Implement Operations for Service Excellence Central

Course details

“A company can seize extra-ordinary opportunities only if it is very good at the ordinary operations.”   Marcel Telles

Service operation can be viewed as the ‘factory’ of processes. This implies a closer focus on the day-to-day activities and infrastructure that are used to deliver services.

Well planned processes will be to no avail if the day-to-day operation of those processes is not properly conducted, controlled and managed. Nor will service improvements be possible if daily efforts to monitor performance, assess metrics and gather data are not systematically conducted during service operation.

This course focuses on setting in place proper systems to enable service operation staff to operate and deliver up to speed.

Target Audience:

This course is for service staff from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well.

What You Will Learn:

• Defining organisation’s goals & standards in service operations
• Identify & recognise one’s role in the process of operational excellence
• Ability to map processes & identify gaps
• Contributing to continual improvement in service performance & operations

Course Outline:

Understanding the Service Value Chain

• Mapping the customer experience journey
• Service blueprint
• Your role in the service value chain
• Aligning the customer needs to the service blueprint

The Service Network

• Service teams
• Cross functional teams
• Working with team players as collaborators towards service excellence

Setting the Service Standards

• Customer service scorecard
• Measure service performance
• Identify service issues

Continual Improvement to Operation Excellence

• Service escalation process
• Sources of Information in organisation’s escalation process
• Action plan in service performance improvement

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 3 or N-Level English

Teacher & Student Ratio: 1:25 (maximum capacity)