Executive Workshop "Economic Downturn Power Kit: Creating 'Wow' Customer Experience Through Design Thinking" - HKU SPACE: Innovation, Creativity and Entrepreneurship, Hospitality, Tourism & Events courses
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Class arrangement during COVID-19

The COVID-19 situation may still be fluid and constantly affect class arrangements in the coming months. The health and safety of our students will always be our top priority. To ensure that students’ academic progress is not affected, the School may substitute face-to-face classes with online teaching if necessary in the event that face to-face classes cannot be held. Our respective Programme Teams will contact the students concerned with details of such arrangements as necessary.

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Executive Workshop "Economic Downturn Power Kit: Creating 'Wow' Customer Experience Through Design Thinking"
逆境自強工作坊:設計思維創造 ‘Wow’ 顧客體驗

New Course
Course Code
MGNT9343
Application Code
1845-4170NW
Study mode
Part-time
Start Date
To be advised
Duration
7 hours
Language
English supplemented with Cantonese
Course Fee
HK$1,980
We also offer customised corporate training workshop on Design Thinking. You are most welcome to contact us at 2867 8318 for details.

Design Thinking is a powerful tool for breakthrough business strategies during economic downturn. This workshop is specially designed for business executives working in all sectors and industries, service sectors in particular, to revive their sluggish business growth during difficult times. Students will be able to discuss key theories of DesignThinking, experience key Design Thinking tools in various cases, innovate and apply Design Thinking in different scenarios for problem-solving in relation to customer service experience.

DT

Design-thinking approaches would help managers in the service sectors to breakthrough their blind spots during innovation process and improve the business performance. This intensive 7-hour workshop focuses on creating a business strategy that transforms the customer journey,  empirical case-studies in Hong Kong and around the world will be drawn for discussion and analysis. 

 

Workshop Objectives

This workshop is specially designed for business executives working in all sectors and industries, service sectors in particular, to revive their sluggish business growth during difficult times like economic downturn. Students will be able to:

  • Discuss key theories of Design Thinking
  • Experience key Design Thinking tools in various cases
  • Innovate and apply Design Thinking in various scenarios for problem-solving in relation to customer service experience

     

Workshop Agenda
 

Session

Contents 

1

Discovering unmet, hidden and potential demands of target market

  • Understand the best practice of Design Thinking method for developing WOW customer experience
  • Discover the power of Human-Centered approaches for identifying the blind spot(s) and breakthrough point(s) of existing services  
  • Realize the multi-layers business values of your services through Stakeholder Map

2

Identifying a right value and moment to initiate WOW products & services 

  • Consolidate the critical demands of service users through Empathy Map technique
  • Discover the moment-of-truth and micro moment of your targeted service users through Customer Journey Mapping
  • Maximize the service value and minimize the operation resources through the technique of Point of View

3

Developing new value proposition and customer experience strategies

  • Develop different levels of breakthrough (or disruptive) service design through How Might We technique
  • Evaluate the business impact of innovative services through the technique of 5i model of Connections  
  • Develop new value proposition, service strategies and new customer experience standard/expectations through Service Model Canvas

4

Designing the High ROI service operating procedures for sustaining business growth during economic downturn

  • Develop new service procedures and value-added approaches through and Service Blueprint
  • Evaluate the weakness, blind-spots, improvement areas of their innovative services through Feedback Capture Grid  
  • Enhance the scalability of their innovative services through Assumption Testing

 Empirical case-studies in Hong Kong and around the world will be drawn for discussion and analysis when delivering the above topics.

 

Who Should Attend

  • The middle and senior management in hospitality industry
    1. Business Executives;
    2. Team Leaders / Unit Heads;
    3. Customer Service Managers;
    4. Sales and Marketing Managers;
    5. Frontline Sales Supervisors

 

tutor

David Chung Photo

Mr. David Chung

Mr. David Chung is the Founder of InnoEdge Consulting. He has led over 30 business transformation projects and conducted over 250 training classes of design thinking and business innovation in Hong Kong, China and Asia.  He also serves as the Chairman of the Hong Kong Innovation Management Institute.

 

 

 

 

Statement of attendance

A STATEMENT OF ATTENDANCE from HKU SPACE will be issued to all students who have successfully completed the workshop.

Application Code 1845-4170NW -

Days / Time
  • Saturday, 9:30am - 12:30am (3 hours), 2:00pm - 6:00pm (4 hours)
Course Fee
  • Course Fee : HK$1,980
  • Alumni Rate : HK$1,800 (Application to be submitted in the Learning Centre)
  • Early Bird Rate : HK$1,800 (Application to be submitted on or before 16 Oct 2020 in the Learning Centre)
  • Group Rate : HK$3,600 (Package for 2 persons or more should be enrolled in the Learning Centre under the same transaction)

Application Form Download Application Form

Enrolment Method

HKU SPACE provides 24-hour online application and payment service for students to make enrolment for most open admission courses (courses enrolled on first come, first served basis) and selected award-bearing programmes via the Internet.  Applicants may settle the payment by using either PPS, VISA or Mastercard online.

  1. Complete the online application form

    Applicant may click the icon Apply Now on the top right hand corner of the programme/course webpage to make online application, and then follow the instructions to fill in the online application form.

    Some programmes/courses may be admitted by selection, and may require applicants to provide electronic copy of any required documents (e.g. proof of qualification) as indicated on the programme/course webpage.  Only file format in doc, docx, jpg and pdf are supported. 

  2. Make Online Payment

    Pay the programme/course fees by either using:

    PPS via Internet - You will need a PPS account and a PPS Internet password. For information on how to open a PPS account and how to set up a PPS Internet password, please visit http://www.ppshk.com.

    Credit Card Online Payment - Course fees can be paid by VISA or Mastercard including the “HKU SPACE Mastercard”.

To know more about online enrolment and payment, please refer to the user guide of Online Enrolment and Payment:

 

In Person / Mail

For first time enrolment

Applicants must provide all the required information on the application form and any additional information as required after the intial application assessment. Otherwise the School may not be able to process the admission/enrolment further.

  1. For first come, first served short courses, complete the Application for Enrolment Form SF26 and bring or post the completed form(s), together with the appropriate application/course fee(s) and any required supporting documents to any of the HKU SPACE enrolment centres.  
  2. Award-bearing and professional courses may require other information. Forms are usually available at the enrolment centres or on request from programme staff. Bring or post the completed form(s), together with the appropriate application/course fee(s) and any required supporting documents to any of the HKU SPACE enrolment centres.

For continuing enrolment in the same course

In person or by post
  1. The standard ‘Enrolment/Payment Slip’ is designed for students of award-bearing programmes or remaining programmes in a suite of programmes requiring continuing enrolment and it applies to most programmes.
  2. Students should complete the “Enrolment/Payment Slip” which will be made available by relevant programme staff and return the slip to any HKU SPACE enrolment centre or post it to the relevant programme staff with appropriate fee payment.

If you are in doubt about the procedures, please check the individual course details, or contact our programme staff or enrolment centres. 

Please note the followings for programme/course enrollment:

  1. To make an application online, you will need a computer with connection to the Internet and a web browser with JavaScript enabled. Internet Explorer 5.01 or above is recommended for the web browser.
  2. Applicants should not leave the online application idle for more than 10 minutes.  Otherwise, applicants must restart the application process.
  3. Only S-MILES and Early Bird Discount are supported in Online Applicants (Application).  To enjoy other types of discount, please visit one of our enrolment centres.
  4. During the online application process, asynchronous application and payment submission may occur.  Successful payment may not guarantee successful application.  In case of unsuccessful submission, our programme staff will contact you shortly.
  5. Applicants are reminded that they should only apply for the same programme/course once through counter or online application.
  6. For online enrolment, payment confirmation page would be displayed after payment has been made successfully.  In addition, a confirmation email would also be sent to your email account.  You are advised to keep your payment confirmation for future enquiries.
  7. Fees paid are not refundable except as statutorily provided or under very exceptional circumstances (e.g. course cancellation due to insufficient enrolment).
  8. If admission is by selection, the official receipt is not a guarantee that your application has been accepted.  We will inform you of the result as soon as possible after the closing date for application.  Unsuccessful applicants will be given a refund of programme/course fee if already paid.

Disclaimer

The School provides a platform for online services for a selected range of products it offers. While every effort is made to ensure timeliness and accuracy of information contained in this website, such information and materials are provided "as is" without express or implied warranty of any kind. In particular, no warranty or assurance regarding non-infringement, security, accuracy, fitness for a purpose or freedom from computer viruses is given in connection with such information and materials.

The School (and its respective employees and subsidiaries) is not liable for any loss or damage in connection with any online payments made by you by reason of (i) any failure, delay, interruption, suspension or restriction of the transmission of any information or message from any payment gateways of the relevant banks and/or third party merchants for processing credit/debit/smart card or other payment facilitation mechanism; (ii) any negligence, mistake, error in or omission from any information or message transmitted from the said payment gateways; (iii) any breakdown, malfunction or failure of those gateways in effecting online payment service or (iv) anything arisen out of or in connection with the said payment gateways, including but not limited to unauthorised access to or alternation of the transmission of data or any unlawful act not permitted by the law.

Payment Method
1. Cash or EPS

Cash or EPS are accepted at any HKU SPACE Enrolment Centres.

2. Cheque or bank draft

Course fees can also be paid by crossed cheque or bank draft made payable to “HKU SPACE”. Please write the programme title(s)  and the applicant’s name on the back of the cheque. You may either:

  • in person by submitting the payment, completed form(s), and required supporting documents to any of our enrolment centres; or
  • by mailing the above documents to any of our enrolment centres, specifying “Course Application” on the envelope. 
3. VISA/MasterCard

Course applicants, who are holders of HKU SPACE Mastercard, can enjoy a 10-month interest-free instalment period for courses of HK$2,000 and over. For enquiries, please contact our enrolment centres.

4. Online payment

Online payment for short courses (first come, first served) and selected award-bearing programmes is available using PPS, VISA or Mastercard. Please refer to the Online Services page on the School website.

Notes

  1. For general and short courses, applicants may be required to pay the course fee in cash or by EPS, Visa or Mastercard if the course is to start shortly.
  2. Fees paid are not refundable except under very exceptional circumstances (e.g. course cancellation due to insufficient enrolment), subject to the School’s discretion. In exceptional cases where a refund is approved, fees paid by cash, EPS, cheque or online PPS will be reimbursed by a cheque; fees paid by credit card will be reimbursed to credit card account used for payment.
  3. In addition to the published fees, there may be additional costs associated with individual programmes. Please refer to the relevant course brochures or direct any enquiries to the relevant programme teams for details.
  4. Fees and places on courses are not transferrable. Once accepted onto a course, the student may not change to another course without approval from HKU SPACE. A processing fee of HK$120 will be levied on each approved transfer.
  5. HKU SPACE will not be responsible for any loss of payment, receipt, or personal information sent by mail.
  6. For additional copies of receipts, please submit a completed form, a sufficiently stamped and self-addressed envelope, and a crossed cheque for HK$30 per copy made payable to ‘HKU SPACE’ to any of our enrolment centres. Such copies will normally be issued at the end of a course.