goKAT with Service Process Design for Seamless Customer Experience is tailored to help companies scale up their service operational processes, with improved service design through data analysis.
Through this programme, you will experience a project-based learning approach and be guided by a mentor to ensure knowledge retention, while encouraging the development of practices that will enable you to scale up your company's ability in delivering customer experience and aligning service process design using a service blueprint.
You will also undergo hands-on training to review your company’s operational service design using data analytics, work on updating service design concepts, and learn best practices to improve service operational flow.
This course also discusses the “backstage” process and “front stage” customer experience; enabling you to understand how a well-established service blueprint help in delivering desired values to customers.
To achieve its objectives, this course will be conducted in two phases:
- Phase 1: You will be part of a one and a half-day workshop which aims to deepen your understanding of customer experience and service process design through the use of service blueprint.
- Phase 2: For the remaining course duration, you will be grouped in a team of three. Mentors will be assigned to guide teams with their creation of a service blueprint and planning of the actionable outcomes.
To achieve effective learning, all goKAT participants/teams should have an outline of their problem statement before course commencement. You may consult the trainers on your project problem statement during training.
Learning Objectives
This programme will enable you to focus on service processes using a service blueprint. The creation of a service blueprint will enable you to have clarity on how components in the different operational processes interact with one another to collaborate and deliver a seamless customer experience.
By the end of course, you will be able to:
- Understand the principles of customer experience and service process design
- Create a service blueprint for seamless customer experience
- Leverage service blueprint and service design to improve the delivery of customer experience
Who should attend?
Small and medium-sized enterprises' owners, senior managers, and middle managers in the areas of customer management, experience, and service.
Entry Requirement
You are expected to have a minimum 'A' level/ Diploma or equivalent. You should also be proficient in English, and possess basic Microsoft Excel as well as internet research skills.
Certification
Participants will be awarded a certificate of completion upon meeting the 75% course attendance requirement.
For courses with assessment component, participants will be awarded the certification of completion upon passing the assessment. Otherwise, a certification of attendance will be issued instead upon meeting the 75% course attendance requirement.
Trainer's Profile
Jacinta Chua
Senior Lecturer
Capability and Industry Development, School of Hospitality
Republic Polytechnic (RP)
Jacinta holds a Masters in Business Communication and a Bachelor of Business from the Queensland University of Technology (QUT). She has over 15 years of work experience from various sectors such as Finance, Telecommunications, Media, Consultancy, and non-profit organisation, and her expertise are in the areas of Consumer Analytics, and Customer Experience.
As a full-time Senior Lecturer with Republic Polytechnic, Jacinta imparts her knowledge in Consumer Insights and Analytics, and Customer Experience by delivering modules in Customer Analytics, and Customer Relationship Management. Jacinta is also involved in various industry consultancy projects with companies from the health and wellness sector which she is passionate in. Jacinta believes that analytics should be fun and that everyone should possess the basic skills, especially in this day and age where data literacy is becoming a required skill.
A certified Six Sigma Green Belt practitioner, Jacinta possesses unique skills in understanding business problems by looking from both customer and organisational perspectives. These skills, coupled with extensive project experience, allow her to deliver a relevant learning experience to students and industry practitioners.
Queenie Lee
Conexus Senior Manager
Capability and Industry Development, School of Hospitality
Republic Polytechnic (RP)
Prior to joining RP, Queenie was with the attractions and arts industry, specialisating in functions of customer management and CRM system management. With keen interest in customer experience and the evolving trends in the industry, Queenie joined Republic Polytechnic (RP) to become a highly-rated trainer for both Pre-Employment Training (PET) and Continuing Education Training (CET) courses. With both her academic and industry knowledge, Queenie designs curriculum and train learners in her area of expertise - Customer Experience, Service Process, Customer Analytics and Customer Relationship Management (CRM).
As part of the Capability and Industry Team at the School of Hospitality, Queenie has led numerous industry consultancy and research projects spanning across industries such as Healthcare, Retail, F&B, Hospitality and Tourism sectors. She specialises in projects for customer experience management such as customer analytics, customer experience planning, customer journey mapping, customer satisfaction, net promoter score, RFM analysis and customer experience mystery audits, etc.
Queenie holds a Master of Business in Integrated Marketing Communications from Queensland University of Technology, Bachelor of Arts from National University of Singapore, and Advanced Certificate in Learning and Performance (ACLP). In addition, Queenie is a RP Certified Facilitator and Lesson Design Specialist, she is also a LEAN Six Sigma certified with Singapore Management University.
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).