Optimise Workforce for Service Excellence (People and Relationship Management) (16 hrs)

Course Code: CRS-Q-0039667-RET

This course covers knowledge and application skills to develop a manpower resource plan and optimise the use of the workforce in a service environment. This includes evaluating the performance of the team and communicating manpower plans and changes to the workforce.

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

  • Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
  • Evaluate performance of team in line with service operations plan
  • Optimise manpower resources for service excellence
  • Communicate manpower plans and changes to team

Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan

  • Plan manpower resource required to support the service operations plan of the organisation
  • Align manpower resource plan to the organisation’s vision, mission, values and service operations plan

Evaluate performance of team in line with service operations plan

  • Establish criteria to evaluate performance
  • Gather feedback and data on team performance
  • Identify areas of improvement for team performance

Optimise manpower resources for service excellence

  • Employ techniques to ensure that staff are able to perform different tasks within the service value chain according to organisational service standards
  • Re-design jobs to enhance productivity
  • Incorporate flexible schemes to handle variations in customer traffic

Communicate manpower plans and changes to team

  • Conduct team meetings to share the changes in job scope
  • Explain the rationale behind manpower changes
  • Reinforce how manpower changes will help the organisation achieve service excellence

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 manpower resource plan in line with organisation’s vision, mission, values and service operations plan
  • Evaluate performance of team in line with service operations plan
  • Optimise manpower resources for service excellence
  • Communicate manpower plans and changes to team
Course Contents

Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan

  • Plan manpower resource required to support the service operations plan of the organisation
  • Align manpower resource plan to the organisation’s vision, mission, values and service operations plan

Evaluate performance of team in line with service operations plan

  • Establish criteria to evaluate performance
  • Gather feedback and data on team performance
  • Identify areas of improvement for team performance

Optimise manpower resources for service excellence

  • Employ techniques to ensure that staff are able to perform different tasks within the service value chain according to organisational service standards
  • Re-design jobs to enhance productivity
  • Incorporate flexible schemes to handle variations in customer traffic

Communicate manpower plans and changes to team

  • Conduct team meetings to share the changes in job scope
  • Explain the rationale behind manpower changes
  • Reinforce how manpower changes will help the organisation achieve service excellence
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
March 9, 2020 - March 10, 2020 (9:00 am - 6:00 pm) Closed
September 10, 2020 - September 11, 2020 (9:00 am - 6:00 pm) Register Now
December 9, 2020 - December 10, 2020 (9:00 am - 6:00 pm) Register Now