Develop Service Operations (Service Planning and Implementation)
(Synchronous e-learning) (16 hrs)

Course Code: TGS‐2019504208

This course covers the knowledge and application skills to develop service operations plans to deliver service excellence. It involves developing a service operation plan in line with the customer-focused strategy, communicating the service operations plan to the team, evaluating the service operations performance and implementing corrective action for improvement.

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

Note: This is an online course

Course Details

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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30

* 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

Date	Details
October 21, 2021 - October 22, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom	Open for registration (Fill in the enquiry form to know more)

Key Takeaways

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

• Develop a service operations plan that is in line with the organisation’s customer-focused strategy
• Communicate service operations plan to team
• Evaluate the performance of service operations against the organisation’s key performance indicators
• Implement corrective actions to improve service operations performance

Who Should Attend

This course is suitable for customer experience managers, store/branch managers, heads of departments, and outlet managers.

Programme Outlines

1. Develop a service operations plan that is in line with the organisation’s customer-focused strategy
   • Develop a roadmap for an organisation that charts out key organisational functions and resources to meet or exceed the expectations of customers
   • Understand the organisation’s direction and goals for medium to long term plans
   • Align service operations plan to the organisation’s strategy, to achieve its vision, mission and values
2. Communicate service operations plan to team
   • Communicate service operations plan to team:
     • Customer-focused strategy
     • Customer operations guidelines
     • Service standards
     • Service recovery framework
   • Use appropriate platforms to communicate to service coaches, professionals, and other business units/divisions:
     • Team meetings
     • Morning roll-calls
     • Townhall sessions
3. Evaluate the performance of service operations against the organisation’s key performance indicators
   • Use appropriate methods to evaluate performance by comparing actual performance against key performance indicators, service standards or other benchmark indicators
   • Obtain feedback from key stakeholders, customers and team
4. Implement corrective actions to improve service operations performance
   • Carry out planned activities or actions to resolve problems
     • Improve the design of products and services
     • Review the allocation of resources for service operations
     • Adjust standard operating procedures to improve efficiency

Methodologies

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.