Develop Service Operations (Service Planning and Implementation)
Course Code: SL4-DSO-S
In-Company Training
This course covers the knowledge and application skills to develop a service operations plan in order to deliver service excellence. It involves developing a service operations plan which is 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.
- 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
Develop service operations plan that is in line with the organisation’s customer-focused strategy
-
Develop a roadmap for an organisation which 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
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
Evaluate performance of service operations against 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
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
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Fees | Individuals | |||
| Course Fee | $590.00 | |||
| Add: GST @ 9% of Course Fee | $53.10 | |||
| Total Fee Payable to SQC | $643.10 | |||
Contact us for more information.
- 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
Develop service operations plan that is in line with the organisation’s customer-focused strategy
-
Develop a roadmap for an organisation which 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
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
Evaluate performance of service operations against 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
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
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Fees | Individuals | |||
| Course Fee | $590.00 | |||
| Add: GST @ 9% of Course Fee | $53.10 | |||
| Total Fee Payable to SQC | $643.10 | |||
Contact us for more information.
