Business Processes – Service Excellence in Operations Strategy

At the end of the two-day course, participants will:

• Apply service profit chain and establish relationships between profitability, customer satisfaction and employee satisfaction
• Align their service design and process design with their organisational strategy
• Assess the organisation's service level with a balanced set of indicators
• Apply lean six sigma and innovation principles to enhance productivity and profitability
• Lead the team to improve productivity with a high level of customer centricity.

What You'll Learn

• Service Excellence Operations and Six Sigma
• Planning for Service Excellence Operations
• Process Excellence and Customer Focus
• Improving Service Processes
• Service Excellence Sustainability