Strategise Service Operations (Service Planning and Implementation) – Blended (16 + 2.5E^ hrs)

Course Code: CRS-Q-0039662-RET

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)

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30
Nett Fee after WTS* : $82.80

* 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 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
Course Contents

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
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.

Course Details

Duration : 16 Training Hours + 2.5 E-Learning Hours
Time : 9:00am to 6:00pm
E^ = E-Learning done outside Course Duration (hrs)

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30
Nett Fee after WTS* : $82.80

* 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
April 1, 2020 - April 2, 2020 (9:00 am - 6:00 pm) Register Now
July 2, 2020 - July 3, 2020 (9:00 am - 6:00 pm) Register Now
November 2, 2020 - November 3, 2020 (9:00 am - 6:00 pm) Register Now