Champion Service Innovation (Service Innovation Culture) (16 hrs)

Course Code: CRS-Q-0039659-RET

This course covers knowledge and application skills in championing a service innovation culture within the organisation. It involves the establishment of a service innovation strategy to provide directions that initiate the development of operating systems, policies and processes to support service excellence and innovation. It also involves evaluating the service innovation strategy and its impact on the organisation’s internal and external key performance indicators.

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

  • Develop service innovation framework that is in line with the organisation’s vision, mission and values
  • Establish a culture that promotes service innovation
  • Evaluate service innovation framework to analyse impact on organisation’s key performance indicators

Develop service innovation framework that is in line with the organisation’s vision, mission and values

  • Design components of a service innovation framework
  • Develop the process to put a new or significantly improved service concept into practice

Establish a culture that promotes service innovation

  • Define the organisational service innovation culture
  • Integrate the envisioned culture into organisational processes to orientate and train service staff
  • Develop organisational service innovation policies, procedures and guidelines

Evaluate service innovation framework to analyse impact on organisation’s key performance indicators

  • Employ methods to assess impact such as improvements to quality and quantity of a new product, service / work process, cost savings, and improved ratings

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

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

Duration : 2 days (16 hrs)
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 complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Key Benefits
  • Develop service innovation framework that is in line with the organisation’s vision, mission and values
  • Establish a culture that promotes service innovation
  • Evaluate service innovation framework to analyse impact on organisation’s key performance indicators
Course Contents

Develop service innovation framework that is in line with the organisation’s vision, mission and values

  • Design components of a service innovation framework
  • Develop the process to put a new or significantly improved service concept into practice

Establish a culture that promotes service innovation

  • Define the organisational service innovation culture
  • Integrate the envisioned culture into organisational processes to orientate and train service staff
  • Develop organisational service innovation policies, procedures and guidelines

Evaluate service innovation framework to analyse impact on organisation’s key performance indicators

  • Employ methods to assess impact such as improvements to quality and quantity of a new product, service / work process, cost savings, and improved ratings
Learning Methodology

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

Who Should Attend

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

Course Details

Duration : 2 days (16 hrs)
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 complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Details Registration
March 5, 2020 - March 6, 2020 (9:00 am - 6:00 pm) Closed