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Optimise Workforce for Service Excellence

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.

Module Content

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

Target Participants:

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.

Medium of Instruction:


Total Training Hours: 16 hours (2 days)

Assessment and Certification

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

Course Schedule





Mode of Delivery:






Mode of Delivery:


Total Training Hours: 16 hours (2 days)
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. 8% GST) $410.40 $410.40

Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!


  In-Classroom Training Synchronous e-learning
TGS Code - -
Course Support Period - -

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