Customer Service SOP Project

Client : MBO Cinema MCAT Box Office

This project involved the personalized design and development of MBO Cinema’s Customer Service Standard Operating Procedures (SOPs) intended to revamp the company’s personalized customer service. We deployed design thinking processes throughout the 6-month project, using modules such as empathy field work, customer experience immersion, Mystery Shopper plug-ins, search for insights, idea storming, prototype building for customer service SOPs and processes, and scripts. We also produced a user-friendly SOP Manual—a practical and effective tool for the operations team. The SOPs were completed in 2014 and are still used today in all MBO Cinemas.


  • Lim Eng Hee, CEO, MBO Cinema
  • Mariam El-Bacha, Director of Operation, MBO Cinema
  • MBO Crew, Assistant Cinema Supervisors, Assistant Cinema Managers, Cinema Managers
  • Mystery Shoppers
  • MBO guests
  • MBO key management team members from Technical, Audit, Finance and Human Resource departments

Posted on

June 4, 2020