Information & Results: Harnessing Data for Quality Service Delivery, Value Enhancement & Outcomes

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 workshop will equip participants with the knowledge and skills needed to transform data into useful insights for quality service delivery, improve customers’ perceived value, and advance business outcomes.  Participants will also be exposed to relevant frameworks to support the development of better strategies through data analysis.

 

Takeaway

 

At the end of the 2-day workshop, participants will be able to:

  • 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.

 

Topics

  • Refresher on data analysis

  • Service quality insights

  • Value insights

  • Loyalty insights

Participants

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.

Module Fees

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.

 

Singapore 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*

SkillsFuture Singaporean Funding :

SGD302.50 (Including GST) for Singapore Citizens/Singapore Permanent Resident over 40 years old.

SGD302.50 (Including GST) for SMEs enrolled with Enhanced Training Support.

 

 

If you are an 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 right to amend information including price, date, location, faculty, daily schedule and other details.

 

Duration

9:00am to 5.30pm, 2 days

Course Dates

Run 1 :   9 - 10 October 2017[Completed]
Run 2 : 19 - 20 March 2018
Run 3 : 23 - 24 July 2018
Run 4 :   8 - 9 October 2018

 

Instructor Profile

 

Dr Raymond Teo

Adjunct Faculty of Marketing

Lee Kong Chian School of Business

Singapore Management University

 

Dr. Raymond Teo is a thought-leader in the field of customer experience and data analytics. He has been the anchor of SMU’s customer relationship management and data-driven insights programmes for both undergraduate and postgraduate levels for a decade. He is highly sought after as a speaker by international conference organisers in these specialised fields. He regularly contributes to the Singapore Business Review. He is very active in the field of customer experience, having authored articles for the Singapore Business Review that includes ‘How firms compete on customer experience in Singapore’.

 

Dr. Teo obtained his Ph.D. from the University of Western Australia, Master of Business Administration degree from the University of Strathclyde and Bachelor degree from the National University of Singapore. Dr. Teo is an adjunct faculty of the Singapore Management University (SMU), offering customer relationship management and marketing related programmes at undergraduate and postgraduate levels.