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Short Course

Service Analytics and Process Mining

Programme ScheduleDuration (days)Mode of DeliveryProgramme Code
For Corporate Requests Only2Classroom LearningTGS-2022014099
For Corporate Requests Only2Synchronous e-LearningTGS-2022014100

Course Overview

The use of IT-based systems to capture transactions and all forms of interactions with the customers is prevalent in organisations. However, many organisations are not extracting insights from the service process data. This hinders organisations to better understand the customer experience journey and discover problems/opportunities that lie within the service processes. This course examines the weaknesses of current approaches to monitoring and managing service delivery, and introduces the domain of service analytics. It teaches the use of a process mining software to automate process discovery and to understand process maps derived from service event data. Applications of service analytics and process mining in various industries will be discussed.

Course Objectives

This course will equip learners with the following competencies:

  • Understand how business analytics methods can be applied to improve service delivery
  • Apply data mining techniques to enhance service processes
  • Learn to use a process mining tool to automate process discovery and seek service process improvements
  • Through the course, learners from various industries that employ IT-based service delivery and support systems will know how to utilise service process data to improve business processes

Who Should Attend

Business unit heads, senior and middle managers and executives.

Prerequisites

At least a polytechnic diploma

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This programme is part of

  • Professional Certificate in Technology-Enabled Service Innovation and Digital Innovation Leadership

    • Types of Available Fundings

  • Enhanced Training Support
  • SFEC
  • UTAP
  • PSEA

    • Instructors


    A/Prof Oh Lih Bin

    A/Prof Oh Lih Bin

    A/Prof Oh Lih Bin is an Associate Professor and Deputy Head (Teaching and Degree Programmes) in the Department of Information Systems and Analytics, NUS School of Computing. Between 2008 and 2014, Dr Oh was Assistant/Associate Professor of Information Management at the School of Management, Xi’an Jiaotong University (XJTU) in Xi’an, China. He also served as the school’s Academic Director of International Affairs and Programs from 2011-2013. He has held visiting appointments at the MIT Sloan School of Management and the Michigan State University Broad College of Business. Prior to pursuing an academic career, Dr Oh worked as a senior officer (infocomm sciences) in the Science and Engineering Research Council of the Agency for Science, Technology and Research (A*STAR). He also had adjunct lecturing experience in the off-campus programs of Monash University Gippsland School of Information Technology. He has taught courses in IT and service innovation, information systems leadership, e-commerce, and information ethics at the undergraduate, graduate, and MBA/EMBA levels. Dr Oh obtained his Ph.D. and M.Sc. in Information Systems and B.Sc. (First Class Honors) in Computer and Information Sciences from NUS.

    Programme Fees


    Singapore Citizens Singapore PRs Enhanced Training Support for SMEs International Participants
    39 years old
    or younger    		 40 years old
    or older
    Full Programme Fee S$1,900.00 S$1,900.00 S$1,900.00 S$1,900.00 S$1,900.00
    Less: SSG Grant Amount S$1,330.00 S$1,330.00 S$1,330.00 S$1,330.00 -
    Nett Programme Fee S$570.00 S$570.00 S$570.00 S$570.00 S$1,900.00
    9% GST on Nett Programme Fee S$51.30 S$51.30 S$51.30 S$51.30 S$171.00
    Total Nett Programme Fee Payable, Including GST S$621.30 S$621.30 S$621.30 S$621.30 S$2,071.00
    Less Additional Funding - S$380.00 - S$380.00 -
    Total Nett Programme Fee Payable, Including GST, after additional funding from the various funding schemes S$621.30 S$241.30 S$621.30 S$241.30 S$2,071.00
    1. Total Nett Programme Fee Payable, including GST, after additional funding from various funding schemes.
    2. Participants must fulfill at least 75% attendance and pass all assessment components to be eligible for SSG funding.
    3. Please note that all external funding for courses is limited in duration and subject to eligibility and availability.

    Other Information

    This course is eligible for Union Training Assistance Programme (UTAP). NTUC members can enjoy up to 50% funding (capped at $250 per year) under UTAP. NTUC members aged 40 and above can enjoy higher funding support up to $500 per individual each year, capped at 50% of unfunded course fees, for courses attended between 1 July 2020 to 31 December 2025. Please click here for more information.

    Advanced Computing for Executives

    11 Research Link
    COM 3, #B1-07
    Singapore 119391
    Email: soc-ace@nus.edu.sg

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