Operations Mastery for Service Managers #253010

Upon successful completion of this course, participants will be able to:

• Design and map efficient, customer-centric service processes using techniques like Service Blueprinting and SIPOC.

• Apply Lean methodologies to identify and eliminate the 8 wastes specifically within service environments.

• Master capacity planning and resource allocation to balance demand fluctuations and optimize team utilization.

• Measure and manage service performance using key metrics (KPIs) linked to quality, productivity, and customer satisfaction.

• Lead and motivate service teams to foster a culture of continuous improvement and excellence.

• Leverage technology and data to automate processes, gain insights, and enhance the service delivery model.

This course is designed for professionals who manage teams, processes, or departments in service-based industries:

• Service Delivery Managers and Operations Managers

• Customer Success and Support Team Leads/Managers

• IT Service Managers (ITSM)

• Front Office Managers (Hospitality, Healthcare)

• Team Leaders in call centers, banking, or professional services

• Account Managers with operational responsibilities

• Entrepreneurs running service-based businesses

• 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
• Each participant receives a binder containing a copy of the presentation
• slides and handouts
• Post-assessment

Day 1: The Foundation of Service Operations

• Morning Session: The Unique Nature of Service Operations

  • Key Characteristics of Services: Intangibility, Inseparability, Variability, Perishability (IIVP).

  • The Service-Profit Chain: Linking internal operations to customer loyalty and profitability.

  • The Role of the Service Manager as a Process Architect.

• Afternoon Session: Mapping the Service Experience

  • Introduction to Service Blueprinting: Mapping customer journeys and back-stage processes.

  • Creating SIPOC Diagrams (Suppliers, Inputs, Process, Outputs, Customers) for service processes.

  • Workshop: Blueprint a key service offered by your organization, identifying potential failure points.

Day 2: Driving Efficiency & Eliminating Waste in Services

• Morning Session: Applying Lean to Services

  • Identifying the 8 Wastes (DOWNTIME) in a service context: Defects, Overproduction, Waiting, Non-utilized talent, Transportation, Inventory, Motion, Extra-processing.

  • The 5S Methodology for organizing digital and physical workspaces.

• Afternoon Session: Standardization & Continuous Improvement

  • Developing Standard Operating Procedures (SOPs) to reduce variability and ensure quality.

  • Implementing Kaizen for continuous, incremental improvement.

  • Practical Exercise: Conduct a waste walk in a simulated service environment and propose countermeasures.

Day 3: Mastering Capacity, Demand, and Resources

• Morning Session: Taming Variability

  • Understanding and Managing Demand Patterns in services.

  • Strategies for managing capacity: chasing, leveling, and yield management.

• Afternoon Session: Resource Planning & Scheduling

  • Forecasting workload and calculating optimal staffing levels.

  • Creating efficient schedules that balance employee skills, preferences, and demand.

  • Case Study: Develop a staffing plan for a service team facing seasonal spikes in demand.

Day 4: Data, Metrics, and Performance Management

• Morning Session: Measuring What Matters

  • Key Service Metrics (KPIs): Efficiency (e.g., Handle Time, Utilization), Quality (e.g., First Contact Resolution, Error Rate), and Outcome (e.g., CSAT, NPS, ESAT).

  • Using data to diagnose problems and drive performance conversations.

• Afternoon Session: Introduction to Quality Tools

  • Root Cause Analysis: 5 Whys and Fishbone Diagrams for solving service quality issues.

  • Workshop: Use a root cause analysis tool to solve a chronic service problem like prolonged resolution times.

Day 5: Leadership, Technology, and Capstone

• Morning Session: Leading High-Performing Service Teams

  • Motivating and Engaging Service Employees.

  • Effective Communication and Feedback in a operational setting.

• Afternoon Session: Technology & The Future

  • Leveraging Technology: The role of CRM, ITSM tools, and automation in scaling service.

  • Capstone Project: Develop a comprehensive “Service Operations Improvement Plan” for a real challenge. Participants must present their plan, including process maps, proposed metrics, and a implementation roadmap.

  • Course Recap: Key takeaways and creating a personal action plan.

  • Certification of Completion.