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

Learning Unit 2: I Engage Myself in Service Innovation Initiatives

  • 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

Learning Unit 3: I Can Present Service Innovation Ideas to Stakeholders

  • 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
  • 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 is 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

Company Sponsored

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

 

Course Fee Funding:
SME: 70% of course fee
Non-SME: 50% of course fee
Non-SME(MCES): 70% of course fee

$4.50 per training hour capped at $100,000 per enterprise per calendar year

Self Sponsored

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

 

Course Fee Funding:
MCES: 70% of course fee
Normal: 50% of course fee

 

WSQ Service Innovation

Course Highlight

Course Duration

16 HRS

Training Time

9am-6pm

Mode of Training

Classroom

Course Reference Number

TGS-2019504190

Corporate Subsidy
Individual Subsidy

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