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WSQ SERVICE INNOVATION
(formally known as Engage in Service Innovation Initiatives)
Course Overview
This module 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.
Course Objectives
On completion of this module, learners 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 mock up of service innovation ideas to stakeholders
Course Outline
Importance of Service Innovation
Methods to Generate Potential Service Innovation Ideas
Evaluating Potential Service Innovation Ideas
Organisational Evaluation Criteria on Ideas Generated
Creating and Presenting Mock-ups
Who are the Stakeholders and Types of Stakeholders’ Decisions
Follow-up Actions on Ideas Generated
Target Audience
The job role(s)/ occupations that this module would be relevant to may include:
Customer-facing staff
Customer Service Representatives
Call Centre Officers
Store Advisors
Service Crew
Company-Sponsored *(NEW FUNDING effective 1st January 2022)*
| Funding Type | Full Fee | GST | Funding Amount | Nett Fee Payable (Incl. GST) |
|---|---|---|---|---|
| Funding TypeSME | Full Fee$450 | GST$31.50 | Funding Amount($315) | Nett Fee Payable$166.50 |
| Funding TypeNon-SME | Full Fee$450 | GST$31.50 | Funding Amount($225) | Nett Fee Payable$256.50 |
| Funding TypeNon-SME (MCES) | Full Fee$450 | GST$31.50 | Funding Amount($315) | Nett Fee Payable$166.50 |
- SME: Singapore registered companies with (i) at least 30% local sharing AND (ii) Group annual sales less than $100 million OR Group employment size less than 200
- Non-SME (MCES): Employee is Singaporean aged 40 years and above
Course Fee Funding SME: 70% of course fee Non-SME: 50% of course fee Non-SME(MCES): 70% of course fee Eligible for Absentee Payroll Funding $4.50 per training hour capped at $100,000 per enterprise per calendar year
Self-Sponsored *(NEW FUNDING effective 1st January 2022)*
| Funding Type | Full Fee | GST | Funding Amount | Nett Fee Payable (Incl. GST) |
|---|---|---|---|---|
| Funding TypeMCES | Full Fee$450 | GST$31.50 | Funding Amount($315) | Nett Fee Payable (Incl. GST)$166.50 |
| Funding TypeNormal | Full Fee$450 | GST$31.50 | Funding Amount($225) | Nett Fee Payable (Incl. GST)$256.50 |
- MCES: Singaporean aged 40 years and above
- Normal: Singaporean / PR aged 21 years and above
Course Fee Funding MCES: 70% of course fee Normal: 50% of course fee Eligible for SkillsFuture Credit