Optimise Workforce for Service Excellence (People and Relationship Management) (16 hrs)
Course Code: TGS-2019504209 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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, 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-4004-1.1
Skill Title: People and Relationship Management-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 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, 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-4004-1.1
Skill Title: People and Relationship Management-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 |
|---|---|
|
March 26, 2024 - March 27, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
June 25, 2024 - June 26, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
September 25, 2024 - September 26, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
December 19, 2024 - December 20, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
