Carlo Scodanibbio - Industrial Consultant

Training Course Program
World-Class Performance in the Service Industry - 1-day workshop

understanding processes and maximising the value they generate is the key for survival and success in the service industry

workshop contents and main topics

All enterprises operate "per" and around processes but the majority of people are not even aware of their existence. What is a process - why it is so important to identify it and understand its mechanism. Process' main parameters: efficiency - effectiveness - inputs - outputs.
The distinction between core processes and support processes in the Service Industry. The central process. Identification of the main "supporting groups". (--> read more about)
"Seeing" and identifying processes in the mist: process mapping and process analysis. Assessing processes: process evaluation techniques.
The "state-of-the-art" disciplines to maximise performance in the Service Industry: PIM (Process Improvement and Management) and BPR (Business Process Re-engineering). How does the PIM approach work - limits and constraints. How does the BPR approach work - limits and constraints. The common target: client-driven processes delivering high output value. The modern Process Engineering discipline (--> read more about).
Process Management, Process Owner, Process Team.
Identifying/eliminating process-inherent waste. The efficiency parameter : productivity measurement methods. The effectiveness parameter : quality measurement methods. Measuring the overall process performance: indexing methods and radar charts, the ultimate tool for process evaluation.
Workshop: practical applications of the Process Engineering approach in general office work.
The client-driven Service Organisation. Value Adding Management (--> read more about) and Process Engineering : marriage for a lifetime. Eliminating work fragmentation. Eradicating waste and bureaucracy. A new breed of people, "multi-skill" and "multi-function", is required for Lean Processing.
IT in the Service Industry: how to conceive and define the correct IT solution for Lean Processing.
The second Industrial Revolution is in action in the Service Industry.

workshop duration

Duration: 8 hours

workshop objectives

This workshop is a practical, "hands-on" presentation of the Process Engineering discipline applied to small and medium Service Establishments.
Its main purpose is to make participants aware of how vital is today to understand, identify, improve/engineer their main core and support processes for high value generation, in a strong client-driven mode, and supply operational tools, techniques and guidelines in this regard.

target audience

Senior Personnel from small and medium Service Enterprises.

enquiries

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