WSQ Process Improvement | TGS-2020503380

Overview

Define activities in terms of improving customer experience through process management concept to meet organisational goals. Introducing the concept of process management and process improvement model via a 16-hour SSG-approved course delivered within a span of 2 days with 14 hours of training and 2 hours of assessment!

It is essential for service leaders to contextualise the need for improvement activities in relation to customers’ expectations and requirements by using a systematic process improvement model. Begin with the end in mind – to form the basis of organisational goals.

SkillsFuture credit may be used to offset the course fees. Certification is WSQ Level 4, and a Statement of Attainment (SOA) will be awarded for competency.  

Objectives

On completion, participants will have the abilities and knowledge in Technical Skills and Competencies (TSC) at the workplace. These include:

TSC (code): Process Improvement (RET-INO-4005-1.1)

Abilities

 

AB1: Identify improvement activities associated with concept of process management by using systematic process improvement model to meet the organisational goals.

 

AB2: Present the process maps graphically that accurately depicts the sequence of events to build a product or produce an outcome using standard process mapping conventions or symbols.

 

AB3: Redesign processes using the results of analyses and recommend potential measures to improve the functioning of processes to meet the organisational goals.

 

AB4: Develop action plans and obtain approval to execute the improvement activities in accordance with organisational procedures.

 

AB5: Resolve any unmet goals with the work teams in accordance with organisational procedures.

 

AB6: Apply appropriate means to communicate to the work teams the key performance indicators to be achieved.

 

AB7: Train work teams to apply continuous process improvement techniques.

 

Knowledge

 

KN1: Concept of process management.

 

KN2: Process improvement model. 

 

KN3: Organisational goals vis-à-vis customer expectations and requirements.

 

KN4: Process continuous improvement methodologies used by organisations.

 

KN5: Principles for defining process relationship.

 

KN6: Team's key performance indicators.

 

KN7: Principles of continuous process improvement.

 

KN8: Communication modes and barriers.

 

KN9: Structure of an effective action plan.

 

KN10: Standardisation of process.

 

 

Learning Outcomes

This unit covers knowledge and application skills in evaluating, reporting, and resolving service shortfalls in line with organisational policies and procedures and communicate to employees changes to operational processes that are to be implemented.

 

Instructional Methodology

  • Case Study
  • Class Discussion
  • Group Discussion and Presentation
  • Lecture

 

Duration

Training Hours

14

Assessment Hours

2

Total Hours

16

 

 

 

·         Version: 1.0

·         Effective Date: Dec 2019

·         Author: SCCIOB

 

Introduction

Learning Unit (LU)

Contents

LU 1

lmprovement activities identification

1.1

Process management and improvement

1.2

Improvement activities and organisational goals

LU 2

Process analysis and redesign

2.1

Process maps

2.2

Process redesign

LU 3

Improvements execution

3.1

Action plan

3.2

Communication and goals

LU 4

Continual improvement

4.1

Training and continual improvement

 

Instructions to Candidate

 

Glossary

 

References

 

 

Candidates will be assessed for knowledge and skills acquired. As part of the assessment, each candidate is required to:

  1. Complete a Written Assessment
  2. Complete a Case Study Assessment

Candidate will be considered competent when all learning outcomes/evidence are fulfilled as per assessment checklist.

Written Assessment:

  • This is a summative, open-book assessment.
  • The duration for this assessment is 60 minutes.
  • Candidate will be considered competent if he/she is able to answer all questions correctly based on: AB4, AB6, AB7, KN1, KN2, KN3, KN4, KN5, KN6, KN7, KN8, KN9, KN10.
  • Oral inquiry will be used should there be insufficient evidence for this assessment.

Case Study Assessment:

  • This is a summative, open-book assessment.
  • The duration for this assessment is 60 minutes.
  • Candidate will be considered competent if he/she is able to answer all questions correctly based on: AB1, AB2, AB3, AB4, AB5, AB6, AB7. KN3, KN5, KN7, KN8.
  • Oral inquiry will be used should there be insufficient evidence for this assessment.

 

This synchronous e-learning unit is module number 7 of the WSQ Diploma in Retail (Retail Operations).

MCES, Enhanced Training Support for SMEs and other schemes are available for subsidised training.