SAF MP COMMAND EMBARKS ON SERVICE EXCELLENCE JOURNEY

Good service may be a phrase that is commonly associated with retail or tourism industries, but Colonel (COL) Mike Yong, Commander of the Singapore Armed Forces (SAF) Military Police (MP) Command, hopes that it will become an instinctive trait of the daily work culture for the Military Police.

This is also in line with the recent Ministry of Defence and SAF initiative to enhance service standards so as to create a positive customer experience.

As exemplified through the unit's motto - "Pride, Discipline and Honour" - MP Command's main mission is to uphold and enforce military law and order in the SAF. Long gone, however, are the "old and crude" ways of dealing with people.

In his opening speech at the launch of the Leading Service Excellence program for MP Command on 14 Aug, COL Yong highlighted the importance of embracing a "softer approach to become truly customer-focused and professional".

"As the Military Police, we serve on the front-line for the SAF and MINDEF. And in our line of business, we have to deal with not just SAF personnel, but also members of the public in many situations," noted COL Yong.

"Some of these dealings are usually not too pleasant and involve things like enforcements, investigations, detention."

"But can these unpleasant dealings be delivered with a little more finesse? While it is imperative that we project professionalism as Military Policemen, courtesy and respect in our interactions must be conscientiously practised," he added.

In order to spread this message down to the men on the ground, service excellence has to start with the leaders. As such, the programme kicked off with a one-day introductory workshop which was attended by more than 100 senior staff from MP Command. Participants brainstormed about ways to lead their men in providing better service to their "customers".

First Sergeant Edward s/o Susenathen, a SAF Detention Barracks (DB) Record In-Charge, said: "Apart from interacting with the detainees, we also conduct visits for their parents, so I come into contact with members of the public a lot."

"It's important for me to impart the correct attitude and knowledge to the men in my department, so that they know how to present themselves and approach the parents in the right manner. Just your tone of voice and way you speak can make a big difference in the kind of impression you give others," he shared with cyberpioneer.

The programme will be incorporated as part of the basic curriculum for new entrants at the MP Training School, while existing staff will undergo more advanced training and seminars. They will also continue to be kept updated on the latest skills and management techniques in delivering excellent service.