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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

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

Eligible for Absentee Payroll Funding

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

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

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

Eligible for SkillsFuture Credit
Eligible for PSEA Funds