WHAT THIS INITIATIVE IS ULTIMATELY ABOUT
To benefit from service innovations, your organization needs to create NEW breakthrough service value propositions. Come explore the emerging world of often overlooked service innovations and solve your major service problems with greater efficiency than ever before.
Also, through this initiative, get ready to truthfully examine your organization’s real challenges, discuss the issues behind the issue and ultimately come up with real workable service innovations. The end benefit for you and your organization will be not just to discover the 5 key service innovations dimensions, but to come up with a service innovations framework and to continuously benefit from it.
WHO SHOULD ATTEND
Senior Leadership, Middle Management, Department Heads, Team Leaders, Key Service People and You.
WHAT YOU CAN EXPECT
A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime.
WHAT YOU WILL DISCOVER
Part #1 – The Real Challenges Organizations are Facing Today
- Discovering the True Issue behind the Issue
- Exploring what is Service Innovations
- Appreciating why Service Innovations Matters & Why it is a Great Solution for your Organization, Team and You.
Part #2 – The 5 Key Dimensions of Service Innovations
- The Recalling Your Experience Of Interacting With Public And Private Organizations Across Multiple Industries Exercise
- Making Sense Of Your Experience In Various Dimensions
- Appreciating How A Human-Centric Customer Experience Benchmark Needs To Be Configured
Part #3 -The Design Thinking Approach To Service Innovations
- What Is Design Thinking?
- Design Thinking Case Studies
- The Design Thinking Workshop
- Looking At Your Organization As A Design
Part #4 – Creating Your New Services Dimensions Framework
- Measuring Your Customers’ Experience
- Identifying Your Service Innovations Problems
- Identifying Your Service Innovations Solutions
- Creating Your Service Innovations Dimensions
- Embarking On Your Service Innovations Journey
- Profiting from Service Innovations
HOW IT IS CONDUCTED
This life changing and perspective shaping initiative is expertly run as a series of …
- Illuminating introductions
- Engaging Dialogues
- Interactive games & exercises
- Thought provoking debriefs
- Open questions & answer sessions
- Reflection time-outs
- Relevant case studies
- Enriching assignments
- Feedback loops
RECENT PROGRAM ATTENDEES
Over the years, the Singapore Service Academy has assisted people in numerous Ministries, Statutory Boards, Organs of State and MNCs to Create A World Class Culture Of Service Excellence.
They include Ministry of Finance (MOF), Ministry of Home Affairs (MHA), Ministry of Defence (MINDEF), Ministry of Education (MOE), Ministry of Health (MOH), Ministry of Manpower (MOM), Ministry of Social & Family Development (MSF), Ministry of Transport (MOT), Accounting and Corporate Regulatory Authority (ACRA), Agency for Integrated Care (AIC), Agency for Science, Technology and Research (A*STAR), Agri-Food & Veterinary Authority of Singapore (AVA), Alexandra Health Pte Ltd, Civil Aviation Authority of Singapore (CAAS), Civil Service College (CSC), Corrupt Practices Investigation Bureau (CPIB), Defence Science and Technology Agency (DSTA), Health Promotion Board (HPB), Health Sciences Authority (HSA), Home Team Academy (HTA), Housing Development Board (HDB), Immigration & Checkpoints Authority (ICA), Inland Revenue Authority of Singapore (IRAS), Institute of Adult Learning (IAL), Institute of Mental Health (IMH), Institute of Technical Education (ITE), Intellectual Property Office of Singapore (IPOS), International Enterprise, Singapore (IE), JTC Corporation (JTC), Land Transport Authority (LTA), Majlis Ugama Islam Singapura (MUIS), Media Development Authority (MDA), Nanyang Polytechnic (NYP), Nanyang Technological University (NTU), National Environment Agency (NEA), National Healthcare Group Polyclinics (NHGP), National Library Board (NLB), National Parks Board (NPARKS), Ngee Ann Polytechnic (NP), People’s Association (PA), Public Service Division (PSD), Republic Polytechnic (RP), Singapore Armed Forces (SAF), Singapore Customs (SC), Singapore Examinations and Assessment Board (SEAB), Singapore Land Authority (SLA), Singapore National Eye Centre (SNEC), Singapore Police Force (SPF), Singapore Polytechnic (SP), Singapore Prisons Service (SPS), Singapore Sports Council (SSC), Singapore Tourism Board (STB), Singapore Workforce Development Agency (WDA), Supreme Court of Singapore, VITAL…
…ANZ Bank, Aviva Asia, Changi Airport Group, Chartis Insurance, DBS Bank, Estee Lauder, Far East Organization, FujiXerox, Great Eastern, KPMG, International Rectifier, International SOS, Leica Camera, Makino Asia, Marina Bay Sands, MayBank, Nalco Pacific, NEC Asia Pacific, Petronas Leadership Centre, Prudential, Singapore Airport Terminal Services (SATS), Singapore Institute of Management (SIM), SingPost, Vopak Asia…and many more…
WHAT PEOPLE ARE SAYING
“I am very impressed with Manoj’s gift of facilitation and clear thinking. He is passionate about the values behind the ideas and is able to stimulate and inspire ownership of the values beyond the ideas.”
Dr William Wan, General Secretary
World Kindness Movement & Singapore Kindness Movement
“Creating a service excellence culture is part of the overall HR strategy towards achieving NUS’ vision to be a leading global University. Training and development is provided to enable staff to deliver customer-centric service of the highest level to a global community of stakeholders, staff, students, visitors and associates from more than 100 countries.
The Singapore Service Academy’s framework fits into the tested Knowledge, Skills and Attitude (KSA) approach to developing service excellence competencies. The service excellence journey begins with shifting the mindset and heart-set towards service.
Mr Manoj Sharma’s unique approach in engaging thought-provoking discussions and conversations with the audience provides fresh perspectives and real insights into what customer service is really about, enriching the sessions with his wealth of experience and knowledge of world class service organisations. Ultimately, it’s the mindset and heart-set change that will result in behavioral change. Mr Manoj does this well. As a result, service levels in NUS have risen through the years and we’re now recognizing Staff and departments as a result in our annual NUS Excellence Day.”
Ms Ruth Lai, Associate Director (Learning & Development)
Office of Human Resources
National University of Singapore
I am most certain that this initiative has helped many of us to see things from a different perspective.
The Chief Facilitator Mr Manoj Sharma made the session very interesting, interacting and engaging. He shared his knowledge, passion & opinion in a unique fashion that one would not forget the experience, and I bet, many of us would come back for more.
I thoroughly enjoyed the program. I walked out of the room smiling, very happy that my day is well spent and that I have learnt a great deal.
Espy Ng, Customer Service Director (Asia Pacific)
“I like the way the session was conducted, very different from the usual courses. I particularly agree that mindset is very important when it comes to service.”
Chris Chua, Senior Assistant Director
Customer Service Department
Intellectual Property Office of Singapore (IPOS)
“Thank you for the insightful course.”
Pearly Lee, Senior Manager
Defence Science & Technology Agency (DSTA)
“It’s an excellent training! It’s very thought provoking and reflective in nature, which is helpful in terms of internalising some of the core principals of being service oriented. Manoj trains with great passion and a heart for people. I would strongly recommend this training to anyone.”
YOUR CHIEF FACILITATOR
Who is Manoj Sharma?
Manoj Sharma is the Founder and Chief Facilitator of the Singapore Service Academy. Over the last 10 years, he has paid special attention to how Top Notch Organizations Create World Class Cultures of Service Excellence.
Manoj has synthesized the key learnings and best practices of these World Class Service organizations and developed a Culture of Service Excellence framework which is being adopted by some of the most forward looking companies around.
He has been invited by numerous Ministries, Statutory Boards, Organs of State and MNCs to assist them Create a World Class Culture of Service Excellence and is slowly and surely making an impact in the appreciation of Service both in Singapore and globally.
To date, Manoj has extensively worked with tier one organizations and leaders from various industries, across Asia, Europe, Oceania, The Americas and The Middle East. As such he brings with him a truly global perspective with an intimate appreciation of local challenges.
How Many People Has Manoj Sharma Worked With?
He has worked with more than 90,000 individuals globally, from senior leaders onwards, across diverse industries and has professionally coached more than 700 people.
WHEN AND WHERE YOU CAN ATTEND
When: Thursday, 30th May 2013 (9am – 5pm*)
* Ending time is an approximate
*Venue subject to change
- For other program dates in 2013, click here to view.
For a fully customized in-house program or any queries, please contact us here