SVCF WSQ - Foster Service Innovation Geylang, Central

Course details

This WSQ Service Excellence Competency Framework module covers knowledge and application skills in promoting the service innovation culture in the organisation. It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.

Course Objectives

• Promote a service innovation culture within the organisation
• Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria
• Facilitate the implementation of service innovation ideas at the workplace
• Evaluate success of implemented service innovation ideas

Course Outline

Promote the service innovation culture

• The different methods to promote the service innovation culture

Work practices and procedures

• The type of organisational work practices and procedures that support service innovation

Lead team in generating service innovation ideas

• Leading a team to generate service innovation ideas may include: introducing appropriate work practices and procedures that will support service innovation, etc

Characteristics of a Leader

• The different type of skills, attributes and behaviours of a leader.

Facilitating the implementation of service innovation ideas

• Developing a business case and soliciting senior management’s endorsement for the service innovation ideas generated
• Evaluating success of implemented service innovation ideas

What are the methods used to evaluate the success of implemented service innovation ideas

Who Should Attend

Customer Experience Managers, Store/ Branch Managers
Heads of Department and/or Outlet Managers