Channel News Asia - 10 December, 2009
SINGAPORE: The Singapore Workforce Development Agency (WDA) has set a target of training 24,000 individuals each year under the service excellence workforce skills qualifications framework.
Mr Chan Heng Kee, CEO of WDA, said the training is not just for operational front-line staff, and that managers and superviors will also have to be in the know to deliver service excellence.
Mr Chan said: "We are looking at expanding much more into managerial and supervisory level training because it's not just the front line staff that are important in service quality. |
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"Very often, it's the managers and supervisors who need to be well versed with the skills to run service organisations, who can then design the services the front-line staff can execute."
In line with the initiative, the Service Quality Centre has been appointed as a Continuing Education and Training (CET) centre to deliver the Service Excellence Workforce Skills Qualifications (WSQ) training.
The S$1.5 million training centre at Eunos is the first to offer service excellence training with more interactive methods. These include the use of game show style learning activities and simulation of different service scenarios.
To date, over 11,000 trainees from 260 companies have graduated from the Service Quality Centre.
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