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SERVICE INNOVATION L1: ENGAGE IN SERVICE INNOVATION INITIATIVES POWERED BY ESSEC

Funded

Course Duration

16.0 hr(s)

Mode of Assessment

Participants would be assessed through course assessment exercises.

Who Should Attend

Frontline service staff (i.e. customer service representatives, store advisors, service crews, etc.) from various industry sectors and backend support staff facilitating service delivery processes.

Course Overview

READY FOR A BREAKTHROUGH?

Service Innovation is one of the most powerful ways to achieve business excellence in today’s market field. With Design Thinking fundamentals equipped in this programme, participants can apply these user-centric concepts across businesses such as product development and design, service touch-points, value-creation and enhancements and even to individuals and their personal lives.

Participants will undergo the Design Thinking framework, understand key insights, work through idea generation and evaluation as well as rapid prototyping through a series of interactive and fun activities. Learn the importance of framing insights, the desirability-viability-feasibility criteria model and the concept of minimal viable product / service.

Course Schedule

Next available schedule

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Course Objectives

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

Recognise the importance of service innovation
Generate service innovation ideas to transform the customer experience
Evaluate service innovation ideas
Present a mock-up of 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 3.
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. Recognise the importance of Service Innovation

Definition of Service Innovation
Importance of Service Innovation
Different types of Service Innovations

2. Generate Potential Service Innovation Ideas to Transform the Customer Experience

The Service Innovation Process
Your Role in Service Innovation
Enablers of Service Innovation
Spot Real Serivce Innovation
Investigate Opportunities
Diverging and Converging
Two Methods of Dreaming – S.C.A.M.P.E.R and Picture Simulation

3. Evaluate Potential Service Innovation Ideas according to Organisational Criteria

Evaluating by Narrowing Down
It’s time to vote
What criteria can we use?
Idea log
Mock-up: What is it?
Types of Mock-up
Stakeholders and Elevated Pitch

4. Present Mock – up of Service Innovation Ideas to stakeholders

Prepare your mock – up
Group presentation
ABCDE Method of refining Ideas
Following up on an idea

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 Innovation L1: Engage in Service Innovation Initiatives

Additional Details

Medium of Instruction & Trainer

English

Trainer: Trainee Ratio is 1: 20

Price

Course Fee and Government Subsidies
	Individual Sponsored		Company Sponsored
	Individual 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)	$520.00	$566.80	$520.00	$566.80	$520.00	$566.80
For Singapore Citizens aged 39 years and below and For all Singapore Permanent Residents (The minimum age for individual sponsored trainees is 21 years)	$260.00	$306.80	$260.00	$306.80	$156.00	$202.80
For Singapore Citizens aged 40 years and above	$156.00	$202.80	$156.00	$202.80	$156.00	$202.80

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.

PSEA:

To check for Post-Secondary Education Account (PSEA) eligibility for this course, visit:
(a) SkillsFuture (TGS-2019504975) for Virtual Learning Class (VLC)
(b) SkillsFuture (TGS-2020505711) for Face-to-Face class
Scroll down to “Keyword Tags” to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.
And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA.
Not all courses are eligible for PSEA funding.

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]

Course Code

WSQEESI

Course Overview
Course Schedule
Course Objectives
Pre-requisites
Course Outline
Certificate Obtained and Conferred by
Additional Details

Before Funding 520

Please contact us through our enquiry form if there are no schedules available.

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WSQEESI: SERVICE INNOVATION L1: ENGAGE IN SERVICE INNOVATION INITIATIVES POWERED BY ESSEC

SERVICE INNOVATION L1: ENGAGE IN SERVICE INNOVATION INITIATIVES POWERED BY ESSEC

Course Duration

Mode of Assessment

Who Should Attend

Course Overview

Course Schedule

Course Objectives

Pre-requisites

Course Outline

Certificate Obtained and Conferred by

Additional Details

What Others Also Enrolled In

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