Lean Service Operations Management: Module 1 High Performance Team Management

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- Introduction to Module 1: Team Management
Session 1.1: The Organisation as a System
- What's different about service organisations
- Managing the organisation as a "whole system"
- What is a High Performance Work Team?
- What is the Role of a Team Leader/Manager in a High Performance Team
- What is the Role of Mid-Level Manager in a High Performance Organisation
- Complicated v Complex : Why the Difference Matters
- Public v Private Sector: Is there a difference
- Exercise / Poll
Session 1.2: Mission, Vision, Strategy & Goals
- Stakeholders: What do they expect?
- Mission & Vision
- Values & Behaviours
- Strategy
- Goals
- Bringing it together: Strategy Deployment
- Exercise / Poll
Session 1.3: Organisational Performance
- Effectiveness v Efficiency in Services
- Measuring Productivity in Services: Output v Outcomes
- Role of Quality in Assessing Productivity in Services
- Exercise / Poll
Session 2.1: Capturing The Customer Experience (Cx)
- Voice of the Organisation
- Voice of the Customer
- Setting the Cx Goals
- Linking Strategy to Goals and Priorities
- Exercise / Poll
Session 2.2: Mapping The Customer Experience
- The Role Customers Play in Service Organisations
- Gap model of customer experience measurement
- Voice of the Process: Journey / Value Stream Mapping
- Articulating the Vision
- Exercise / Poll
Session 3.2: Articulating to Customers and Market
- Accuracy and Consistency
- How do we communicate?
- One way or Two Way Communication?
- Exercise / Poll
Session 3.3: Articulating to Partners / Supply Chain
- Accuracy and Consistency
- How do we communicate?
- One way or Two Way Communication?
- Exercise / Poll
The Economic System
- The Underlying Economics of Organisations
- Time Driven Activity Based Costing
- The Importance of Cashflow
- Quiz / Poll
Session 3.1: Articulating Internally
- Recruitment
- Induction / On-Boarding
- Performance Assessment
- Exercise / Poll
Session 4.1: The Social System
- Aligning our Behaviors and Actions
- Rewarding Behaviours and Actions
- Psychology Safety
- Exercise / Poll
Session 4.2: The Process System
- Designing processes that work
- Implementing processes that work
- Improving processes to work better
- Exercise / Poll
Session 4.3: The Technology System
- Management as a Technology
- Enabling people through technology
- Enabling customers through technology
- Enabling processes through technology
- Exercise / Poll
Session 5.1: Establishing Control
- Demand and Capacity Management
- Effective Planning
- Exercise / Poll
Session 5.2: Establishing Effectiveness
- Developing levers of control
- Steering and nudging
- Exercise / Poll
Session 5.3 Establishing Agility
- Flexible Skilled workforce
- Planning and Forecasting
- Exercise / Poll
Session 5.4: Establishing Efficiency
- Resource utilisation
- Eliminating Waste
- Exercise / Poll
Session 5.5: Automation
- Eliminating Non-Value
- Automation to add value
- Exercise / Poll
Sesion 5.6: Digitalisation
- Customer Experience
- Employee Experience
- Partner Experience
- Exercise / Poll
Sesion 6.1: Monitoring Organisational Performance
- Measuring the right things
- Avoiding the illusions of accuracy
- Bottom-up versus top-down metrics
- Exercise / Poll
Session 6.2: Learning from Feedback
- Capturing our Learnings
- Reviewing our Learnings
- Converting our Learnings to Insights
- Exercise / Poll
Session 6.3: Improving Performance
- Developing a structured methodology
- Improvement as part of the day job
- Improving versus changing
- Exercise / Poll
Session 6.4: Adapting
- Adapting versus Improving
- Structures to support adaptation
- Exercise / Poll
Session 6.5: Innovating
- What is Innovation?
- Innovating Day by Day
- Frontline Workers As Innovation Scouts
- Exercise / Poll

Introduction to Module 1: Team Management

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Lean Service Operations Management: Module 1 High Performance Team Management

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Introduction to Module 1: Team Management

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