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Design of Service Operations

The leading programme for those working in service operations

Design of Service Operations is an industry-leading approach which enables organisations to unlock their potential, turning their strategy into reality. The training programme is based on OEE Consulting’s proprietary approach to business design, which has been successful in over forty service organisations. We have developed the course in conjunction 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:

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

All of our Design of Service Operations training can be run as in-house programmes. Awareness and Foundation are also run as public courses, which can be booked online by individuals and smaller teams here: https://www.oeeconsulting.com/training/public-training/

The first academically audited training course of its type

We have combined our significant experience in business design with the expertise of Loughborough University’s Centre for Service Management (CSM) to develop a robust methodology using our proven five phase approach to implementing operating models.

Each delegate is accredited by OEE Consulting to the Loughborough Service Operating Model Skills (SOMs) framework after successful completion of the course.

Find out more about SOMS.

What does the course cover?

Our Design of Service Operations (DSO) training course builds your knowledge and capabilities in the six key elements of service operations design.

  1. Customer experience

What is the true journey our customers take? What is expected of us by the customer, and how are we achieving this?

  1. Journey and process

Business strategy and service propositionHow do we create value across the end to end value stream?

  1. Locations, functions and teams

Examining the network of sites, how do we allocate work to them and how best to design site teams.

  1. Technology and infrastructure

How do information technology and physical facilities support the creation of value?

  1. People, culture and organisation

Are we consistently creating value for the customer and organisation? What is the culture of the organisation, and how does it affect our performance?

  1. Management framework

How are we led to drive value? How effectively are decisions taken, and how do we manage risks?

What are the course levels?

Awareness level

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

Assessment: n/a

Time commitment: 1 day

Foundation level

Key outcomes:

  • Understand the principles of operating model diagnosis, design, implementation and maintenance
  • Provides capability to use parametric assessment and design
  • Be able to work on operating model projects with support
  • An ability to coherently discuss operating model issues with stakeholders
  • Understand the five phase approach for designing and implementing an operating model

Assessment: Written and spoken test

Time commitment: 3 days (must have completed awareness)

Practitioner level

Key outcomes: Lead operating model design and implementation work streams, influence internal and external stakeholders in successful adoption of new operating models

Assessment: Evidence of delegate-led operating model design work streams

Time commitment: 4 days

Advanced Practitioner level

Designed as an entry point for senior executives, this course will provide a top down view, ensuring you can sponsor successful operating model design projects, providing effective oversight with an emphasis on growth, culture, and cost/income ratio

Time commitment: 1 day

All of our Design of Service Operations training can be run as in-house programmes. Awareness and Foundation are also run as public courses, which can be booked online by individuals and smaller teams here: https://www.oeeconsulting.com/training/public-training/

Download course information sheet

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