Advanced Certificate in Service Excellence and Innovation

Overview

Successful organisations are those that place customers at the heart of the business. In the pursuit of service excellence through service centricity, an organizational wide impact via a whole-of-company approach is vital.

The Institute of Service Excellence (ISE), in conjunction with the SMU Academy is pleased to offer the SMU Advanced Certificate in Service Excellence and Innovation (ACSEI). The ACSEI is a modular programme that is designed for service-oriented professionals and managers to build a culture of service excellence and organisational alignment through leadership, process planning, service innovation, data-driven insights and a customer-centric strategy.

Our modules focus on training service-oriented professionals make positive impacts at work and achieve peak results. Embarking on this comprehensive journey will allow participants to address pertinent issues and challenges and ultimately make viable business decisions, while putting the customers at the centre.

Participants will be awarded the Advanced Certificate in Service Excellence and Innovation (ACSEI) upon completion of all 6 of the following modules:

•  Human Capital Leadership - Leading a Service Centric Culture
•  Employee Engagement & Change Management - Fostering a Service-Centric Culture
•  Design Thinking - Designing a Competitive Customer Experience
•  Design Thinking - Service Innovation as a Competitive Advantage
•  Business Processes - Service Excellence in Operations Strategy
•  Data Analytics - Harnessing Data for Quality Service Delivery, Value & Outcomes

Completion of both the Advanced Certificate in Service Excellence and Innovation (ACSEI) and Advanced Certificate in Service Strategy and Management (ACSSM) will lead to the award of the Advanced Diploma in Service Excellence.

Participants can choose to complete all six (6) modules listed in the specific Advanced Certificate; or five (5) modules from the specific Advanced Certificates with an option to replace one (1) module from the other Advanced Certificate. For both certifications, an assessment will be administered at the end of the 6th module. Participants will need to pass the assessment in order to be awarded the certificate(s) and SMU digital badge/ credential.

The timeframe to complete either certificate, and the Advanced Diploma in Service Excellence is three (3) years.

 

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This module is part of:

Advanced Diploma In Service Excellence

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Topics/Structure

Assessment

Completion of both the Advanced Certificate in Service Excellence and Innovation (ACSEI) and Advanced Certificate in Service Strategy and Management (ACSSM) will lead to the award of the Advanced Diploma in Service Excellence.

Participants can choose to complete all six (6) modules listed in the specific Advanced Certificate; or five (5) modules from the specific Advanced Certificates with an option to replace one (1) module from the other Advanced Certificate. For both certifications, an assessment will be administered at the end of the 6th module. Participants will need to pass the assessment in order to be awarded the certificate(s) and SMU digital badge/ credential.

The timeframe to complete either certificate, and the Advanced Diploma in Service Excellence is three (3) years.

Fees and Funding

WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.

Full course fee: S$16,050 (including 7% GST)
Nett fees payable per participant after WSG Funding: S$4,815 (including 7% GST)

Additional Subsidies Available:

  1. SkillsFuture Mid Career Enhanced Subsidy (applicable to SCs over 40 years old)
    Total nett course fee payable, including GST after additional funding: S$1,815
     
  2. Enhanced Training Support for SMEs (applicable to SCs/ PRs) 
    Total nett course fee payable, including GST after additional ETSS funding: S$1,815

 

 

Schedule

Start Date(s)
Intake Information
Human Capital Leadership - Leading a Service Centric Culture      11 - 12 Apr 2019
Employee Engagement & Change Management - Fostering a Service-Centric Culture      30 - 31 May 2019
Design Thinking - Designing a Competitive Customer Experience      25 - 26 Apr 2019
Design Thinking - Service Innovation as a Competitive Advantage

      14 - 15 Mar 2019
      16 - 17 May 2019

Business Processes - Service Excellence in Operations Strategy       18 - 19 Jul 2019
Data Analytics - Harnessing Data for Quality Service Delivery, Value & Outcomes       23 -24 May 2019

 

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