All organisations need to deliver service in one form or another. Services are delivered by internal customers to be received and experienced by external customers of the organisation. As such, customers define the success of the organisation. The only thing that keeps organisations successful and relevant is how they take care of their customers. Do that well and they will be with you for good! So how do you take care of your customers? Service Innovation is one of the most powerful ways to achieve organisational excellence in today's globally competitive economy. This course will introduce methods and tools of Design Thinking that encourage customer-centric service innovations.
This course is designed for executives, managers, and business leaders who are looking for ways to improve themselves or their business through innovation.
Introduction to Design Thinking
Understand the What & Why of Service Innovation and how Design Thinking is relevant. Discuss the three stages of Design Thinking.
Sharing of Success Stories
Sharing of success stories of client projects and model corporations to provide positive examples of Design Thinking.
Photo Journal Interview
Understand the power of photos and stories, and learn how to conduct a photo journal interview.
Uncovering the Unmet Needs
Master the process to uncover unmet needs:
Alfred Tan and Ken Kwan are the Founding Partners of The Curious People Pte Ltd, a homegrown change agency and capability development company that works with organisations in both the private and public sector.
Alfred and Ken provides Consultancy, Training and Coaching to organisations to achieve their goals in Business Growth, Talent Motivation, Customer-centric Initiatives, and Organisational Excellence. They consult with key stakeholders within organisations to diagnose their training, development and customer needs, identify the barriers to improvement, and develop holistic training and development solutions to achieve organisational goals. Some of their key experience and expertise are in Business Statistics and Research, Customer Service Excellence, and Design Thinking in Business.
They have worked with Global, Multinational, Government, and leading SME organisations in Singapore with a wide base of industry knowledge and experience in Education, Finance, Food & Beverage, Healthcare, Hospitality and Retail, just to name a few.
In December 2010, Alfred and Ken were among a select few in Asia to receive an intensive one-year specialised programme from Rotman, the University of Toronto's prestigious graduate business school on the Business Design Thinking methodology. Rotman has developed a curriculum built around Roger Martin's famous concepts on Integrative Thinking and Business Design. They are considered as one of the most influential management thinkers in the world.
Today, Alfred and Ken are among a handful in Singapore who are professionally certified to practice, facilitate and teach Business Design Thinking to SMEs and government agencies on an educational and commercial level. Among the many organisations in Singapore whom have benefitted from this methodology are Coach Singapore, Jason Marine, Mr Bean, Nanyang Technological University, NTUC Foodfare, Ministry of National Development, Singapore National Employers Federation, Wing Tai Holdings.