Management is the key to innovation in service sector: Wowprime chief
The China Post news staffTai Sheng-yi, chairman of the Wowprime Group and owner of a variety of restaurant chains in Taiwan yesterday said the key to service industry innovation is management, not product.
October 12, 2012, 1:33 pm TWN
Tai made the remarks in response to the National Day Address made Wednesday by President Ma Ying-jeou, who expressed hope Taiwan can be a “pioneer in service industry innovation.”
The Wowprime chief, who is studying to get his EMBA degree at National Taiwan University, was asked just exactly what “service industry innovation” meant.
“Many people believe that the key to service industry innovation is product. I beg to differ,” he said. “The key lies in management, which is the driver for service industry innovation.”
According to him, the Wowprime Group manages its staff and employees based on the principle of providing quality, luxurious service, which he said has won the business and trust of customers who always come back to Wowprime restaurants.
“In the past, our customer service line always had more customers who complained about us than customers who praised us,” he said. “Yet that has changed in September, when 379 called to complain and 382 called to praise us. This is really a watershed moment for us.”
“One of our employees even went so far as to send a gift, with his own money, to a customer whose birthday was coming up. And when he wrote the customer's address wrong, and the gift was sent back, he drove a hundred miles just to deliver the gift to that customer on his birthday,” he added.