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Be A Service Design Thinker! (WSQ Engage in Service Innovation Initiatives powered by ESSEC Business School) is a Program

Be A Service Design Thinker! (WSQ Engage in Service Innovation Initiatives powered by ESSEC Business School)

Time limit: 16 days

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Full program description

Be A Service Design Thinker! (WSQ Engage in Service Innovation Initiatives powered by ESSEC Business School)

Course Overview

READY FOR A BREAKTHROUGH?

Service Innovation is one of the most powerful ways to achieve business excellence in today's market field. With Design Thinking fundamentals equipped in this programme, participants can apply these user-centric concepts across businesses such as product development and design, service touch-points, value-creation and enhancements and even to individuals and their personal lives.

Participants will undergo the Design Thinking framework, understand key insights, work through idea generation and evaluation as well as rapid prototyping through a series of interactive and fun activities. Learn the importance of framing insights, the desirability-viability-feasibility criteria model and the concept of minimal viable product / service.

Who Should Attend

Frontline service staff (i.e. customer service representatives, store advisors, service crews, etc.) from various industry sectors and backend support staff facilitating service delivery processes.

Course Duration

16 hours / Full-time

Course Outline

1. Recognise the importance of Service Innovation
  • Definition of Service Innovation
  • Importance of Service Innovation
  • Different types of Service Innovations

2. Generate Potential Service Innovation Ideas to Transform the Customer Experience

  • The Service Innovation Process
  • Your Role in Service Innovation
  • Enablers of Service Innovation
  • Sport REAL Serivce Innovation
  • Investigate Opportunities
  • Diverging and Converging
  • Two Methods of Dreaming - S.C.A.M.P.E.R and Picture Simulation

3. Evaluate Potential Service Innovation Ideas according to Organisational Criteria

  • Evaluating by Narrowing Down
  • It's time to vote
  • What criteria can we use?
  • Idea log
  • Mock-up: What is it?
  • Types of Mock-up
  • Stakeholders and Elevated Pitch

4. Present Mock - up of Service Innovation Ideas to stakeholders

  • Prepare your mock - up
  • Group presentation
  • ABCDE Method of refining Ideas
  • Following up on an idea

Mode of Assessment

Participants would be assessed through course assessment exercises.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to WSQ Engage in Service Innovation Initiatives

Course Objectives

At the end of the programme, participants will be able to :
  • Recognise the importance of service innovation
  • Generate service innovation ideas to transform the customer experience
  • Evaluate service innovation ideas
  • Present a mock-up of service innovation ideas

Pre-requisites

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.

Medium of Instruction & Trainer

English

Trainer: Trainee Ratio is 1: 20

Price

 

Individual Sponsored

Non-SME

SME

 

w/o GST

w GST

w/o GST

w GST

w/o GST

w GST

Original Course Fee

 $520.00

 $556.40

 $520.00

 $556.40

 $520.00

 $556.40

Singapore Citizens & PRs aged 21 years and above

 $248.00

 $284.40

 $248.00

 $284.40

 $120.00

 $156.40

Singapore Citizens aged 40 years and above

 $120.00

 $156.40

 $120.00

 $156.40

 $120.00

 $156.40

Singapore Citizens aged 35 years and above who are not earning more than $2,000 per month (WTS Scheme)

 $96.00

 $132.40

 $96.00

 $132.40

 $96.00

 $132.40

^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

Individuals may enjoy WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0027570-SVCF to find this course.

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.

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