WSQ Service Information and Results | TGS-2020503377

Overview

It is no longer sufficient to use instinct to manage a business. Service organisations should adopt a data-driven approach to analyse and improve service quality, which is the topic of this course. Service Information and Results is an SSG-approved 16-hour course delivered within a span of 2 days with 14 hours of training and 2 hours of assessment. Participants may use their SkillsFuture credit for enrolment. Type of certification is a Statement of Attainment (SOA). WSQ level 4. It focuses on using service quality and customer data to manage service experience and customer satisfaction at retail outlets.

Objectives

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

TSC (code): Service Information and Results (RET-CEX-4011-1.1)

Abilities

 

AB1: Analyse service quality and customer satisfaction results to determine the organisation's performance.

 

AB2: Communicate findings and results to relevant stakeholders.

 

AB3: Implement improvement plans to close service performance gaps.

 

Knowledge

 

KN1: Components of service quality and customer satisfaction framework.

 

KN2: Sources of service quality and customer satisfaction data.

 

 KN3: Methods to analyse service quality and customer satisfaction data.

 

KN4: Methods for communicating findings and results to relevant stakeholders.

 

KN5: Methods to close service performance gaps.

 

 

Learning Outcomes

This unit covers knowledge and application skills in analysing 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.

 

Instructional Methodology

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

 

Duration

Training Hours

14.0

Assessment Hours

2.0

Total Hours

16.0

 

 

·         Version: 1.0

·         Effective Date: Dec 2019

·         Author: SCCIOB

Learning Unit (LU)

Contents

 

Introduction

LU 1

Service data analysis

1.1

Service quality and customer satisfaction framework

1.2

Sources of data e.g., mystery audits, customer relationship management systems

1.3

Methods of analysis

1.4

Analyse results to determine performance

LU 2

Stakeholders Communication

2.1

Methods of communication

2.2

Communicating to stakeholders

LU 3

Improvement Plans Implementation

3.1

Methods to close gaps

3.2

Implement plans

 

Instructions to Candidate

 

Glossary

 

References

 

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

  1. Complete a Written Assessment
  2. Complete a Case Study Assessment
  3. 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: AB1, AB2, KN1, KN2, KN3, KN4, KN5
  • 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, KN2, KN4, KN5
  • Oral inquiry will be used should there be insufficient evidence for this assessment. 

 

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

 

 

 

This course material and associated resources are designed and developed by Singapore Chinese Chamber Institute of Business (SCCIOB). Permission should be obtained from SCCIOB prior to any prohibited reproduction, storage in a retrieval system or transmission in any form or any means such as photocopying, recording, electronic, mechanical, or likewise.