Managing Stakeholder Expectations (CRS-Q-0040991-TOU)

TSC Code: TOU-CEX-4023-1.1

This is a 16-hour course delivered within a span of 2 days with 13.5 hours of training, 1 hour of E- Learning and 1.5 hours of assessment.

 

Course Objectives

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

 

Abilities 

  • AB1: Align performance standards of the team to the organisation’s vision, mission and values

 

  • AB2: Use service design tools to translate the organisation’s vision, mission and values into the desired customer experience

 

  • AB3: Analyse performance of team to identify follow-up actions for improvement

 

Knowledge 

  • KN1: Methods to operationalise the organisation’s vision, mission and values 
  • KN2: Techniques to promote a customer centric environment  
  • KN3: Apply the various types of Service Design Tools 
  • KN4: Methods to influence service team to achieve service excellence 
  • KN5: Methods to analyse the performance of the team

 

 

 

 

 

Instructional Methodology

 

  • Lecture

 

  • Discussion

 

  • Group Activities

 

  • Presentation

 

  • Case Study

 

 

Course Duration

 

Training Hours

13.5

eLearning Hours

1.0

Assessment Hours

1.5

Total Hours

16.0

 

 

  

 

Learning Unit / LU

Contents

 

 

Course Overview

 

LU 1

Significance of Organisation’s Vision, Mission and Values to deliver service excellence

1.1

Organisation’s Stakeholders and their expectation

 

1.2

An Organisation’s Vision, Mission and Values

 

1.3

Operationalise the organisation’s vision, mission and values

 

1.4

Performance Standard

 

LU 2

Tools to translate organisation’s Vision, Mission and Values into customer experience

2.1

Types of Service Design Tools

 

LU 3

Strategies for Promoting Customer-Centric Environment

3.1

Customer-Centric Environment

 

3.2

Customer-Centric Strategies

 

3.3

Why use a Customer-Centric Strategy?

 

3.4

Challenges of becoming a Customer-Centric organization

 

  

Learning Unit / LU

Contents

 

LU 4

Methods to Achieve Service Excellence

4.1

Characteristics of an influencing manager

 

4.2

Methods to Influence Service Team

 

LU 5

Methods to Analyse Performance of Service Team and Identify Areas of Improvement for Service Excellence

5.1

Analyse Performance of Service Team

 

5.2

Considerations for Setting Effective KPI

 

5.3

Tools for Data Collection

 

5.4

Analysis of Performance Data

 

5.5

The Plan-Do-Check-Action (PDCA) Cycle

 

5.6

Follow-up Action for Improvement

 

End of Module

Instruction to Candidate

 

Glossary

 

References

 

 

 

As part of the requirements, all candidate must:

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

 

  

Written Assessment:

  • This is a continual, open-book
  • The duration for this assessment is 30 minutes.
  • There are 3
  • Candidate will be considered competent if he/she is able to answer all 3 questions correctly based on: AB1, KN1 and KN3
  • Oral inquiry will be used should there be insufficient evidence of competency.

 

 

Case Study Assessment:

  • This is a continual, open-book
  • The duration for this assessment is 60 minutes.
  • There are 4
  • Candidate will be considered competent if he/she is able to answer all 4 questions correctly based on: AB2, AB3, KN2, KN4 and KN5
  • Oral inquiry will be used should there be insufficient evidence of competency.

 

 

Candidates will be considered competent when all learning outcomes/evidences are fulfilled as per assessment checklist and achieved at least 75% attendance.

 

 

 

 

 

 

 

 

 

 

 

 

 

This module is part of the WSQ Diploma in Tourism (Venue Management and 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.