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Process Improvement

Course Reference No: CRS-Q-0040426-RET

Evaluate, report and resolve service shortfalls in line with organisational policies and procedures and communicate to employees changes to operational processes that are to be implemented

Course Content:

  • Identify improvement activities associated with concept of process management by using systematic process improvement model to meet the organisational goals     
  • Present the process maps graphically that accurately depicts the sequence of events to build a product or produce an outcome using standard process
  • Redesign processes using the results of analyses and recommend potential measures to improve the functioning of processes to meet the organisational goals     
  • Develop action plans and obtain approval to execute the improvement activities in accordance with organisational procedures
  • Resolve any unmet goals with the work teams in accordance with organisational procedures
  • Apply appropriate means to communicate to the work teams the key performance indicators to be achieved             
  • Train work teams to apply continuous process improvement techniques


Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Learning Outcomes:

  1. Establish improvement activities in relation to process management concept to achieve organisational goals like improved customer satisfaction
  2. Perform analysis of the process using the process map to redesign process for improvement to achieve organisational goals   
  3. Execute process improvement activities using action plans with a communication strategy on change
  4. Plan for continual improvement by using a systematic training approach for the process standardisation

Target Participants: 
  1. Retail Manager, Store Manager / Assistant Manager, Supervisor, Team Lead in the daily business activities of retail store
  2. Industry practitioners who have the relevant work experience from other service industries or sectors wanting to enhance their knowledge and skills, wanting to expand their job portfolio or are seeking national certification/qualification in the Retail industry.
  3. Career switchers with managerial or leadership experience, or individuals in other related industries or wanting to join the retail industry

Course Details:

Upcoming Classes: 
2 & 3 Nov 2020
9.00am to 6.00pm
Language: English

Online Zoom Learning (HBL)


Upcoming Classes: 
18 & 19 Nov 2020
9.00am to 6.00pm
Language: Mandarin

Online Zoom Learning (HBL)

Total Training Hours:
16 hours
Registration Closing Date: 7 days before course commencement

Course Fees:

  Singapore Citizens 
(21-39 yrs old) &
Permanent Residents
(21 & above)
SG Citizens ≥ 40yrs
SME Sponsored
Full Course Fees
(incl. 7% GST)
$577.80 $577.80
 Training Grant $240.00 $486.00
Amount Payable
(incl. 7% GST)
$337.80 $91.80
Prices shown are not inclusive of application fee and any other additional fees that may be stipulated

Further offset your course fees by using your SkillsFuture Credits!


Assessment & Certification: 

Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment.
Download the Enrolment Form here

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