Foster Service Innovation (Service Innovation Culture) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039664-RET

*Online Course*

This course covers knowledge and application skills in promoting the service innovation culture in the organisation. It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.

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

  • Promote a service innovation culture within the organisation
  • Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria
  • Facilitate the implementation of service innovation ideas at the workplace
  • Evaluate success of implemented service innovation ideas

Promote a service innovation culture within the organisation

  • Apply suitable methods to promote a service innovation culture within the organisation
  • Build organisational work practices and procedures that support service innovation

Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria

  • Develop the characteristics of a service leader in terms of the skills, attributes and behaviours required to lead teams in generating service innovation ideas

Facilitate the implementation of service innovation ideas at the workplace

  • Facilitate the implementation of service innovation ideas by:
    – Developing a business case
    – Soliciting senior management’s endorsement
    – Guiding staff in the development of implementation plans
    – Identifying resources required
  • Pilot the service innovation ideas
  • Identify the key performance indicators to measure success of service innovation ideas
  • Identify the areas of improvement and key considerations for large scale implementation

Evaluate success of implemented service innovation ideas

  • Monitor and analyse the implemented service innovation ideas to ascertain gaps and instil best practices
  • Apply appropriate methods to evaluate the success of implemented service innovation ideas

The course will be conducted through online LIVE streaming via Zoom. 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

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

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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.

Key Benefits
  • Promote a service innovation culture within the organisation
  • Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria
  • Facilitate the implementation of service innovation ideas at the workplace
  • Evaluate success of implemented service innovation ideas
Course Contents

Promote a service innovation culture within the organisation

  • Apply suitable methods to promote a service innovation culture within the organisation
  • Build organisational work practices and procedures that support service innovation

Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria

  • Develop the characteristics of a service leader in terms of the skills, attributes and behaviours required to lead teams in generating service innovation ideas

Facilitate the implementation of service innovation ideas at the workplace

  • Facilitate the implementation of service innovation ideas by:
    – Developing a business case
    – Soliciting senior management’s endorsement
    – Guiding staff in the development of implementation plans
    – Identifying resources required
  • Pilot the service innovation ideas
  • Identify the key performance indicators to measure success of service innovation ideas
  • Identify the areas of improvement and key considerations for large scale implementation

Evaluate success of implemented service innovation ideas

  • Monitor and analyse the implemented service innovation ideas to ascertain gaps and instil best practices
  • Apply appropriate methods to evaluate the success of implemented service innovation ideas
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

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

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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
April 2, 2020 - April 3, 2020 (9:00 am - 6:00 pm) Closed
September 3, 2020 - September 4, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
November 16, 2020 - November 17, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now