Full program description

Foster Transformation Through Service Redesign (WSQ Foster Service Innovation powered by ESSEC Business School)

What's In It For Me

  • Learn what is service innovation
  • how to lead your team to generate new ideas
  • Faciliate and evaluate the success of implemented service innovation ideas

Course Overview

How can your organisation develop a culture for everyone to dream and explore innovative ideas?

We know that internal advocates can positively transform the customer service experience, and improve customer satisfaction levels. However, to sustain competitive advantage and build long term shareholder value, every company requires a leader to inculcate and drive a robust service innovation culture.

Adapting the principles of the Design Thinking framework from ESSEC Business School, participants will learn special concepts to prepare and lead their teams to expand their horizons beyond existing services and service capabilities. Learners will be guided through a practice-oriented and experiential learning process to discover the true fundamentals of what it takes to be an engaged team leader so as to foster and promote a service innovation culture in support of organisational objectives.

Who Should Attend

Managers from various service industry sectors, such as Retail, Personal Transport Services, Tourism Hotel and Accommodation Services and the Food and Beverage industries.

Course Duration

16 hours / Full-time

Course Outline

  1. My role in Fostering Service Innovation
    In this segment, service innovation culture will be introduced through exciting examples and case studies from successful innovation service brands. Learners will also learn to identify work practices and procedures where service innovation can take place at their organisations. Most importantly, they will gain awareness of the characteristics, attributes and behaviours of a leader in service innovation.
      
  2. My role in Fostering Service Innovation - Facilitate and Evaluate 
    In this segment, learners will learn to identify service innovation opportunities through SWOT analysis and thereafter create a business plan to implement the service innovation ideas. They will also identify methods to evaluate the success of the implemented service innovation idea.
      
  3. My role in Fostering Service Innovation - Lead
    In this segment, useful ways and tools to facilitate and support the generation of service innovation ideas will be  shared. Learners will also be equipped with the knowledge and skills to evaluate and select the innovation ideas and facilitate them.

Mode of Assessment

Participants would be assessed through course assessment exercises during the programme. 

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 Foster Service Innovation

Course Objectives

At the end of the programme, participants will be able to :
  • Promote a service innovation culture within the organisation
  • Lead teams in generating service innovation ideas
  • Facilitate the implementation of service innovation ideas
  • Evaluate success of implemented 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 5. 

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:20

Price

Individual Pricing w/o GST w GST
Course Fee S$ 680.00 S$ 727.60
SkillsFuture Funding, >=21 yrs old ^ S$ 440.00 S$ 487.60
SkillsFuture Funding, >=40 yrs old S$ 68.00 S$ 115.60
WTS Funding (95%) S$ 34.00 S$ 81.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$ 680.00 S$ 727.60
SkillsFuture Funding, >=21 yrs old ^ S$ 440.00 S$ 487.60
SkillsFuture Funding, >=40 yrs old S$ 68.00 S$ 115.60
WTS Funding (95%) S$ 34.00 S$ 81.60
SME w/o GST w GST
Course Fee S$ 680.00 S$ 727.60
SkillsFuture Funding, >=21 yrs old ^ S$ 68.00 S$ 115.60
SkillsFuture Funding, >=40 yrs old S$ 68.00 S$ 115.60
WTS Funding (95%) S$ 34.00 S$ 81.60

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

Prices are inclusive of GST and subject to other LHUB miscellaneous fees

Individuals may enjoy UTAP and 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-0027760-SVCF to find this course.

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