Workfare Courses : Our WSQ Diploma courses are eligible for MCES (Mid-Career Enhanced Subsidy) funding, and registered in the WSG (Workforce Singapore) system. Please ensure you have received the Workfare Skills Support (WSS) Scheme eligibility letter. Otherwise, call the WSG hotline at 1800 5368 333 to check your Workfare eligibility. Do take note that every Singapore Citizen will qualify for the SkillsFuture Qualification Award (SQA) upon completion of a WSQ full qualification even if they are not Workfare eligible; and unlike TCA, the SQA has no cap!
If you are Workfare Eligible
Under the WSS, you may receive Training Commitment Award (TCA) of up to $1000 for completing courses during your WSS eligibility period at the following support level:
a) WSQ Full Qualification or academic CET full qualification: $500 per qualification
b) Other courses: $100 per two courses
If you are Workfare Eligible, and your training is employer-sponsored
If your employer sponsors your training, your employer will be eligible for Absentee Payroll (AP) funding at up to 95% of your basic salary.
If you are Workfare Eligible, and your training is self-sponsored
If you must pay for your own training, you may be eligible for Training Allowance (TA) at $6 per training hour, capped at 180 hours during your WSS eligibility period. Please note that TA is applicable ONLY to selected outcome-based courses by SSG-appointed CET centre and courses under the cleaning, security, landscape sectors.
More information is available at www.wsg.gov.sg.
Currently, all courses/programmes (unless otherwise specified), are conducted via Home-Based Learning (HBL) using Zoom. Two devices will be required for HBL:
a) 1 mobile phone for Zoom access
b) 1 PC/Laptop to submit assessments.
WSQ Diploma in Tourism (Event Management and Operations)
WSQ DIPLOMA COURSE
Methodology:
Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments.
The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.
Learning Outcomes:
Determine the objectives, features and functions of events for purpose such as relationship building, celebration, fund-raising, media and other public relations
Select the event venue based on the features, capacity as well as the style of venue setting for various events
Develop the event plan based on the objectives, timelines and financial budget, with consideration to details and mechanics such as technical equipment, personnel involved in the event flow, regulations and compliance, and key environmental and social impacts
Manage an event according to agreed timelines and financial budget, coordinate the event schedule and venue setup schedule, as well as assess and respond to the adjustments of the event plan
Establish performance metrics to evaluate the effectiveness of the events planning and management
Target Participants:
Event, Project, Event Operations Manager/Assistant Manager, Supervisor, Team Lead in organizing events
Industry practitioners who have the relevant work experience from other related industry or sectors wanting to enhance their skills and knowledge pertaining to the BTMICE industry
Career switchers with managerial or leadership experience, or individuals in other related industry or sectors wanting to expand their job portfolio or are seeking national certification/qualification
Total Training Hours: 16 hours/module
Registration Closing Date: 7 days before course commencement
Assessment & Certification:
Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Certificate of Proficiency.
Breakdown of this Programme:
Develop, manage and execute event plans according to agreed timelines and budgetary requirements.
Manage implementation of integrated plans for multiple events to ensure cohesive planning
Course Content:
- Develop event plans for relationship building, celebration, fund-raising, media and other public relations objectives
- Manage events according to agreed timelines as well as budgetary requirements
- Outline the details and mechanics of events
- Manage the coordination of event logistics and setup such as event schedules and venue layout and dressing
- Establish performance metrics to evaluate the effectiveness of events planning and management
- Keep up-to-date market trends, consumer events schedules and venue preferences
- Assess and respond to the need for adjustments to event plans
Identify sponsorship requirements and organise activities according to sponsorship and financial parameters. Facilitate acquisition of sponsorship opportunities and timely execution of sponsorship agreements.
Course Content:
- Sponsorship management strategies
- Potential sponsorship opportunities and sources of finance
- Protocols for sponsor contact
- Strategies for sponsorship programmes
- Techniques for sponsorship proposal development
- Legal and ethical requirements of sponsorship
- Techniques to measure and evaluate impact of sponsorships
Manage policies and procedures for the management, registration and engagement of participants, including participants’ travel management. Develop procedures to manage participants.
Course Content:
- Develop organisational procedures for participant’s travel schedule
- Develop contingency plans for travel risks
- Facilitate acquisition of optimal agreements with vendors and suppliers
- Develop communications strategies for distribution of travel information
- Review travel arrangements based on feedback from participants
- Review proposed recommendations for future travel
- Develop registration procedures
- Develop contingency plans to manage high volume of registrations
- Develop registration area safety and access procedures
- Review registration processes based on feedback from participants
Manage vendor relationships by ensuring performance as per contracts, operations within standards established by the organisation such as adherence to safety, security, compliance standards. Develop and sustain vendor relationships and manage vendor performance.
Course Content:
- Sustain smooth interactions and relationships with vendors
- Determine and set clear parameters and expectations of vendors’ roles and responsibilities
- Negotiate with vendors to align interests and/or goals and arrive at mutually-beneficial arrangements
- Analyse vendor service delivery and performance levels in line with key performance indicators, and provide performance feedback
- Resolve complaints and quality or service issues with vendors
- Evaluate the impact of contractual issues and problems on the organisation, and determine if a major contractual breach has occurred
- Manage vendors’ performance against standards and benchmarks
Manage crowd control within defined boundaries including crowd control planning and risk mitigation strategies. Develop plans and procedures for effective crowd control.
Course Content:
- Develop estimates for expected crowd turnout for events
- Review safety and security requirements for events and venues
- Develop crowd control plans and procedures
- Develop traffic control plans and procedures
- Develop vehicle incidents and accidents response plans and procedures
- Develop emergency crowd control plans and procedures
- Facilitate conduct of emergency drills
- Execute crisis management plans
Deploy tools, procedures and resources to respond to accidents and incidents efficiently. Oversee the management of accidents and incidents, from planning to command and control in emergency response centres.
Course Content:
- Establish control zones and/or emergency response centre to manage incidents and accidents
- Act as incident commander by applying relevant strategies of emergency operations
- Develop tactical plans to maintain control of emergency and incident sites
- Evaluate on-site accident and incident response capabilities
- Develop processes to coordinate accident and incident response plans with relevant
- Review incident summary reports to identify areas of improvement
- Conduct training and coaching to employees on incident management procedures
- Conduct regular exercises and reviews to maintain incident preparedness and responsiveness
To sustain a profitable business does not only include finding new customers, but also by nurturing existing customers. Learn the ropes on how to win and retain customers from our professional trainers. Successful customer retention is about exceeding the customer expectations so that they become loyal advocates for your brand.
Course Content:
- Customer Acquistion and Retention
- Understanding customer’s behaviour and segmentation for effective targeting
- Review and improve on existing marketing platform
- Strategies for Building & Maintaing Customer Relationship
- Implement marketing & sales practices to capture customer lifetime value
- Interpersonal and communication skills for interaction with customers
- Management Skills for Programmes and Budget
- Understand the return of investment needed to sustain customer acquisition and retention programmes
- Evaluate the effectiveness of the programmes and customer response
SkillsFuture for Digital Workplace is a Classroom-Based Learning (CBL) module!
Currently, all courses/programmes (unless otherwise specified) are conducted via Home-Based Learning (HBL) using Zoom.
WSQ Diploma in Retail ( Retail Operations)
WSQ Diploma COURSE
Build the operational and service skills essential to Take on the responsibilities of a retail manager
This course equips you with skills and knowledge to create and implement customer-centric business excellence and service innovation. You will evaluate current and emerging retail trends to engage the retail landscape.
- Set operational goals and generate ideas to maintain and future proof business performance.
- Develop effective customer loyalty programmes to attract potential and retain existing customers.
- Identify problems and analyse service information that affects sales and customer relationship.
- Evaluate existing business procedures and recommend improvements in alignment with organisational goals and procedures.
Registration Closing Date: 7 days before the course commencement
Assessment & Certification:
Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Certificate of Proficiency.
Terms and Conditions
- Able to use skillsfuture credit to pay for your course fees
- Able to use cash to pay for your course fees
- Payments by instalments can be arranged
Breakdown of this Programme:
Set, analyse and achieve store sales targets to guide sales performance in the store, evaluate and monitor store productivity against business objectives, as we” as identify factors that affect sales operations in stores
Course Content:
- Learn to develop and set store sales targets
- Communicate, drive and motivate the team to achieve sales targets
- Monitor and initiate to improve staff productivity
- Review the business environment and raise potential changes in instore sales targets
- Recommend initiatives to support sales target achievement in alignment with organisational strategies and objectives
Facilitate brainstorming discussions, encourage idea generation and share opinions so as to evaluate and shortlist new methods, procedures, techniques or systems according to business needs
Course Content:
- Select appropriate approaches to communicate ideas in an effective manner
- Identify and implement specific ways to encourage responses from communicating parties
- Substantiate or challenge viewpoints using a logical approach
- Facilitate discussion to brainstorm and encourage idea generation
- Integrate differing views and ideas
- Determine appropriate selection criteria
- Evaluate new methods, procedures. techniques or systems related to idea selection
- Evaluate and shortlist ideas
Manage customer loyalty and retention programmes
Course Content:
- Identify viable customer loyalty and retention programmes
- Conduct checks on the popularity of customer loyalty and retention programmes
- Coordinate resource needs for customer loyalty and retention programmes
- Conduct checks on customer database to ensure customer information is accurately updated
- Manage service challenges in the event of non-availability of customer loyalty and retention programmes
- Conduct training for staff in promoting existing and new customer loyalty and retention programmes
Analyse customer data to establish and improve the level of service quality and customer satisfaction in the organisation, which includes implementing improvement plans to Close gaps
Course Content:
- Analyse service quality and customer satisfaction results to determine the organisation’s performance
- Communicate findings and results to relevant stakeholders
- Implement improvement plans to close service performance gaps
Develop service recovery frameworks, cascade service recovery procedures and evaluate impact of the strategies
Course Content:
- Analyse service challenges to ascertain service delivery gaps
- Develop service recovery framework to address service delivery gaps
- Cascade service recovery framework to stakeholders
Evaluate the effectiveness of service recovery strategies
Identify root causes and underlying factors of problems or situations and deduce relevant linkages and patterns to identify key impact on systems and processes
Course Content:
- Identify the types of performance deficiency and examine the causes and their impact on the organisation—related aspects identify the root causes of the problems with team members using appropriate group facilitation techniques
- Deduce relevant linkages and patterns to identify key implications on organisational systems and processes
- Develop corrective action plans for any shortfalls identified in implemented solutions
- Shortlist and evaluate the most viable ideas using appropriate problem-solving and decision-making techniques and tools
- Determine a preferred solution using appropriate methods and draw up implementation plans to implement solutions
- Evaluate the effectiveness of the implemented solution and implementation plans
Evaluate, report and resolve service shortfalls in line with organisational policies and procedures and communicate to employees changes to operational processes that are to be implemented
Course Content:
- Identify improvement activities associated with concept of process management by using systematic process improvement model to meet the organisational goals
- Present the process maps graphically that accurately depicts the sequence of events to build a product or produce an outcome using standard process
- Redesign processes using the results of analyses and recommend potential measures to improve the functioning of processes to meet the organisational goals
- Develop action plans and obtain approval to execute the improvement activities in accordance with organisational procedures
- Resolve any unmet goals with the work teams in accordance with organisational procedures
- Apply appropriate means to communicate to the work teams the key performance indicators to be achieved
- Train work teams to apply continuous process improvement techniques
SFDW is a classroom-based learning (CBL) module.
Currently, all courses/programmes (unless otherwise specified) are conducted via Home-Based Learning (HBL) using Zoom.
WSQ Diploma in Tourism (Venue Management and Operations)
The WSQ Diploma in Tourism (Venue Management & Operations) equip learners to apply essential knowledge & skills pertaining to execute the event from the venue perspective. Learners will deepen their skills in planning, managing, organising & coordinating of venue operations from venue handover to takeover & setup to teardown, resource allocation & management, equipment procurement & distribution;& the skills to ensure clientele satisfaction while maintaining the operating budget.
Learners on completing the course will deepen their knowledge & increase the manager’s ability in idea generation & selection, project management, manpower planning, resource management, & workplace health & safety performance management, & managing stakeholders in providing go the extra mile services aspects of an event are an integral part of the learning outcomes of the course. The course aims to deepen & broaden the skillset of PMEs practising in the sector as well as those planning to join the sector.
• Generate and select new ideas in event coordination and operations to develop and schedule the venue operations plan
• Plan, justify and allocate necessary equipment and manpower to support the pre-, during and post-event venue operations
• Develop risk management and on-the-job training plans to minimise injuries and completion of contractual work
• Collate stakeholders’ feedbacks in venue operations service improvement to achieve future events sales
Methodology: Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, roleplays, and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.
Target Participants:
1. Event, Project, Venue Operations Manager/Assistant Manager, Supervisor, Team Lead in planning, organising and implementing events.
2. PMEs who have the relevant work experience within the sector or from other related industries or sectors wanting to enhance their skills and knowledge pertaining to the BTMICE venue management operations
3. Career switchers with managerial or leadership experience, or individuals in other related industries or sectors wanting to expand their job portfolio or are seeking national Certification/Qualification.
Facilitate brainstorming discussions, encourage idea generation and share opinions so as to evaluate and shortlist new methods, procedures, techniques or systems according to business needs
Course Content:
· Select appropriate approaches to communicate ideas in an effective manner
· Identify and implement specific ways to encourage responses from communicating parties
· Substantiate or challenge viewpoints using a logical approach
· Facilitate discussion to brainstorm and encourage idea generation
· Integrate differing views and ideas
· Determine appropriate selection criteria
· Evaluate new methods, procedures, techniques or systems related to idea selection
· Evaluate and shortlist ideas
Identifying event scopes, objectives and requirements to develop detailed project plans through the executing process in event initiation, event planning, event implementation, and event control, completion and review.
Course Content:
· Develop realistic project plans based on assessment of project objectives, scope, and potential interdependencies with other projects
· Implement appropriate methodologies and tools to achieve desired outcomes effectively
· Pre-empt risks to success of projects and develop plans to mitigate them
· Set up timely touchpoints to engage internal and external stakeholders that impact or are impacted by the project processes and outcomes
· Allocate resources to different parts of the projects based on an assessment of project priorities
· Coordinate the completion of project deliverables within agreed cost, timescale, and resources
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The aim of the course is to equip the professionals, managers and executives (PMEs) who are currently working or those intending to make a career switch to the Business Travel, Meetings, Incentives, Conventions and Exhibitions (BTMICE) industry with in-depth knowledge and skills in ascertaining the resource needs, and resource management requirements to develop the resource allocation strategies and resource allocation plans. The course also equips learners to make use of tools and techniques to monitor resource usage and apply various methods to improve resource management. Course Content: · Develop resource management and allocation strategies · Develop resource allocation plans to support the achievement of strategies · Determine resource needs to support resource allocation planning · Develop resource allocation plans to support business unit activities · Develop procedures and systems to monitor and evaluate resource usage · Review resource usage to determine sufficiency and optimal utilisation · Propose improvements to optimise resource usage · Review resource management outcomes to ascertain refinements to resource allocation plan · Develop resource management key performance indicators |
Develop equipment maintenance schedules and venue management procedures
Course Content:
· Develop equipment maintenance plans
· Review maintenance report and activities
· Manage equipment purchase and leasing procedures from vendors
· Develop service contracts with maintenance service providers
· Develop environmental action plans
· Develop site plans, space assignments and set-up configurations that optimises use of spaces and resources
· Facilitate multi-venue considerations into venue selection processes
Conduct project level manpower forecasts to bridge gaps between manpower demand and supply, and facilitate development of recruitment strategies
Course Content:
• Review workforce execution plans needed to meet project and/or functional objectives
• Adapt mathematical models to conduct statistical analysis of manpower demand
• Review productivity metrics of existing contractors
• Develop manpower forecast based on job roles and positions required
Develop Workplace Safety and Health (WSH) inspection plans and review outcomes to facilitate performance monitoring
Course Content:
• Establish the risk management plan workflow
• Establish the method of monitoring the implementation of risk management plan
• Form risk management and risk assessment team
• Identify deviations from the risk management plans and propose appropriate corrective actions
• Revise risk management plans for continual improvement
• Maintain the risk assessment documentation in accordance with legal and other requirements
Deliver service excellence that is in line with the organisation’s customer-focused strategies by promoting a customer-centric environment and analysing the team’s performance to identify areas of improvement
Course Content:
• Align performance standards of the team to the organisation’s vision, mission and values
• Use service design tools to translate the organisation’s vision, mission and values into the desired customer experience
• Analyse performance of team to identify follow-up actions for improvement
SFDW is a classroom-based learning (CBL) module.
