WSQEFSI: SERVICE INNOVATION CULTURE L4: FOSTER SERVICE INNOVATION POWERED BY ESSEC
SERVICE INNOVATION CULTURE L4: FOSTER SERVICE INNOVATION POWERED BY ESSEC
Course Duration
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
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.
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
- 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.
- 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.
- 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
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 |
$680.00 |
$741.20 |
$680.00 |
$741.20 |
$680.00 |
$741.20 |
For Singapore Citizens aged 39 years and below |
$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 |
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Remarks:
Individual Sponsored Trainee |
Company Sponsored Trainee |
SkillsFuture Credit:
UTAP:
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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]
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