WSQMSP: SERVICE INFORMATION AND RESULTS L3: MANAGE SERVICE PERFORMANCE
SERVICE INFORMATION AND RESULTS L3: MANAGE SERVICE PERFORMANCE
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Learners with supervisory roles (i.e. Supervisors, Crew / Section / Team Leaders, Assistant Store Managers, Service Team Leaders etc.) who would like to learn how to lead and role model an organisations service vision.
Course Overview
This unit covers the knowledge and application skills to enable and empower service leaders
with a systematic approach in managing performances that contribute to the service quality
and customer satisfaction within their organisations.
Service leaders must embrace their organisations’ directives and standards to:
- Develop understanding of all roles and the required criteria benchmarking the service performances
- Assess possible gaps in service delivery
- Demonstrate effective team communication techniques and
- Monitor performances and the effectiveness of actions taken in the course of service performance management.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to:
- Recognise the importance of organisational service standards in attaining service excellence
- Assess gaps between actual service performance and organisational service standards
- Communicate service performance levels to motivate teams to achieve service excellence
- Monitor service performance levels for the effectiveness of actions taken
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 4.
Course Outline
1. Organisation Service Standards
In this opening segment, the purpose of organisational service standards and the roles of service leaders in managing service performance are discussed. Knowledge of organisational guidelines, standards and service expectations of the customers are the first steps in successful service performance management.
The following components will be covered:
- Service standards
- Importance of service standards
- Your role in service performance management
2. Service Performance Standards and Gaps
Service performance gaps are scrutinised with reference to case studies and industry examples. The steps for service performance assessment are shared and learning will be enhanced through an application activity.
The following components will be covered:
- Sources of information to review service performance
- Types of service performance gaps
- Steps to assess service performance with accordance to organisational service standards
3. Communicate to Motivate
Team communication is emphasised in this segment specifically in the context of communicating team performances. Learners are encouraged to motivate their teams to achieve service excellence via different platforms and techniques.
The following components will be covered:
- Importance of communicating team performance
- Principles of effective team communication
- Techniques to communicate service performance
- Platforms to communicate service performance
- Methods to motivate your team to achieve service excellence
4. Monitor Service Performance
Regular monitoring of service performance levels is essential to ensure progress and timely corrective actions when needs arise. In this final segment, a monitoring plan is introduced to the service leaders as a useful tool for continuous performance record and supervision. Several methods to confirm the effectiveness of the actions taken is also shared.
The following components will be covered:
- Develop a monitoring plan
- Methods to monitor the effectiveness of actions taken
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Information and Results L3: Manage Service Performance
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Important Note
Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)
Transition period is 18 months from 1 April 2020 to 30 September 2020
From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct
- Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
- Existing SVCF WSQ qualification titles and modules bundling will be retained
- Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
- LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
- LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
- There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
- For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html
Price
| Individual Sponsored | Non-SME | SME | ||||
| w/o GST | w GST | w/o GST | w GST | w/o GST | w GST | |
| Original Course Fee | $380.00 | $406.60 | $380.00 | $406.60 | $380.00 | $406.60 |
| Singapore Citizens & PRs aged 21 years and above | $108.00 | $134.60 | $108.00 | $134.60 | $38.00 | $64.60 |
| Singapore Citizens aged 40 years and above | $38.00 | $64.60 | $38.00 | $64.60 | $38.00 | $64.60 |
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs. For more information, please contact us at +65 6336 LHUB (5482) or email [email protected].
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040362-RET to find this course.
Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
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