SVCF WSQ - Foster Service Innovation 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