SERVICE INNOVATION CULTURE L4: FOSTER SERVICE INNOVATION POWERED BY ESSEC

SERVICE INNOVATION CULTURE L4: FOSTER SERVICE INNOVATION POWERED BY ESSEC

Funded

Course Duration

16.0 hr(s)

Mode of Assessment

Participants would be assessed through course assessment exercises during the programme.

Who Should Attend

Managers from various service industry sectors, such as Retail, Personal Transport Services, Tourism Hotel and Accommodation Services and the Food and Beverage industries.

Course Overview

How can your organisation develop a culture for everyone to dream and explore innovative ideas?

We know that internal advocates can positively transform the customer service experience, and improve customer satisfaction levels. However, to sustain a competitive advantage and build long term shareholder value, every company requires a leader to inculcate and drive a robust service innovation culture.

Adapting the principles of the Design Thinking framework from ESSEC Business School, participants will learn special concepts to prepare and lead their teams to expand their horizons beyond existing services and service capabilities. Learners will be guided through a practice-oriented and experiential learning process to discover the true fundamentals of what it takes to be an engaged team leader so as to foster and promote a service innovation culture in support of organisational objectives.

Course Schedule

Next available schedule

See All Schedules

Course Objectives

At the end of the programme, participants will be able to :

  • Promote a service innovation culture within the organisation
  • Lead teams in generating service innovation ideas
  • Facilitate the implementation of service innovation ideas
  • Evaluate the success of implemented service innovation ideas

Pre-requisites

  • Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 5.
  • Hardware & Software
    This course will be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must own a zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download

System Requirement

Must Have:

Please ensure that your computer or laptop meets the following requirements.

  • Operating system: Windows 10 or MacOS (64 bit or above)
  • Processor/CPU: 1.8 GHz, 2-core Intel Core i3 or higher
  • Minimum 20 GB hard disk space.
  • Minimum 8 Gb RAM
  • Webcam (The camera must be turned on for the duration of the class)
  • Microphone
  • Internet Connection: Wired or Wireless broadband
  • Latest version of Zoom software to be installed on computer or laptop prior to the class.

Good to Have:

  • Wired internet connection
    Wired internet will provide you with stable and reliable connection.
  • Dual monitors
    Using a dual monitor setup will undoubtedly improve your training experience, enabling you to simultaneously participate in hands-on exercises and maintain engagement with your instructor.

Not Recommended:

Using tablets is not recommended due to their smaller screen size, which could cause eye strain and discomfort over the course of the program's duration.

Course Outline

  1. My role in Fostering Service Innovation

In this segment, service innovation culture will be introduced through exciting examples and case studies from successful innovation service brands. Learners will also learn to identify work practices and procedures where service innovation can take place at their organisations. Most importantly, they will gain awareness of the characteristics, attributes and behaviours of a leader in service innovation.

  1. My role in Fostering Service Innovation – Facilitate and Evaluate 

In this segment, learners will learn to identify service innovation opportunities through SWOT analysis and thereafter create a business plan to implement the service innovation ideas. They will also identify methods to evaluate the success of the implemented service innovation idea.

  1. My role in Fostering Service Innovation – Lead

In this segment, useful ways and tools to facilitate and support the generation of service innovation ideas will be shared. Learners will also be equipped with the knowledge and skills to evaluate and select innovation ideas and facilitate them.

Certificate Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to Service Innovation Culture L4: Foster Service Innovation

Additional Details

Medium of Instruction & Trainer

English

Trainer: Trainee Ratio is 1: 20

Price:

Course Fee and Government Subsidies

  

Individual Sponsored 

Company Sponsored 

 

Non-SME 

SME 

Before GST 

With GST 

Before GST 

With GST 

Before GST 

With GST 

Full Course Fee
(For Foreigners and those not eligible for subsidies)

$680.00

$741.20

$680.00

$741.20

$680.00

$741.20

For Singapore Citizens aged 39 years and below
and
For all Singapore Permanent Residents
(The minimum age for individual sponsored trainees is 21 years)

$340.00

$401.20

$340.00

$401.20

$204.00

$265.20

For Singapore Citizens aged 40 years and above

$204.00

$265.20

$204.00

$265.20

$204.00

$265.20

 

Funding Eligibility Criteria:

Individual Sponsored Trainee

Company Sponsored Trainee
  • Singapore Citizens or Singapore Permanent Residents

  • From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses

  • Trainee must achieve at least 75% attendance
  • Trainee must pass all prescribed tests / assessments, and attain 100% competency
  • NTUC LearningHub reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria
  • Singapore Citizens or Singapore Permanent Residents

  • From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses

  • Trainee must achieve at least 75% attendance
  • Trainee must pass all prescribed tests / assessments, and attain 100% competency
  • NTUC LearningHub reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria

 

Remarks:

Individual Sponsored Trainee

Company Sponsored Trainee

SkillsFuture Credit: 

  • Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.

UTAP: 

  • This course is eligible for Union Training Assistance Programme (UTAP).
  • NTUC members can enjoy up to 50% funding (capped at $250 per year) under UTAP. 

Absentee Payroll (AP) Funding: 

  • $4.50 per hour, capped at $100,000 per enterprise per calendar year.
  • AP funding will be computed based on the actual number of training hours attended by the trainee.
  • Note: Courses / Modules under Professional Conversion Programme (PCP) will not be eligible for AP funding claim. 

 

Union Training Assistance Programme (UTAP)

NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub

* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply.

Terms & Conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.

For more information, please contact us at +65 6336 LHUB (5482) or email [email protected] ​

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