[Singapore, 5 October 2015 (Monday)] –  Singapore Management University (SMU) is pleased to announce the appointment of Ms Neeta Lachmandas as the Executive Director of the Institute of Service Excellence (ISES) at SMU.  

Ms Lachmandas, who is currently Assistant Chief Executive of Business Development Group at the Singapore Tourism Board (STB), will join ISES on secondment from STB with effect from 12 October 2015.

She brings with her 20 years of working experience in the areas of marketing,

communications, account management and business development. In her current capacity, she leads STB’s efforts in strengthening Singapore's position as a premier business and Meetings, Incentive Travel, Conventions and Exhibitions (MICE) destination; increasing Singapore's share of the medical tourism and private education sector; and growing the cruise industry.

Since joining the STB in 2008, Ms Lachmandas has taken on leadership roles in a wide range of areas, including manpower and labour policies, technology development and service excellence. In her previous role as Director of Service Quality, she championed and led service improvement strategies and initiatives to raise service standards within the tourism industry.

Professor Gerry George, Dean of SMU Lee Kong Chian School of Business said, “Neeta brings with her a proven track record as an administrator and a strategic thinker. Having worked in the services industry for many years, she has an in-depth understanding of Singapore’s services landscape, and would be able to bring fresh ideas and approaches to the work of ISES.

“Since its founding, ISES has established a strong reputation in research and as a thought leader in service excellence and customer satisfaction. As the Executive Director, Neeta will work closely with Academic Director Dr Marcus Lee in building upon this strong foundation to strengthen our already strong links with the government and industry through pioneering research, as well as broaden our engagement with the small and medium-sized enterprises by leveraging on the wealth of industry-relevant expertise that SMU possess. I am confident that with her extensive experience and expertise, Neeta will be able to take ISES to greater heights.”

Ms Lachmandas said, “Over the last few years, ISES has steadily built up its capabilities and expertise to emerge as an important partner in fostering a culture of service excellence in Singapore. I appreciate this opportunity to lead ISES in this exciting journey, and look forward to working with my team at ISES to further strengthen the linkages with various stakeholders, as well as enhance the intellectual contribution of ISES.”

The ISES was established in 2007 to champion service excellence and to enhance Singapore’s service competitiveness through benchmarking, industry engagement, research and thought leadership. To accomplish its objectives, ISES works in close collaboration and consultation with government agencies, industry leaders and scholars. Since its inception, ISES has successfully introduced the national customer satisfaction benchmark, Customer Satisfaction Index of Singapore (CSISG).

The CSISG is an annual benchmark of customer satisfaction, covering nine key economic sectors in Singapore.  The index has a quarterly measure-and-release cycle, covering up to three industry sectors each time. The CSISG serves as an objective barometer of service competiveness across countries, industry sectors, sub-sectors and companies. Companies can tap on the detailed CSISG reports and its unique cross-industry comparison capability to make strategic business decisions.

For more information, please contact:

Teo Chang Ching (Mr)

Assistant Director, Corporate Communications

Office of Corporate Communications & Marketing

DID: 6828 5238

Email: ccteo [at] smu.edu.sg