Advanced Diploma in Service Excellence
- Innovation & Business Improvement
Refer to respective modules for dates.
Overview
As the business landscape evolves to accommodate technological disruptions and innovations, it is imperative that the backbone of any organisation remains resilient. Service has always been a key differentiator. Moreover, customer satisfaction and stakeholder experiences have been proven to be linked to the financial performance of a business.
This Advanced Diploma can be attained with the completion of the Advanced Certificate in Service Leadership and Innovation (ACSEI) and Advanced Certificate in Service Strategy and Management (ACSSM). This developmental journey is specially designed and curated for customer-oriented professionals and managers to build a culture of service excellence through organisational alignment and strategic mastery.
Our modules focus on training customer-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.
Topic/Structure
Advanced Certificate in Service Leadership & Innovation
- Human Capital Leadership: Leading a Digital-Ready Workforce for Customer Centricity
- Employee Engagement & Change Management: Building an Agile Customer Centric Culture
- Essential Thinking : Adopting A Growth Mindset for Critical Thinking and Problem Solving in the Digital Age
- Design Thinking - Designing a Competitive Customer Experience
- Business Processes - Service Excellence in Operations Strategy
- Data Analytics: Harnessing Data For Quality Service Delivery, Value Enhancement & Outcomes
- Design Thinking: Prototyping for Digital Experiences
Advanced Certificate in Service Strategy & Management
- Advanced Data Analytics: Making Better Customer Decisions Using Analytics
- Applying Smart Tech in a Smart Way: The Right Approach to Digital Transformation
- Customer Loyalty - Gaining Consumer Insights from Behavioural and Data Science
- Empathy at Work: Building an Empathic Organisational Culture (for Service Sector)
- Machine Learning for Digital Customer Insights: How to Perform Predictive Analytics and Deploy to
- Service Management: Strategies for Negotiation and Communication
- Strategic Communications - Crisis Management in Service Delivery
Assessment
Completion of both Advanced Certificate in Service Leadership 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.
The timeframe to complete either certificate, and the Advanced Diploma in Service Excellence is three (3) years.
Calculate Programme Fee
Fee Table
COMPANY-SPONSORED | |||
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$8502 (After SSG Funding 70%) |
$3302 (After SSG Funding 70% |
$8502 (After SSG Funding 70%) |
Singapore Citizen ≥ 40 years old |
$3302 (After SSG Funding 70% |
$3302 (After SSG Funding 70% |
$3302 (After SSG Funding 70% |
International Participant |
$28,340 (No Funding) |
$28,340 (No Funding) |
$28,340 (No Funding) |
All prices include 9% GST
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
- SkillsFuture Credit
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Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual). - Workfare Skills Support Scheme
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From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees will be able to enjoy ETSS funding only if the company's SME's status has been approved. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)