Design of Service Operations
Turn your business strategy into operational reality with our proprietary approach to business design, successfully implemented in over forty service organisations.
The leading programme for those working in service operations
We have combined our significant experience in business design with the expertise of Loughborough University’s Centre for Service Management (CSM) to develop a robust methodology using our proven five phase approach to implementing operating models.
Each delegate is accredited by Gobeyond Partners to the Loughborough Service Operating Model Skills (SOMs) framework after successful completion of the course.
“The course provided a unique opportunity to bring our operations leadership across Europe together and work on operations management, strategic thinking, driving change and striving for innovation in a logical, connected way”
Willis Towers Watson
“Very knowledgeable trainer. Good pace of learning and a good balance of discussion and exercises.”
Phil Hobday
Strategy and Operations Development Manager, RBS
What does the course cover?
Build your knowledge and capabilities in the six key elements of service operations design.
Customer experience – What is the true journey our customers take? What is expected of us by the customer, and how are we achieving this?
Journey and process – How do we create value across the end to end value stream?
Locations, functions and teams – Examining the network of sites, how do we allocate work to them and how best to design site teams.
Technology and infrastructure – How do information technology and physical facilities support the creation of value?
People, culture and organisation – Are we consistently creating value for the customer and organisation? What is the culture of the organisation, and how does it affect our performance?
Management framework – How are we led to drive value? How effectively are decisions taken, and how do we manage risks?
Course levels
Awareness – 1 day
Understand the concept of an operating model, why the design is critical to delivering the service proposition and business strategy and identify when an operating model may need to be redesigned.
Assessment: None
Foundation level – 3 days (requires completion of awareness level)
Understand the principles of operating model diagnosis, design, implementation and maintenance and how to use parametric assessment and design when working on operating model projects using a five phase approach.
Assessment: Written and spoken test
Practitioner level – 4 days
How to lead operating model design and implementation work streams, influence internal and external stakeholders in successful adoption of new operating models
Assessment: Evidence of delegate-led operating model design work streams
Advanced Practitioner level – 1 day
An entry point for senior executives, providing a top down view, ensuring you can sponsor successful operating model design projects and provide effective oversight with an emphasis on growth, culture, and cost/income ratio
Build an in-house programme
If your organisation has eight or more delegates to train and can provide a suitable training room, our trainers can to come to you. All required training equipment and materials will be delivered in advance and you’ll receive the exact same interactive and engaging training. Only without all the travel and subsistence costs.