Date and Time
25 September 2019
8:45 am - 1:00 pm

NUS Business School, Room 03-04, Mochtar Riady Building, 15 Kent Ridge Drive, Singapore 119245
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Organised by: Spire


Competition for local talent, tightening quotas on foreign workers, and consolidation of the real estate industry — all challenge Singapore service industries. The only way forward is to up the game through higher productivity. Join industry and academic leaders at NUS’ first ever conference on service productivity. Hear how outstanding Singapore businesses have reconfigured their operations and marketing to increase productivity. Learn how to grow your business.

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8.45 – 9.00am

Panel 1

9.00 – 9.05am
Opening address
Prof Ivan Png
Distinguished Professor, Strategy & Policy, Economics, NUS
Principal Investigator, Service Productivity and Innovation REsearch (SPIRE)
9.05 ‐ 9.15am
Driving Continuous Improvement
Mr Kelvin Koh
Senior Vice President
DBS Bank
9.15 ‐ 9.25am
Federated Lockers Project: Findings from a Pilot Study
Prof Teo Chung Piaw
Provost’s Chair
Executive Director, NUS Institute of Operations Research and Analytics
9.25 ‐ 9.35am
Service Design as A Competitive Edge
Mr Michael Tan
Singapore Productivity Center
9.35 ‐ 9.45am
Retail Self-Checkout: Emotions and Consumer Usage
Assoc Prof Zhang Yan
Department of Marketing, NUS Business School
9.45 ‐ 10.05am
Panel discussion
Mr Albert Kho, Prof Teo Chung Piaw, Mr Michael Tan, Assoc Prof Zhang Yan

(Chair: Assoc Prof Leonard Lee)

10.05 ‐ 10.30am
Refreshment break

Panel 2

10.30 ‐ 10.40am
Check-out Automation for a Bakery
Mr Alex Liu Bin
Regional General Manager, BreadTalk Group Limited
10.40 ‐ 10.50am
Taxi Fleet Operations: Relocating Vehicles to Increase Productivity
Asst Prof He Long
Department of Analytics & Operations, NUS Business School
10.50 ‐ 11.00am
Cost Effective Service Excellence
Prof Jochen Wirtz
Vice Dean (Graduate Studies)
Department of Marketing, NUS Business School
11.00 ‐ 11.10am
Benchmarking in Foodcourts
Prof Ivan Png
Distinguished Professor, Strategy & Policy, Economics, NUS
11.10 ‐ 11.30am
Panel discussion
Mr Alex Liu, Asst Prof He Long, Prof Jochen Wirtz, Prof Ivan Png

(Chair: Assoc Prof Chong Juin Kuan)

11.30 ‐ 11.35am
Closing address
Assoc Prof Chong Juin Kuan
Deputy Director, Centre for Behavioural Economics
Department of Marketing, NUS Business School
11.35am – 1.00pm