Introduction to Service Innovation

Course Objective

Service Innovation is one of the most powerful ways to achieve organisational excellence in today's globally competitive economy. Creating distinctive customer experiences is the future of innovation. To delight your customers, you must design your service to create memorable, empathetic experiences that meet their expectations and advance your strategy. The best companies discover what their customers’ desire and then design and deliver it in memorable and human-centric way.

This introductory workshop equips participants with an understanding of how organizations achieve desired customer experiences through service innovation. It will provide them an understanding of the process and techniques to approach and develop innovative services and concepts that will enhance and reinvent the customers’ journey meaningfully. By creating a compelling user experience, the objective is to foster an ecosystem that is more sustainable and effective for organisational success.

Course Outline

This course consists of a 1-day workshop and a half-day seminar where practitioners will be invited to share their insights and experience with the participants.

Through a blend of facilitated learning and immersive activities, this course will enable you to:

  • Gain a better appreciation for the Service Innovation Process
  • Engage in a few hands-on activities that employ the sensibilities of Design Thinking to approach and foster innovation in an organisation
  • Get to know other professionals in the service industry and learn from their standards of excellence

Suitable For

This course is designed for executives, managers, and business leaders who are looking for ways to improve themselves or their business through innovation.

Minimum Entry Requirements

Adults proficient in English

Award / Certification / Accreditation

Certificate of Attendance

Funding Incentive

SkillsFuture Credit (SFC)
With effect from January 2016, Singaporeans aged 25 years and above who received their SkillsFuture Credit account activation letter will be eligible for an initial credit of $500 which can be used to pay for course fees for a range of eligible skills-related courses. The credits can be used on top of existing course fee subsidies/funding.

This is only applicable for self-sponsored applicants. Application via SkillsFuture Portal can only be made starting from 60 days before the course commencement date.

Skillsfuture (SF) Series

Singaporeans and Singapore PRs are eligible for 70% course fee funding for registration with effect from 28 October 2017.
Singaporeans aged 40 and above will enjoy 90% subsidy of course fee.
This funding is applicable to both individual and company-sponsored participants. Participants are required to achieve at least 75% attendance and/or sit and pass any prescribed examinations/assessments or submit any course/project work (if any) under the course requirement.

Application Procedure

1. All applications must be made via Online Registration at

Course fees can be paid by the following payment modes:

Credit Cards, Internet Banking, NETS (Not Applicable for company sponsored)
a) 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
Blk T1A, Level 1
Mon-Fri: 8:30am to 7:30pm

c) Please make cheques payable to “Singapore Polytechnic”. Please cross the cheque and write the Registration Reference ID, Applicant Name and NRIC/FIN number on the back of the cheque. Mail the cheque to:

Singapore Polytechnic
PACE Academy
500 Dover Road
Blk T1A, Level 1
Singapore 139651

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.

3. Withdrawal and Deferment

Withdrawal and deferment notice must be made in writing to the Professional & Adult Continuing Education (PACE) Academy, Singapore Polytechnic via email accordingly:

Online Courses -
All other Courses

For withdrawal cases, the portion of course fee to be refunded is based on the date of notice as follows:


  • 2 weeks before the commencement of the course - Full refund
  • Less than 2 weeks before commencement of the course - 70% refund
  • On or after date of commencement - No refund


  • There will be no refund or transfer of course once the account has been created.

The Singapore Polytechnic reserves the right to cancel or postpone any of the courses. Applicants will be duly notified and where applicable, the full fees will be refunded.

The Singapore Polytechnic also reserves the right to amend the fees charged or the period and duration of the courses.

The data provided to Singapore Polytechnic will be kept strictly confidential and will be used for the purpose of course administration. The data may be passed on to the relevant organisations that require the information related to the course.


Course Dates:

8 Dec - 9 Dec 2017

Registration Closing Date:

27 Nov 2017

*Registration may be closed once seats are filled up


Duration: 10.5 hours

Venue: Business School, Harvard Room


Fees Payable:

Full Fee: $300 (without GST)

Fee after subsidy (For Singaporeans PRs) : $90 (without GST)

Fee after subsidy
(For Singaporeans aged 40 and above): $30 (without GST)

Please see Funding Incentives for more information.



Terms and Conditions