Data Analytics: Harnessing Data for Quality Service Delivery, Value Enhancement & Outcomes
- Analytics & Tech
- Innovation & Business Improvement
This programme is conducted on-campus.
2 days
Weekdays (9am - 6pm)
Singapore Management University
Who Should Attend
- Executives who develop and lead their organisation’s service quality and customer-centric initiatives
- Managers in the fields of customer experience, quality assurance, frontline operations, customer analytics and insights
Overview
As products and services becoming increasingly homogeneous, companies seek to outdo their competitors by focusing on service excellence and value. However, service and value related decisions cannot be made by relying on prior experience and gut feel. Managers must harness data within relevant frameworks to make better decisions.
This module is available on a standalone basis.
Learning Objectives
- Recognise the need to focus on service excellence and value
- Recognise data analytics as a critical tool to boost service delivery and to enhance value
- Understand key service-related analytical frameworks in the field of customer service, value, satisfaction and loyalty
- Gain knowledge of collecting, analysing and interpreting customer and marketing metrics
- Translate customer and marketing data into insights to achieve better marketplace outcomes
- Articulate the analysis results for management communication
Topic/Structure
- Basic Introductions to Data
- Foundations of Data Analytics
- Service quality insights
- Value insights
- Loyalty insights
Assessment
As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course.
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
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% |
$654 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
|
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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