Optimise Workforce for Service Excellence
Course Title
Optimise Workforce for Service Excellence
Course Objectives
The Optimise Workforce for Service Excellence course covers knowledge and application skills to develop a manpower resource plan and optimise the use of the workforce in a service environment. This includes evaluating the performance of the team and communicating manpower plans and changes to the workforce.
What will you learn
- Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
- Evaluate performance of team in line with service operations plan
- Optimise manpower resources for service excellence
- Communicate manpower plans and changes to team
Course Content
Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
- Plan manpower resource required to support the service operations plan of the organisation
- Align manpower resource plan to the organisation’s vision, mission, values and service operations plan
Evaluate performance of team in line with service operations plan
- Establish criteria to evaluate performance
- Gather feedback and data on team performance
- Identify areas of improvement for team performance
Optimise manpower resources for service excellence
- Employ techniques to equip staff to perform different tasks within the service value chain according to organisational service standards
- Re-design jobs to enhance productivity
- Incorporate flexible schemes to handle variations in customer traffic
Communicate manpower plans and changes to team
- Conduct team meetings to share the changes in job scope
- Explain the rationale behind manpower changes
- Reinforce how manpower changes will help the organisation achieve service excellence
Who should attend this course
- Customer Experience Managers
- Store / Branch Managers
- Heads of Department
- Outlet Managers
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
This course can be part of WSQ Diploma in Service Leadership
Course Features
- Course Reference Number CRS-Q-0028381-SVCF
- Duration 2 days, 9am to 6pm (16 hours)
- Mode of Training Classroom
- Level WSQ Level 4
Course Provider
Service Quality Centre
| Full | 21 - 39 yrs old or PR | 40 yrs old & above (MCES1) | WTS (Workfare2) |
|---|---|---|---|
| $631.30 | $391.30 | $100.30 | $70.80 |
Funding Validity Period | |||
All prices inclusive of GST
*Read more on SkillsFuture MCES1 and Workfare2
CLASS SCHEDULE ENQUIRY
Please enquire to get the full schedules of Service Excellence courses.
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