Service Development Program and Process Simplification

Overall Goal: To qualify participants to re-engineer processes to improve efficiency and service quality.

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day 1
Diagnosing the Current State of Processes
  • Module 1.1: Concepts of Process Improvement vs. Business Process Re-engineering.
  • Module 1.2: Process Analysis Tools (Flowcharts, Swimlane Diagrams).
  • Module 1.3: Identifying Waste (The 8 Wastes) in processes.
day 2
Simplification Methodologies (Lean & Six Sigma)
  • Module 2.1: Lean principles for eliminating waste.
  • Module 2.2: Introduction to Six Sigma (DMAIC) for quality improvement.
  • Module 2.3: Practical application of the DMAIC methodology.
day 3
Radical Redesign using Design Thinking
  • Module 3.1: Deeply understanding user needs through Design Thinking.
  • Module 3.2: Re-designing services from scratch based on user experience.
  • Module 3.3: Building and testing prototypes.
day 4
: Automation and Digital Transformation of Processes
  • Module 4.1: Automating routine processes (RPA – Robotic Process Automation).
  • Module 4.2: Developing Workflow Systems.
  • Module 4.3: Change management to ensure adoption of new processes.
day 5
: Comprehensive Application and Impact Measurement
  • Module 5.1: A comprehensive practical project to re-design a selected process.
  • Module 5.2: Setting Key Performance Indicators (KPIs) to measure improvement.
  • Module 5.3: Building a plan for continuous improvement.