Develop Service Operations (Service Planning and Implementation) (16 hrs)

Course Code: CRS-Q-0039668-RET

This course covers 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 service operations plan that is in line with the organisation’s customer-focused strategy
  • Communicate service operations plan to team
  • Evaluate performance of service operations against 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, videos, and case studies.

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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
Nett Fee after WTS* : $70.80

* 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 operations plan that is in line with the organisation’s customer-focused strategy
  • Communicate service operations plan to team
  • Evaluate performance of service operations against organisation’s key performance indicators
  • Implement corrective actions to improve service operations performance
Course Contents

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
Learning Methodology

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

Who Should Attend

This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
Nett Fee after WTS* : $70.80

* 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 13, 2020 - February 14, 2020 (9:00 am - 6:00 pm) Closed
August 24, 2020 - August 25, 2020 (9:00 am - 6:00 pm) Register Now
November 26, 2020 - November 27, 2020 (9:00 am - 6:00 pm) Register Now