Operational Excellence
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Program Professional Framework
Operational Excellence
Program Overview
Operational excellence is the ability to deliver strategy reliably through processes, people and performance systems that keep improving. This course brings together the main building blocks: excellence models such as the Shingo Model and the EFQM Model, process architecture and ownership, lean and Six Sigma DMAIC improvement, tiered daily management, performance measurement, standardisation, digital enablers and an improvement culture. Participants assess their organisation's maturity and design a roadmap, drawing on the experience of Gulf entities participating in programmes such as the Dubai Government Excellence Program and the King Abdulaziz Quality Award.
Learning Outcomes
- ✓Assess operational maturity using criteria from the Shingo Model or the EFQM Model.
- ✓Build a process architecture with defined process owners, interfaces and performance measures.
- ✓Lead a DMAIC improvement project that reduces variation in a key process.
- ✓Design a tiered daily management system with visual boards and escalation rules.
- ✓Develop a balanced set of operational KPIs that link front-line performance to strategic goals.
- ✓Prepare a multi-year excellence roadmap for operations with governance and change management.
Target Audience
- Institutional excellence and business excellence managers
- Operations and service delivery directors
- Quality and process improvement leaders
- Strategy and performance management officers
Detailed Program Modules
01Foundations of Excellence in Operations
- Definitions, principles and business value
- The Shingo Model and the EFQM Model
- Excellence programmes and awards in the GCC
02Process Management
- Process architecture and process ownership
- Process mapping and standardisation
- Managing cross-functional interfaces
03Improvement Methods
- Lean fundamentals and waste reduction
- Six Sigma DMAIC and variation reduction
- Selecting the right method for the problem
04Daily Management Systems
- Tiered meetings and visual boards
- Escalation and problem-solving routines
- Leader standard work
05Performance Measurement
- Linking operational KPIs to strategy
- Leading and lagging indicators
- Performance reviews and dashboards
06Culture, Digital and Roadmap
- Building an improvement culture
- Automation, analytics and digital enablers
- Designing the multi-year excellence roadmap
Training Methodology
Applied Project & Assessment
Applied Project
Participants complete a maturity self-assessment of their unit, select one priority process, outline a DMAIC improvement charter and produce a three-year operational excellence roadmap with governance arrangements.
Assessment
Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.