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Course Date:
19 Apr 2018 to 18 May 2018
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Registration Period:
01 May 2017 to 29 Jun 2017
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Duration/Frequency:
TBA
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Mode of Training:
Classroom
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Venue:
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Funding:
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As Singapore moves towards a smart nation, expectations rise and the need to understand customer needs and expectations develop in tandem. This calls for an increase in customer satisfaction and reduce customer irritations to improve the customer experience for Small and Medium Enterprises (SMEs). This necessitates an internal understanding and alignment of the SME’s management and staff to be more customer-centric in dealing with internal challenges around its systems, processes, procedures and policies.
This programme attempts to enhance SMEs to establish a shared understanding of customer needs and expectations and to focus on how each department supports the creation of customer value, and thereby focus on improving or rethinking specific areas to innovate service design to delighting customers all throughout their journey. This covers strategic, operational, management, and frontline employees.
This course will walk the management and staff through a design thinking and LEAN process with a view to continuously innovating service design.
Participants are required to complete a work improvement project at the end of the course.
Topics
1. Introduction to LEAN
2. Introduction to Design Thinking
3. Applying LEAN concepts for process enhancements
4. 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