The Service Transformation Programme (STEP) is one of Focus Learning’s premier flagship culture transformation consulting programme. As training intervention alone cannot guarantee the programme’s effectiveness, the programme will be managed through a project management approach. STEP encompasses an organisational development intervention (ODI) intervention that will transform the organisational service mindset as well as service culture practices. This will involve the participation of all levels of personnel, starting from the leadership before moving down to include the lower levels.

The backbone of the STEP programme is a set of SSP (Service Standards & Practices) that will be documented and practiced by all in the organisation after extensive training and coaching. ‘Enablers’, a set of activities to transform and sustain the desired service culture, will also be designed. STEP will ensure that a systematic platform is made available to each committed personnel to provide the guests and customers with the best value for money, polish and enhance their skills thus achieving continuous improvement in the service delivery of the organisation.