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Operations Development Programme

This course will help you lay the basic foundations required to support your journey towards operations excellence. It will stabilise your operation and then support you through the phases of embedding continuous improvement skills.

The ODP programme takes a holistic approach, making sure your efforts will have a lasting impact by building your capability to deliver and sustain change.

As accreditation requires evidence that the learning has been implemented, delegates and client organisations alike typically see rapid and tangible business benefit.

Training days are supported with an 8-12 week coaching period, where delegates apply their new skills, receive support in overcoming any hurdles, and record the benefits provided.

What does the course cover?

Three days of training will lay the groundwork for 3 weeks (ODP1) and 8 weeks (ODP2) of coaching support. This additional support gives you the confidence and support you need to action and deliver organisational improvements. This format is the same for both the foundation and practitioner level.

Core tools: Effective meetings, ‘week in life of’, weekly resource and demand, huddles and visual management, waste walks, team-based
problem solving, SECAR (Simplify, Eliminate, Combine, Automate, Relocate), coaching routine.

Foundation level

Module 1: Operations fundamentals
Why is operations important, and how can we improve it?
Outcomes: Improvement of processes and customer experience through the removal of ‘waste’; standardisation of approach to establish a foundation for improvement; structured and effective daily management time and team meetings.

Module 2: The Operations Leader
What are the core activities of an operations leader?
Outcomes: Forecasting demand and matching to resource; building skills through regular coaching of your team; team fully solving operational issues

Module 3: The Management of Operations
How do we effectively manage our work?
Outcomes: Managers facilitate process mapping activity around biggest opportunities for waste removal; appropriate KPIs are developed that are linked to client and team performance; leadership systems are developed to help managers implement tools and techniques for business benefit

Practitioner level

Module 1: Managing the client experience
How do we understand and improve our end to end service?
Outcomes: Map the client process; develop a view of the key elements of your service that drive satisfaction and dissatisfaction; prepare and execute meetings to deliver effective decision making.

Module 2: Delivering Operations
How do we turn strategy into reality for our teams?
Outcomes: Development of team KPIs linked to the vision and strategy of the organisation; measurement through KPIs and appropriate solutions to improve quality throughout the process; forecasting team demand and implementing capacity planning systems.

Module 3: Changing Operations
What is effective change and how do we conduct this?
Outcomes: Deliver successful change into the organisation, engage with key stakeholders to support change; lead team based problem solving to support improvements across the organisation


Accreditation by the Institute of Leadership and Management is based on a test and submission of a portfolio evidencing the use of core tools and techniques covered during the training.

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