Process optimization in services

Objectives: Understanding the principles, tools and methods of optimizing the performance of support/service processes

Target audience: Personnel from production or service companies, from support departments (Human Resources, Procurement, Sales, Finance, Supply Chain and others), with responsibilities in process improvement

Duration: 2 days. Optional 1-2 additional days for application in client processes.

Course outline:

• Introduction
• What is the process
• Process performance
• Application
• Added value and waste
• Standardization in services
• Application
• What is process optimization
• Steps in optimization
  • Understanding the process
  • Prioritizing objectives
  • Identifying the measurable
  • Application
  • Identifying detractors
  • Application
  • Identifying and selecting solutions
  • 5S – office
  • Action planning
  • Implementing actions and verifying effectiveness
  • Measures for maintaining improvement
  • Application
• Change management
• Examination. Course End

Tools Used

• Flowchart
• Ishikawa, 5 Whys
• Swim lane
• IPO, SIPOC
• Graphical Analysis
• Brainstorming
• Decision Matrix, Prioritization Diagram
• Gantt Chart, SWOT

Trainer:

Over 15 years of experience in improving product quality and optimizing processes in industry and services.

For more information, please contact us.