SE WSQ - Implement Continual
Improvements In Service Delivery, Supervisory
Date
New dates
to be advised for 2012
Introduction
At the
end of this course, participants will have the knowledge and application skills
in implementing continual improvements in service delivery in work teams. It
includes encouraging and coordinating the team to participate in the planning,
executing, monitoring and evaluating of continual improvements in service
delivery.
Outline
1. Prepare work
team for continual improvement
-
Identify
service areas for continual improvement.
-
Prepare
individual or work teams for continual improvement.
-
Establish
roles, responsibilities and authority in work team.
-
Establish
targets and timelines for continual improvement.
2.
Execute action plan for continual improvement
-
Obtain
resources required for continual improvement.
-
Encourage and
support individuals and teams to participate in continual improvement.
-
Communicate
continual improvement plan to individual/work teams.
-
Implement
continual improvement plan.
3.
Monitor and evaluate results of action plan for continual improvement
-
Collect data
relating to results of action plan to monitor action plan.
-
Analyse results of action plan for continual improvement.
-
Evaluate
effectiveness of continual improvement to identify performance gaps.
-
Communicate
results of action plan to relevant personnel.
4.
Address gaps in targets
-
Determine
root cause of performance gaps.
-
Allocate and
provide resource to take action to address the gaps.
-
Implement
actions to close gaps.
Training Methodology
The
training approaches used are varied, enriching and fun. The learning journey
includes:
- Mini
lectures to impart the concepts and theories.
-
Interactive activities like group discussions and games.
- Group
and individual exercises like role-plays.
Benefits to Participants
Briefly,
by the end of this module, participants will be equipped to:
-
Identify areas for continuous service improvements;
-
Be equipped with skills and application knowledge in developing framework
for continuous improvements;
-
Facilitate teams and individuals in supporting and delivering the continuous
improvement framework;
-
Sets standards for service framework and establish system reviews in
service; and
-
Identify service gaps from targets and implement follow-up actions.
Certificate
Participants
who have achieved at least 75% in attendance and have successfully demonstrated
competence in all the knowledge and skills requirements in this training and
assessment package will be awarded with a Statement of Attainment (SOA) awarded
by WDA.
Duration
3 days; 24 hrs, 9am - 6pm
Course Fees
and Funding*
|
Funding illustration* (based on
3- days training) |
|
Description |
|
Course
Fee |
S$450.00 |
|
Total Fees (include 7% GST) |
S$481.50 |
|
SDF and SRP Funding is Available |
*Eligibility for funding
- Must be Singaporeans or Permanent Residents of Singapore
- Achieved at least 75% attendance
- Sat for all assessments
#Rates apply to participants who
attend training during normal working hours
IMPORTANT NOTE:
1. Replacement are allowed without charge. Please inform us of the replacement
in writing at least 3 days before the commencement date.
2. Cancellation received less then 10 working days prior to the workshop will
carry a 30% administration fee.
3. Confirmation will be sent out via email 2 weeks prior to the commencement date.
4. SHRI reserves the right to reschedule/cancel a workshop in the event of
unforeseen circumstances.
For further information,
please contact Mr Subbu via phone (65) 6438 0012, fax
(65) 6299 4864, or email
subbu@shri.org.sg
Return to SE WSQ |
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