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The strength of an organisation lies in the collective strength of its people. Learning to unlock the potential of individual employees and fostering constructive team dynamics may be the key to achieving lasting organisational impact.
This programme will help participants build a talent-focused culture that is aligned with a customer-centric strategy, where employees and customers are valued assets and are vital drivers of company performance and success. Participants will learn to handle talent management issues using customer-centric strategies and use change management to foster a culture of service excellence. Specifically, participants will be exposed to frameworks for developing, and retaining talent, as well as learn management techniques to lead, manage, and implement change. 
  • Review and build a talent management framework for one’s organization that is aligned with a customer-centric strategy
  • Explore ways to engage employees within a customer-centric strategy 
  • Build a reward and recognition system that focuses on customer centricity
  • Use change management strategies to create and foster a positive work environment that enables a service excellence culture 
  • A customer centric strategy as the basis for talent management 
  • Talent Management: The role of performance management
  • Talent Engagement and Empowerment 
  • Managing change
  • Leadership role in Change
  • Putting Change into practice

Supervisors with people management responsibilities.

Managers who are involved in the field of designing organisational culture, talent management, learning & development, and any service setting that emphasises a customer-centric strategy.

9am to 5.30pm, 2 days

Prof. Tan Hwee Hoon
Associate Professor of Organisational Behaviour & Human Resources
Singapore Management University

Professor Tan Hwee Hoon earned her PhD in Management from the Krannert School of Management, Purdue University.

Professor Tan is actively involved in Executive Teaching in both English and Chinese. She has trained for major profit and non-profit organizations such the BCA (Indonesia), Barclays, BNP Paribas, Ministry of Foreign Affairs-Singapore and ASEAN, Monetary Authority of Singapore, the SingTel group, the SingHealth cluster, Singapore Airlines, Sumitomo Chemical, IMC Corp, International SOS, Kerry Oils (China), Alcatel (Asia Pacific) etc.

Please find Prof Tan's full CV here.


SGD 2,675 (including 7% 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.

Course Code in SkillsConnect: CRS-N-0043973 Singapore Citizens/
Singapore Permanent Residents
Full course fee SGD 2,500
WSG grant SGD 1,750
Nett course fee SGD 750
7% GST on nett course fee SGD 52.50
Total nett course fee payable, including GST SGD 802.50*
Additional Subsidies Available:
SkillsFuture Mid Career Enhanced Subsidy of SGD 500 (applicable to SCs over 40 years old)

Total nett course fee payable, including GST
after additional funding


SGD 302.50

Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 

Total nett course fee payable, including GST
after additional ETSS funding


SGD 302.50

If you are a NTUC member, this programme is eligible for UTAP (Union Training Assistance Programme). To apply, visit here.

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.

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Last updated on 10 May 2018 .