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.