Course Information

Introduction

This five-day course teaches practical methods to run and improve service operations. You will learn how to link strategy, processes, people, and metrics to deliver consistent service. Workshops and case work cover capacity and demand planning, SLA design, incident and problem handling, and continuous improvement. Participants finish with a prioritized action plan and tools they can apply immediately.

Objectives

1. Map end-to-end service processes and identify bottlenecks, handoffs, and non-value work.
2. Define measurable SLAs and translate them into operational targets and actions.
3. Create capacity and demand plans, including staffing models and shift patterns to meet targets sustainably.
4. Build operational dashboards with core KPIs, thresholds, and escalation rules to run the service.
5. Lead structured improvement cycles: design pilots, measure outcomes, and scale effective changes.

Who Should Attend?

1. Service Operations Manager
2. Contact Centre or Customer Service Manager
3. Operations / Performance Analyst
4. Process Improvement Lead (Lean, Six Sigma, or Continuous Improvement)
5. Program or Delivery Manager responsible for service transitions or ongoing operations

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.