OPERATIONAL EXCELLENCE TRAINING

We have extensive experience working with organisations to improve their operational, service and quality excellence.  In all cases, this improvement has required us to train operational staff and leaders on the concepts and application of Operational Excellence.  We have built a rich selection of Operational Excellence courses that can be offered in isolation, or as part of an integrated Operational Excellence programme.

Our Operational Excellence courses draw on best practices found in Operations Management, Lean Six Sigma, Theory of Constraints, Quality Management, A3 Problem Solving, Organisational Change Management and Project Management.

The OE Executive Overview course is aimed at an organisation’s executive and senior leadership team. It provides the audience with a good understanding of the need for Operational Excellence and a typical OE journey. 

The OE Executive Overview course is an important element in gaining executive buy-in and commitment to a journey to Operational Excellence.

Format

Duration

Audience

Classroom Based

1 Day

Executive & Senior Management

Topics Covered

  1. Introduction to Operational Excellence
  2. Striving for Operational Excellence in an Organisation
  3. Brand, Customer Experience and Processes
  4. Operational Excellence Leadership
  5. Sense of Purpose
  6. Creating a Service Culture
  7. Voice of the Customer
  8. Process Visualisation
  9. Intrapersonal Skills for Operational Excellence

The OE Foundation course lays the foundational thinking that the rest of the OE courses build upon.  It introduces the learners to the need for Operational Excellence in an organisation as well as the workings of an integrated OE Programme.  It then goes on to challenge their thinking about who they are as servant leaders and their role in managing processes and process resources. 

Format

Duration

Audience

Classroom Based

3 Days

Operational Managers, Team Leaders & Support Staff

Topics Covered

  1. Introduction to Operational Excellence
  2. Striving for Operational Excellence in an Organisation
  3. Brand, Customer Experience and Processes
  4. Operational Excellence Leadership
  5. Sense of Purpose
  6. Creating a Service Culture
  7. Voice of the Customer
  8. Process Visualisation
  9. Intrapersonal Skills for Operational Excellence

The Problem-Solving course introduces the learner to the importance of building a Continuous Improvement culture in an organisation.  It then takes the learner through the popular A3 problem-solving methodology which can be used to solve less complex process problems.

Learners who want to solve more complex process problems are encouraged to do the Lean Six Sigma Green Belt course.

Format

Duration

Audience

Classroom Based

2 Days

Operational Managers, Team Leaders & Staff

Topics Covered

  1. Continuous Improvement
  2. A3 Problem Solving
  3. DMAIC Overview (optional)

The Process Understanding & Management course provides the learner with a good understanding of how processes work, how to determine the critical process inputs, how to govern process changes and how to manage process performance and critical inputs on a day to day basis.

Format

Duration

Audience

Classroom Based

4 Days

Operational Managers & Team Leaders

Topics Covered

  1. Process Visualisation
  2. Operational Excellence Process Roles
  3. Process Change Governance
  4. Process Input & Risk Assessment
  5. Process Standardisation & Standard Operating Procedures
  6. Process Stability & Capacity Management
  7. Workforce Capacity Management
  8. Workforce Productivity Management

The OE Awareness course is completed online by all staff members. It lays down a general awareness of the Operational Excellence principles and is useful in creating a common dialogue in an organisation.

Format

Duration

Audience

Topics Covered

Online

2 Hours

All Staff

  1. Introduction to Operational Excellence
  2. Continuous Improvement
  3. Customer Experience and Process
  4. The Organised Workplace (5s)
  5. Waste
  6. Lead and Cycle Time
  7. Process Visualisation

The Management by Metrics course establishes a good understanding of the basic data principles required to effectively manage an operational environment.

It introduces important principles such as the normal distribution, central tendencies, variation, standard deviation and the different distribution types found in operations.  It then goes on to teach the learner how to interpret different graph types as well as how to build a management by metrics framework for their operational area.  Finally, it provides the learner with an understanding of the most commonly used operational metrics.

Format

Duration

Audience

Classroom Based

2 Days

Operational Managers, Team Leaders & Support Staff

Topics Covered

  1. Understanding Data
  2. Graphical Data Analysis
  3. Management by Metrics Basics
  4. Process Duration Measurements
  5. Cost per Transaction Measurements
  6. Call Centre Metrics (optional)

The Quality Management course introduces the learner to the importance of quality in providing an excellent service and reducing operational costs.  It also teaches the learner about measuring quality, calibrating measurement systems, determining optimal sampling sizes and executing quality management in an organisation.

Format

Duration

Audience

Classroom Based

2 Days

Operational Managers, Team Leaders & Quality Management Staff

Topics Covered

  1. Introduction to Quality
  2. Measuring Quality
  3. Establishing a Quality Management System

The Process Optimisation course teaches the learner how to optimise process performance by organising their workplace, identifying and eliminating waste and optimising how work flows through the process to improve customer lead time.

Format

Duration

Audience

Classroom Based

2 Days

Operational Managers & Team Leaders

Topics Covered

  1. The Organised Workplace (5s)
  2. Identifying and Eliminating Waste
  3. Process Flow Optimisation

Please contact us to discuss your Operational Excellence training and mentoring needs