SMU Advanced Certificate in Service Excellence and Innovation

Overview

As the business landscape changes to accommodate for technological disruption and innovation, it is imperative that the backbone of any organisation remains resilient. Service is a key differentiator and customer satisfaction has been proven to be linked to the financial performance of a business.

In conjunction with SMU Academy, the Institute of Service Excellence is offering the SMU Advanced Certificate in Service Excellence & Innovation. The Advanced Certificate is a modular programme that is designed for mid-level managers to senior-level executives to focus on building a culture of service excellence through leadership, process planning, service innovation, data-driven insights and a customer-centric strategy.

Our modules focus on training you to make a positive impacts and achieving peak results in your daily work. Addressing issues and challenges that your organisation may face, the Advanced Certificate will get you thinking from inside out, putting the customer at the centre of your business decisions.

Participants will be awarded the SMU Advanced Certificate in Service Excellence and Innovation upon completion of any 6 of the following modules:


In order to be awarded the advanced certificate, participants are required to complete the 6 modules within a maximum time period of 3 years and to pass an assessment which will be administered upon completion of the last module.

You will also be receiving a SMU digital badge or credential upon attaining the advanced certificate. For more information about digital credential, please visit here.

Next Course Starts On22 Nov 2018 (Thu) See Full Schedule
Fee SGD16799.00* (as low as SGD2039.70* after maximum funding) Learn more
Duration
  • Human Capital Leadership: Leading a Service-Centric Culture: 2 days
  • Employee Engagement & Change Management: Fostering a Service-Centric Culture: 2 days
  • Design Thinking: Creating an Exceptional Customer Experience: 2 days
  • Creativity & Innovation: Innovating to Achieve Desired Service Performance: 2 days
  • Strategic Communications: Crisis Management in Service Delivery: 2 days
  • Business Processes: Service Excellence in Operations Strategy: 2 days
  • Data Analytics: Harnessing Data for Quality Service Delivery, Value Enhancement & Outcomes: 2 days
  • Data Analytics: Making Better Customer Decisions Using Analytics (A Competency Development Programme): 3 days
Level
Advanced
Venue

SMU

Fees and Funding

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.

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.
 

Full course fee: S$ 2,675 (including 7% GST) per module
Nett fees payable per participant after WSG Funding: S$ 802.50 (including 7% GST)

Additional Subsidies Available:

  1. 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: S$302.50
     
  2. Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 
    Total nett course fee payable, including GST after additional ETSS funding: S$302.50

     

Full course fee: S$ 3,424 (including 7% GST) per module
Nett fees payable per participant after WSG Funding: S$ 1,027.20 (including 7% GST)


Additional Subsidies Available:

  1. 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: S$527.20
     
  2. Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 
    Total nett course fee payable, including GST after additional ETSS funding: S$527.20

Schedule

Start Date(s)
Intake Information

 

Human Capital Leadership: Leading a Service-Centric Culture
  • 22 - 23 November 2018 (Click here for registration)

Employee Engagement & Change Management: Fostering a Service-Centric Culture

  • 8 - 9 November 2018 (Click here for registration)
  • 11 - 12 April 2019 
Design Thinking: Creating an Exceptional Customer Experience
  • 15 - 16 November 2018 (Click here for registration)
Creativity & Innovation: Innovating to Achieve Desired Service Performance
  • 25 - 26 October 2018 (Click here for registration)
  • 25 - 26 April 2019 (Click here for registration)
Strategic Communications: Crisis Management in Service Delivery
  • 1 - 2 November 2018 (Click here for registration)
Business Processes: Service Excellence in Operations Strategy
  • 18 - 19 October 2018 (Click here for Registration)
  • 5 - 6 March 2019 (Click here for Registration)
Data Analytics: Harnessing Data for Quality Service Delivery, Value Enhancement & Outcomes
  • 8 - 9 October 2018 (Click here for registration)
  • 19 - 20 February 2019 (Click here for registration)
  • 23 - 24 May 2019
Data Analytics: Making Better Customer Decisions Using Analytics (A Competency Development Programme)
  • 11 - 13 March 2019 (Click here for registration)
  • 26 - 28 June 2019

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