Who should attend?

Individuals involved in improvement projects, processes identification, work design, productivity improvement or quality auditing initiatives.

Programme Overview

The objective of an organization is to provide service and products, which satisfy the customer and create value for them. A product and service designed are based on the customer feedback and requirement of the market. Service Operations design is where the Service is broken down into parts, which further can be helpful in the actual delivery process and improved upon analysis.

Objectives

This course is concerned with improving processes and designing facilities for service businesses such as banks, health care organizations, telephone call centers, restaurants, and transportation providers. Major topics in the course include the design of service processes, layout, and location of service facilities, demand forecasting, demand management, employee scheduling, service quality management, and capacity planning

Methodology

This course leverages a variety of learning tools including individual exercises, group discussions, case studies and videos

Course Outline

Module 1 - Process definitions and elements

• Process definition

• Process approach to improvement

• Advantages of process mapping

• Elements of a process

• Benefits of process maps

• Attributes of a process map:

o Identifying the customer

o What is critical to their satisfaction

o Obtaining process performance data

o How well do our processes satisfy their needs

o The business value chain

o Dining process efficiency and effectiveness

o Stakeholders analysis

Module 2 - Process analysis and improvement

• Customer-oriented processes

• Support oriented processes

• Management processes

• Diagnosis of a process

• Analyzing and improving a process

• The turtle diagram

• Using process maps to identify root causes

• Twelve cornerstone tools to process streamlining

• Problem-solving techniques

• Process auditing as a tool for continuous improvement

• Process mapping in six sigma projects

Module 3 - Understanding the process approach as per international quality standards

• Understanding the process approach

• Process characteristics

• The Plan, Do, Check, Act (PDCA) approach

• Opportunities in terms of reducing cycle time and defects

• Non-value added explained

Module 4 - Process measurement and benchmarking

• The need to measure

• Process Key Performance Indicators (KPIs)

• Benchmarking and the balanced scorecard

Module 5 - Understanding the process approach as per international quality standards

• Understanding the process approach

• Process characteristics

• The Plan, Do Check, Act (PDCA) approach

• Opportunities in terms of reducing cycle time and defects

• Non-value added explained

Quality systems and Process management

Key Points