Service Innovation: Innovating to Achieve High Service Performance

New venture creation, or the successful delivery of a new business model, product or service, is not the hallmark of start-up firms alone.

On the contrary, most organisations need to think entrepreneurially today, to survive the increasing speed at which complexity, interconnectedness, globalisation and change shift the business landscape. Companies that do best today are the ones who embrace change and are unafraid to cannibalise revenue generators to develop new businesses. In short, they innovate.


In this course, participants learn to think like innovators, from the initial idea creation to managing resources for the successful delivery of a product. The course introduces particpants to a number of frameworks used within the innovation space, including deign thinking, the exploitation of blind spots, industry role models and the like.


At the end of the course, participants are asked to deliver a new product or service and convince their peers to invest in their idea.




By the end of the course, you will be able to:

  • Gain greater insight into how entrepreneurs think
  • Understand how to launch and lead service innovation
  • Experience how innovation drives sustainable success in service delivery



Business Improvement, Innovation and Excellence 

Instructional Methods and Expectations

Lectures,discussions, case studies 

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*



Please contact for queries on funding.


This programme is designed for professionals with work exposure to customer experience, marketing, quality assurance, operations, collaborative partnership or customer analytics.

Course Dates

25 - 26 January 2018
26 - 27 April 2018
2 - 3 August 2018
25 - 26 October 2018


Instructor Profile


Dr Anne-Valérie Ohlsson

Assistant Professor of Strategic Management (Practice)

Lee Kong Chian School of Business


Anne-Valérie is a best-selling business author and faculty member. Her areas of focus include innovation, entrepreneurship (including corporate entrepreneurship), and entrepreneurial leadership. She has lived and worked in Europe, South Africa, the Middle East, and Asia. She has a passion for executive development, which she has exercised both in the social and the commercial space. Anne-Valérie has worked with a number of governments in Asia on both strategy and innovation. Her corporate clients include companies such as Google, Tata, Pfizer, Panalpina, Firmenich, Philip Morris as well as Asian conglomerates.


Mr Nicholas Lee

Head, Customer Experience & Innovation

Great Eastern Life Assurance Co Ltd


Nicholas started his career at the Singapore Tourism Board where he spent 10 years in various marketing roles spanning seven different countries. Nicholas then spent 9 years at The Idea Factory, a boutique innovation consultancy founded in San Francisco, where he lead innovation projects in Singapore and the region for companies such as American Express, Jurong Health Services, LEGO, Levi Strauss, Microsoft Asia-Pacific, Philips and Roche (Australia). He also helped build innovation capability for clients such as the Ministry of Education (Singapore), Standard Chartered Bank, China Productivity Centre in Taiwan, the National Innovation Agency of Thailand, and Public Bank Berhad in Malaysia.