ISS Service Innovation Leadership Series: Transforming Service Through Service Innovation

In this seminar, you will learn about:

  • How you can uncover service innovation opportunities to transform service organisations
  • The various service innovation approaches to improve service outcomes
  • How to Identify and evaluate opportunities for service improvements


Please contact Wai Loon at 6516 8554 or email

Who Should Attend

C-Suite and Directors heading team in:

  • Customer Experience
  • Customer Service
  • Call Centres
  • Marketing & Communication
  • Innovation
Date / Time / Venue
  • 28 March 2014, Friday
  • 8:30am - 1:30pm
  • Khoo Teck Puat Hospital Auditorium
    Tower B, Level 1, 90 Yishun Central
    Singapore 768828
    Click here for directions


*Fees are inclusive of GST. Eligible participants (Singapore Citizens and Permanent Residents) can get up to 50% of course fee funding from the Singapore Workforce Development Agency (WDA). An enhanced funding of up to 90% is applicable for eligible participants (Singapore Citizens and Permanent Residents) whose companies are SMEs under WDA’s Enhanced Training Support for SME Scheme. SMEs can submit their claim for the 40% top-up via SkillsConnect.

The first 40 participants who have paid the seminar fees are entitled to a guided Innovation Tour around KTPH.


08:30am Networking Breakfast
09:00am Introduction

Ms Loh Gek Khim Director, Generic Skills Development Division
Singapore Workforce Development Agency

09:05am Service Innovation Trends

Mr Stuart Smith Chief, Service Innovation Practice

09:30am Service Excellence, Productivity & Profitability – Can Service Innovation Deliver on All Three Dimensions?

Professor Jochen Wirtz Ph.D. Professor of Marketing,
Director UCLA – NUS Executive MBA Programme

The ability to pursue both differentiation through service excellence and cost leadership in services is particularly difficult because the characteristics of services - among them distributed operations, simultaneous production and consumption, and customization - make economies of scale and productivity gains hard to achieve.

The purpose of this presentation is to explore five potential strategies firms can pursue to achieve cost-effective service excellence: [1] Generic cost-reduction strategies, [2] a dual culture approach, [3] systems and technology that enable employees, [4] customer self-service and/or co-creation that is enabled through self-service technologies (SSTs), and [5] the focused service factory.

10:00am Design Thinking and Service Innovation - The KTPH Journey

Mrs Chew Kwee Tiang CEO, Khoo Teck Puat Hospital

Our journey started in 2004, when the former Minister for Health, Mr Khaw Boon Wan tasked the Alexandra Hospital management team with building the hospital in Yishun. The challenge thrown at us was to design with patients at the centre, exploiting technology for the benefits and convenience of patients and enable seamless care.

We see this as a challenge to transform healthcare delivery.

Our insight into the lifelong healthcare needs of a typical Singaporean led us to design a care concept model to enable a head-to-toe lifelong anticipatory healthcare of the whole person.

This presentation will elaborate on 4 key areas that drive our innovation efforts:

  • Building a health promoting hospital
  • Improving community health
  • Enabling ageing-in-place
  • Designing a hassle free healthcare experience

Our approach in innovation is to learn from everyone, agree on what the customer values, design quick prototypes and do what we can with what we have.

10:40am Networking and Coffee Break
11:10am Transforming Singapore's Public Libraries through Service Innovation
Dr Christopher Chia Chairman, NUS-ISS Management Board
Ex-CEO, National Library Board
11:50am Panel Discussion
Mr Lim Swee Cheang Director & CEO, NUS-ISS
12:30pm Networking Lunch
1:30pm Innovation Tour
The first 40 participants who have registered and paid for the seminar are entitled to a tour around KTPH to view the innovation projects.
2:30pm End

Last updated 27 March 2014