The very nature of services and the speed of change have changed significantly in recent years. The traditional aspects of service delivery are no longer enough. Companies need to learn how to tap the potential for service innovation by closely looking into evolving trends.

Greater involvement, personalization, customization, and mobility from services are being demanded more than ever, and immediate results are also expected by consumers. When cutting-edge service innovations in one industry are used and seen by them, it is natural to have the same expectations of other providers. For example, self-service kiosks for airline check-ins can be easily applied to the retail and hospitality industries. Once consumers have this experience, they will expect to see similar service in other industries. With time, industry boundaries blur. Thus, companies need to pursue new ideas beyond their immediate competitors.

The rise of the mobile internet should also be noted. According to Statista, a German company specializing in market and consumer data, as of 2021, the number of smartphones sold worldwide was 1.38 billion, and in the fourth quarter of 2020, around 20.8% of all smartphones sold were made by Apple. Thirty-eight percent of the world’s total population owned a smart device in 2018, and the smartphone penetration rate has continued climbing, reaching 46.5% in 2020. More than 100 billion apps were downloaded in 2013, up from 64 billion in 2012. The resulting mobile and self-service possibilities are dramatically changing service delivery. Grab’s disruption of the taxi business is also a good example. Advances in digital payments are increasingly spurring mobile commerce, with farreaching implications for retail and financial services. Halodoc, an Indonesian startup, is another good example of a game changer as it provides telemedicine through connectivity. Growth opportunities for the proliferation of smart devices are being unlocked, and the cost of developing services is being reduced, which also lowers barriers to entry.

Continued advances in analytic capabilities allow companies to gain insights from massive sources, leading to new service possibilities through big data and  advanced analytics. In addition, the IoT is indispensable for service innovation. Machine-to-machine connectivity is facilitating real-time service delivery in a number of business-to-business applications. The prevalence of connected devices opens up possibilities for proactive, touchless service, along with new commercial models. Service innovation has immense potential for applications and therefore should be leveraged by enterprises and individuals.

Course Objectives

The main objectives of this course are:

  • Understand the concepts, tools, and methodologies of service innovation.
  • Facilitate the adoption of service innovation and stakeholder engagement in organizational operations.
  • Introduce emerging technologies such as user experience customization, mobile apps, big data and analytics, and the Internet of Things (IoT).

Course Modules

This e-learning course will cover the following modules:

Module 1: Service Transformation
This module focuses on the different categories of services and introduces the essence of Service 4.0 Transformation.
Module 2: Adoption of User Experience Customization
This module highlights the use of core technologies of Service 4.0 in User Experience (UX) Customization and Personalization.
Module 3: Human Capital Transformation
This module comprises the core elements of Service 4.0 and Human Capital Transformation.
Module 4: Transforming Stakeholder Engagement
This module underscores the essentials of transforming communication with stakeholders using digital engagement tools.
Module 5: Agile Way of Working
This module underscores the key values, principles, practices and components, including practical implementation of Agile.

Important Notes:

  1. Participants who register to take this course and pass the final examination with a score of 70% or higher will be eligible to receive the APO certificate. Please note that the final examination can be taken only once. Therefore, the most appropriate time to take the examination should be chosen carefully. The self-assessment quizzes are for personal evaluation only and are not related to the final examination results.
  2. Participants who perform well in this course and receive the APO certificate will be given preference, on a merit basis, for selection to attend follow-up face-to-face multicountry APO projects on similar topics, when nominated by their NPOs and if slots are available. 
  3. Notes 1 and 2 are applicable only to participants from APO member countries. Participants from nonmember countries are welcome to take the course for self-improvement, although they will not have an opportunity to attend follow-up face-to-face multicountry APO projects. 
  4. Each module is in a prerecorded video format in which the expert delivers presentations by explaining each slide. Participants can access the video by clicking on the link provided under the title of each module.

Course Duration in Hours: 20 Hours
Skill Level: Beginner
Upcoming Course: No
New Course: Yes