Case Study
ICT

Groundbreaking Thai Achievement for Service Excellence

“BSI provided expert guidance and a credible framework for achieving the Kitemark for Service Excellence.”

Mr. Sithidej Mayalarp Director and CEO, SKY ICT

“Their industry experience and structured approach helped SKY ICT navigate challenges and embed a culture of service excellence.”

Mr. Sithidej Mayalarp Director and CEO, SKY ICT

The People

SKY ICT is a Thailand based systems integrator providing IT enabled business solutions across public and private sectors.

The organization supports national aviation operations through integrated passenger processing systems, airport management platforms, smart security technologies, and long term managed services.

The Challenge

SKY ICT sought to strengthen service quality across its aviation service portfolio.

The organization aimed to establish a structured, measurable approach aligned with global best practice.

Key challenges included:

Implementing a new standard with no benchmark organizations in Thailand or the wider region.
Developing and maintaining dual language documentation required for certification.
Meeting a tight implementation timeline across multiple operational teams.
Embedding a consistent service excellence mindset throughout the organization.

The Solution

BSI provided a clear, structured framework to support SKY ICT in aligning its service model to the requirements of the Kitemark™ for Service Excellence.

This included:

Guidance on system design, documentation alignment and operational readiness.
Assessment services that provided objective insights into process consistency, service quality, and customer experience controls.
Support to help internal teams adopt a standardized, evidence based approach to service delivery.

Key benefits identified

SKY ICT strengthened tracking of customer feedback, complaints, service recovery, and CSAT insights - enabling a more consistent customer experience across touchpoints.
Implementation of the STARS service culture and recognition programmes - such as town halls and monthly awards - helped increase engagement and clarity around service expectations.
Integration of digital tools supported real time VOC dashboards, SLA monitoring, and operational performance analytics, improving visibility and decision making.
Structured reviews, KPI tracking, and continuous improvement initiatives were embedded across operations, supporting more reliable and consistent service delivery.
SKY ICT became the first organization in Asia Pacific and the first outside the UK to achieve the Kitemark™ for Service Excellence—an important milestone in demonstrating measurable, independently verified service excellence.
Employees reported increased pride, motivation, and empowerment following certification. Regular communication, recognition programmes, and new channels for feedback and innovation helped strengthen engagement across the organization.

Why BSI

According to SKY ICT, BSI’s expertise and structured methodology were central to navigating new standard adoption.

Embedding organization wide service excellence practices.

SKY ICT plans to expand Kitemark™ for Service Excellence adoption to additional airport services.

The organization is also developing an integrated digital customer experience platform to unify CSAT, VOC, complaints, and SLA performance data in one environment