Dates: 18 Oct (7pm – 9.45pm), 19 Oct (7pm – 9.45pm), 20 Oct (7pm – 9.15pm), 21 Oct 2023 (9am – 5.30pm) | Online
Duration: 2 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 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.
This course 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 and 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
TGS-2022014097 (Classroom Learning)
TGS-2022014098 (Synchronous e-learning)
Course Fee Breakdown
Singapore Citizens
39 years old or youngerSingapore Citizen
40 years old or older