NTUC LearningHub

Course Overview

 

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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 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
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More Information
  • NTUC LearningHub
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Location
  • NTUC Trade Union House, 73 Bras Basah Road. S.189556, Singapore, Central Singapore Community Development Council 189556

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