Expertivity Technologies
  • About Us
    • What We Do
    • Our Team
    • Our Partners
    • Testimonials
  • Expertise
    • Business Agility
    • Service Operational Excellence
    • Programme & Project Management
    • Interim Management
    • Learning and Development
    • Agile Transformation
    • Procurement / Supply Chain & Logistics
    • Crisis Management: Covid-19
  • Sectors
  • Enabling Technologies
  • EI/IDA Lean Funding
  • Online Courses
  • Resources
    • Case Studies
    • Blog
    • Awards
    • Brochures
    • Events
    • ABEC Survey
    • Media
    • Service Excellence Network
    • Shop
    • Terms & Conditions
  • 0
  • 0
  • Sign in
Contact Us
Lessons
Share
Exit Fullscreen Back to course
Lean Service Operations Management: Module 1     High Performance Team Management
    • Introduction to Module 1: Team Management
      • ServiceForce Animation
  • 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


We deliver long term business advantage by embedding Business Agility within organisations, helping organisations to iteratively adapt to the changing business landscape.

  • Dublin, Ireland Office
  • +353 1 574 6222  
     +353 87 223 9096
  • info@expertivity.com

London, UK Office 
P: + 44 1784 904988
M: +353 87 223 9096 
E: info@expertivity.com

  • Limerick, Ireland Office
  • +353 61 533 853  
     +353 87 223 9096
  • info@expertivity.com
Follow us
Copyright 2022 © Expertivity Technologies

We use cookies to provide you a better user experience.

Cookie Policy I agree