Improving Service Operations
Service environments are different than manufacturing and production. Service-based processes must embrace customer variation and be robust enough to perform under a variety of changing and complex requests. In addition, the service fulfillment may be made to the individual customer, rather than to a product, form, or information system.
Improving Service Operations will give you tools and techniques for better process design and improved service and transactional performance. In this program, you’ll go beyond the traditional quality management toolkits that Lean, Six Sigma, TQM, and ITIL provide and explore other complementary approaches that can be used to improve capacity, performance, and customer satisfaction.
Who Should Attend
Continuous improvement specialists: service managers, claims managers, technical support or help desk managers, triage managers, process analysts, data analysts, business analysts; new process design professionals, resource management professionals; candidates in the LSS Green and Black Belt certification.
Continuing Education Units
This course provides 1.4 Continuing Education Units (CEUs)
How You Will Benefit
- Remove idle time, wait time, or “white space” that plagues transactional activities between processes
- Manage bottlenecks, buffers, and the slowest activities in a process
- Identify and reduce hidden wastes that lead to frustrated stakeholders and inefficient processes
- Model and better predict the staff and resource levels needed to reach customer satisfaction thresholds
- Recognize different types of wait line problems and apply spreadsheet models to understand and remove their root causes
- Use research-based methods to increase buy-in for improvement initiatives
SHRM Preferred Provider
The Center for Professional and Executive Development is a Preferred Provider with the Society for Human Resource Management (SHRM).
Day 1
- Visual management of service processes
- Human-centered design principles
- Design thinking tools
- Managing process resources, especially staffing resources
- Developing buy-in and user acceptance for new service design initiatives
Day 2
- New process design: Capturing needs and requirements using Kano model and decision matrices
- Wait line modeling and queue theory concepts for process optimization
- Design and optimization differences for high volume/low mix vs. low volume/high mix processes
- Leveraging predictive analytics and machine learning in transactional environments
Scott Converse
For over 2 decades Scott has developed courses in his areas of expertise, which include project management, portfolio management, gathering business requirements, process improvement using Lean Six Sigma, business statistics, and decision making. He also has over a decade of applied experience in the field as a former information technology director and as a technologist for an internetworking software developer.
Scott has developed programs for a variety of audiences ranging from novices to experienced professionals to C-level executives. Clients have included Fortune 500 firms, the United States military, government, higher education, and not-for-profit agencies.
Scott is a Six Sigma black belt and received his M.B.A. from the University of Wisconsin-Madison. He holds a B.S. degree in physics from UW-Eau Claire.
Daily Schedule
Program: 8:15 a.m.-5 p.m.
Lunch and Breaks are Included with Program Registration
Program Check-In will be 7:30-8:15 a.m. on the first day of the program.