Date: 8 Jun, 9 Jun 2023 | 9am-5.30pm | Classroom Learning
Duration: 2 Days
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.
This module is part of Professional Certificate in Technology-Enabled Service Innovation and Digital Innovation Leadership.
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, Executives
At least a polytechnic diploma
(Click their photos to view their short biographies)
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.
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.
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TGS-2022014099 (Classroom Learning)
TGS-2022014100 (Synchronous e-learning)
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Course Fee Breakdown
Singapore Citizens39 years old or younger
Singapore Citizen40 years old or older