WSQ Service Innovation
Funding Validity Period
1 January 2020
-
7 August 2027
Course Overview
This course sets out the knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.
Skills Acquired
By the end of this course, learners will be able to:
- Recognise the importance of service innovation in the organisation
- Generate potential service innovation ideas to transform the customer experience
- Evaluate potential service innovation ideas according to organisational evaluation criteria
- Present mock up of service innovation ideas to stakeholders
Learning Modules
Learning Unit 1: I Know the Importance and Benefits of Service Innovation
- What is Service Innovation?
- Importance of Service Innovation
- Benefits of Service Innovation
- How innovation drives success in great organisations
- Divergent Thinking
- Organisational Guidelines for creating ideas in a collaborative environment
- Types of divergent thinking techniques
- Convergent Thinking
- Organisational Guidelines for Evaluation of ideas generated
- Techniques of convergent thinking
- Types of mock ups
- Prepare to present the selected idea to stakeholders
- Create a mock-up of the selected idea
- Presenting the mock up to stakeholders
- Types of stakeholders’ decision
- Types of follow up actions
Who is this course for
The job role(s)/ occupations that this module would be relevant to may include:
- Customer-facing staff
- Customer Service Representatives
- Call Centre Officers
- Store Advisors
- Service Crew
Academic prerequisites
- Learners must be able to read, write, speak and listen to English at secondary school level
- Learners to have minimum GCE ‘O’ level or ITE certificate education
- Learner should have at least 1 year’s working experience in any industry
Course Fees
| Fees | Small Medium Enterprises (SMEs) | Non Small Medium Enterprises | Singaporean Employees aged 40 years and above |
|---|---|---|---|
| Full Fee | $450.00 | $450.00 | $450.00 |
| 9% GST (on full course fee) | $40.50 | $40.50 | $40.50 |
| Funding Amount | $315.00 (70% off course fee) | $225.00 (50% off course fee) | $315.00 (70% off course fee) |
| Nett Fee Payable (incl. GST) | $175.50 | $265.50 | $175.50 |
- SME: Company registered or incorporated in Singapore AND employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Non-SME (MCES): Employee is Singaporean aged 40 years and above
Non-SME: 50% of course fee
Non-SME(MCES): 70% of course fee
- Eligible for Absentee Payroll Funding
- Eligible for SkillsFuture Enterprise Credit (SFEC)
| Fees | Singapore Citizens (40 years and above) | Singapore Citizens (21 to 39 years old) & Permanent Residents (21 years old and above) |
|---|---|---|
| Full Fee | $450.00 | $450.00 |
| 9% GST (on full course fee) | $40.50 | $40.50 |
| Funding Amount | $315.00 (70% off course fee) | $225.00 (50% off course fee) |
| Nett Fee Payable (incl. GST) | $175.50 | $265.50 |
- MCES: Singaporean aged 40 years and above
- Normal: Singaporean / PR aged 21 years and above
Normal: 50% of course fee
- Eligible for SkillsFuture Credit
- Eligible for PSEA Funds
WSQ Service Innovation
Course Highlight
Course Duration
16 HRS
Training Time
9am-6pm
Mode of Training
Classroom
Course Reference Number
TGS-2019504190
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