Module 1: Apply System Thinking in Problem Solving and Decision Making
On completion of this module, learner will be able to identify and examine causes of performance deficiency and their impact on systems and resources, manage team dynamics in group discussion to identify root causes(s), and apply problem solving and decision-making tools and techniques to address performance deficiency with applied System Thinking tools, approaches and processes.
Module 2: Contribute Towards A Learning Organisation
On completion of this module, learner will be able to identify, examine and analyze employability issues for self and the organisation in the local and global contexts, and contribute to the development of a learning organisation that can operate effectively in the knowledge-based economy as well as adapt to change and diversity.
Module 3: Lead Workplace Communications
Upon completion of the module, the students will gain the confidence in engaging business leaders in discussions about their business needs, and then taking the conversation back to HR team members to create a HR strategy that is aligned to and supports the business.
Module 4: Manage Workplace Challenge
Upon completion of the module, the students will gain the confidence in engaging business leaders in discussions about their business needs, and then taking the conversation back to HR team members to create a HR strategy that is aligned to and supports the business.
Module 5: Manage a Virtual Team
The aims of this module are to provide learner with the analytical skill to determine the need for virtual and workplace team collaboration in achieving organisational goals and objectives. Intended goals, objectives and infrastructure to operationalize virtual and/or physical collaboration will be covered. Skills in fostering cohesion, commitment and performance among virtual and/or physical team members towards common goals and objectives will also be taught.
Module 6: Strategize Service Operation
This module covers knowledge and application skills required to plan for and support organisation’s service operations. It involves the development of an operations strategy, planning of processes and infrastructure required to support service operations and assessment of the organisation’s resource capacity. It also involves the development of performance indicators to measure performance and improve service operations efficiency as well as planning for business continuity.
Module 7: Drive Service Quality And Customer Satisfaction
The “DRIVE Service Quality and Customer Satisfaction” module covers knowledge and application skills in assessment of service quality and customer satisfaction levels within an organisation. This involves identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.
Module 8: Drive Customer Loyalty
This module covers the knowledge and application skills to enhance customer loyalty. This involves the development of customer loyalty strategies, evaluating the impact of the strategies and recommending changes to service operations plans that may have an impact on customer loyalty