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What This Initiative Is About


Increasing your internal and external service standards are pivotal for your organization to be or remain world class. Unfortunately, today, only the brightest appreciate that if the "heart-ware" of an organization is not first orientated towards Service Excellence, there is precious little focusing on the "soft-ware" and "hard-ware" will ever do.


Without a shadow of a doubt, Awakening The Heart Of Service Excellence is a huge competitive advantage for your organization. To fully profit from it, everybody from the top person down needs to embody The Spirit Of Service Excellence, appreciate What Is At The Heart Of Service Excellence, learn from the Best Practices Of World Class Service Organizations and know the Absolute Truth Of How To Create A World Class Culture Of Service Excellence.


With that in mind, the truth is Awakening The Heart Of Service Across Your Organization By Shifting Service Excellence Mind Sets is the fastest and most effective way for you to Create A World Class Culture Of Service Excellence. It significantly "speeds up and improves the pace of service improvements" by creating a "pro- service" culture, while getting "everyone on the same page".


Furthermore, it is also likely to be, your lowest cost, highest profit activity. So, isn't it time you ingrained it as part of your organization's DNA?


What You Can Expect


A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime.


How This Initiative Is Conducted


This perspective shaping initiative is expertly run as a series of …


Illuminating introductions
Engaging dialogues
Interactive games & exercises
Thought provoking debriefs
Open questions & answer sessions
Reflection time-outs
Relevant case studies
Enriching assignments
Feedback loops


Initiative Outline


Part #1 - The Spirit Of Creating A World Class Culture Of Service Excellence


  • The Creating a World Class Culture Of Service Excellence Framework

  • The 5 Steps Towards Creating A World Class Culture Of Service Excellence

  • The Analogy Of The Stars and its relationship to Service Excellence

  • What's Going On In Your World And How Does It Relate To Service                                                 Excellence?

  • Service Excellence And How It Relates To You At Work, Home & At Play

  • The Demonstration Of What Service Really Is & Is Not

  • What Service Excellence Really Starts With


Part #2 - The Reality Of Creating A World Class Culture Of Service Excellence

  • Establishing What Sustainably Successful People and Organizations Have In Common

  • 5 Great Quotes For A Multidimensional Appreciation Of Service Excellence

  • The Appearing-Disappearing World Of Service Excellence


Part #3 - Service & Your Agreements With Your World

  • The “Why Do You Have A Job?” Dialogue

  • Getting To The Core Of What Every Service Interaction Is About

  • Your Agreements At Work, Home & At Play

  • Differentiating Between Your Job & Service

  • Exploring Service Excellence Case Studies

  • Learning From Organizations With A World Class Culture Of Service Excellence • The Ritz Carlton Experience

  • The Walt Disney Experience

Part #4 - Service Innovation, Service Excellence And The Missing Key To Financial Gain


  • The Coffee Value Chain

  • The 5 Key Dimensions Of Service Innovation

  • The Dynamics Of Service Versus Servitude Versus Slavery

  • How To Create A World Class Culture Of Service Excellence In SingPost

  • The Analogy Of The Stars Revisited

  • The Selfless Selfish Orientation Of Service Excellence Experiment

  • “As You Make Your Bed...” - Living Service Excellence As A Choice With Direct Consequences

Awakening The Heart Of Service Excellence

Your Chief Facilitator - Manoj Sharma

Who is Manoj Sharma?

Manoj Sharma is just a human being, doing his best to make a small difference in the world.


Professionally, Manoj Sharma is the Chief Facilitator of 


Manoj Sharma started his career in Special International Events for the Walt Disney Co. He continued, as a Group Business Development Director for a tech startup which was sold for SGD 23.5 million. He was subsequently the CEO of the Singapore Service Academy for more than 10 years. He has advised more than 300 large public and private organisations, assisted them with their organisational and professional development needs, as well as delivered keynotes and facilitated programs globally for more than 110,000 people. He considers this to be an absolute privilege.


Manoj sits on various committees. In 2003 he was invited by SPRING Singapore to advice on how to grow Singapore’s entrepreneurship landscape and subsequently sat of the Board of the Action Committee for Entrepreneurship. In 2012, he was invited by the Singapore Kindness Movement to conceptualise the framework for Kindness@Work, a national initiative designed to create a more gracious society starting with the CEOs of large organisations. Outside of his roles with the aforementioned organisations, he is highly active in the international start-up scene, as an investor, speaker, judge and thoroughly delights in mentoring entrepreneurs from around the world.


In his free time, Manoj enjoys playing a round of golf with his buddies. As for the future, Manoj looks forward to continue to contribute to society, to the best of his abilities.

Our Public Sector Clients

Our MNC & SME Clients

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