Design of Service Operations: Awareness

etc.venues Farringdon - The Hatton, London - 15 May 2018, 09:00


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Design of Service Operations: Awareness

etc.venues Farringdon - The Hatton, London - 15 May 2018, 09:00 - 17:00

with Loughborough University’s renowned Centre for Service Management, making it best-of-breed in the world of strategic operations and improvement.

Successful completion of the entire programme equips and accredits practitioners and advanced practitioners with the ability to design, deliver, and maintain the right operating model to deliver their organisation’s strategic priorities.

The course consists of several levels:

1) Awareness – 1 day
2) Foundation – 3 additional days (must have completed awareness)
3) Practitioner – 4 days
4) Advanced Practitioner – 1 day (Executive level)

DSO Awareness Course – One Day

Our new one day 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.

Who should attend?

This training is suitable for:

  • 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 

What topics are 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

What are the key outcomes?

  • 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

Registration Options


Standard Registration

£495.00 + VAT