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.
Business Strategy Development
To develop an appropriate business strategy, we first looked into identifying their unique selling points, strengths and weaknesses. From there, we provided a holistic view of the industry, recommended best practices to incorporate into their business model and advised them on new opportunities to explore.
We assisted with succession planning for Goh & Foong Contractors’ 2nd generation leaders. We also ensured that these leaders are actively involved in developing and implementing plans to enhance the organisation’s competitiveness. On top of that, we helped to increase the engagement of other key stakeholders in important areas, such as the idea development process.
To raise customer service standards, we recommended the adoption of service flowcharts to ensure excellent and consistent service delivery to all customers at every touch point. New processes were also implemented to measure customer satisfaction and constantly formulate improvement plans to meet customers’ expectations as well as reinforce brand loyalty.
After reviewing their workflow for underground pipe surveillance, we suggested that they purchase their own CCTV cameras instead of engaging sub-contractors or rent these equipment on a ad-hoc basis. This will speed up the process to install new equipment and allow them to inspect the footage more quickly.
Supplier & Partner Management
As Goh and Foong Contractors work with many external providers, we helped to differentiate them into suppliers and contractors, then further categorised them into critical and non-critical groups. This allowed them to have a better prioritise these vendors.
We also assisted to establish evaluation and re-evaluation processes for these external providers to ensure that the partnerships remain smooth and do not affect their service delivery adversely.