About this Course

Equipping learners in service jobs and environments with the mindset to engage in service innovation initiatives, this programme aims to cultivate a service innovation mindset by first providing them the fundamentals and need for service innovation. Learners will attain the ability to identify innovation opportunities and generate ideas in the areas of transforming their customer experiences. Service innovation ideas will then be evaluated and developed further towards implementation.

Through their participation in the service innovation process, learners will gain knowledge in methods and techniques to proactively generate ideas and evaluate their feasibility at the workplace.

Course Objectives

At the end of the programme, participants will be able to :

• Recognise the importance of service innovation in the organisation
  
• Generate potential service innovation ideas to transform the customer experience
  
• Evaluate potential service innovation ideas according to organisational evaluation criteria
  
• Present a mock-up of service innovation ideas to stakeholders
  

Who should attend

Frontline service staff (i.e. customer facing; customer service representatives, store advisors, service crews, etc.) from various service industry sectors and backend support staff facilitating service delivery processes.

Pre-requisites

N.A

Course Duration

14 hours / Full Time

Course Outline

1. Recognise the importance of Service Innovation

• Definition of Service Innovation
  
• Importance of Service Innovation
  
• Different types of Service Innovation
  

2. Generate Potential Service Innovation Ideas to Transform the Customer Experience

• The Service Innovation Process
  
• Your Role in Service Innovation
  
• Enablers of Service Innovation
  
• Sport REAL Serivce Innovation
  
• Investigate Opportunities
  
• Diverging and Converging
  
• Two Methods of Dreaming - S.C.A.M.P.E.R and Picture Simluation
  

3. Evaluate Potential Service Innovation Ideas according to Organisational Criteria

• Evaluating by Narrowing Down
  
• It's time to vote
  
• What criteria can we use?
  
• Idea log
  
• Mock-up: What is it?
  
• Types of Mock-up
  
• Stakeholders and Elevated Pitch
  

4. Present Mock - up of Service Innovation Ideas to stakeholders

• Prepare your mock - up
  
• Group presentation
  
• ABCDE Method of refining Ideas
  
• Following up on an idea
  

Medium of Instruction & Trainer : Trainee Ratio

English

Trainer : Trainee Ratio is 1:24

Mode of Assessment

Participants would be assessed through course assessment exercises.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA plus certificate of attendance by LHUB.

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