The First & Only Diploma in Service Management in Singapore

"Service is generally perceived as just a frontline task but in actuality, any service oriented organization in all industries should have their entire company system & processes, policies, etc designed to enable delivery of quality services to the customers by all staff at all levels.

I learnt from this Course the entire spectrum required for the effective management of a service oriented organization. For e.g., HR policies to motivate service oriented mindset, IT Systems to facilitate smooth service delivery, understanding of consumer psychology, soft skills of customer communication, etc which could all be integrated to form the foundation of a service excellence company and which make me a much enlightened and efficient Manager in a trading company where service is necessary contrary to common perception." -- Mr. Darby Chow, Logistic Manager, QSS Safety Products.

"Service is not just the tasks of serving the customers. The backend has to be established in such a way that it facilitate delivery of world class service quality. As Chief Steward, I have to manage the team and the various processes on the flight and soft skills alone are not sufficient in delivering service.

From this Course, I have learnt a lot of managerial skills in managing service delivery and gain a lot more personal growth and confidence as the Lecturers are all highly experienced service professionals from the industries and established institutions who could share their vast knowledge and experience." -- Mr Bernard Joachim, Chief Steward, SIA.

Why a Diploma in Service Management?
Arm yourself with a Diploma in Service Management to advance your career in any industry, be it the retail services, financial services, IT services, travel services or hospitality. Service is the key to success in every organization and the key to your career success is your ability to manage and deliver quality service.

The Service Management program is the first diploma program of its kind in Singapore and recognizes that quality service has become the difference between success and failure for organizations in the service sector. This program, established in 2003, educated individual for managerial careers in service sector industries and organizations focusing upon the direct application of technical knowledge to the solution of practical problems.

Service Management is an evolving field of study that focuses on a number of disciplines. Service managers must possess many qualities including business and financial management ability; human-development and relationship skills; and communication and information technology knowledge, which focused on fulfilling the needs and expectations of customers. Services include all internal and external activities of organizations aimed at customer acquisition, retention and care.

This progam will also prepare graduates to work with emerging profit and non-profit service sector companies, organizations and agencies and to effectively and efficiently manage the design, development and delivery of services.

What are my Career Prospects after I Complete the Program?
Service Management positions are devoted to operations and management; systems and technology; and human resources:

• Operations and management positions include customer service manager, call, help, or care center management, customer service operations manager, director of client relations and service expectations, service scheduling manager, service logistic management, and field service management.
• Systems and technology positions include service pricing, database maintenance, communication systems, and e-commerce.
• Human Resource Management positions include career development, change management, and awards and recognition coordination.

• Distribution (transportation, retail, wholesale)
• Physical (communication, repair, utilities)
• Business (finance, insurance, banking, public relations, consulting)
• Personnel (human resources, entertainment)
• Health (health care, elder care)
• Public (education, non-profit social / membership organizations, public administration)

What is so unique about this Program?
This two-year part-time Diploma in Service Management program, which is registered with the Ministry of Education, comprises a total of 33 subjects and is modeled after the broad based American education system. The broad curriculum places emphasis on a combination of course work in all General Studies areas - the humanities, the sciences and the arts in addition to the service specialization subjects forming a key part of an educational plan that nurtures graduates to live, think, and work creatively.

Service is all – encompassing and applicable in all industries. Hence, the service specialization subjects taught are service skills and knowledge applicable in any industry is it retail services, financial services, IT services, hospitality, etc. Service personnel meet customers of different cultures and personalities and as such, the general studies of psychology, culture, etc. will enhance your ability to deliver and manage services to a diverse audience.

Resident lecturers in Singapore are also handpicked from a pool of academics as well as industry practitioners to share their knowledge and experience with the students.

Who should apply for the Diploma in Service Management?

• G.C.E “N”/ O”/ “A” level holders and NTC Level 2 or Higher NITEC qualifications or equivalent; who are keen to pursue a career in the Service industry.

Course Delivery
There will be four three-month semesters in a year with three to four subjects taught every semester.

Classes will be scheduled three times a week – weeknights (Tue, Thu,) from 7pm to 10pm and weekend (Sat) from 2pm to 6pm at the CSM Academy International training premises.

Classes will be taught face to face and assessment is by a combination of assignments, projects and examinations.

What is my Educational Pathway upon completion of this course?

Program Costs
The course fee will be S$ 9,900 (before GST) for the entire two-year Diploma program. Subject to approval, you may apply for up to 90% SDF/SRP/SEP grant*.
Click here to find out more on NTUC-SEP.  

* Please note that grants are applicable to Singaporeans and SPRs only and submission must be at least 30 days prior to commencement of course.

Next Intake:
9 January 2007

Course Preview:
Date : 13 th December 2006
Time : 7pm
Venue : 7 th floor, Room 701, NTUC Centre, One Marina Boulevard, No. 1 Marina Boulevard, S(018989)