“I joined the learning event because of curiosity. After attending a day training and doing exercises, I have learnt many things which helped me to stand in the customer’s shoes to assess and improve our service quality”, said Mr. Khanh Le – Deputy Director, Viet Dragon Center for Psychological Counseling and Skill Training.
Learning event for enhancing service quality
Ho Chi Minh City is the third location where Spark Center in cooperation with Adelphi (Germany) and Tuong Lai Centre for Health Education and Community Development organized the learning event on “Tools to enhance service quality for incubating social enterprises” on December 9, 2014. It has attracted 25 managers from consulting and training firms, public and non-governmental service providers.
The learning event focused on tools to understand customers, their current key services, and developing their business and service model. By sharing practical experience and useful exercises, Mr. Long Le Dinh (Development Director) and Ms. Quynh Anh Vu Thi (Executive Director) – two key trainers from Spark Center – have guided participants to get comprehensive overview on the needs for services of a company at different stages of business development, and to apply these tools to develop their business cases.
The service canvas and business model canvas are two particular tools which were well received by the participants. Mr. Hai Tran Minh (Director of Tuong Lai Center) shared: “Out of the three groups doing the service quality evaluation exercise, our group which included trainers from public schools and social staff did not finish the business service canvas as we were too cautious in the discussion and wording, so we have missed an opportunity to develop a complete service for ourselves. We should learn from private service providers who are very open during the learning”.
Change approach through the Marketplace
After the learning event, all participating service providers took part in the Marketplace on the next day with participation of 28 social enterprises involved in manufacturing, handicraft, heath care, education, and environment in HCM city. During the two-hour exchange event, both service providers and users had a chance to understand needs of users and the providers’ ability for service provision. By the end of the marketplace, they have found potential partners for their business and there were 4 MOUs signed. “Instead of waiting for businesses to come to us as happened in the past 10 years, I have changed my approach. I have actively engaged in deep discussions with most promising customers. This change has helped me to get concrete result of 2 signed MOU with the interested clients and to demonstrate my commitment in the service that we will provide”, said Mr. Dzung Chu – a representative of SDRC – a service provider. These changes have made a difference compared to some other providers who only got contacts of interested partners for further discussion in the future.
At the focus group discussion session of the user group, most of the social enterprises have shared various learning points from their participation in the Marketplace. They have received good advice on the services of important to their own businesses. However due to poor time management, quite a few enterprises did not manage to interact with all participating the providers. To select good services, they need to be well prepared before taking part in the Market place.
Through a series of events, 3 other local service providers have agreed to join hand with Spark Center to organize similar events for a bigger group of social enterprises and service providers in HCM city and surrounding provinces in 2015 in order to promote the service market for social enterprises development and incubation services.
More photos about events: