Championing Kaizen: The New CEO Singapore of SingPost Sets Out on a Path of Ongoing Development and Digital Revolution

This article is part of a series of interviews with SingPost senior leaders on the 'Future of Work' - an initiative within the Group designed to support its transformation into a technology-driven logistics enterprise. The 'Future of Work' initiative comprises a focus on employee upskilling through its Future of Work Academy, digital and automation Centres of Excellence (CoEs) and, through a partnership with Google, an Innovation Lab. This series captures the views and vision of business leaders driving change through the organisation.

SINGAPORE — Recently appointed CEO Singapore, SingPost, Shahrin Abdol Salam is bringing a new perspective based in the Japanese philosophy of Kaizen to a fast changing postal landscape. Shahrin's approach emphasises continuous improvement, collaboration, and fostering a culture of excellence. He maintains a strong commitment to community development as SingPost navigates the dual challenges of declining postal volumes and the imperative for digital transformation to capitalise on emerging eCommerce opportunities.

Dual Role: Corporate Leader and Community Advocate

Shahrin's unique position as both a corporate leader and an active grassroots volunteer gives him a holistic view of Singapore's development. "My role at SingPost and my community work are two sides of the same coin," Shahrin explains. "Both are about driving progress and improving lives, whether it's through better postal services or community initiatives."

Shahrin applies his corporate skills to community concerns as a board member of the Movement for the Intellectually Disabled of Singapore (Minds) and various community leadership positions with Peoples’ Association and also M3@Jurong. "Community development benefits equally from the same continuous improvement concepts that we adopt at SingPost," he says. "It's about making little, incremental changes that add up to impactful improvements in people's lives."

Kaizen: A Philosophy for Challenging Times

Kaizen, which means "change for the better" in Japanese, is at the core of Shahrin's management philosophy. "Kaizen isn't about making drastic changes overnight," Shahrin explains. "It's about creating an environment in which every person—in the community or in the business world—is empowered to improve continually, for example, enhancing safety, service excellence, and other work procedures which leads to better results and a safer workplace."

This approach is particularly relevant given Singapore's current economic landscape. With the Ministry of Trade and Industry (MTI) maintaining its 2024 GDP growth forecast at 1.0 to 3.0 percent, and the labour market showing signs of cooling demand, Shahrin believes that the principles of Kaizen can help SingPost navigate these challenges effectively.¹

The Three Cs: Collaboration, Community of Excellence, and Celebrating Successes

Shahrin's strategy focuses on what he calls the "Three Cs," which he believes are fundamental to SingPost's transformation:

1. Collaboration: "In the spirit of Kaizen, we believe that the best ideas can come from anywhere in the organisation," Shahrin states. This collaborative approach is particularly important as SingPost integrates new technologies, aims to demystify AI and automation, reduces fears and encourages innovation.
2. Community of Excellence: Shahrin emphasises building a culture where excellence is the norm. This aligns with Singapore's broader push for workforce upskilling and business transformation, as highlighted in recent Ministry of Manpower (MOM) reports.²
3. Celebrating Successes: "By celebrating our successes, both big and small, we reinforce the behaviours and attitudes that drive continuous improvement," Shahrin notes. This positive reinforcement is crucial in maintaining employee morale during times of change.

Empowering Employees in the Age of AI

In his role as a grassroots leader, meeting people from all walks of life, Shahrin is keenly aware of the anxieties many in the workforce face in light of advancing technologies. This concern is particularly relevant given the broader trends in Singapore's labour market. According to SkillsFuture Singapore, there's an increasing demand for skills related to AI applications across various sectors.³

"One of the most pressing questions on employees' minds is whether generative AI, analytics, and automation will replace them," Shahrin acknowledges. "It's a valid concern, and one that we're addressing head-on through open communication and proactive measures."

Shahrin sees this as a crucial moment for both SingPost and Singapore as a whole. "AI is not going to displace our workforce," he emphasises. "Instead, we're focusing on how these technologies can augment employees' capabilities and make their work more efficient and fulfilling. AI is a technology to help our employees. This approach aligns with our national goal of building a Smart Nation, where technology enhances rather than replaces human potential."

Kaizen and Employee Engagement

Shahrin understands the direct relationship between employee engagement and Kaizen. "Kaizen humanises the workplace," he says. "It gives each person the ability to pinpoint areas that need work and offer workable fixes. High degrees of employee engagement are mostly dependent on this feeling of ownership and participation.

Through participation of staff members at all levels in development projects, SingPost is improving operations and raising job satisfaction. This strategy is consistent with studies indicating that firms who adopt Kaizen frequently report more employee engagement since employees feel more appreciated and invested in the success of the business. Creating an environment where staff’s morale is high is the outcome of his leadership drive that keeps people at the core of everything that he does.

A Vision for the Future

Understanding that technology is changing quickly, Shahrin has given upskilling programmes a lot of weight. "Our workforce is being equipped with the skills needed to thrive in this new era in large part thanks to our Future of Work Digital Academy," he says. Beyond SingPost, this dedication to education is in line with government programmes like SkillsFuture, which seeks to encourage Singaporeans to acquire lifelong learning and skills

In leading SingPost's Singapore operations into a new era, Shahrin Abdol Salam's dedication to Kaizen, ongoing development, and community development presents a viable strategy for changing the business and advancing the country. Focusing on the Three Cs—collaboration, a community of excellence, and celebrating accomplishments—the Singapore Business Unit is positioned, under his direction, to navigate the difficulties of a shifting economic environment to support innovation and growth. He truly believes that all actions must make a positive impact and thus, every delivery count for people and planet.

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¹ Ministry of Trade and Industry Singapore, "Economic Survey of Singapore 2023,"

² Ministry of Manpower Singapore, "Labour Market Report First Quarter 2024"

³ SkillsFuture Singapore, "Skills Demand for the Future Economy".

⁴ Masaaki Imai, "Gemba Kaizen: A Commonsense Approach to a Continuous Improvement Strategy," McGraw Hill Professional, 2012.

⁵ SkillsFuture Singapore, "About SkillsFuture".