Optimise Workforce for Service Excellence (People and Relationship Management)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504209
This course covers knowledge and application skills to develop a manpower resource plan and optimise the use of the workforce in a service environment. This includes evaluating the performance of the team and communicating manpower plans and changes to the workforce.
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 |
|---|---|
| November 29, 2021 - November 30, 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 manpower resource plan in line with organisation’s vision, mission, values and service operations plan
- Evaluate the performance of the team in line with the service operations plan
- Optimise manpower resources for service excellence
- Communicate manpower plans and changes to team
Who Should Attend
This course is suitable for customer experience managers, store/branch managers, heads of departments, and outlet managers.
Programme Outlines
- Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
- Plan manpower resources required to support the service operations plan of the organisation
- Align manpower resource plan to the organisation’s vision, mission, values and service operations plan
- Evaluate the performance of the team in line with the service operations plan
- Establish criteria to evaluate the performance
- Gather feedback and data on team performance
- Identify areas of improvement for team performance
- Optimise manpower resources for service excellence
- Employ techniques to ensure that staff are able to perform different tasks within the service value chain according to organisational service standards
- Re-design jobs to enhance productivity
- Incorporate flexible schemes to handle variations in customer traffic
- Communicate manpower plans and changes to the team
- Conduct team meetings to share the changes in job scope
- Explain the rationale behind manpower changes
- Reinforce how manpower changes will help the organisation achieve service excellence
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.
