Service & Process Innovation Design

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Service & Process Innovation Design

Overview

Course Date:
TBA
Registration Period:
TBA
Duration/Frequency:
30 hours
Mode of Training:
Face-to-Face (Classroom Teaching)
Venue:
Singapore Polytechnic
Funding:
-

As Singapore moves towards a smart nation, customer needs develop and rise in tandem. Increase in customer satisfaction and reducing irritations are crucial, as a result, to improve overall experience for SMEs. This necessitates an internal understanding and alignment of their Management and staff to be more customer-centric, dealing with internal challenges around its systems, processes, procedures, and policies

Course Objective

This programme attempts to enhance SMEs shared understanding of customer needs and expectations, as well as focus on supporting each department's creation of customer value and, thereby, improving or rethinking specific areas to innovate Service Design to delighting loyal customers all throughout their business. This concept covers strategic, operational, management, and frontline employees.

This course will walk both Management and staff through Design Thinking and LEAN process, with a view to continuously innovating Service Design.

Course Outline

Topics to be covered

Introduction to LEAN
Introduction to Design Thinking
Applying LEAN concepts for process enhancements
Applying DT for service innovation

Duration of 3.5 days comprising the following:

a. Pre-workshop meeting with participants
b. 3-day workshop that is split within a 3-week period (0.5 day + 2.5 days 2 weeks later)
c. Follow up quarter day session 3-6 months after the 3-day workshop

Minimum Requirements

SME workers proficient in English, with Product and Service Management, Delivery and Operations background, with interest working towards Process and Service Enhancement

Certification / Accreditation

• Certificate of Attendance (electronic Certificate will be issued)
A Certificate of Attendance will be awarded to participants who meet at least 75% attendance rate

• Certificate of Completion (electronic Certificate will be issued)
A Certificate of Completion will be awarded to participants who pass the assessment and meet at least 75% attendance rate