Human Capital Leadership: Leading a Service-Centric Culture

Programme Code: CRS-N-0043338

Overview

The quality of a company’s leadership often makes or breaks the organisation. To build a culture of service centricity across the organisation, the champion of change has to come from the top. Companies must continuously transform themselves to achieve superior performance in an increasingly dynamic and uncertain global business environment. This is especially important for service-oriented businesses, as customers become increasingly fickle and easily allured.

The objective of this workshop is to help participants understand the key principles as well as common obstacles and traps in managing this transformative process. Participants will learn to effectively cope with these challenges to maintain a competitive advantage, with a special focus on consumer-facing and service industries.

This programme helps leaders increase their self-awareness and discover their innate talents and strengths. They will better understand the importance of building a service-centric culture within their organisations, by first creating a strong vision of service-centricity, then defining strategies and goals towards achieving this vision. Leaders will learn how to align their vision with execution by selecting the right talent and by being a true role-model of service-centricity. Participants will also be equipped to understand the significance of employee engagement and thus empower their team toward service-centricity.

This module is part of the SMU Advanced Certificate in Service Excellence and Innovation.

Next Course Starts On22 Nov 2018 (Thu) See Full Schedule
Fee SGD2675.00* (as low as SGD302.50* after maximum funding) Learn more
Duration

2 days

Level
Advanced
Venue

SMU

Learning Objectives
  • Understand strategy as a choice of trade-offs, an added-value decision, and a commitment process to build competitive advantage.
  • Understand many paradoxes in the strategic change process and the basic principles for leaders to cope with them.
  • Understand how to lead through the strategic change process by communicating and motivating effectively.
  • Gain self-awareness by discovering your greatest talents and strengths and how these reflect upon your brand as a leader.
  • Understand the importance of building a service-centric culture within organisation.
  • Identify the steps required to develop a service-centric organisation: Envision an organisational culture with service-centricity as its driving force, Execute the vision through talent selection and role modelling, and Engage & empower your people towards service excellence.

Who Should Attend

Senior management and team leaders who have a role in driving service improvement strategies, culture, and initiatives, as well as a customer oriented workforce.

Fees and Funding

SGD 2,675 (including 7% GST) per person

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.

Course Code in SkillsConnect: CRS-N-0043338Singapore Citizens/
Singapore Permanent Residents
Full course feeSGD 2,500
WSG grantSGD 1,750
Nett course feeSGD 750
7% GST on nett course feeSGD 52.50
Total nett course fee payable, including GSTSGD 802.50*
Additional Subsidies Available:
SkillsFuture Mid Career Enhanced Subsidy of SGD 500 (applicable to SCs over 40 years old)

 

Total nett course fee payable, including GST
after additional funding

 

SGD 302.50

Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 

 

Total nett course fee payable, including GST
after additional ETSS funding

 

SGD 302.50

 

 

 

 

 

 

 

 

 

 

 

 

 

If you are a NTUC member, this programme is eligible for UTAP (Union Training Assistance Programme). To apply, visit here.
ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.
ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.

Schedule

Start Date(s)
Intake Information
intake 113 - 14 September 2018 (Completed)
INTAKE 222 - 23 November 2018 (Open for Registration)

Speaker/Trainer Bio

Dr. Geng Xue Song
Associate Professor of Strategic Management
Lee Kong Chian School of Business, Singapore Management University

Dr. Geng is an Associate Professor of Strategic Management at the Lee Kong Chian School of Business, Singapore Management University. He has a PhD (Strategy) from the University of Toronto. Dr. Geng research areas and areas of interest encompass Strategy and Organisation, Asian and ASEAN Initiatives and Business Models and Innovation.

Please find Prof Geng's full CV here.

Dr Vanessa San
Leadership Consultant
Talent Plus ®

At Talent Plus ®, Dr. Vanessa San is a key member of the Leadership Consulting team with significant management consulting background. Dr. San is an organizational psychologist who has worked with industry leaders from diverse backgrounds across healthcare, corporate business and educational settings for the past 17 years.

Please find Vanessa's full CV here.

Ms Deon Senturk
Director of Asia Pacific Business Strategy & Development
Talent Plus

Deon Senturk joined Talent Plus ® in 2014 and works to integrate Talent Plus concepts with client partners throughout the world. As Director of Business Strategy and Development, Senturk partners with Talent Plus clients to help them understand the philosophies of strength investment and The Science of Talent ®. Her work is concentrated on the hospitality industry, working with clients such as Mandarin Oriental, The Ritz-Carlton Hotel Company and The Peninsula Hotels as she becomes a trusted advisor to top leaders in the area of human capital selection and development, strategic talent management planning and organisational behavior.

Please find Deon's full CV here.

Testimonials

Suitable for all sorts of leaders. A course that will definitely motivate leaders to do better!
Yap Li Yin
Retail Manager , Chan Brothers Travel
The workshop will help you to understand your leadership styles, strengths and how to apply it to achieve service excellence.
Ng Woon Ming Jason
Senior Assistant Director, Singapore Corporation of Rehabilitative Enterprises
Insightful, provides me more ideas and concepts toward shaping my leadership skills in shaping a customer-focused team.
Judy Khong Hui Leng
Senior Retail Manager, M1 Shop Pte Ltd

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