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DSO Awareness

Our new one day Design of Service Operations: Awareness course builds your knowledge and capabilities in the six key elements of service operations. It examines how they are related, and how to start thinking about them in the context of design. This course starts the journey to greater business performance by providing delegates with a clear understanding of the fundamental building blocks of operating models and operating model design, and how they relate to the business strategy and service proposition.


Key details

  • Course length: 1 day
  • Cost: £495.00(ex. VAT) per person


  • Understand the concept of an operating model, and why operating model design is beneficial
  • Understand the link between operating model, service proposition, and business strategy
  • The ability to define a business strategy and service proposition
  • Describe each of the six elements of an operating model
  • Understand when an operating model may need to be redesigned
  • The roles of effective programme sponsor and leader

Topics covered

  • Building the business
  • The why, what, and how of operating models
  • Establishing strategic intent
  • Understanding the big picture
  • Shaping the project to design and deliver a new operating model

Who should attend?

  • Senior Executives and Directors who wish to gain an awareness of the approach, and want to be equipped with the knowledge of how to effectively sponsor a business design project. Typically, these will be: COOs, Business and Operations Directors, Customer Service and Operations Leaders, functional directors
  • Those who lead change and improvement projects and wish to get a ‘taster’ before undertaking the rest of the foundation course. Typically: managers, senior managers and Heads of, across operations, customer service, and business functions such as HR and finance

Next available course dates

26 November 2019
14 places available
Learning and Development Enquiries
+44 (0) 1865 593939

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