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Business Processes: Service Excellence in Operations Strategy

  • Innovation & Business Improvement
Next Intake: 16 Sep 2025 (Tue)
  • Basic
  • SkillsFuture
  • Short Courses
  • This module is part of Advanced Certificate in Service Leadership & Innovation

This programme is conducted on-campus.

Next course starts on
16 Sep 2025 (Tue) See Full Schedule
Fee
SGD2,180* (as low as SGD254 after maximum funding) Learn More
Duration

2 days
Weekdays (9am - 6pm)

Level
Basic
Venue

Singapore Management University

Who Should Attend

Decision makers and managers with corporate planning and service operations responsibilities.

Overview

This programme will help you explore innovative techniques to drive both productivity and profit. Using a combination of lectures, discussions, interactive exercises, and videos, the course aims to enhance your understanding of how to apply process management principles to your organisation.

The participants will return to the company better equipped to incorporate customer insights with process design/ re-design and manage the service capacity with lean six sigma principles.

Benjamin Franklin once said, “If you fail to plan, you are planning to fail”.

As companies gain in size and increase with complex team structures, businesses find themselves confronted with the need to ensure that the vision is not only bought into but effectively and purposefully operationalised into action plans and work streams across the organisation.

This module is available on a standalone basis.

Learning Objectives

  • Apply service profit chain and establish relationships between profitability, customer satisfaction and employee satisfaction
  • Align your service design and process design with the organisational strategy
  • Assess the organisation's service level with a balanced set of indicators
  • Apply lean six sigma and innovation to enhance productivity and profitability
  • Lead the team to improve productivity with a high level of customer centricity

Topic/Structure

  • Service Excellence Operations and Six Sigma
  • Planning for Service Excellence Operations
  • Process Excellence and Customer Focus
  • Improving Service Processes
  • Service Excellence Sustainability 

Assessment

As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course. The mode of assessment, which is up to the trainer’s discretion, may be an online quiz, a group/ individual presentation or based on classroom exercises.

Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.

Calculate Programme Fee

Click here for more infomation about SkillsFuture Credits (Not applicable for Company-sponsored participants)
For PSEA - Available only for Singapore Citizen below 31 (Not applicable for Company-sponsored participants)

Total Program Fee: SGD0.00

Fee Table

COMPANY-SPONSORED

PARTICIPANT PROFILE

SELF-SPONSORED

SME

NON-SME

Singapore Citizen < 40 years old

Permanent Resident

LTVP+

$654

(After SSG Funding 70%)

$254

(After SSG Funding 70%
+ ETSS Funding 20%)

$654

(After SSG Funding 70%)

Singapore Citizen ≥ 40 years old

$254

(After SSG Funding 70%
+ MCES Funding 20%)

$254

(After SSG Funding 70%
+ ETSS Funding 20%)

$254

(After SSG Funding 70%
+ MCES Funding 20%)

International Participant

$2,180

(No Funding)

$2,180

(No Funding)

$2,180

(No Funding)

All prices include 9% GST

Please note that the programme fees are subject to change without prior notice.

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

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

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 are eligible for ETSS funding only if their company's SME status is approved prior to the course commencement date. 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)

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Trainers

Dr Uwe H. Kaufmann
Managing Director
Centre for Organisational Effectiveness
Dr Uwe H. Kaufmann
Managing Director
Centre for Organisational Effectiveness
Dr. Kaufmann, a PhD in Mechanical Engineering, brings over 20 years of experience in organizational improvements across diverse industries. This includes organisations such as Alstom, Aon, Armstrong, Bao Steel, Bosch, Bosch Siemens Home Appliances, Flextronics, Johnson & Johnson, JP Morgan, Schneider Electric, DB Schenker, Siemens, TCL, TRW, Wilmax Systems; as well as Public Service agencies such as ISCA, MSF, MFA, MinDef, MOF, MOH, MOM, MTI, IE Singapore, Muis and the Kingdom of Tonga. Dr Kaufmann is also a Six Sigma Master Black Belt. He has led a multitude of organisational development and business process improvement projects in several Government Agencies as well as MNCs. He coached teams on a wide range of projects including process design (Business Process Re-engineering, Design For Six Sigma), process improvement (Lean and Six Sigma), process management (Line of Sight).

Testimonials

There is a good combination of theory and practical industry applications.
Ms Amanda Loh
VIce Principal (Administration)
Northlight School
The workshop gave me a good introduction into analysing processes. I could apply back at work and review the workflows where necessary.
Ms Chen Teng Jin
Senior Executive
JurongHealth Campus
Uwe presented various tools and techniques in class and group discussions are useful in gaining insights.
Ms Koh Fu Mei
Manager, Business and Product Development
ACRA
The principles and tools taught in class, could be applied to my organisation.
Mr Jeremi Ong
Global Response Process Manager
Oil Spill Response Limited

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