by 30 per cent.

Its initiatives have also led to a 40 per cent cut in manpower but sales per staff have gone up due to higher productivity.

NTUC’s Secretary—General and Minister in the Prime Minister’s Office, Lim Swee Say, attended the sharing session on Thursday.

Jumbo also shared ways to address its manpower shortage across 15 outlets — including leveraging on technology, redesigning workflow processes and developing human capital.

The initiatives have also improved the company’s competitiveness and its ability to pay its workers higher wages.

As it shares its initiatives in staying competitive and raising productivity, it is also mindful of the possibility of tighter curbs on the inflow of foreign workers that could hurt sectors like food and beverage.

Mr Ang Kiam Meng, CEO of Jumbo Group of Restaurants, said: "We just have to bite the bullet and go along the direction. So far, we have been coping quite well. It is difficult, very challenging, there is a solution. It needs a lot of management willpower to meet the challenges. We are getting more and more local workers."

The CCI for the F&B industry was launched in 2007.

Since then, some 2,600 establishments employing close to 40,200 workers have benefited from the programme.

— CNA/ck/de