In today’s competitive global market, it is imperative that organisations continue to strive towards excellence to ensure success and growth. Having a clear customer centric approach is crucial, yet it is no longer enough just meeting the status quo. Organisations must move from providing a basic standard of meeting customers’ expectations to exceeding customers’ expectations and differentiating themselves from the competition. This is Service Excellence.
Service Excellence is a strategy that encompasses the whole organisation and senior managers play an integral part in instilling, developing, evolving and sustaining a culture of service excellence in their organisations. With senior management fully engaged, first class performance and results in quality, productivity, profits and operational efficiency can be achieved.
TARGET PARTICIPANTS
The Service Excellence WSQ Managerial modules are targeted at the managerial staff from various service industry sectors.
These modules are of particular relevance to:
- Retail
- Hospitality
- Healthcare
- Food and Beverage
- Finance & Banking
Government / Public Services
MANAGERIAL CLUSTER 1: Fundamentals of Business Excellence
MODULES
- Manage Business Excellence
- Assess Organisations for Business Excellence
- Manage Service Supply Chain
MANAGERIAL CLUSTER 2: Lead & Implement a Service Excellence Organisation
MODULES
- Lead a Customer Focused Organisation
- Provide a Quality Service Environment
- Set up and Implement Systems and Strategies that Support Service Innovation
MANAGERIAL CLUSTER 3: Designing Service Offerings for Service Excellence
MODULES
- Interpret and Analyse Customer Intelligence
- Develop and Customise Service Offerings
- Manage Service Improvement
MANAGERIAL CLUSTER 4: Managing Processes for Service Excellence Organisation
MODULES
- Develop and Implement Processes to Benchmark and Measure Service Standards.
- Manage Service Operations
- Manage Performance Management Processes
COURSE FEES
Full Course Fee (before subsidy): $1,497/cluster (before prevailing GST)
Subsidized course fee for Singapore citizens and PRs: $450/cluster (before prevailing GST)