WSQMOSE: SERVICE PLANNING AND IMPLEMENTATION L3: MANAGE OPERATIONS FOR SERVICE EXCELLENCE
SERVICE PLANNING AND IMPLEMENTATION L3: MANAGE OPERATIONS FOR SERVICE EXCELLENCE
Course Duration
Who Should Attend
Supervisors from the service industry who are involved in managing service operations. (i.e. Call Centre Supervisors Crew / Section / Team Leaders Assistant Store Managers Supervisors Service Team Leaders)
What's In It for Me
- Learn to to recognise resources in implementing service operations
- Acquire skills to resolve performance issues
- Monitor feedback from customers so as to achieve service excellence
Course Overview
This program will guide learners through an experiential learning process to recognise resources in implementing service operations, resolve performance issues and monitor feedback from customers to achieve service excellence.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to:
- Recognise resources required for service operations in accordance to the organisations service operations plan
- Implement service operations to achieve service excellence in accordance to organisations service operations plans
- Resolve performance issues within ones limits of authority that may occur during service operations
- Monitor feedback from customers and team on service operations
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.
Course Outline
Unit 1: Service Excellence and Organisational Success
- The Importance of Providing Good Service and Customer Experience
- Organisations Service Standards
- Service Success Triangle
Unit 2: Service at Organisational Level
- Service Value Chain
- Service Delivery Process
- Vision, Mission, Core Values
- Service Blue Print
Unit 3: Service at Departmental Level
- Resources that Support Opertions Plan
- Key Considerations in Identifying Resources
- Methods to Implement Service Operations
Unit 4: Performance Issues in Service Operations
- Process of Resolving Performance Issues
- Limits of Authority
- Tools to Diagnose Performance Issues
Unit 5: Continuous Improvement of Service
- Sources of Feedback on Service Operation
- Success Measurement for Service Operations
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Planning and Implementation L3: Manage Operations for Service Excellence
Additional Details
Medium of Instruction & Trainer
Trainer : Trainee Ratio is 1:24
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
|
$380.00 |
$414.20 |
$380.00 |
$414.20 |
$380.00 |
$414.20 |
|
For Singapore Citizens aged 39 years and below
|
$190.00 |
$224.20 |
$190.00 |
$224.20 |
$114.00 |
$148.20 |
|
For Singapore Citizens aged 40 years and above |
$114.00 |
$148.20 |
$114.00 |
$148.20 |
$114.00 |
$148.20 |
Funding Eligibility Criteria:
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
|
|
Remarks:
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
|
SkillsFuture Credit:
UTAP:
PSEA:
|
Absentee Payroll (AP) Funding:
|
- 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.
- When you sign into your Skills passport account, please use the course reference number - TGS-2019504970 to find this course.
- For more information, please contact us at +65 6336 LHUB (5482) or email [email protected]
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
Online Payment |
|---|
What Others Also Enrolled In
SERVICE CHALLENGES L1 (SF): PROJECT A POSITIVE AND PROFESSIONAL IMAGE
View detail
CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS
View detail
SERVICE LEADERSHIP L1: DEMONSTRATE THE SERVICE VISION (MSF)
View detail
SERVICE EXCELLENCE L3: ESTABLISH RELATIONSHIPS FOR CUSTOMER CONFIDENCE
View detail
SERVICE PLANNING AND IMPLEMENTATION L1: IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
View detail
PEOPLE AND RELATIONSHIP MANAGEMENT L3: MANAGE A DIVERSE SERVICE ENVIRONMENT POWERED BY JOHN MAXWELL
View detail
PEOPLE AND RELATIONSHIP MANAGEMENT L1: WORK IN A DIVERSE SERVICE ENVIRONMENT POWERED BY JOHN MAXWELL
View detail
SERVICE PLANNING AND IMPLEMENTATION L3: MANAGE OPERATIONS FOR SERVICE EXCELLENCE
View detail
SERVICE INFORMATION AND RESULTS L3: MANAGE SERVICE PERFORMANCE
View detail