Optimise Workforce for Service Excellence (SF)
Training Provider: SINGAPORE NATIONAL EMPLOYERS FEDERATION
Course Reference: TGS-2019504232
S$250
Original: S$500
Save S$250
About This Course
Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
Evaluate performance of team in line with service operations plan
Optimise manpower resources for service excellence
Communicate manpower plans and changes to team
What You'll Learn
Developing Manpower resource plan
Identifying job roles and responsibilities
Forecasting manpower needs to meet service operations plan
Taking into account organisational service standards
Service operations plan
Organisation’s short-term and long-term goals
Workflow processes and standard operating procedures for implementation of service operations
Measures to manage high volume customer traffic
Budget and resources required to implement service operations
Potential risks and mitigating actions to manage the risks
Service recovery plans, contingency plans
Service operations performance standards
Evaluate performance of team
Establishing criteria to evaluate performance
Gathering feedback and data on performance
Identifying areas of improvement for team’s performance
Techniques to optimise resources
Job re-design to enhance productivity
Multi-skilling staff to perform different tasks within the service value chain
Communication of manpower plans to team
Identifying job roles and responsibilities
Forecasting manpower needs to meet service operations plan
Taking into account organisational service standards
Service operations plan
Organisation’s short-term and long-term goals
Workflow processes and standard operating procedures for implementation of service operations
Measures to manage high volume customer traffic
Budget and resources required to implement service operations
Potential risks and mitigating actions to manage the risks
Service recovery plans, contingency plans
Service operations performance standards
Evaluate performance of team
Establishing criteria to evaluate performance
Gathering feedback and data on performance
Identifying areas of improvement for team’s performance
Techniques to optimise resources
Job re-design to enhance productivity
Multi-skilling staff to perform different tasks within the service value chain
Communication of manpower plans to team
Course Details
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