WSQMOSE: SERVICE PLANNING AND IMPLEMENTATION L3: MANAGE OPERATIONS FOR SERVICE EXCELLENCE
SERVICE PLANNING AND IMPLEMENTATION L3: MANAGE OPERATIONS FOR SERVICE EXCELLENCE
Course Duration
Who Should Attend
Learners with a background in leading staff in the service industry, who are involved in managing service operations. The job role(s)/ occupations that this unit would be relevant to may include: Call Centre Supervisors Crew / Section / Team Leaders Assistant Store Managers Supervisors Service Team Leaders
What's In It for Me
- Learn to to recognise resources in implementing service operations
- Acquire skills to resolve performance issues
- Monitor feedback from customers so as to achieve service excellence
Course Overview
To gain a leading edge, managing service operations effectively in todays extremely competitive environment is critical. Organisations are placing more emphasis on being customer focused and bringing service excellence. It is recognised as a key advantage and differentiator between organisations today. A good operation plan geared towards service excellence can win and retain clients which facilitates an increase in profits and cost-savings.
In this programme, learners will be guided through an experiential learning process to recognie resources in implementing service operations, resolve performance issues and monitor feedback from customers so as to achieve service excellence.
Courses Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to:
- Recognise resources required for service operations in accordance to the organisations service operations plan
- Implement service operations to achieve service excellence in accordance to organisations service operations plans
- Resolve performance issues within ones limits of authority that may occur during service operations
- Monitor feedback from customers and team on service operations
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 5.
Course Outline
Unit 1: Service Excellence and Organisational Success
- The Importance of Providing Good Service and Customer Experience
- Organisations Service Standards
- Service Success Triangle
Unit 2: Service at Organisational Level
- Service Value Chain
- Service Delivery Process
- Vision, Mission, Core Values
- Service Blue Print
Unit 3: Service at Departmental Level
- Resources that Support Opertions Plan
- Key Considerations in Identifying Resources
- Methods to Implement Service Operations
Unit 4: Performance Issues in Service Operations
- Process of Resolving Performance Issues
- Limits of Authority
- Tools to Diagnose Performance Issues
Unit 5: Continuous Improvement of Service
- Sources of Feedback on Service Operation
- Success Measurement for Service Operations
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Planning and Implementation L3: Manage Operations for Service Excellence
Fees and Funding
Medium of Instruction & Trainer
Trainer : Trainee Ratio is 1:24
Additional Note
– 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
Prices are inclusive of GST and subject to other LHUB miscellaneous fees. Terms and conditions apply. 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-0040361-RET to find this course.
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