Service & Process Innovation Design

Course Date:

Registration Period:

30 hours / 4 days

9:00am to 6:00pm

Mode of Training:
Facilitated Learning (F2F)

Singapore Polytechnic

Course Introduction

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

Suitable for

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

Minimum Entry Requirements / Assumed Skills and Knowledge

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.

Award / 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

Applicants/Eligibility Total fees (incl. GST)
Singapore Citizens aged 40 and above1 $205.70
Singapore Citizens aged below 40 $545.70
Singapore Permanent Residents $545.70
SME-sponsored Singapore Citizens and Permanent Residents2 $205.70
Full Course Fee $1,819.00
Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.

1Under 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.
2Under the SkillsFuture Mid-career Enhanced Subsidy. For more information, visit the SkillsFuture website here

Funding Incentives

Please click here for more information on funding incentives.

Register Here

Eligible for SkillsFuture Credit
Terms and Conditions

*Please note that once the maximum class size is reached, the online registration will be closed.
You may register your interest, and would be notified if there is new run.

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
PACE Academy

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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