Facebook-f Linkedin Instagram Youtube Tiktok
Search
Short Course

Technology-Enabled Service System Design

Programme ScheduleDuration (days)Mode of DeliveryProgramme Code
To be advised2Classroom Learning TGS-2022014097
To be advised2Synchronous e-LearningTGS-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

Reserve Your Seat Now
Contact Us

Chat with us

This programme is part of

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

    • Types of Available Fundings

  • SkillsFuture Credit
  • UTAP
  • PSEA
  • Enhanced Training Support
  • SFEC

    • 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. GST shall apply at prevailing rates.
    3. Participants must fulfill at least 75% attendance and pass all assessment components to be eligible for SSG funding.
    4. Singaporeans and Singapore PRs are eligible for up to 90% SkillsFuture Singapore (SSG) funding, subject to SSG funding guidelines.

    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
    Telephone: +65 6516 5523
    Email: soc-ace@nus.edu.sg

    Facebook-f Linkedin Instagram Youtube Tiktok

    terms and conditions  

    course catalogue  

    Registration Guides  

    About us

    Programmes for individuals     

    Solutions for organisations  

    ONLINE LEARNING