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WSQ Optimise Workforce for 

Service Excellence

 (Conducted in English) 
Programme Details 

Upcoming Classes
Total Training Hours: 16

26 Feb & 5 Mar 2018
(Every Mon) 9am-6pm

2 & 9 Apr 2018 
(Every Mon) 9am-6pm


20 & 27 Mar 2018
(Every Tue) 9am - 6pm


This two-day workshop teaches knowledge and application skills necessary to develop a manpower resource plan and optimise the use of workforce in a service environment. Learners will be able to evaluate the performance of the team and communicate manpower plans and changes to the workforce.
Content / Structure
Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
  • Plan manpower resource required to support the service operations plan of the organisation
  • Align manpower resource plan to the organisation’s vision, mission, values and service operations plan

Evaluate performance of team in line with service operations plan
  • Establish criteria to evaluate performance
  • Gather feedback and data on team performance
  • Identify areas of improvement for team performance

Optimise manpower resources for service excellence
  • Employ techniques to equip staff to perform different tasks within the service value chain according to organisational service standards
  • Re-design jobs to enhance productivity
  • Incorporate flexible schemes to handle variations in customer traffic

Communicate manpower plans and changes to team
  • Conduct team meetings to share the changes in job scope
  • Explain the rationale behind manpower changes
  • Reinforce how manpower changes will help the organisation achieve service excellence
Assessment & Certificate 
Upon successful completion, participant will receive a SSG Statement of Attainment.. 
Who Should Attend
This course is suitable for Customer Experience Managers, Store/Branch Managers, Heads of Department, and Outlet Managers, who are keen to raise the company's service standards and enhance career progression opportunities. 




Full Course Fee
Full Course Fee with 7% GST 

SSG Grant* 
Nett Course Fee 
Total nett course fee payable, including GST, after SSG grant


Additional Funding if eligible under Mid-Career Enhanced Subsidy* 

Total nett course fee payable, including GST, after additional funding from Mid-Career Enhanced Subsidy


Additional Funding if eligible under Workfare Training Support (WTS)*

Total nett course fee payable, including GST, after additional funding from WTS


*Terms and conditions apply. 
Course fee can be made using SkillsFuture Credit.
For more information on the various funding, please click 

Contact Us
Tel: 6334 1080 

111 North Bridge Road
Peninsula Plaza, Singapore 179098

Download Enrolment form here 

SCCIOB reserves the right to cancel or postpone the course, change the trainer and venue due to unforeseen circumstances.



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