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

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


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

  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.

  2. 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.

  3. 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

– Important Note –

Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)

Transition period is 18 months from 1 April 2020 to 30 September 2020

From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills

Framework Construct

  • Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
  • Existing SVCF WSQ qualification titles and modules bundling will be retained
  • Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
  • LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
  • LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
  • There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
  • For more information, visit SSG Website:

Medium of Instruction & Trainer


Trainer: Trainee Ratio is 1: 20


  Individual Sponsored Non-SME SME
  w/o GST w GST w/o GST w GST w/o GST w GST
Original Course Fee  $680.00  $727.60  $680.00  $727.60  $680.00  $727.60
Singapore Citizens & PRs aged 21 years and above  $440.00  $487.60  $440.00  $487.60  $68.00  $115.60
Singapore Citizens aged 40 years and above  $68.00  $115.60  $68.00  $115.60  $68.00  $115.60

^ Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs. For more information, please contact us at +65 6336 LHUB (5482) or email

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040359-RET to find this course.

Terms and 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.

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