NTUC LearningHub

What's In It for Me

  • Learn to to recognise resources in implementing service operations
  • Acquire skills to resolve performance issues
  • Monitor feedback from customers so as to achieve service excellence

Course Overview

 

This program will guide learners through an experiential learning process to recognise resources in implementing service operations, resolve performance issues and monitor feedback from customers to achieve service excellence.

 

Course Objectives

 

At the end of the programme, participants will be able to:

  • Recognise resources required for service operations in accordance to the organisations service operations plan
  • Implement service operations to achieve service excellence in accordance to organisations service operations plans
  • Resolve performance issues within ones limits of authority that may occur during service operations
  • Monitor feedback from customers and team on service operations

 

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.

 

Course Outline

 

Unit 1: Service Excellence and Organisational Success

  • The Importance of Providing Good Service and Customer Experience
  • Organisations Service Standards
  • Service Success Triangle

Unit 2: Service at Organisational Level

  • Service Value Chain
  • Service Delivery Process
  • Vision, Mission, Core Values
  • Service Blue Print

Unit 3: Service at Departmental Level

  • Resources that Support Opertions Plan
  • Key Considerations in Identifying Resources
  • Methods to Implement Service Operations

Unit 4: Performance Issues in Service Operations

  • Process of Resolving Performance Issues
  • Limits of Authority
  • Tools to Diagnose Performance Issues

Unit 5: Continuous Improvement of Service

  • Sources of Feedback on Service Operation
  • Success Measurement for Service Operations

 

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 Planning and Implementation L3: Manage Operations for Service Excellence
Categories
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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