Optimise Workforce for Service Excellence

WSQ Level 4

Course Title

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