Service Operations Fundamentals
Overview:
This Programme aims to build on the strong domain expertise that exists in the business by providing the managers with training, tools and mentoring that will enable them to significantly leverage that expertise.
Using McLaw’s Xpertivity brand of online tools management can quickly build ‘teams, processes, departments and enterprise’ views of their organization. Coupled with the skills and mentoring McLaw bring the software enables a enhanced control over task and process management.
Program Framework:
The program framework we have developed relies heavily on proven concepts developed in more traditional production industries. We have taken the best from Lean Operations, Six Sigma, Theory of Constraints and Systems Thinking.
2 distinct phases:
1.The first phase focuses on developing capacity planning and scheduling skills using McLaw’s Xpertivity suite of online tools whilst leveraging existing MIS so management can fundamentally understand their processes and can take control of their own environment.
2.The second phase involves building on the work done in phase one by bringing the team/s together and developing the capability to understand, manage and improve the dynamics of the end-to-end business processes
By starting with Service Operations Management training, the front line managers are introduced to the basic skills and tools necessary to manage an operational area in a classroom environment. This is then followed up with Re-Tooling workshops in each team’s area where these skills are used to analyse the operational challenges that each front line manager is facing and a customised solution and an associated MS Excel based MIS is developed for that team.
Once these basics are in place it is now possible to examine the performance of the end-to-end process and each team are brought through the necessary training to develop end to end process management skills.
Summary
Service Operation Fundamentals wraps around and enhances your existing operation enabling effective oversight of day to day operational performance and is an effective way to use historic MIS to create effective capacity planning.
