CRS-Q-0034218-SVCF
This course covers knowledge and application skills in championing a service innovation culture within the organisation. It involves the establishment of a service innovation strategy to provide directions that initiate the development of operating systems, policies and processes to support service excellence and innovation. It also involves evaluating the service innovation strategy and its impact on the organisation’s internal and external key performance indicators.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Develop service innovation framework that is in line with the organisation’s vision, mission and values
- Establish a culture that promotes service innovation
- Evaluate service innovation framework to analyse impact on organisation’s key performance indicators
Develop service innovation framework that is in line with the organisation’s vision, mission and values
- Design components of a service innovation framework
- Develop the process to put a new or significantly improved service concept into practice
Establish a culture that promotes service innovation
- Define the organisational service innovation culture
- Integrate the envisioned culture into organisational processes to orientate and train service staff
- Develop organisational service innovation policies, procedures and guidelines
Evaluate service innovation framework to analyse impact on organisation’s key performance indicators
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Employ methods to assess impact such as improvements to quality and quantity of a new product, service / work process, cost savings, and improved ratings
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.
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More Information
- (Local Institution) MDIS - Service Quality Centre
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