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Download the sheet profile
flyer containing all the trainer information. |
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| Click here to read featured article |
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| Click here to instantly register for this course. |
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| What is this course about? |
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Companies have moved from business models where value comes from physical goods and tangible activities, to models where value comes from intangible things, such as services, knowledge and relationships.
Most organisations now strive to create services that deliver a sustainable competitive advantage. They develop their business, operations, offering and brands. Some seek growth, and others cost savings. Some look to expand internationalise. Consequently, plenty of national and international studies and government and industry reports have recently discovered an increasing need for service innovation, service design and service business competence.
Service innovation is an ability to anticipate change in customer wants, needs, desires and behaviours, and to respond with innovative service improvements to create profitable new value propositions. Today customers are looking for comprehensive solutions and compelling experiences. Customers pay for advice, information, assurance, human interaction, and human and natural resources. This shift in value requires continuously improved and new services and the ability to meet and exceed customer needs.
This course equips Participants to become the next-generation managers and leaders of services from the perspectives of service design and creative thinking. By uniting the studies of design, strategy, entrepreneurship, finance, management and sustainability, we provide the tools to manage and develop services in today’s fast moving markets with a vision which is sustainable, meaningful, ethical, profitable, and truly innovative. |
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| Who is this course for? |
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| Decision makers and key enablers in service oriented industries. People who are looking to acquire new skills and inculcate the service design culture in their organisations. Participants are not expected to have any formal background in design related areas but the intent and authority to use strategic design thinking would be ideal. |
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| What will I Learn? |
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| Participants will gain two key insights when embarking on this course, those being: |
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To develop professional skills for Service Design and Management, with a focus on the quality of the overall customer experience and on the design of innovative service ideas. |
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To impart upon participants all the conceptual and operational tools for designing and managing service innovations, such as, customer experience assessment and improvement; design of service organizational procedures; service interface design; as well as envisioning the feasibility and implementation of new service ideas. |
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| During the course, participants will specifically learn and practice conceptual and operational tools for: |
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Developing strategies and insights into a business, its customers, business environment and future trends. |
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Understanding the service sector peculiarities and evolutionary patterns, with respect to B2C and B2B contexts, use critical and reflective thinking to conceive innovative business opportunities. |
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Design-driven methods and practices for customer experience assessment and improvement |
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Applying recent theories and methods for service operations management through specific case-studies. |
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Mapping service blueprints and touch point maps. |
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Creating innovative, and compelling value propositions |
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Designing and modeling incremental and disruptive innovation for the service industry through viable and competitive service ideas. |
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Managing the service business. |
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Fostering the service culture and service leadership. |
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The two day course is the only programme of its kind in Asia, and helps Participants imagine and create a better world, and better business through innovative service change.
We advocate the views of business lying in harnessing the triple bottom line of; economic, environment and social sustainability. We sometimes refer to this as Profit, Planet and People.
The Course sits in the heart of Asia, in one of the leading cosmopolitan cities, where growth is leading major changes in business thinking.
The Course in Service Design is looking for motivated Participants who are looking to take their service thinking to the next level, who are pioneers, and are interested in collaboration and meaningful change in business and consumer services. Applicants to the Course should have strong communication and collaboration skills as well as being comfortable with quantitative processes.
This course involves field and classroom training.
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| In-house |
For in-house training enquiries or course development, click here. |
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| Course Details |
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| For In-House programme only |
| If you have a team of 12 or more, we will come to you and the course will be tailored to your requirements. Email us now for more details. |
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| Duration: 2 days |
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| Course Fee: S$680 |
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| Trainer Profile |
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Paul Sykes
Paul Sykes is a leading consultant in the field of ‘strategic design innovation’. He helps businesses use design at a strategic and corporate level to increase performance and profitability. He has worked in design and strategic business consulting in London, Milan, Stockholm, Sydney, Jakarta, Kuala Lumpur and Singapore. Paul’s’ talent lies in identifying the Customer Experience and Service key touch points and core Brand Values in a business and then being able to create coherent and well planned strategies for implementation, which are focused on creating tangible bottom line results. |
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| Testimonial |
“It was great to encounter service delivery first hand during the training programme, an innovative approach. I have many new insights for use in my job" |
Head of Services - Citibank |
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| Quick Tip |
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Role play new, or even existing, service practices and innovations to test them out before implementation. This way, you’ll have a more meaningful understanding of the importance of touch points between you and the customer. |
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| Recommended Next Course |
Design Thinking for Business. |
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