Service & Process Innovation Design

Course Date:
To be advised

Registration Period:
To be advised

30 hours / 4 days

9am to 6pm

Mode of Training:

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 Objectives
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

Introduction to LEAN
Introduction to Design Thinking
Applying LEAN concepts for process enhancements
Applying DT for service innovation

Total Training Hours

Breakdown of Duration of Course Components 
On-the Job Training (OJT)NA
Facilitated Learning (Mentoring)4
Company-based Project workshop26
Total Programme Hours30 hours

Duration of 3.5 days comprising the following:

  1. Pre-workshop meeting with participants
  2. 3 day workshop that is split within a 3 week period (0.5 day + 2.5 days 2 weeks later)
  3. 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)

Course Fees payable:

Singapore Citizens aged below 40 and Singapore PRsSingapore CitizensOthers
Non-SME sponsored1Sponsored by SME2Aged 40 and above 
(incl. GST)
(incl. GST)
(incl. GST)
(incl. GST)

Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.
1 Under the Enhanced Training Support for Small & Medium Enterprises (SMEs) Scheme. For more information, click herePlease submit the attached “Declaration Form for Enhanced Training Support Scheme for SME” together with your online application.
2 Under 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

* Registration may be closed once seats are filled up

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) Cheques
Please make cheques payable to “Singapore Polytechnic”. Do cross the cheque and write the Registration Reference ID, Applicant Name and NRIC/FIN number at the back of the cheque. When you have completed required details, you may mail the cheque here.

Please note that an administrative charge of $15 will be imposed for any returned cheques from the bank or financial institution.

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

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