SVCF WSQ - Engage in Service Innovation Initiatives

Course details

This unit covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.

Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.

Course Objectives

1. Recognise the importance of service innovation in the organisation
2. Generate potential service innovation ideas to transform the customer experience
3. Evaluate potential service innovation ideas according to organisational evaluation criteria
4. Present mock up of service innovation ideas to stakeholders

Course Outline

• Service innovation
• Types of service innovation may include
• Importance of Service Innovation may include\
• Generate potential service innovation ideas
• pergent thinking may involve
• Convergent thinking may involve
• pergent thinking principles may include
• pergent thinking techniques may include
• Convergent thinking principles may include
• Guidelines for creating ideas in a collaborative environment may include
• Evaluating potential service innovation ideas
• Organisational evaluation criteria may include
• Mock-ups Types of mock-ups may include
• Creating mock-ups must include
• Presenting mock-ups of potential service innovation ideas may involve
• Stakeholders may include
• Types of stakeholders’ decisions may include
• Types of follow-up actions may include
• Evidence Sources
• Types of proof (product, process and knowledge evidences) an inpidual may produce to demonstrate competent performance.
• Product evidence

Who Should Attend

• Customer-facing staff
• Customer Service Representatives
• Call Centre Officers
• Store Advisors
• Service Crew