What's In It For Me
- Learn what is service innovation
- how to lead your team to generate new ideas
- Facilitate and evaluate the success of implemented service innovation ideas
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.
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 Duration
Course Outline
-
My role in Fostering Service InnovationIn 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 EvaluateIn 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 - LeadIn 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.
Mode of Assessment
Certification 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 WSQ Foster Service Innovation
Categories
More Information
- (Local Institution) NTUC LearningHub
Casey Chua
May 5, 2020 at 11:05 amI learnt a great deal from this course. Useful customer service transformation techniques.