Dates:
Technology-Enabled Service System Design:
18 Oct (7pm – 9.45pm), 19 Oct (7pm – 9.45pm), 20 Oct (7pm – 9.15pm), 21 Oct 2023 (9am – 5.30pm) | Online
Service Analytics and Process Mining:
30 Oct, 31 Oct 2023 | 9am – 5.30pm | Classroom Learning
Digital Innovation Governance and Leadership:
6 Nov, 7 Nov 2023 | 9am – 5.30pm | Classroom Learning
Course Overview
Technology can enable organisations to create innovative and personalised services that cater to customers’ evolving needs and preferences. By taking a systemic perspective to examine their service delivery processes, organisations can better leverage technologies such as AI, data analytics, and digital platforms to deliver seamless customer experiences. More importantly, organisations need to make the right investment choices to design technology-enabled service processes that can achieve the optimal balance between humans and technology. Moreover, it is equally imperative to foster an innovation mindset in the organisation and ensure that these digital innovation mechanisms are well managed.
Course Objectives
This PC will equip learners with the following competencies:
- Take a service system perspective to analyse service process inefficiencies and design IT-enabled service innovations;
- Understand how business analytics can be applied to improve service delivery and apply data mining techniques to enhance service processes;
- Appreciate the strategic and operational issues involved in governing, implementing, and leading digital innovation initiatives.
Job Role Readiness
This PC will prepare learners in the following job roles to perform their responsibilities more effectively:
- Business Unit Heads
- Senior and Middle Managers
- Executives
Who Should Attend
Business Unit Heads, Senior and Middle Managers, Executives
Prerequisites
At least a polytechnic diploma
Course Convener
(Click photo to view biography)
Assoc Prof Oh Lih Bin
Assoc Prof Oh Lih Bin
Assoc 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.
Course Fees
Total Nett Programme Fee Payable, Including GST, after additional funding from the various funding schemes
Participants must fulfill at least 75% attendance and pass all assessment components to be eligible for SSG funding.
To enquire, email soc-ace@nus.edu.sg
To register, click Register
Course Codes
Technology-Enabled Service System Design: TGS-2022014097 (Classroom Learning) / TGS-2022014098 (Synchronous e-learning)
Service Analytics and Process Mining: TGS-2022014099 (Classroom Learning) / TGS-2022014100 (Synchronous e-learning)
Digital Innovation Governance and Leadership: TGS-2022014101 (Classroom Learning) / TGS-202201410 (Synchronous e-learning)