[Shanghai, Singapore, 9 April 2013 (Tuesday)] – The Institute of Service Excellence at Singapore Management University (ISES) (卓越服务研究所) and the Pudong Innovation Research Institute (PIRI) (浦东创新研究院) today signed a Letter of Agreement (LoA) to embark on a joint research programme aimed at developing a comprehensive user satisfaction measure for services offered in Shanghai’s Zhangjiang Hi-Tech Park (ZJPark) (张江高科技园区).

The objectives of the programme will be to utilise the research findings to develop higher quality public services within ZJPark, promote the benefits of a strong service and customer-centric culture, and to improve ZJPark’s competitiveness internationally.

This LoA also strengthens the relationship between the two service research-oriented institutes by offering a plethora of opportunities for research and knowledge exchange during the planned two-year duration.

SMU President, Professor Arnoud De Meyer (迪枚晔教授) said, “The ISES and PIRI partnership is an exemplar of how the academia and industry can work together to deliver rigorous research that is practical and relevant to today’s global business needs.”

ISES draws its experience from over six years of research in customer satisfaction in Singapore’s services industry. PIRI, on the other hand, has been embarking on services innovation research and programmes with start-up and incubator companies in ZJPark since 2006.

Dean of PIRI, Dr Zhu Xudong (朱旭东) said, “China’s rapid development, on-going structural reforms, and maturing business growth models present us with both challenges and opportunities. ISES is a renowned institute specialising in the field of service research and the fruits of this partnership will hopefully spur our local businesses to re-examine their service strategies.”

ISES Director, Ms Caroline Lim (林晓玲) said, “We are most excited to play a part in this research initiative at ZJPark. We are also very honoured to be able to contribute to the development of companies in ZJPark with PIRI. With their deep-rooted knowledge of ZJPark, its stakeholders, and user base, I am confident that this collaboration between ISES and PIRI will develop an appropriate and comprehensive satisfaction measure that will add value to business excellence at ZJPark.”

In time, the two partnering institutes hope to broaden their research efforts to benefit more leading commercial corporations and public sector organisations.  

The LoA was signed at the PIRI office in Pudong, Shanghai, between Ms. Caroline Lim, Director of ISES, and Dr. Zhu Xudong, Dean of PIRI. SMU President, Professor Arnoud De Meyer, witnessed the signing ceremony as the Guest-of-Honour.  The LoA, and its research programme, is slated to run for two years from 9 April 2013 to 8 April 2015.

About the Institute of Service Excellence at SMU (ISES)

ISES is the cornerstone of an initiative to raise Singapore's service standards and promote a culture of service excellence. Working in close collaboration with government agencies and business leaders, ISES champions service excellence through an integrated approach that encompasses benchmarking and analysis, research and thought leadership, and industry engagement.

About the Pudong Innovation Research Institute (PIRI)

Set up by the Science and Technology Commission of the Shanghai Municipality, PIRI is a leading research institute in the Shanghai-Pudong region for innovation research in the fields of biomedical and info-technology. It also works closely with the local government to develop entrepreneurial talents and provide professional incubator services for companies in the Zhangjiang Hi-Tech Park.

About Zhangjiang Hi-Tech Park

Managed by the Zhangjiang Administrative Committee, ZJPark is a national-level hi-tech industry zone located in the Shanghai Municipality, the heart of China’s financial and economic development. It aims to spur independent research in emerging science and technology industries, leveraging on innovation-driven development.

Established in 1992, ZJPark currently spans over 75 square kilometres and plays host to cutting-edge technology corporations and research laboratories. Its core industries include multinational corporations and promising start-ups in the fields of Information Technology, biomedical research, environmental protection, alternative energy, aviation, and automotive development.

To promote continuous industry innovation, ZJPark synergizes the activities of its tenant corporations through the infusion and co-locating of leading government, university, and independent research institutes. ZJPark also provides a full suite of services for complete administrative and logistical support.