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).