Develop Service Operations

Introduction

This unit covers knowledge and application skills to develop a service operations plan in order to deliver service excellence. It involves developing a service operations plan which is in line with the customer-focused strategy, communicating the service operations plan to the team, evaluating the service operations performance and implementing corrective action for improvement.

Course Outline :

  • Develop service operations plan that is in line with the organisation’s customer-focused strategy
  • Communicate service operations plan to team
  • Evaluate performance of service operations against organisation’s key performance indicators
  • Implement corrective actions to improve service operations performance

 

Duration

16 hours
3 days (Full-Time), 2 weeks (Part-Time)

Mode of Instruction

This 16-hour workshop uses:

  • Mini lectures - to succinctly explain the concepts and theories
  • Interactive activities - Group discussions on knowledge and procedural process.
  • Group and individual exercises for practical activities including role-plays.
  • Independent learning sessions to practice skills and evaluate own progress based on case-studies and games.
  • Mutual sharing and feedback on performance through all formal and informal learning activities and games.

Trainer-Student Ratio - 1:20

Target Audience

The main target audience are service staff from various service industry sectors.   The job role(s)/occupations that this unit would be relevant to may include:

  • Supervisory or Managerial position in the Service industry

Certification

Upon successful completion of the course and passing all assessments, participant will be awarded with a Statement of Attainment (SOA) by SSG. 

Entry Requirement

Learners are assumed to:

  • Have an understanding of the organisation’s product and service offering
  • Have an understanding of the organisation’s structure, standard operating procedures and guidelines on customer service
  • ES WSQ WPLN level 5 and above or
  • Preferably 1  GCE ‘O’ Level pass or Equalvalent

Fees

S$
Tuition Fee
400.00
Self Sponsored for SC / PR ≥ 21 years above
 
Less SSG Funding
200.00
Tuition Fee after SSG Funding
200.00
GST
28.00
NETT Fee Payable
228.00
Self Sponsored for SC ≥ 40 years above only
 
Less SSG Funding
360.00
Tuition Fee after SSG Funding
40.00
GST
28.00
NETT Fee Payable
68.00
Self Sponsored ≥ 35 years old ≤ $1900 WTS (95%) SC Only
 
Less SSG Funding
380.00
Tuition Fee after SSG Funding
20.00
GST
28.00
NETT Fee Payable
48.00
Other Fee
 
Application Fee (non-refundable)
30.00
GST
2.10
NETT Fee Payable
32.10

Click here to view the terms & conditions for SSG Funding.

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