Optimise Workforce for Service Excellence (People and Relationship Management)
Course Code: TGS-2019504209 | SSG Funded
In-Company Training
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
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $590.00 | $643.10 | $590.00 | $643.10 | $590.00 | $643.10 |
| Singapore Citizens (Aged 21 to 39 years old) | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Permanent Residents | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Citizens (Aged 40 years old and above) | $177.00 | $230.10 | $177.00 | $230.10 | $177.00 | $230.10 |
Skill Code: RET-CEX-4004-1.1
Skill Title: People and Relationship Management-4
Funding valid till 04 Aug 2027
* 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.
Contact us for more information.
- 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
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $590.00 | $643.10 | $590.00 | $643.10 | $590.00 | $643.10 |
| Singapore Citizens (Aged 21 to 39 years old) | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Permanent Residents | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Citizens (Aged 40 years old and above) | $177.00 | $230.10 | $177.00 | $230.10 | $177.00 | $230.10 |
Skill Code: RET-CEX-4004-1.1
Skill Title: People and Relationship Management-4
Funding valid till 04 Aug 2027
* 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.
Contact us for more information.
