ADVANCED DIPLOMA IN SERVICE MANAGEMENT

The Advanced Diploma in Service Management is specially structured for those who just assumed supervisorial or managerial roles or those who are aspiring to be leaders in customer-centric industries. This programme will help you enhance your leadership skills and focuses on people management as well as planning and processes. With its modules that centre on service leadership, this course will prepare you to become an empowering leader that inspires people to deliver quality customer service.   

Start on
27th March 2022 (City Commune)
Face-to-Face Class
Duration
Part-Time (over 6 months)
Programme Fees
$12,554.60
(Up to 70% subsidy)

Training Vision Institute offers the Advanced Diploma in Service Management, a service leadership course in Singapore with a multi-disciplinary approach of developing your core competencies in leadership, planning & processes, as well as people management.

The programme consists of modules that revolves around the topic of service leadership and people management suited for those in the C-Suite level but want to update their skills and adapt to the current setting.

The services sector in Singapore is worth $125 billion a year, making it one of the most essential components of the country’s economy. The success of the companies in the services sector lies in the hands of a leader who knows what it takes for a business to be highly relevant in the industry. With this Diploma, you will acquire the ability to skilfully manage a culturally diverse workforce, and the skills to drive business forward.

The course contains 14 modules in over 6 months..

Once you successfully complete and pass the modules stipulated in the programme structure, you will be awarded the Statements of Attainment (SOA) from SkillsFuture Singapore (SSG) and the Advanced Diploma in Service Management from Training Vision Institute.

Module 1: Service Partnerships for Leaders
Course Ref. No.: TGS-2019504180
Eligible for Claim Period: 01 Oct 2020 - 25 Aug 2023

Establish and maintain relationships to enhance service excellence, which includes implementing continual improvements to strengthen relationships with service partners.

Module 2: Service Challenges for Leaders
Course Ref. No.: TGS-2019504500
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Develop service recovery frameworks, cascade service recovery procedures and evaluate the impact of the strategies.

Module 3: Service Information & Results for Leaders
Course Ref. No.: TGS-2019504347
Eligible for Claim Period: 01 Oct 2020 - 05 Aug 2023

Analyse customer data to establish and improve the level of service quality and customer satisfaction in the organisation, which includes implementing improvement plans to close gaps.

Module 4: Service Leadership for Leaders
Course Ref. No.: TGS-2019503870
Eligible for Claim Period: 01 Oct 2020 - 05 Aug 2023

Lead a team to deliver service excellence that is in line with the organisation’s customer-focused strategies.

Module 5: Service Planning & Implementation for Leaders
Course Ref. No.: TGS-2019504497
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Develop service operations plans to deliver service excellence, evaluate service operations performance, and implement corrective actions for improvement.

Module 6: People & Relationship Management for Leaders
Course Ref. No.: TGS-2019504518
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Develop a manpower resource plan and optimise the use of the workforce in a service environment, which includes evaluating the team’s performance and communicating manpower plans and changes to the workforce.

Module 7: Service Innovation Culture for Leaders
Course Ref. No.: TGS-2019504508
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Promote a service innovation culture in the organisation and evaluate the success of implemented service innovation ideas.

Module 8: Service Innovation for Leaders
Course Ref. No.: TGS-2019504425
Eligible for Claim Period: 01 Oct 2020 - 04 Aug 2023

Develop and implement new products or services innovation to address customer needs and expectations.

Module 9: Service Brand for Leaders
Course Ref. No.: TGS-2019504512
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Implement the organisation’s service brand, which includes taking corrective action to ensure alignment with the organisation’s service strategies.

Module 10: Service Information and Results for C-Suite
Course Ref. No.: TGS-2019504503
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Assess the organisation’s service quality and customer satisfaction levels to monitor and manage customer information for service excellence.

Module 11: Service Planning and Implementation for C-Suite (Classroom and Asynchronous E-learning)
Course Ref. No.: TGS-2022010780
Eligible for Claim Period: 12 Jan 2022 - 11 Jan 2024

Plan and support the organisation’s service operations and develop performance indicators to measure performance and improve service.


Module 12: People and Relationship Management for C-Suite
Course Ref. No.: TGS-2019504516
Eligible for Claim Period: TBC

Establish the organisation’s talent management strategy for the service workforce and develop strategies to enhance productivity and engage staff.

Module 13: Service Innovation for C-Suite (Classroom and Asynchronous E-learning)
Course Ref. No.: TGS-2022010779
Eligible for Claim Period: 12 Jan 2022 - 11 Jan 2024

Design, innovate and translate the desired customer experience in line with the organisation’s vision, mission and values.


Module 14: Business Excellence
Course Ref. No.: TGS-2019504506
Eligible for Claim Period: TBC

Provide the knowledge and application skills in managing the organisation’s business excellence journey in a holistic and integrated manner which includes managing improvements for business excellence as well as sustaining business excellence.

Local students

•2 GCE ‘A’ Level passes including English OR

•WSQ Diploma in Service Leadership, polytechnic diploma or equivalent OR

•Candidates ≥ 30 years old with 8 years of people/business management work experience OR

•Candidates with other qualifications will be assessed on a case-by-case basis

International students

•Completed Year 12 or official completion of high school in country-of-origin OR

•IB diploma OR

•Pre-university qualifications OR

•Other private or foreign qualifications will be assessed on a case-by-case basis

English requirements

•Workplace Literacy (WPL) Level 5 in Reading, Listening, Speaking and Writing OR

•IELTS 5.5 or equivalent (applicable for international students) OR

•Successfully pass TVI English Admission test

Each level may be assessed by any combination of written assessment, projects and oral interviews.

The mode of delivery will be a combination of lectures, workshops, group discussions, individual activities, experiential learning with a 1:20 teacher and student ratio.

Full Course Fee
$12,554.60

Up to 50% SSG Subsidy** (Singaporean 21 to 39 years old or Permanent Residents)

$6,687.60

Up to 70% SSG Subsidy** (Singaporean aged 40 years old & above)
$4,340.80

*All prices are inclusive of 8% GST. GST are based on full course fees, before SSG funding.

**Current prevailing SkillsFuture Singapore (SSG) funding applies to Singapore Citizens or Singapore Permanent Residents. 
Please refer to SSG Training Grants Incentives website for the latest information.

1. Singaporeans and Permanent Residents have to meet the following conditions to be eligible for SSG fund, failing which the 
participant will be liable to pay the full course fees to Training Vision Institute.

a) Met minimum 75% in attendance and in E-learning hours

b) Qualify as Competent in all WSQ Assessments

c) Met other SSG eligibility criteria

2. Singapore Citizens can use their SkillsFuture Credit (SFC) to offset the course fee after subsidies.
3. Participant with Post-Secondary Education Account (PSEA) can apply to use the PSEA fund for the course fee.
4. Fee Protection Scheme (FPS) are not included. A non-refundable application fee of $53.50 for local students and $214 for international students will apply.

5. SkillsFuture Singapore course funding level has been revised from 1st January 2022. For complete information please visit SSG website or download the information here. Please speak to our Course Consultants to confirm your course fees.



Commencement Date: 27th March 2022

KEY Facilitators
Allan Chia
Trainer/Developer

Allan has been an Associate Senior Trainer/Lecturer (Curriculum Developer) at Training Vision Institute since 2009. Through sheer diligence, sharp business sense and a genuine interest in people, he has built an interesting career in the last 30 years. Allan has assumed appointments such as Marketing Services Manager, Regional Marketing Manager, General Manager, Business Development Director and Managing Director in corporate establishments in Japan, US, Indonesia, Singapore and China. His extensive and diverse career exposure has profoundly augmented his competencies in areas such as strategic planning, change management, leadership & people management, communication, interpersonal relationships, problem-solving & decision-making, personal effectiveness, creative thinking and exceptional emotional intelligence.

Celina Anne Gan
Trainer

Before becoming a trainer, Celina worked in the healthcare and legal industries. She was a registered nurse and midwife in several NHS hospitals in the UK, single-handedly ran an air force-based ante-natal clinic and conducted parentcraft classes in London. Then she took legal studies in UK and Spain and worked as a legal consultant in the UK, Spain, and Malaysia. Her enriched experience for over 20 years gave her the know-how in working, training and coaching participants from different cultures and work backgrounds across languages. She is currently a trainer, coach and assessor in the International Business Simulation Program at Regent’s University London, addressing abilities for leadership and team building, people development, personal mastery and communication skills.

John Bounaparte
Associate Trainer

John has accumulated hands-on experience in the service industry for over 30 years. He was a Restaurant Manager at McDonald's where he trained the crew and the managers at his restaurant to meet the high sales target, and contributed plenty of ideas as a Gold Hat winner. He also worked at Haagen-Dazs as a Training and Operations Manager where he facilitated training to kick-start Haagen-Dazs’ foray in the café dining experience and got involved in the regional expansion of Haagen-Dazs in Malaysia, Thailand, and Indonesia. He then became a Training Consultant, L&D Director, and an Associate Lecturer at Philips Singapore, Kaplan, and University of South Australia respectively. He eventually joined Training Vision Institute in 2016 as a leader in Curriculum Development and Educator Development.

Francis Ho
Senior Consultant

Francis has 35 years of corporate experience and a highly successful career in banking and finance industry. Before joining Training Vision Institute as a Senior Consultant, he was Citibank’s Vice-President. As a trainer, Francis is highly known for his thought-provoking and in-depth facilitation approach that the learners find effective when coming up with new ideas, perspectives, and strategies. He is also extremely skilful in tapping on the collective experience and knowledge of his learners (who are mostly CEOs and senior executives) to create an enhanced learning environment. For his success in training, Francis received three May Day awards (2009) and was featured on Channel News Asia, Channel 5 & 8 and was interviewed in Malay on Suria.

William Chua
Associate Trainer

William Chua was in the aviation and airline industry for 36 years at Singapore Airlines where he was an in-flight manager and later on became and internal trainer. For the past 9 years, he has been actively involved in the Learning and Development, Organisation Development, and Human Resource Training in leading multinational corporations from different industries. He’s become a sought-after trainer who is highly known for his strong leadership skills, excellent communication skills, and a clear vision to accomplish goals. His training participants find his facilitation approach to be highly interactive as it involves peer learning, group discussion, role-plays and case studies. His course ratings have been consistently high, and participants enjoy his interactive programmes.

Charlene Teo
Associate Trainer

Charlene spent the first 13 years of her career at Singapore Airlines where she acquired hand-on experience in the service industry. She spent the next 20 years in the training industry, merely focusing on families, adults and children, tapping on her expertise in Service Excellence, Service Leadership, Family Education, Counselling, and Mindfulness. For the past 10 years, she worked as an adult educator, being a registered Specialist Adult Educator—Curriculum Development (AEP-IAL). With plenty of Diplomas and Degrees under her belt, including Graduate Diploma in Clinical Supervision and Master in Professional Counselling, she also helps teens, adults, couples, families, and even her learners to enhance their lives and improve their work performance and empower them towards achieving goals and having a holistic work-life balance.

FAQs
Questions? Check the frequently asked questions below.

For face-to-face class, a hard copy learner’s guide will be given, for L1 and L3 modules. For L4 and L5 modules, materials are available in TVI Online (Learning Management Systems).

Our course consultant will advise you if you need to bring along a laptop. You also have the option to loan a laptop from us for the duration of the course. You may also want to bring along a jacket in case the room gets cold.

For online classes, do ensure you have a functional laptop and have Zoom installed prior to class.

You are required to have basic computer navigational skills such as opening and closing, dragging and dropping, copying and pasting of files.

In partnership with Fish4Talents, Training Vision Institute's subsidiary for career coaching and talent solutions provider, we will provide learners exclusive career coaching upon completion of modules.

Yes, we have funding available for self-sponsored (individuals) - up to 50% or 70% funding, and company-sponsored (SME or Non-SME). For more information, you may visit here.

You can sign up for this course through this link. Once you have registered for the course, our course consultant will follow up with you via email regarding your course registration.

Once you have registered for the course, you will receive a detailed step-by-step user guide on how to claim your SkillsFuture Credit. Our course consultant will be able to assist you if you require any help along the way.

If you are still unsure whether this course is suitable for you, please leave your contact details here. A course consultant will get in touch with you to recommend the appropriate course(s) based on your learning objectives.

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