Strategise Service Operations (Service Planning and Implementation) – Blended (16 + 2.5E^ hrs)
Course Code: TGS-2019504250 | SSG Funded
*Classroom-based Learning*
In-Company Training
This course covers knowledge and application skills required to plan for and support the organisation’s service operations. It involves the development of an operations strategy, planning of processes and infrastructure required to support service operations and assessment of the organisation’s resource capacity. It also involves the development of performance indicators to measure performance and improve service operations efficiency as well as planning for business continuity.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Develop service operations strategy in accordance with the organisation’s customer-focused strategy
- Assess the organisation’s service capacity to minimise service disruptions
- Develop key performance indicators to measure service operations performance
- Establish business continuity plan for ongoing service excellence
Develop service operations strategy in accordance with the organisation’s customer-focused strategy
- Identify a service operations strategy that is aligned to the customer focus of the organisation, provides a competitive advantage and is clearly understood
- Develop a service operations strategy with clearly-defined objectives, customer demands pattern and required support and resources
Assess the organisation’s service capacity to minimise service disruptions
- Identify process, infrastructure, technological and human resource requirements to support the service operations strategy
- Ascertain growth trends and patterns, staff capacity and productivity, and current resource utilisation and future requirements
Develop key performance indicators to measure service operations performance
- Select a variety of indicators including quantitative and qualitative, leading and lagging, and process and output indicators
- Setting targets and benchmarks that are aligned to the needs and priorities of the organisation
Establish business continuity plan for ongoing service excellence
- Develop a business continuity plan that includes adherence to regulation, business impact analysis, contingency plan and readiness procedure
- Establish a plan for communication of business continuity procedures, train staff to execute plans and conduct mock exercises
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.
Duration : 16 Training Hours + 2.5 E-Learning Hours
Time : 9:00am to 6:00pm
E^ = E-Learning done outside Course Duration (hrs)
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 | $690.00 | $690.00 | $690.00 | $690.00 |
| Less: SkillsFuture Funding | $345.00 | $483.00 | $483.00 | $345.00 |
| Total Nett Fee | $345.00 | $207.00 | $207.00 | $345.00 |
| Add: GST @ 9% of Course Fee | $62.10 | $62.10 | $62.10 | $62.10 |
| Total Fee Payable to SQC | $407.10 | $269.10 | $269.10 | $407.10 |
Skill Code: RET-CEX-5016-1.1
Skill Title: Service Planning and Implementation-5
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.
Contact us for more information.
- Develop service operations strategy in accordance with the organisation’s customer-focused strategy
- Assess the organisation’s service capacity to minimise service disruptions
- Develop key performance indicators to measure service operations performance
- Establish business continuity plan for ongoing service excellence
Develop service operations strategy in accordance with the organisation’s customer-focused strategy
- Identify a service operations strategy that is aligned to the customer focus of the organisation, provides a competitive advantage and is clearly understood
- Develop a service operations strategy with clearly-defined objectives, customer demands pattern and required support and resources
Assess the organisation’s service capacity to minimise service disruptions
- Identify process, infrastructure, technological and human resource requirements to support the service operations strategy
- Ascertain growth trends and patterns, staff capacity and productivity, and current resource utilisation and future requirements
Develop key performance indicators to measure service operations performance
- Select a variety of indicators including quantitative and qualitative, leading and lagging, and process and output indicators
- Setting targets and benchmarks that are aligned to the needs and priorities of the organisation
Establish business continuity plan for ongoing service excellence
- Develop a business continuity plan that includes adherence to regulation, business impact analysis, contingency plan and readiness procedure
- Establish a plan for communication of business continuity procedures, train staff to execute plans and conduct mock exercises
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.
Duration : 16 Training Hours + 2.5 E-Learning Hours
Time : 9:00am to 6:00pm
E^ = E-Learning done outside Course Duration (hrs)
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 | $690.00 | $690.00 | $690.00 | $690.00 |
| Less: SkillsFuture Funding | $345.00 | $483.00 | $483.00 | $345.00 |
| Total Nett Fee | $345.00 | $207.00 | $207.00 | $345.00 |
| Add: GST @ 9% of Course Fee | $62.10 | $62.10 | $62.10 | $62.10 |
| Total Fee Payable to SQC | $407.10 | $269.10 | $269.10 | $407.10 |
Skill Code: RET-CEX-5016-1.1
Skill Title: Service Planning and Implementation-5
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.
Contact us for more information.
