WSQ The Service Innovator powered by Disney Institute
*consist of 2 modules
- Cultivate a Service Innovation Mindset
- Participate in Service Innovation Process
Course Overview
The Service Innovator (TSI) Program is conceptualized to prepare participants involved in service jobs and environments with the mindset to adopt service innovation in their work lives, and skills to initiate and participate in service innovation in their work environments.
In collaboration with Disney Institute, this course includes unique insight into the Disney approach. As a global leader in everything from customer service to leadership excellence, Disney has provided special examples, videos, and activities to support the course objectives and enhance the learning journey.
Course Objectives
The first part of this course is focused on cultivating a service innovation mindset in participants. In this section, participants will be given the background on the need for service innovation, encouraged to adopt a service innovation mindset, and guided to apply their own thinking style for service innovation. Disney Institute examples in this section allow participants to understand how innovation occurs from the people, product, process and place within the organization as well as the specific roles and responsibilities of anyone in pursuit of service innovation.
The second part of the program is centered around learners participating in service innovation processes. In this section, participants will acquire the ability to identify service innovation opportunities, generate ideas to transform the customer experience, evaluate and select service innovation ideas to develop, and advance their service innovation ideas towards implementation. Disney Institute examples in this section help participants understand how to determine which service innovation ideas are most beneficial for their organization and how to build a business case for new ideas.
Who Should Attend
- Frontline service staff from various service industry sectors
- Backend supporting staff facilitating the process of service delivery
Pre-requisites
Nil
Course Duration
20 Hours / Full Time
Course Outline
A. Cultivate a Service Innovation Mindset
- Recognise the need for service innovation
Define service innovation
Explain the importance of service innovation for organisation
Identify the different types of service innovation applicable to organisation
Adopt a service innovation mindset
- Identify own role and responsibility in supporting to service innovation
- Identify and manage negative beliefs towards service innovation
- Identify and capitalise on enablers of service innovation to instill positive service innovation attitude
- Apply own thinking style for service innovation
Recognise own preferred thinking style to understand how it contributes to service innovation process
Use own thinking style to contribute to service innovation process
Recognise diverse thinking styles of team members to maximise team potential for service innovation
Collaborate with team members of diverse thinking styles to leverage on each other’s strengths and limitations for service innovation.
B. Participate in Service Innovation Processes
- Identify service innovation opportunities
Identify strengths and weaknesses in internal environment for potential service innovation opportunities
Identify opportunities and threats in external environment for potential service innovation opportunities
Challenge existing assumptions relating to service innovation for translation into potential service innovation opportunities
Generate Ideas to Transform Customer Experiences
- Recognise divergent and convergent thinking processes
- Apply principles of divergent thinking to think broadly and stretch one’s ability to create ideas
- Use appropriate divergent thinking techniques to create ideas for later analysis and selection
- Evaluate and Select Service Innovation Ideas to Develop
Apply principles of convergent thinking to organise range of ideas generated from divergent thinking into idea clusters
Evaluate ideas generated according to organisational evaluation criteria
Apply convergent thinking techniques to select and prioritise feasible ideas to develop
Document ideas evaluated according to organisational procedures for possible future reference and use
Advance Service Innovation Ideas Towards Implementation
- Enhance and modify selected ideas for development of mock-up
- Create mock-ups of selected ideas to enable stakeholders to visualise selected ideas during presentation of selected ideas
- Present selected ideas to stakeholders for their feedback and decision
- Refine presented ideas based on stakeholders’ feedback to meet stakeholders’ requirements
- Take follow up actions arising from stakeholders’ decision
Medium of instruction & Trainer : Trainee Ratio
English
Trainer : Trainee Ratio is 1:20
Mode of Assessment
- Mini lectures
- Role plays
- Exercises
- Discussions
- Case studies
Certification Obtained and Conferred by
Those who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA.
Price
Price Type | Without GST | With GST |
Price per pax before WDA funding (Singaporean / PR) | $720.00 | $770.40 |
Price per pax after WDA funding (Singaporean / PR) | $72.00 | $77.04 |
WTS Funding is also applicable for eligible Singaporeans. For more information, please call us at 6471 2223 or email enquiries@ntuclearninghub.com.
