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Strategise Service Operations
(Service Planning and Implementation) – Blended (16 + 2.5 e-learning hrs)

Course Code: TGS‐2019504250

This course covers knowledge and application skills required to plan for and support the organisation’s service operations. It involves developing an operations strategy, planning processes and infrastructure required to support service operations, and assessing the organisation’s resource capacity. In addition, it involves developing performance indicators to measure performance, improve service operations efficiency, and plan for business continuity.

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: 16 Training Hours + 2.5 E-Learning Hours
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 service operations strategy in accordance with the organisation’s customer-focused strategy
  • Assess the organisation’s service capacity to minimise service disruptions
  • Develop key performance indicators to measure service operations performance
  • Establish a business continuity plan for ongoing service excellence

Who Should Attend

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

Programme Outlines

  1. Develop service operations strategy in accordance with the organisation’s customer-focused strategy
    • Identify a service operations strategy that is aligned to the customer focus of the organisation, provides a competitive advantage and is clearly understood
    • Develop a service operations strategy with clearly defined objectives, customer demands pattern and required support and resources
  2. Assess the organisation’s service capacity to minimise service disruptions
    • Identify process, infrastructure, technological and human resource requirements to support the service operations strategy
    • Ascertain growth trends and patterns, staff capacity and productivity, and current resource utilisation and future requirements
  3. Develop key performance indicators to measure service operations performance
    • Select a variety of indicators including quantitative and qualitative, leading and lagging, and process and output indicators
    • Setting targets and benchmarks that are aligned to the needs and priorities of the organisation
  4. Establish a business continuity plan for ongoing service excellence
    • Develop a business continuity plan that includes adherence to regulation, business impact analysis, contingency plan and readiness procedure
    • Establish a plan for communication of business continuity procedures, train staff to execute plans and conduct mock exercises

Methodologies

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

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