Engage in Service Innovation Initiatives

Engage in Service Innovation Initiatives 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.

This course can be one of the modules to attain WSQ Certificate in Service Excellence.

Course Title

Engage in Service Innovation Initiatives (Service Innovation)

Course Objectives

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 Content

Recognise the importance of service innovation in the organisation

Understand the various types of service innovation
Know the importance of service innovation and potential benefits on the organisation

Generate potential service innovation ideas to transform the customer experience

Understand various methods to generate potential service innovation ideas such as divergent thinking and convergent thinking
Apply suitable techniques to generate ideas to transform the customer experience
Maintain an environment conducive for creative idea generation

Evaluate potential service innovation ideas according to organisational evaluation criteria

Identify how the evaluation is conducted and apply appropriate evaluation criteria to shortlist the ideas

Present mock up of service innovation ideas to stakeholders

Know the various ways to create mock up of service innovation ideas
Show understanding of the process of presenting mock-up; apply the understanding to create and present the mock up to relevant stakeholders
Know the types of possible decisions from stakeholders and the relevant follow-up actions