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
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
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.
Good to Have:
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
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 20
Price
Course Fee and Government Subsidies |
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Individual Sponsored |
Company Sponsored |
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Non-SME |
SME |
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Before GST |
After GST |
Before GST |
After GST |
Before GST |
After GST |
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Full Course Fee |
$520.00 |
$566.80 |
$520.00 |
$566.80 |
$520.00 |
$566.80 |
For Singapore Citizens aged 39 years and below |
$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 |
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Remarks:
Individual Sponsored Trainee |
Company Sponsored Trainee |
SkillsFuture Credit:
UTAP:
PSEA:
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Absentee Payroll (AP) Funding:
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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]
Batch ID | Course Period | Course Title | Funding Available |
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