The Service Revolution course is conceptualised to prepare participants with the mindset to adopt service innovation in their work lives, as well as skills to initiate and participate in service innovation projects in their work environments.

The course focuses on providing a service innovation process framework for participants to innovating service. Participants will be taught the 4-steps process to revolutionise service in order to provide better service to diverse groups of customers.

Course Objectives

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

• Understand the need for service innovation in Singapore
• Use the 4-steps process to revolutionise service

Who Should Attend

Frontline staff from service sectors and support staff who will be involved in improvement, creativity and innovation projects.

Pre-requisites

NIL

Course Duration

8 hours

Course Outline

– How does innovating service benefits oneself?

– Facts about innovating service

What is service innovation in Singapore context?

• Singapore, its diverse population, and the need for service innovation
• Forms of service innovation to revolutionise customers’ experiences

– 4-steps process to innovating service

Step 1: Seize service innovating opportunities

• Scan the environment for opportunities

Step 2: Brainstorm for service innovating ideas

• Use divergent thinking techniques to generate a list of ideas for innovating service

Step 3: Assess and choose service innovating ideas

• Use convergent thinking techniques to choose appropriate ideas for innovating service

Step 4: Advancing ideas towards implementation

• Presentation to stakeholders

Method of Instruction

English

Trainer : Trainee Ratio is 1:24

Mode of Assessment/Examination

NIL