Singapore University of Social Sciences

Leadership in Service Innovation

Leadership in Service Innovation (MGT553)

Applications Open: 01 April 2020

Applications Close: 31 May 2020

Next Available Intake: July 2020

Course Types: Modular Graduate Course

Language: English

Duration: 6 months

Fees: $1100 View More Details on Fees

Area of Interest: Management

Schemes: Lifelong Learning Credit (L2C), Resilience 2020

Funding: To be confirmed

School/Department: School of Business


Synopsis

In an increasingly volatile, uncertain, complex and ambiguous business environment, organisations need to focus on leadership, innovation, customer experience and service excellence to gain a competitive advantage. This course examines best practices in business leadership, innovation, service management and customer experience design. It helps students develop the transformational mind-set and leadership skills needed to succeed in the changing market landscape. Students will learn about the environmental changes that led to an experience-based value model which demands that leaders have a strong background in customer experience, value co-creation, and change management to ensure that they are well prepared for the future and ready to maximise organisational resilience and continuous innovation.

Level: 5
Credit Units: 2.5
Presentation Pattern: Every July
E-Learning: BLENDED - Learning is done ENTIRELY online using interactive study materials in Canvas. Students receive guidance and support from online instructors via discussion forums and emails. There are no face-to-face sessions. If the course has an exam component, This will be administered on-campus.

Topics

  • Customer Experience Foundations
  • Value Creation in Service
  • Principles of Service Innovation
  • Service Design Thinking
  • Crafting a Service Innovation Culture
  • Service Interaction in a Digital World

Learning Outcome

  • Design a customer journey map and understand the role of technology in transforming the customer experience
  • Appraise the key elements of value co-creation and understand the importance of the service ecosystem
  • Prioritise the importance of service design thinking principles, processes, methods and tools used in the design and delivery of service innovative in sustainable service experiences
  • Recommend various blended approaches as well as emerging and advanced technologies including artificial intelligence, robotics, augmented and virtual realities and digital media to enhance service interaction across sectors
  • Propose ideas from multiple perspectives to identify reasoning in a variety of fields with differing assumptions, contents and methods
  • Co-create the organisation’s projected brand and reputation with the customer
  • Examine emerging technology trends for new technological products, services and techniques
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