Hands-on Service – Service Blueprinting

This 2-day advanced-level workshop aims to assist mid-level managers, human resource & training & development professionals to develop and execute a Service Blueprint from scratch using a hand-on approach.

The programme will also explore the difference between planned and incidental service concepts with the notion that great service happens not by coincidence but through a proper design of the customers experience using a variety of touch-points.
Hands on Service

Key Facts

  • Duration: 2 days, 10am-5pm (12 hours)
  • Delivery Mode:
    • Live Online
    • On campus (please note our campus is currently closed due to Covid-19)
  • Fees: $749​

Professionals, managers and leaders looking to enhance their finance literacy.

Hand-outs and recommended text

A certificate of attendance will be issued to participants who have attended and completed the programme.


The Workshop will be conducted using a mix of knowledge sharing, practice, observation assignments and hands-on Work. Evaluative assessments will be via self-reflection and group presentations based of the 2 key concepts that will be taught:

This module explores the difference between Planned and Incidental Service Concepts. This concept is important to Customer Service as Great Service happens not by coincidence but through a proper design of the customers experience via a variety of touch-points aimed to enhance the customers’ experience. The Planned Service Concept will utilize the 5 Senses Methodology to plan and map a holistic Service Experience for our customers.

This module provides participants with a Hands-on practice on building a Service Blueprint from scratch. For added realism, they will have an Industrial visit to form the basis of their project. Based on a live model, they are to determine the possible interactions and touchpoints of the location; working in groups to draft out the Service Blueprint.

Request More Information

Contact a programme advisor by calling
+65 6580 7700

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