Singapore National Employers Federation · Singapore National Employers Federation What is WSQ ?...

Singapore National Employers Federation

ILO/SKILLSILO/SKILLS--AP/Korea Regional AP/Korea Regional

Workshop Skills Training in the Workshop Skills Training in the

Workplace and QualityWorkplace and Quality

AssuranceAssurance

WSQ – Quality AssuranceSingapore Experience

20-23 Apr 2010

By Stephen Yee,

Director of Training and Asst Executive Director1


What is WSQ ?

The Singapore Workforce Skills Qualifications (WSQ) is a national credentialing

system. It trains, develops, assesses and recognises individuals for

competencies companies are looking for.

Key features•An occupational and competency-based system designed to build capabilities of industry •Singular and flexible training modules which can be taken as and when required; or built up to full qualifications •Assessment and certification are based on ability to demonstrate capabilities required by industry •Accessible to all workers and professionals •Recognise prior learning such as work experience and credentials •Qualifications and certifications are based on Industry-agreed standards •WSQ qualifications are comparable to credentials issued by international and local

awarding bodies.2


Key Benefits

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Quote from Bumiputra-Commerce Holdings

Berhad (CIMB) Bank

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Question & Answer

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ILO/SKILLSILO/SKILLS--AP/Korea Regional AP/Korea Regional

Workshop Skills Training in the Workshop Skills Training in the

Workplace and QualityWorkplace and Quality

AssuranceAssurance

Workplace Learning: Singapore Experience

20-23 Apr 2010

By Stephen Yee,

Director of Training and Asst Executive Director

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Generic Skills Training Generic Skills Training

Programmes and InitiativeProgrammes and Initiative

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�The Employability Skills System (ESS) was developed in 2004

�ESS was developed in close consultation with employers and industry

�Adopted from the US Comprehensive Adult Assessment System (CASAS)

�A set of 10 Foundational Skills and Critical Skills relevant across various industries

�Assessment is competency-based and leads to certification and a qualification

The Singapore Employability Skills System (ESS)

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Workplace Literacy and Numeracy

Information Communication Technologies

Problem-solving and Decision-making

Initiative and Enterprise

Communication & Relationship Management

Lifelong Learning

Global Mindset

Self Management

Work Related Life Skills

Health and Workplace Safety

Competency modules for these 10 employability skills are available at the Operations, Supervisory and Managerial level.25


Structure of the ESSStructure of the ESS

• The Workplace Literacy Series

– Covers individual’s ability to apply Listening, Speaking, Reading and

Writing skills in the workplace

• The Workplace Numeracy Series

– Covers the individual’s ability to use mathematics in a real-life context

• The Workplace Skills Series– Covers a range of generic workplace processes and skills.

– Range from “Information Communications Technologies” to “Health

and Workplace Safety”

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Singapore Employability Skills System (ESS)

- WPS

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• Total of 22 Training modules

• No formal appraisal process

• Training needs are determined by employer or referring agency

• 2 pathways – Training Pathway / Assessment-only Pathway

Learning & Personal DevelopmentLifelong Learning & Global Mindset

Workplace Safety & HealthHealth & Workplace Safety

Problem Solving & Decision MakingProblem Solving & Decision Making

Communication & Relationship ManagementCommunication & Relationship Management

Initiative & EnterpriseInitiative & Enterprise

Personal EffectivenessSelf-Management & Work Related Life Skills

Basic ICT Applications &

Workplace ICT ApplicationInformation Communication Technologies

Employability Skills Training Modules

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Workplace Skills SeriesWorkplace Skills Series

AssessmentAssessment--only Pathwayonly Pathway

• Allows an individual to achieve a WSQ qualification or SOA directly by attempting a challenge test without going through training.

• Conducted based on the skills, knowledge and attitudes already acquired by a candidate, irrespective of the manner these competencies were acquired.

• Benefits include:

� reduces training wastage

� promotes learning in all contexts

� avoids forcing adults to repeat learning that they have already mastered

Training PathwayTraining Pathway

•• Training & assessmentTraining & assessment

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Service Excellence WSQ

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Service Excellence Training ApproachService Excellence Training Approach

• Raise the profile of customer service jobs

through professionalising customer service

skills

• Increase the level of customer service standard in service industries

through training

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19 Competency Units aligned to SPRING Business Excellence Niche (Service)

Lead A Service Team

----

Build Relationships With

Customers

Develop and Customise

Service Offerings

----

Manage High Volume

Customer Contact And

Communication

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Manage Service

Operations

Customers

Implement Continual

Improvements in Service

Delivery

Manage Service

Improvement

----

Manage Performance

Management Processes

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Manage Service Supply

Chains

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Develop and Implement

Process to Benchmark and

Measure Service

Standards

Results

Provide GEMS Service

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Deliver Service Excellence

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Offer Customised And Personalised Service

Ops

Coach Service

Teams And

IndividualsSup

Manage Human

Resources To

Achieve Service

Excellence

Interpret And

Analyse Customer

Intelligence

Provide A Quality

Service

Environment

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Set Up Systems

And Strategies

That Support

Service

Innovation

Lead A Customer

Focussed

OrganisationMgr

PeopleInformationPlanningLeadership

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Tripartite Responses to Tackling

the Economic Downturn

• Tripartite Key Events and Responses

November 2008- Tripartite

Taskforce

- MEM Guidelines

- SPUR

April 2009

- TRUST Teams

January 2009- Revised NWC

Guidelines 2008/2009

- Budget 2009/Jobs

Credit Scheme

December 2008

- STF on Downturn

Measures

May 2009

- SPUR-JOBS

- Revised MEM

Guidelines

- NWC Guidelines

2009/2010

February 2009

- STF Dialogue

with PM

- PSP

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• Tripartite Guidelines to Managing Excess Manpower- Aim to help companies and workers cope with the sharp economic downturn

- Alternatives such as tapping on SPUR, redeployment of employees, implementation of alternative work arrangements and managing wage cost were laid out in the guidelines

- leadership by example, close consultation, transparency and trust between employers and workers/ unions essential

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• Skills Programme for Upgrading and

Resilience (SPUR) using WSQ

training courses- Help companies manage excess manpower and

reduce unemployment

- Encourage companies to send workers for training and

skills upgrading during the downturn

- Strengthens capabilities in labour market and prepare

for upturn

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Cut Costs, Save JobsHelp companies manage excess manpower and reduce unemployment / under-employment

Reskill & Upskill

Help local workers upgrade skills and convert to new jobs

Build Capabilities for RecoveryStrengthen capabilities in labourmarket and prepare for upturn

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• Singapore Tripartism Forum (STF)- Designed to strengthen tripartism through a more

structured framework

- Platform for tripartite partners to table concerns and

work together more effectively

- STF Dialogue on Managing Manpower Challenges in

the Economic Downturn and STF on “Saving Jobs and Creating Growth in a Global Downturn” were organised

in Dec 2008 and Feb 2009 respectively

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• National Wages Council Guidelines

2008/2009

- Reconvened in Jan 2009, revised its

recommendations, focusing on cutting cost to save jobs

through:

a) Adopting MEM Guidelines

b) Tapping on SPUR

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• Jobs Credit Scheme

- Introduced during the Singapore Budget 2009

- Aims to help businesses tide over cash-flow difficulties

and avoid retrenching workers

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• Professional Skills Programme (PSP)

- Falls under SPUR

- Comprises skills conversion and skills upgrading for

PMETs

- Skills conversion programmes help PMETs acquire news skills in growth sectors

- Skills upgrading programmes help PMETs improve their skills and employability with the same industry

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• Tripartite Upturn Strategy Teams

(TRUST Teams)

- To raise awareness and address queries relating to the

full range of downturn measures

- To provide advice and guidance on the implementation

of the measures

- To seek feedback on the sufficiency and effectiveness of the measures and whether refinements and/or new

measures are needed

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• PSP Traineeships (TRUST Teams)- Aims to develop manpower capabilities by building a

stronger skills base for specific growth sectors

- Lowers the attrition of skilled manpower in these

sectors

• SPUR-JOBS Scheme

- Encourages companies to recruit and retain local

through funding

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• NWC Guidelines 2009/2010 and

Revised MEM Guidelines

- Both issued in May 2009

- Provide guidelines to assist companies in relations to the worsening economy and prospects of a prolong

recession

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SNEF Initiatives during the

Economic Downturn

• SPUR@SNEF

- Set up under the SNEF Training Institute to promote

SPUR training to employers

- Offers a wide array of about 80 WSQ courses catered

for both PMETs and rank-and-file workers

- SNEF also offers training courses for business needs

such as customer service, financial management, human resource/industrial relations, health and workplace health

promotion etc

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Economic Downturn

• WSQ HR- Covers core HR competencies for HR professionals

- Modules covered include recruitment and selection, job design, interview and hiring skills, wage restructuring etc

• HR/IR Courses

- Covers HR skills and knowledge in various HR functions

- Courses covered include salary and benefits administration, understanding employment/labour laws, drafting employment contracts, HR/IR negotiations, payroll administration, performance apprasial etc

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Economic Downturn

• SMEHR@SNEF- A advisory and information service for SMEs

- HR Capability Package, aims to help SMEs address HR capability gaps and provides HR framework, guidelines, tools and templates

- Conducts Materials Familiarisation Trainings for companies requiring familiarisation in the application of the package

- Conducts focus group sessions for HR practitioners to address the needs of SMEs in employment legislations/ practices and HR management issues

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Economic Downturn

• SNEF Research Surveys/Publications- Keep employers informed for their appropriate implementation of measures

- Coverage primarily on responses to downturn measures and wage-related issues

- Customised salary and benefits publications for SMEs, on top of standard salary and benefits publications, covering salary information, benefits offered by companies, tripartite guidelines and advisories, latest developments on labour legislation

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In Summary

• SPUR enables companies to prepare

themselves in terms of skills level and work

competencies

• HR function instrumental to keeping companies

afloat during this economic downturn

• Push for training and HR development remain

crucial in any economic climate

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Did SPUR Helps Companies and

Individuals?

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Quotes from the Tripartite Leaders

Mr Gan Kim Yong, Minister of Manpower

Mr Stephen Lee, President of SNEF

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Strong Growth in Q1 2010

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Singapore GDP

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Interesting WSQ Column

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Question & Answer

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