Technology-Enabled Service System Design

Short Course

Technology-Enabled Service System Design

Programme Schedule	Duration (days)	Mode of Delivery	Programme Code
For Corporate Requests Only	2	Classroom Learning	TGS-2022014097
For Corporate Requests Only	2	Synchronous e-Learning	TGS-2022014098

Course Overview

The service industry has undergone tremendous changes in the midst of evolving business models, consumer demographics shifts, and technology advancements. Consequently, service-centric organisations need to examine and redesign their service processes and delivery system to better meet the intensified competition. This course takes a service system perspective to analyse service process inefficiencies and to design technology-enabled service innovations. It provides learners with a new understanding of the service industry, services, customer and service roles, and introduces the concept of a service system. Learners are taught the process chain network (PCN) method, a new service design technique to perform a service process audit of the organisation’s service processes. An emphasis will be placed on leveraging emerging technologies such as Artificial Intelligence (AI), Internet of Things (IoT), autonomous devices, etc in order to deliver valued-added, omni-channel services to consumers and organisations.

Course Objectives

This course will equip learners with the following competencies:

Understand the nature of services, role of customers and service providers, and service delivery system
Learn the process chain network (PCN) technique to analyse service processes and design service innovations
Use emerging technologies effectively in the service delivery system to provide omni-channel services
Through the course, learners from the service industry and other service-centric sectors will improve their ability to design technologyenabled services that can deliver value to both the consumers and organisations

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

Programme Fees

	Singapore Citizens		Singapore PRs	Enhanced Training Support for SMEs	International Participants
	39 years old or younger	40 years old or older	Singapore PRs	Enhanced Training Support for SMEs	International Participants
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

Total Nett Programme Fee Payable, including GST, after additional funding from various funding schemes.
Participants must fulfill at least 75% attendance and pass all assessment components to be eligible for SSG funding.
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.

A/Prof Oh Lih Bin

Advanced Computing for Executives