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Quest Training

Operational Excellence in Service Organizations Training Course

Helps service organizations assess operations, remove process bottlenecks, streamline workflows and lift service quality while controlling cost.

QE · Operational Excellence & Performance ImprovementAll Levels#2848ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Operational Excellence & Performance Improvement

Course Overview

Operational excellence in service organizations requires the ability to deliver consistent service quality, improve process efficiency, reduce operational waste, and respond effectively to changing customer expectations. By aligning people, processes, performance measures, and service standards, organizations can strengthen customer satisfaction while improving productivity, controlling costs, and maintaining reliable service delivery. This course provides practical approaches for assessing service operations, identifying process bottlenecks, streamlining workflows, and implementing continuous improvement initiatives. Participants explore Lean management principles, service process mapping, root cause analysis, performance measurement, service quality management, and workflow optimization. The course also addresses the relationship between operational performance, employee engagement, customer experience, and effective resource utilization. Through applied exercises and realistic service scenarios, participants develop the skills to evaluate existing processes, establish meaningful performance indicators, identify improvement opportunities, and translate operational findings into structured improvement plans. The emphasis is on sustainable improvements that strengthen service consistency, improve responsiveness, reduce errors and delays, and support measurable organizational performance.

Learning Objectives

  • Explain the principles and organizational value of operational excellence in service environments.
  • Assess service processes to identify bottlenecks, inefficiencies, duplication, and non-value-added activities.
  • Apply process mapping and workflow analysis to improve service delivery.
  • Use Lean principles to reduce waste and improve resource utilization.
  • Apply root cause analysis to recurring service problems and performance gaps.
  • Develop key performance indicators (KPIs) for service efficiency, quality, and responsiveness.
  • Improve service standards, process controls, and consistency across teams.
  • Integrate customer experience requirements into operational improvement initiatives.
  • Establish structured continuous improvement plans with measurable targets.
  • Monitor improvement results and sustain operational gains over time.

Who Should Attend

Operations managers and service delivery managers. Customer service and customer experience managers. Department heads and functional managers in service organizations. Process improvement and operational excellence professionals. Quality assurance and service quality specialists. Business process analysts and workflow improvement teams. Performance management and organizational development professionals. Supervisors and team leaders responsible for service operations. Professionals in banking, healthcare, hospitality, telecommunications, logistics, government services, and other service-based industries.

Learning Outcomes

  • Evaluate service operations using structured operational excellence principles.
  • Map service processes and identify bottlenecks, delays, and unnecessary activities.
  • Distinguish value-added activities from operational waste.
  • Apply Lean tools and root cause analysis to service improvement challenges.
  • Define relevant KPIs and performance targets for service operations.
  • Assess service quality and identify gaps against established standards.
  • Develop practical solutions to improve turnaround time, accuracy, and service consistency.
  • Align operational improvement initiatives with customer expectations.
  • Prepare improvement plans with defined responsibilities, milestones, and performance measures.
  • Monitor results and establish mechanisms to sustain continuous improvement.

Course Outline

Day 1

Operational Excellence Fundamentals in Service Organizations

  • Principles, scope, and strategic importance of operational excellence.
  • Characteristics and challenges of service-based operations.
  • Aligning operational objectives with organizational strategy and customer expectations.
  • Identifying value from the customer’s perspective.
  • Understanding service workflows, process ownership, and operational interdependencies.
  • Recognizing waste, duplication, delays, rework, and unnecessary handoffs.
  • Establishing an operational baseline through process observation and performance data.
  • Assessing organizational readiness and prioritizing improvement opportunities.
  • Practical Exercise: Assess a service delivery process to identify operational waste, performance gaps, and priority improvement opportunities.
Day 2

Service Process Analysis and Workflow Optimization

  • Mapping current-state and future-state service processes.
  • Identifying bottlenecks, waiting times, approval delays, and workflow constraints.
  • Applying Lean principles to service operations.
  • Simplifying procedures and eliminating non-value-added activities.
  • Standardizing service workflows and clarifying process responsibilities.
  • Improving resource allocation, workload distribution, and capacity utilization.
  • Reducing service turnaround time while maintaining quality and control.
  • Evaluating process changes and assessing their operational impact.
  • Practical Exercise: Redesign a service workflow to reduce delays, eliminate unnecessary steps, and improve process efficiency.
Day 3

Service Quality, Root Cause Analysis, and Performance Measurement

  • Establishing service quality standards and operational control requirements.
  • Identifying recurring errors, complaints, service failures, and performance gaps.
  • Applying root cause analysis, the 5 Whys, and cause-and-effect analysis.
  • Developing corrective and preventive actions.
  • Defining KPIs for productivity, turnaround time, accuracy, service quality, and customer satisfaction.
  • Establishing performance baselines, targets, and monitoring methods.
  • Using dashboards and operational reports to support decision-making.
  • Linking service performance indicators with customer experience outcomes.
  • Practical Exercise: Analyse a recurring service problem, identify its root causes, and develop corrective actions supported by measurable KPIs.
Day 4

Continuous Improvement and Service Performance Management

  • Establishing a structured continuous improvement framework.
  • Applying the Plan-Do-Check-Act (PDCA) cycle to service processes.
  • Managing improvement initiatives, priorities, and implementation responsibilities.
  • Engaging employees in identifying and implementing process improvements.
  • Strengthening collaboration between departments and service teams.
  • Managing resistance to change and communicating operational improvements.
  • Evaluating improvement initiatives through performance reviews and evidence-based analysis.
  • Integrating operational excellence into daily management and team routines.
  • Practical Exercise: Develop an improvement initiative for a service operation, including objectives, actions, ownership, milestones, and performance measures.
Day 5

Sustaining Operational Excellence and Building an Improvement Roadmap

  • Establishing accountability for service performance and process ownership.
  • Standardizing successful improvements and updating operating procedures.
  • Designing monitoring, review, and compliance mechanisms.
  • Preventing performance deterioration and recurrence of operational problems.
  • Integrating customer feedback into ongoing process improvement.
  • Assessing operational risks associated with process changes.
  • Prioritizing improvement opportunities based on impact, feasibility, and organizational value.
  • Developing a roadmap for sustained operational excellence.
  • Practical Exercise: Prepare a 90-day operational excellence roadmap covering priority initiatives, performance targets, implementation milestones, responsible owners, and review mechanisms.

Upcoming Dates

Selected date

Cape Town · 8 – 12 Feb 2027 · Classroom

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MakkahScheduled
2 – 6 Nov 2026€4,200—
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ManamaScheduled
9 – 13 Nov 2026€4,700—
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MilanScheduled
16 – 20 Nov 2026€6,000—
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MuscatScheduled
23 – 27 Nov 2026€5,300€4,770until 2 Nov
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OnlineScheduled
29 Nov – 3 Dec 2026€1,700€1,530until 9 Nov
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ParisScheduled
7 – 11 Dec 2026€5,700€5,130until 16 Nov
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AbujaScheduled
7 – 11 Dec 2026€5,100€4,590until 16 Nov
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AccraScheduled
14 – 18 Dec 2026€5,100€4,590until 23 Nov
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AmmanScheduled
20 – 24 Dec 2026€3,100€2,790until 30 Nov
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AmsterdamScheduled
28 Dec 2026 – 1 Jan 2027€5,400€4,860until 7 Dec
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BakuScheduled
4 – 8 Jan 2027€4,800€4,320until 14 Dec
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BangkokScheduled
11 – 15 Jan 2027€6,100€5,490until 21 Dec
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BarcelonaScheduled
18 – 22 Jan 2027€5,400€4,860until 28 Dec
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BeirutScheduled
24 – 28 Jan 2027€4,000€3,600until 4 Jan
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BerlinScheduled
25 – 29 Jan 2027€5,800€5,220until 4 Jan
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CairoScheduled
31 Jan – 4 Feb 2027€3,300€2,970until 11 Jan
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Cape TownScheduled
8 – 12 Feb 2027€5,100€4,590until 18 Jan
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CasablancaScheduled
15 – 19 Feb 2027€4,300€3,870until 25 Jan
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DammamScheduled
22 – 26 Feb 2027€4,200€3,780until 1 Feb
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DohaScheduled
1 – 5 Mar 2027€4,400€3,960until 8 Feb
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DubaiScheduled
7 – 11 Mar 2027€4,400€3,960until 15 Feb
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IstanbulScheduled
8 – 12 Mar 2027€4,700€4,230until 15 Feb
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JeddahScheduled
14 – 18 Mar 2027€4,200€3,780until 22 Feb
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KigaliScheduled
22 – 26 Mar 2027€5,100€4,590until 1 Mar
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Kuala LumpurScheduled
29 Mar – 2 Apr 2027€4,400€3,960until 8 Mar
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LisbonScheduled
5 – 9 Apr 2027€5,400€4,860until 15 Mar
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LondonScheduled
12 – 16 Apr 2027€5,600€5,040until 22 Mar
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MadridScheduled
19 – 23 Apr 2027€5,400€4,860until 29 Mar
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MakkahScheduled
26 – 30 Apr 2027€4,200€3,780until 5 Apr
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ManamaScheduled
26 – 30 Apr 2027€4,700€4,230until 5 Apr
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Available in: Istanbul · Dubai · London · Doha · Amsterdam

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