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SERVICE INNOVATION: Innovating to Achieve High Service Performance

The pace of change in the service economy has accelerated tremendously in recent years. Mastering the traditional aspects of service delivery will no longer be sufficient to keep pace with fast-changing consumer needs and expectations. Companies must learn to harness the potential of sharper tools to gain an edge over their competition. 

This programme is conducted in partnership with SMU Academy and is a highly interactive and hands on workshop that equips participants with the frameworks, principles, and tools to encourage service innovation in their organisations.

Through this interactive process, service innovation concepts will be put into practice using a business simulation and case studies. Participants will be exposed to tools to measure service quality, creatively problem solve, improve processes, and analyse customer satisfaction.

These tools and techniques will help participants be better placed to build a culture of service innovation and achieve high service performance.

  • Establish and manage a holistic framework for innovation across the organisation 
  • Integrate service innovations with overall business portfolio
  • Develop customer insights using KANO analysis
  • Discover service innovation opportunities through ideation and prototyping
  • Foster own innovation toolkit and creative confidence

Managers of service quality and customer centric initiatives.

Professionals with work exposure to customer experience, marketing, quality assurance, operations, collaborative partnership or customer analytics.

2 days 

Intake 2: 22 - 23 June 2017

Dr Uwe H. Kaufmann

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. 



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.

  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 Chiew Har at 6828 0111.

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

"Useful and interactive activities to put service excellence perspectives into action."
Mr Balamurugan s/o Krishnasamy
Principal, International Academy
Singapore Institute of Management
"Good opportunity to reflect on our current practices, concerns and challenges using different tools to garner the range of perspectives needed in my attempt at innovation/ change management."
Ms Clarinda Choh
The Keys Academy
"Inspiring, offers fresh outlook on service and realistic models with achievable goals – applicable to all industries."
Ms Herdawaty Binte Osman
Assistant Manager
SkillsFuture Singapore Agency
In partnership with: Supported by:


Last updated on 11 Sep 2017 .