Technology-Enabled Service System Design

Date: 25 May (7pm-10pm), 26 May (7pm-9.30pm), 27 May (9am-5.30pm), 29 May (7pm-9.30pm) | Online

Duration: 1 and 3 Half Days

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 technologyenabled 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.

This module is part of Professional Certificate in Technology-Enabled Service Innovation and Digital Innovation Leadership

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, Executives


At least a polytechnic diploma

Course Convener

(Click their photos to view their short biographies)

ccccc Oh Lih Bin

Assoc Prof Oh Lih BinAssoc Prof Oh Lih Bin

Course Fees

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

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

To register, click Register

Course Codes:
TGS-2022014097 (Classroom Learning)
TGS-2022014098 (Synchronous e-learning)

For members of public and NUS Alumnus (without R&G Voucher), please follow the steps below:

Select Short Course / Modular Course -> Apply for Myself -> Browse Academic Modules / Short Courses-> Module/Course Category -> Short Courses -> Browse Courses-> Advanced Computing for Exe (Faculty/Department / Unit)

Please download the user guide for NUS Online Application Portal after you click ‘Apply for Myself’ if you need assistance.

Course Fee Breakdown


Singapore Citizens

Singapore Citizens

39 years old or younger

Singapore Citizen

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