Foster Service Innovation (16 hrs) by MDIS

• Promote a service innovation culture within the organisation
• Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria
• Facilitate the implementation of service innovation ideas at the workplace
• Evaluate success of implemented service innovation ideas

Promote a service innovation culture within the organisation

• Apply suitable methods to promote a service innovation culture within the organisation
• Build organisational work practices and procedures that support service innovation

Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria

• Develop the characteristics of a service leader in terms of the skills, attributes and behaviours required to lead teams in generating service innovation ideas

Facilitate the implementation of service innovation ideas at the workplace

• Facilitate the implementation of service innovation ideas by:
  – Developing a business case
  – Soliciting senior management’s endorsement
  – Guiding staff in the development of implementation plans
  – Identifying resources required
• Pilot the service innovation ideas
• Identify the key performance indicators to measure success of service innovation ideas
• Identify the areas of improvement and key considerations for large scale implementation

Evaluate success of implemented service innovation ideas

• Monitor and analyse the implemented service innovation ideas to ascertain gaps and instil best practices
• Apply appropriate methods to evaluate the success of implemented service innovation ideas

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.