Service Innovation Leadership Series: Using Service Innovation to Overcome Workforce Challenges

About the Seminar

Adopting a service innovation strategy and toolset can allow organisations to overcome their existing service challenges and develop even better services. In this seminar we will hear from a range of leaders from different industry sectors (including Hospitality, F&B, Government and Transport) who have led or currently lead their organisations and workforces through service innovation journeys Participants can hear first and learn from the challenges speakers have overcome and about the service innovation strategies that they have used or are using.

What you will learn

  • Understand how adopting a service innovation strategy and toolset allows you to overcome organisational and workforce challenges
  • Learn strategies for managing workforce challenges
  • Understand how adopting a service innovation approach can potentially lead to productivity and morale boosting

Enquiries

Please contact Wai Loon at 6516 8554 or email wailoon@nus.edu.sg

Who Should Attend

Directors or Managers leading teams in:

  • Operations
  • Customer Service
  • Customer Experience
  • Call Centres
  • Service Innovation
  • Human Resource
  • Marketing/Sales/Business Development
Date / Time / Venue
  • 20 June 2014, Friday
  • 8:15am - 12:30pm
  • Institute of Systems Science
    25 Heng Mui Keng Terrace
    Singapore 119615
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Free Admission
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Agenda

8:15am Registration & Networking Breakfast
9:00am Introduction
9:05am Service Innovation & The Workforce: Opportunity & Risks

Mr Stuart Smith Chief, Service Innovation Practice
NUS-ISS

Stuart will share how adopting a service innovation approach can be highly empowering for the workforce but there are some basic principles to consider along the way.

9:30am Overcoming Workforce Challenges At Marina Bay Sands

Mr Ian Wilson Senior Vice President of Hotel Operations
Marina Bay Sands

Ian will talk about the challenges of delivering service excellence in Marina Bay Sands and how they are adopting innovation and other workforce strategies to overcome workforce challenges.

3:10pm Refreshment
10:05am How Digital Drives Service and how Your Workforce Will Change in the Digital Era

Ms Emer Coleman Ex-Deputy Director of Digital Transformation,
Government Digital Services UK
Currently founder of DSRPTN Consulting

Drawing on extensive experience in workforce transformation, Emer will outline how in the era of digital, all job roles potentially become service jobs and how to reconfigure roles to be more service orientated and customer centred.

10:40pm Networking and Coffee Break
11:10am Using Service Innovation to Re-invent The Singaporean Hawker Stall

Mr Daniel Goh Founder & owner of The Good Beer Company SG
Founder & Chief Editor of of YoungUpstarts

Daniel will share the challenges of running a small F&B startup in Singapore but how through adoption of innovative approaches, local workforce and business challenges can be overcome.

11:45am Panel Discussion
Moderated by Mr. Stuart Smith
12:30pm End

Speaker's Bio

Mr Stuart Smith Mr Stuart Smith Chief, Service Innovation Practice, NUS-ISS



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Mr Stuart Smith Chief, Service Innovation Practice
NUS-ISS

Stuart is an expert in service transformation and innovation. His experience spans major private and public-sector clients around the world. He built up an expertise in environmental informatics including GIS, environmental monitoring networks and computer models.

During the dot.com boom, Stuart was headhunted to join a major global telecoms firm working in an "Internet Centric" service strategy team. The team developed and delivered some of the most ambitious service innovation projects of the time primarily using internet based technologies. Stuart's primary role was to scout new technologies and provide change leadership in adopting these approaches particularly in HR and ICT functions.

Stuart has acted as CEO of Wood Holmes creating a niche innovation company that works around the world on complex service innovation, digital innovation and sustainability consulting. In addition, he has expanded the practice internationally with interests in mainland Europe, India and Singapore.

Mr Ian Wilson Mr Ian Wilson Senior Vice President of Hotel Operations, Marina Bay Sands



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Mr Ian Wilson Senior Vice President of Hotel Operations
Marina Bay Sands

Currently the Senior Vice President of Hotel Operations for Marina Bay Sands (MBS), Ian Wilson is an accomplished professional with broad expertise in the Hospitality Industry. Ian joined MBS in August 2013, but previously oversaw Fairmont’s growth in Asia for six years.

He currently leads hotel operations for the 10 million square foot Marina Bay Sands Complex and manages 4000 employees in departments including 2561 room hotel, food and beverage operations including 6 celebrity chef restaurants, SkyPark, world’s highest Infinity Pool, Retail, Call Centre Operations, 2800 space parking and valet operation, and Banyan Tree Spa.

Born in Canada with both British and Canadian citizenship, Ian has a Master’s Degree in Hotel Administration from Cornell University.

Ms. Emer Coleman Ms. Emer Coleman Ex-Deputy Director of Digital Transformation,
Government Digital Services UK
Currently founder of of DSRPTN Consulting
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Ms. Emer Coleman Ex-Deputy Director of Digital Transformation,Government Digital Services UK, Currently founder of DSRPTN Consulting

Emer Coleman is the founder of DSRPTN a consultancy specialising in leadership and service in the digital era. She was named in Wired Magazines Top 100 Digital Power Influencers List 2011 and served as a judge for the Rockerfeller Foundation 2012 Innovation Challenge.

Emer was part of the UK Government Team that established the Government Digital Service (GDS) in the UK. The GDS has driven forward one of the most ambitious programmes of digital service transformation in the world and the models developed have been adopted by the public and private sector alike.

She holds a BA in History and Sociology from University College Cork and an MPA from Warwick Business School.

Mr Daniel Goh Mr Daniel Goh Founder & owner of The Good Beer Company SG
Founder & Chief Editor of of YoungUpstarts


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Mr Daniel Goh Founder & owner of The Good Beer Company SG, Founder & Chief Editor of of YoungUpstarts

After having been in the IT industry for over ten years, 37‐year‐old Daniel Goh abandoned the corporate world, and made the shocking decision to become a hawker in Chinatown Complex, serving up craft beers at The Good Beer Company.

Formerly the PR Manager of Samsung, responsible for the local media and corporate communications work, he also worked at US gaming company Blizzard Entertainment handling PR for the South East Asia region.

The Good Beer Company carries over 40 different craft beers from US, Germany, Belgium, Switzerland, Japan and other countries, some of which can't be found anywhere else in Singapore. Faced with many naysayers, Daniel still maintained his belief in his business model and The Good Beer Company has gone from strength to strength.

Daniel is an expert in the challenges of starting and developing a service brand from an SME perspective in Singapore.



Last updated 18 June 2014

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