Course Information

Introduction

This five-day course covers the design of business operations that deliver consistent outcomes. You will learn practical methods to map processes, set governance, choose the right metrics, and size capacity. The emphasis is on tools and templates you can use immediately. The course is aimed at teams redesigning operations or preparing for growth and greater reliability.

Objectives

1. Map and document end-to-end processes to expose handoffs, waste, and failure modes.
2. Design an operating model (roles, responsibilities, decision rights, governance) aligned to strategy and customer outcomes.
3. Define and prioritize operational metrics and build a straightforward dashboard for control and escalation.
4. Build basic capacity-and-demand models and translate them into staffing, backlog and SLA targets.
5. Prepare a phased implementation plan with pilots, risks, and change-management actions to embed the design.

Who Should Attend?

1. Head of Operations / Operations Director
2. Operations Manager or Service Delivery Manager
3. Process Improvement Lead, Lean or Six Sigma practitioner
4. Program or Project Manager leading operational change
5. Product Operations, Platform Operations or IT Service Manager

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.