Champion Service Innovation
(Service Innovation Culture)(16 hrs)

Course Code: TGS‐2019504259

This course covers knowledge and application skills in championing a service innovation culture within the organisation. It involves establishing a service innovation strategy to provide directions that initiate the development of operating systems, policies and processes to support service excellence and innovation. It also involves evaluating the service innovation strategy and its impact on its internal and external key performance indicators.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

Note: This is an In-Company training. 

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Contact us for more information. 

Key Takeaways

Upon completion of this workshop, participants will be able to;

• Develop a service innovation framework that is in line with the organisation’s vision, mission and values
• Establish a culture that promotes service innovation
• Evaluate service innovation framework to analyse the impact on organisation’s key performance indicators

Who Should Attend

This course is suitable for vice presidents, customer experience directors, regional directors, and marketing and communications directors.

Programme Outlines

1. Develop a service innovation framework that is in line with the organisation’s vision, mission and values
   • Design components of a service innovation framework
   • Develop the process to put a new or significantly improved service concept into practice
2. Establish a culture that promotes service innovation
   • Define the organisational service innovation culture
   • Integrate the envisioned culture into organisational processes to orientate and train service staff
   • Develop organisational service innovation policies, procedures and guidelines
3. Evaluate service innovation framework to analyse the impact on organisation’s key performance indicators
   • Employ methods to assess impacts such as improvements to quality and quantity of a new product, service/work process, cost savings, and improved ratings

Methodologies

Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.