Service Industry Transformation Programme (SITP)
The Service Industry Transformation Programme (SITP) was jointly rolled out in September 2019 by the Singapore Productivity Centre (SGPC) and Workforce Singapore (WSG).
SITP aims to support lifestyle sector enterprises in their transformation efforts and to uplift organisational capabilities in innovation, job redesign and manpower planning. With professional guidance, companies can leverage on service design methodology to optimise processes and curate innovative experience to stand out among the competitors.
Programme Highlights
- Achieve business improvements towards the end of programme
- Creating in-house Transformation Team
- Up to 90% programme fee support by Workforce Singapore
- + Additional Funding through SkillsFuture Enterprise Credit
A Business Transformation Team
Transformation design is not always about having new technologies. It's about how businesses identify new ways to tap on and collaborate - creating new products, processes and improving jobs.
Transformative processes also allow your business to be more responsive to customer and internal feedback. Without flexible business processes, customer feedback is often filed away.
The more your business strategy encourages cross-functional collaboration, uses data insights to improve the customer experience, and continually updates business operations, the more competitive your business will become.
2 Part Service Design and Transformation Programme
Service Design Workshop
(2 full day)
Companies to send their appointed Service Design team members for a 2 day workshop that covers the methodology, use of frameworks and learning through case studies to fully understand how to execute a Transformation Project.
Project Guidance
(up to 4 months)
Next, an Associate Consultant will be matched to each company based on their industry expertise as well as the identified problem that is pre-scoped to embark on a Business Transformation.
Mastering the
Service Design FrameworkThe 4 D Model
Service design approach, Customer Persona Curation
Identifying Problems, Customer Journey Mapping
Ideation, Process Optimisation with Job Redesign, Value Proposition
Case Studies, Service Blueprint & Prototyping
Customised Guided
Service Design Project
An actual practice for the company's Service Design Transformation Team
Company team to go through the Service Design Methodology learnt through the Workshop - applying to in-house products, business services and processes.
Measuring the outcomes from the Solution delivered. Achieve qualitative and quantitative outcomes with job redesign.
Congratulations! You have built a Service Transformation team in-house and your employees involved in the SITP process are now Certified Service Transformation Practitioners!
SITP Pre-Scopes
Companies in the Lifestyle sector can select from one of the following pre-scope areas to embark on an outcome to Improve Sales.
Outcome
Improve Sales
Area
Increase Presence
Example of Possible Solutions:
► Onboard New Marketplace
► Set-up Social Commerce
► Set-up Online Sales Channels
For more details on (i) possible job redesign roles and (ii) deliverables towards the end of the programme, please download the information pack.
Outcome
Improve Sales
Area
Increase Presence
Example of Possible Solutions:
► Branding
► Set-up Social Media campaigns Infrastructure
► Set-up Google Analytics and SEO SEM
For more details on (i) possible job redesign roles and (ii) deliverables towards the end of the programme, please download the information pack.
Outcome
Improve Sales
Area
New Markets
Example of Possible Solutions:
► Virtual Brands
► Identify New Target Audience
► 020 Optimisation
For more details on (i) possible job redesign roles and (ii) deliverables towards the end of the programme, please download the information pack.
or select from one of the following pre-scope areas to embark on an outcome for Increase in Customer Satisfaction.
Outcome
Increase Customer Satisfaction
Area
Human Resource Capability
Example of Possible Solutions:
► Train the Trainer
Company will Receive:
► Training SOP Blueprint
► Training Plan
► Evaluation Template
► Trainer Profile Checklist
For more details on possible job redesign roles, please download the information pack.
Food Services Companies can further tap on the WSG Career Conversion Programme (CCP) for Food Services Industry to train and upskill existing workers (up to 90% monthly salary).
Outcome
Increase Customer Satisfaction
Area
Service Experience
Example of Possible Solutions:
► Service Experience Enhancement
Company will Receive:
► Redesigned Journey Map
► Integration of Customer Touchpoint
► Enhanced Loyalty Programme
► Service Design SOP
For more details on possible job redesign roles, please download the information pack.
Food Services companies can select from the following pre-scope area to embark on an outcome to Improve Sales.
Outcome
Improve Sales
Area
Sales Channel
Example of a Possible Solution:
► Managing Food Delivery
Company will Receive:
► Guided Onboarding on 1 Delivery Platform
► Delivery Operations SOP
► Redesigned Online Menu
For more details on possible job redesign roles, please download the information pack.
or select from the following pre-scope areas to embark on an outcome to to Cost Reduction / Improve Efficiency.
Outcome
Cost Reduction / Improve Efficiency
Area
Front of House
Example of a Possible Solution:
► FOH Process Redesign
Company will Receive:
► New Process SOP
► New Layout
For more details on possible job redesign roles, please download the information pack.
Outcome
Cost Reduction / Improve Efficiency
Area
Front of House
Example of a Possible Solution:
► FOH Process Redesign
Company will Receive:
► New Process SOP
► New Layout
For more details on possible job redesign roles, please download the information pack.
Outcome
Cost Reduction / Improve Efficiency
Area
Back of House
Examples of Possible Solutions:
► New Production Plan
► Menu Redesign
► Financial Management
Company will Receive:
► Production Schedule
► Redesigned Menu
► New Financial Management Process SOP
For more details on possible job redesign roles, please download the information pack.
Outcome
Cost Reduction / Improve Efficiency
Area
Back of House
Examples of Possible Solutions:
► Menu Redesign
► Financial Management
Company will Receive:
► Redesigned Menu
► New Financial Management Process SOP
For more details on possible job redesign roles, please download the information pack.
SITP General Scope
Companies with areas not under pre-scope area list (Track A - J),
can take on a General SITP Programme.
Instead of pre-defining a scope at the start of the prohect, companies can set their project outcomes and scopes after the project team has identified the problem statement. Company will be required to fulfil a core outcome (with at least 10% quantum) and a supplementary outcome.
Here are some possible outcomes from a General SITP Programme:
Programme Fees
SGD 1,800*
Nett Fee (before GST)- After 90% support by Workforce Singapore
- # Applicable for further funding through SkillsFuture Enterprise Credit (SFEC)
SGD 5,400*
Nett Fee (before GST)- After 70% support by Workforce Singapore
- # Applicable for further funding through SkillsFuture Enterprise Credit (SFEC)
# SkillsFuture Enterprise Credit (SFEC)
SITP is also one of SFEC supportable programme, an additional funding support to help employers cover up to 90% of the out-of-pocket expenses for supportable workforce transformation programmes. Eligible employers can further defray another up to 90% of the NETT fee paid, subjecting to available credits.
- Be registered and incorporated in Singapore.
- Have an annual sales turnover (at group level) of not more than S$100 million OR employment size (at group level) not exceeding 200 employees.
- Minimum 30% local shareholding by Singapore Citizens of Singapore Permanent Residents.