Business Processes: Service Excellence in Operations Strategy

Businesses, on the trajectory of growth, will find themselves confronted with the need to ensure that vision is not only bought into, but effectively and purposefully operationalised into action plans and work streams across the organisation.


Benjamin Franklin once said, “If you fail to plan, you are planning to fail”. Globalisation and the emergence of new markets and digital technology advancements have completely transformed existing economic business models. Moreover, as companies gain in size and complexities in terms of team structures, businesses will find themselves confronted with the need to ensure that vision is not only bought into, but effectively and purposefully operationalised into action plans and work streams across the organisation.

This programme will enable participants to explore innovative techniques to drive both productivity and profit in the evolving business landscapes. Using a combination of lectures, discussions, interactive exercises, and videos, the course aims to enhance your understanding of how to apply process management principles to your organisation.

The participants will return to their organisation better equipped to incorporate customer insights with process design, and manage the service capacity with lean six sigma principles.


  • Apply service profit chain and establish relationships between profitability, customer satisfaction and employee satisfaction
  • Align your service design and process design with the organisational strategy
  • Assess the organisation's service level with a balanced set of indicators
  • Apply lean six sigma and innovation to enhance productivity and profitability
  • Lead the team to improve productivity with a high level of customer centricity


  • Service Excellence Operations and Six Sigma
  • Planning for Service Excellence Operations
  • Process Excellence and Customer Focus
  • Improving Service Processes
  • Service Excellence Sustainability 


2 days, 9am to 5.30pm


Carlton Hotel 


Decision makers and managers with corporate planning and service operations responsibilities.


Ms Karen Chew
Phone: +65 6828 0111


5 - 6 Mar 2019


18 - 19 Jul 2019



Dr Uwe H. Kaufmann

Dr Uwe H. Kaufmann
Affiliate Faculty

Singapore Management University 

Dr Kaufmann holds a PhD in Mechanical Engineering. He has more than twenty years of experience in implementing organisational improvements and changes in a wide range of industries. This includes private organisations such as Alstom, Aon, Armstrong, Bao Steel, Bosch, Bosch Siemens Home Appliances, Flextronics, Johnson & Johnson, JP Morgan, Schneider Electric, DB Schenker, Siemens, TCL, TRW, Wilmax Systems; as well as Public Service agencies such as ISCA, MSF, MFA, MinDef, MOF, MOH, MOM, MTI, IE Singapore, Muis and the Kingdom of Tonga. 

Dr Kaufmann is also a Six Sigma Master Black Belt. He has led a multitude of organisational development and business process improvement projects in several Government Agencies as well as MNCs. He coached teams on a wide range of projects including process design (Business Process Re-engineering, Design For Six Sigma), process improvement (Lean and Six Sigma), process management (Line of Sight).  


Full Fee (Course Code in SkillsConnect: CRS-N-0043866)
SGD 2,675 (incl. GST) per person
For Singapore Citizens / Permanent Residents
Fee payable after 70% WSG Grant*:
SGD 802.50 (incl. GST) per person
For Singapore Citizens over 40 years old
Fee payable after 70% WSG Grant & SkillsFuture Mid-Career Enhanced Subsidy:
SGD 302.50 (incl. GST) per person
For SMEs* sponsoring their employees who are Singapore Citizens / Permanent Residents
Fee payable  after 70% WSG Grant & Enhanced Training Support for SMEs
SGD 302.50 (incl. GST) per person

*WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

All workshops are subject to confirmation. ISE ​will ​send ​you ​a ​Confirmation ​email ​2 ​weeks ​before ​the ​course ​commencement ​date ​or ​when ​the ​minimum ​number ​is ​met, ​whichever ​is ​earlier. Upon confirmation of the workshop, a Tax Invoice will be sent via email to you.

ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.