Module 1: Oral Communication in Business [60hrs]
This module introduces the visual, vocal and verbal elements of oral communication. Special attention is given to oral presentation skills in which students are taught how to deliver a speech to an audience. Students will be taught on how to make presentations of a descriptive, narrative, informative and persuasive nature based on scenarios set in a business context.
Module 2: Effective Business Writing Skills [60hrs]
This module aims to equip students with the necessary effective writing skills and provide them the foundation for better writing capacity in English. Students are taught the appropriate use of the English Language, with emphasis on grammar, syntax and structure. The module also provides students with the skills necessary to carry out written communications in business such as letter and memorandum writing, proposals and report writing.
Module 3: IT Applications in Business [60hrs]
This module provides students with the ability to utilize software tools for business, developing students with advanced word & spreadsheet application capabilities and effective use of presentation application tool. Students will have a better understanding and hands-on practice of integrating these tools in deploying meaningful business scenarios through projects and cases.
Module 4: Principles of Management [60hrs]
This module introduces the essential theories of both management and organisational behaviour and its applications at the workplace. Topics covered include the managerial functions of planning, organising, co-ordinating, directing, influence and control as well as an introduction to organisation dynamics such as personality, attitudes and perceptions, learning and motivation, team building and leadership.
Module 5: Principles of Economics [60hrs]
This module aims to provide students with an understanding of the basic principles of economics and the framework of economic reasoning as applied in business. Topics covered include the principles of demand and supply, theory of the firm, production costs, profit maximisation, market structures, inflation and unemployment, monetary and fiscal policies and foreign exchange.
Module 6: Principles of Marketing [60hrs]
This module provides students with an understanding of the fundamental principles and concepts of marketing. Topics include marketing philosophies, differences between consumer and business markets, marketing mix strategies, basic market research skills for analysing market opportunities and the concept of marketing through electronic media.
Module 7: Principles of Accounting [60hrs]
This module provides students with an understanding of the basic concept and principles of accounting covering service and merchandising enterprises in the forms of sole proprietorships and companies. Topics covered include fundamental accounting principles, accounting for assets and liabilities, and measurement of profits. Students will also learn to interpret financial statements through the use of financial ratios.
Module 8: Human Resource Management and Practices [60hrs]
This module introduces human resource as a dynamic function within an organization. It covers various aspects of HR practices such as recruitment, selection and placement, orientation, human resource planning, performance appraisal, compensation and benefits administration, human resource development and employee relations.
Module 9: Business Law [60hrs]
This module examines key areas relating to business law in Singapore. The module begins with an introduction to the Singapore legal system, its court structure and the various sources of law. Subsequently, students will learn about the law of contract, agency and sale of goods. Students will also be provided an introduction to the law relating to intellectual property in Singapore.
Module 10: Principles and Practices of CRM [60hrs]
This module reinforces the concepts and theories of CRM as a key strategic process for organisations. It provides the students with the knowledge, skills and CRM-based strategies needed to enhance and manage customer relationships. Through case studies and scenario-based learning, students will be taught to understand and apply the basic CRM analytical techniques and tools, CRM technology, and integrated CRM solutions. It also introduces the use of CRM systems to enhance the effectiveness of CRM implementation.
Module 11: Contact Centre Management [60hrs]
This module introduces the roles and concepts of Contact Centre and Contact Centre Management in the business environment. It provides students with the knowledge and skills on the essential aspects of managing contact centres. Topics covered include the basic elements of a contact centre, info-telecommunication technology deployed in a contact centre, customer service and customer relationship management using contact centre technology, operational aspects of contact centre, such as performance measurement in a contact centre, forecasting and scheduling, staff recruitment and training, service level management etc.
Module 12: Consumer Behaviour [60hrs]
This module provides students with an understanding of the role and applications of consumer behaviour in the market place. It covers fundamental concepts of how consumers make decisions in an ever changing and dynamic environment. The module explores both the external and internal influences and explains how these influences shape consumer behaviour. Topics covered include cultural values, group dynamics, perception and motivation including the influence of branding in the consumer decision process.
Module 13: Service Operations and Quality Management [60hrs]
This module provides an understanding of the management of service industries and how to turn business policy and objectives into reality. Core topics include the operational issues of a service industry, including, demand and forecasting, capacity and facility management and scheduling of activities. This module will also provide students with the understanding of service quality management such as the measurement of service quality and the cost of quality. The module will discuss the various approaches to quality including ISO 9000 and total quality management approach. Specific techniques and initiatives such as Kaizen, quality circles, Ishikawa and Six Sigma are also introduced.
Module 14: Service Management and Innovation [60hrs]
This module introduces students to the nature and characteristics that distinguish services from goods. It examines the definition of the service concept and the idea of service classifications. Students will also understand customer logic in relationship marketing and the promotion and pricing of services. Areas such as customer satisfaction, complaint management and service guarantees will be covered. Finally, the module also looks at the role of human resource practices in service organisations covering topics such as empowerment and managing stress. The module will cover some aspect of research techniques that are applicable to service industry.
Module 15: Business Process and Outsourcing [60hrs]
This module provides students with an understanding of business process management and the growing trend and development in business process outsourcing (BPO) as a driver to achieve competitive advantage, enhance revenue and profits. Students will be introduced to the business of BPO from the perspectives of both the users and providers. Practical examples of services that can be outsourced will be examined. Best practices of outsourcing and key issues, such as selecting the appropriate process to source, structuring the service agreement, pricing, quality assurance and performance standards will be covered.