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Service & Process Innovation Design

Topic:Professional Development & Leadership

Course Type:Short & Modular Courses, SkillsFuture Series - Digital Economy

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  • Course Date:

  • Registration Period:

  • Time:

    30 hours / 4 days
  • Mode of Training:

    Facilitated Learning (F2F)
  • Venue:

    Singapore Polytechnic
  • Funding:

    Eligible for SkillsFuture Credit

As Singapore moves towards a smart nation, expectations rise and the need to understand customer needs and expectations develop in tandem. This calls for an increase in customer satisfaction and reduce customer irritations to improve the customer experience for Small and Medium Enterprises (SMEs). This necessitates an internal understanding and alignment of the SME’s management and staff to be more customer-centric in dealing with internal challenges around its systems, processes, procedures and policies.

Course Objective

This programme attempts to enhance SMEs to establish a shared understanding of customer needs and expectations and to focus on how each department supports the creation of customer value, and thereby focus on improving or rethinking specific areas to innovate service design to delighting customers all throughout their journey. This covers strategic, operational, management, and frontline employees.

This course will walk the management and staff through a design thinking and LEAN process with a view to continuously innovating service design.

Participants are required to complete a work improvement project at the end of the course.

Course Outline


1. Introduction to LEAN
2. Introduction to Design Thinking
3. Applying LEAN concepts for process enhancements
4. Applying DT for service innovation

Duration of 3.5 days comprising the following:

a. Pre-workshop meeting with participants

b. 3 day workshop that is split within a 3 week period (0.5 day + 2.5 days 2 weeks later)

c. Follow up quarter day session 3-6 months after the 3-day workshop

Minimum Requirements

Participants employed by SME. Participants must be proficient in English with product and service management, delivery and operations background with an interest to work towards process and service enhancement.

Certification / Accreditation

• Certificate of Attendance (electronic Certificate will be issued)
A Certificate of Attendance will be awarded to participants who meet at least 75% attendance rate

Suitable for

Staff and Management from SME having an oversight and responsibility for product, service and process management delivery and improvements.

Course Fees

Full Fees (before GST): $1,700.00

Applicants/Eligibility SkillsFuture Funding GST* Subsidised Fee (after GST)
Singapore Citizens aged 40 and above¹ $1,530.00 $40.80 $210.80
Singapore Citizens aged below 40 $1,190.00 $40.80 $550.80
Singapore Permanent Residents and LTVP+ Holders $1,190.00 $40.80 $550.80
SME-sponsored Singapore Citizens, Permanent Residents and LTVP+ Holders² $1,530.00 $40.80 $210.80
Others (Full fees payable) $0.00 $136.00 $1,836.00

*As announced at Budget 2022, there will be no increase in government fees and charges for Singaporeans from 1 Jan 2023 to 31 Dec 2023. Also, as per SSG’s policy, the GST payable for all funding-eligible applicants is calculated based on prevailing GST rate after baseline funding subsidy of 70%

Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.

1 Under the SkillsFuture Mid-career Enhanced Subsidy. For more information, visit the SkillsFuture website here
2 Under the Enhanced Training Support for Small & Medium Enterprises (SMEs) Scheme. For more information of the scheme, click here. To view SP’s list of similar funded courses, click here. Please submit the attached “Declaration Form for Enhanced Training Support Scheme for SME” together with your online application.

Funding Incentives

Please click here for more information on funding incentives.

Application Procedure

1. All applications must be made via Online Registration at
Course fees can be paid by the following payment modes:

a) Credit Cards, Internet Banking, NETS (Not Applicable for company sponsored)
For e-payment using Visa/Master cards and Internet Banking, please click on the ‘Make e-Payment’ button on the acknowledgement page to proceed.

b) For NETS payment, you can pay at:
Singapore Polytechnic
One-Stop Service Centre

c) For payment via PayNow, please enter the UEN No. T08GB0056ACET and indicate the invoice/registration number. 

*With effect from 1 August 2021, cheque payment will not be available.

2. All successful applicants will be notified with a letter of confirmation via email.

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