Business Operations - Operations Design
Course ID: 260209 0101 896Proj
Course Dates : 09/02/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Organisational Effectiveness Performance Management Professional Practice & Standards Strategic Management
Course Certified By: Projacs Academy & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Date has passed please contact us Sales@e-s-hub.com
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.
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.
Course 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.
Week 1
Day 1 – Foundations of Operations Design
1. Introduction to Operations Design
- Purpose of an operating model
- Operational value creation
- Aligning operations with business strategy
2. Understanding Business Processes
- End-to-end process thinking
- Identifying process boundaries
- Recognising customer touchpoints
3. Process Mapping Techniques
- Process flowcharts
- SIPOC methodology
- Identifying handoffs and bottlenecks
Day 2 – Designing the Operating Model
1. Operating Model Components
- Organisational structure
- Roles and responsibilities
- Decision rights and accountability
2. Governance Frameworks
- Governance principles
- Escalation pathways
- Performance oversight
3. Process Standardisation
- Standard operating procedures (SOPs)
- Process consistency
- Documentation standards
Day 3 – Operational Performance Management
1. Defining Operational KPIs
- Efficiency measures
- Quality indicators
- Customer service metrics
2. Dashboard Design
- Selecting meaningful metrics
- Visual performance reporting
- Exception and escalation reporting
3. Performance Review
- Monitoring operational performance
- Root cause analysis
- Continuous improvement actions
Day 4 – Capacity Planning and Resource Management
1. Capacity Planning Fundamentals
- Capacity versus demand
- Resource utilisation
- Workload forecasting
2. Workforce Planning
- Staffing requirements
- Backlog management
- Service level targets (SLAs)
3. Operational Risk Assessment
- Identifying operational risks
- Capacity constraints
- Mitigation planning
Day 5 – Operations Design Implementation
1. Implementation Planning
- Phased implementation approach
- Pilot programme design
- Transition planning
2. Change Management
- Stakeholder engagement
- Communication planning
- Managing operational adoption
3. Practical Operations Design Workshop
- Developing an operations design blueprint
- Presenting implementation plans
- Course review, feedback and action planning
