Exploring New Opportunities
- Business Strategy Development
- Leadership Consulting
- Customer Strategy
- Process Management
- Supplier & Partner Management
Goh & Foong Contractors has been a provider of plumbing and sanitary services for over 30 years.
They serve the town council, commercial owners, interior designers and managing agents.
Although the identification of risks and opportunities was carried out previously, there were no strategic plans laid out. As Goh & Foong Contractors is a family business, they are used to conventional ways of working and have not explored innovative solutions for the past few years. Due to that, the assessment and comparison of suppliers and partners have been based on a set of generic criteria. There is also a lack of HR planning as most of the staff have worked there for a long time.
Apart from that, despite having a feedback channel, no specific performance standards were set at customer touch points to ensure consistent service delivery.