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

e-Learning or Classroom Based

2 Days (Classroom)

Executive & Senior Management

Topics Covered

  1. OE Overview
  2. Brand, Customer Experience & Process
  3. Understanding Process Inputs & Outputs
  4. Introduction to Client Centricity
  5. Challenging our Thinking
  6. Systems Thinking
  7. Internal Service Culture
  8. The Learning Organisation
  9. Introduction to Personal Mastery
  10. Servant Leadership & Empowerment
  11. Creating a Sense of Purpose
  12. Understanding the OE Learning Process
  13. OE Structures, Roles & Responsibilities
  14. Running an OE Programme

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

e-Learning

Duration

2 Hours

Audience

All Staff

Topics Covered

  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 Fundamentals of OE 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 relationship between an organisation’s brand, customer experience and processes. It then explains process inputs and outputs in more details before ending with a section on customer centricity.

Format

Duration

Audience

e-Learning or Classroom Based

1 Day (Classroom)

Operational Managers, Team Leaders, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. Introduction to Operational Excellence
  2. Brand, Customer Experience and Processes
  3. Understanding Process Inputs & Outputs
  4. Introduction to Customer Centricity

The OE Enablers course is all about the cultures and behaviors of Operational Excellence. Along with the Fundamentals of OE course, it lays the foundational thinking that Operational Excellence is built on.

Format

e-Learning or Classroom Based

Duration

2 Days (Classroom)

Audience

Operational Managers, Team Leaders, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. Challenge our Thinking
  2. Systems Thinking
  3. Internal Service Culture
  4. The Learning Organisation
  5. Personal Mastery
  6. Servant Leadership & Empowerment
  7. Creating a Sense of Purpose

The Voice of the Customer covers the topics of engaging with, and listening to, your customers and key stakeholders.

Format

e-Learning or Classroom Based

Duration

1/2 Day (Classroom)

Audience

Operational Managers, Team Leaders, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. Introduction to Voice of the Customer
  2. Introduction to SERVQUAL
  3. Net Promoter Score
  4. Gathering & Incorporating Customer Insights

The Process Visualisation course teaches the learner the different techniques to document and map processes. Process visualisation is especially important in a service environment where a lot of the process is not obvious.

Format

e-Learning or Classroom Based

Duration

1 Day (Classroom)

Audience

Operational Managers, Team Leaders, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. The need for process visualisation
  2. Value Chain mapping
  3. ME2VC mapping
  4. Journey & Moment Mapping
  5. SIPOC mapping
  6. Value Stream Mapping
  7. Process Flow mapping
  8. Standard Operating Procedures (SOPs)

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, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. Introduction to Management by Metrics
  2. Understanding Data
  3. Graphical Data Analysis
  4. Establishing a Visual Management System
  5. Populations & Samples
  6. Regression & Hypothesis Analysis
  7. Lead, Cycle & Takt Time
  8. Process Efficiency
  9. Process Stability & Capability
  10. ABC & Cost per Transaction Measurements
  11. 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, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. Introduction to Quality
  2. Measuring Quality
  3. Mistake Proofing
  4. Quality Management in an Organisation

The OE in the Organisation course teaches the learner how to successfully design, launch and run and OE initiative in an organisation.

Format

e-Learning or Classroom Based

Duration

1 Day (Classroom)

Audience

Operational Managers & Continuous Improvement Leads

Topics Covered

  1. Understanding the OE Learning Process
  2. OE Structures, Roles and Responsibilities
  3. Process Change Management
  4. Running an OE Programme

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, Continuous Improvement Leads & All Staff (optional)

Topics Covered

  1. The Organised Workplace (5s)
  2. Identifying and Eliminating Waste
  3. Identifying & Screening Process Inputs
  4. Batch vs. Continuous Processing
  5. Identifying & Managing Constraints
  6. Identifying & Mitigating Input Risks

An optimal workplace requires the right number of staff, with the right skills, in the right place, at the right time, working at a sustainable rate. This course teaches the learner the principles of workforce capacity management as well as workforce productivity management.

Format

e-Learning or Classroom Based

Duration

2 Days (Classroom)

Audience

Operational Managers, Team Leaders, Continuous Improvement Leads & Workforce Planners

Topics Covered

  1. The Capacity & Productivity Management Process
  2. Understanding & Calculating Workforce Capacity
  3. Understanding & Calculating Workforce Productivity
  4. Linking Capacity, Productivity & Quality

The Problem-Solving & Innovation course introduces the learner to the importance of building a culture of Continuous Improvement and Innovation 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

e-Learning or Classroom Based

Duration

2 Days (Classroom)

Audience

Operational Managers, Team Leaders, Quality Management & Staff

Topics Covered

  1. Continuous Improvement
  2. Innovation
  3. A3 Problem Solving
  4. Lean Six Sigma DMAIC Overview

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