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.