Develop Service Operations (Service Planning and Implementation) (16 hrs)
Course Code: TGS-2019504208 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- 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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $590.00 | $590.00 | $590.00 | $590.00 |
| Less: SkillsFuture Funding | $295.00 | $413.00 | $413.00 | $295.00 |
| Total Nett Fee | $295.00 | $177.00 | $177.00 | $295.00 |
| Add: GST @ 9% of Course Fee | $53.10 | $53.10 | $53.10 | $53.10 |
| Total Fee Payable to SQC | $348.10 | $230.10 | $230.10 | $348.10 |
Skill Code: RET-CEX-4016-1.1
Skill Title: Service Planning and Implementation-4
Funding valid till 04 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* 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.
- 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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $590.00 | $590.00 | $590.00 | $590.00 |
| Less: SkillsFuture Funding | $295.00 | $413.00 | $413.00 | $295.00 |
| Total Nett Fee | $295.00 | $177.00 | $177.00 | $295.00 |
| Add: GST @ 9% of Course Fee | $53.10 | $53.10 | $53.10 | $53.10 |
| Total Fee Payable to SQC | $348.10 | $230.10 | $230.10 | $348.10 |
Skill Code: RET-CEX-4016-1.1
Skill Title: Service Planning and Implementation-4
Funding valid till 04 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* 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 |
|---|---|
|
February 22, 2024 - February 23, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
May 15, 2024 - May 16, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
August 12, 2024 - August 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
November 12, 2024 - November 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
