Operations Excellence

We live and work in an era of accelerating change with rapidly evolving economy.  In order to gain competitive advantage, companies more than ever need integrated value chains and an ability to continuously improve their operations that provide the speed, precision and flexibility to quickly unlock new sources of value and radically reduce costs. 

An efective operating model combines digital technologies and process-improvement capabilities in an integrated, sequenced way to drastically enhase customer journeys, service quality and internal processes.

During this intensive course you will learn how to design and implement effective practices to improve your operations in order to gain significant competitive advantage. Special attention will be given to topics including operations strategy, process improvement, service quality, technology in operations and risk management.

This course is designed for executives and managers from services and manufacturing sectors.

The Course will consist of theoretical lectures combined with highly interactive workshops, simulations and case studies.

The project work will be given to participants in order to apply the skills and practical tools learned during the first part of the course - operations strategy, process improvement and service quality. It is expected that each participant chooses either management business process or customer related business process from participant’s day-to-day operations and makes an analysis of the particular process. Assignment will be open to peer review and feedback from the teaching staff.

The course will address the following challenges:

1. Operations Strategy - within organisations a distinction is often made between issues which are operational and those which are strategic. Too often the operation is seen as a cost centre which focusses on reducing delivering customer service at the lowest possible price. Whilst this objective is necessary, it is not sufficient to ensure the long-term success of an organisation. Successful companies develop an ‘operations strategy’ which creates a direct link between the strategic priorities of the company and the operations function. In this session participants will discuss operations strategy, linking the requirements of the customer, the operational capabilities of the company, and the overall strategy.
2. Process Improvement - ­to be competitive it is necessary for organisations to continuously evolve and improve their operations. In this session the principles of lean and process improvement will be presented within the context of a business simulation.
3. Service Quality - customers make judgements about their intention to repurchase a service based on their experience. At a minimum, building customer loyalty requires organisations to ensure that they satisfy their customers’ demands, however to be truly successful you need to delight your customer. In this session we look at how to manage customers’ expectations, delivery quality service and create customer delights.
4. Technology in Operations - there has been much discussion about the rapid pace of change of operations technology, with some commentators using ‘Industry 4.0’ and others ‘the fourth industrial revolution’ to capture the occurring changes. Underneath the hype it is clear that a number of technologies are emerging that will radically alter the nature of work –improved robotics, artificial intelligence and big data analytics. In this session the opportunities and threats that these technologies poses are discussed.
5. Risk Management and Resilience in Operations - the global economy is changing rapidly. In this session participants will discuss the need for effective risk management in operations and consider approaches to building resilience into the operation

Participants will gain an understanding how to:

• Create an operations strategy that is comprehensive and integrated into the rest of the organization and is aimed at achieving organisation’s strategic goals;
• Align operations and strategy for improved process and service quality management;
• Manage customer’s expectations, deliver quality service and create customer’s delights;
• Integrate technologies with operation’s strategies and evaluate the impact of new technologies on particular company;
• Manage risks in operations and supply chains;
• Build greater resilience into the value chains;
• Apply grounded theoretical concepts to each participant’s particular business challenges.

630 EUR + VAT

If you are unable to attend, you are welcome to send a replacement: however, prior notification is required. The cancellation in writing must be received if the fee is to be refunded. Cancellation within a month of the Programme start date is a subject to a 50% refund only.  

By submitting the form (below) you guarantee the payment of participation fee, confirm that the information submitted is correct and the cancellation terms have been noted.