Executive Education in Operational Excellence Can Improve Your Career Opportunities
Business executives, particularly in the services industry, are expected to deliver predictable, reliable, and replicable business performance. The achievement of this amidst conflicting priorities of service improvement, cost containment and risk management is the goal of Operational Excellence.
Operational Excellence necessitates that employees implement change for and by themselves, rather than having change imposed from the top down. Successful practitioners are self-sufficient, capable of engaging colleagues and of passing on their skills and attitudes.
Being successful requires continuous cultural shifts across an organization as customers and other external stakeholders constantly raise the bar.
Successful Outcomes of Operational Excellence
Operational Excellence occurs because of continuous improvement in all areas of the business, implemented directly by the people who work within it, and describes an organization’s internal culture rather than its ability to deploy in-vogue tactical methodologies.
Successful practitioners are self-sufficient, capable of engaging colleagues, and of passing on their skills and attitudes. To get its people to this stage, an organization must carefully consider the training available to make the best return on investment. This training course is designed for general management, operations and customer service professionals in financial and other services businesses, other industries and non-profit or government organizations, who want to increase their knowledge of techniques to improve business, process and service performance.
Participants learn how to use the structure and tools of Operational Excellence to define and scope business issues that negatively effect the achievement of expectations. This skill set is a prerequisite for professionals who wish to demonstrate strong capabilities in all forms of business performance improvement, and is especially relevant for manager-potential individuals seeking significant personal career development. Employees involved in change initiatives at all hierarchical levels will be able to use this course to make their projects measurably more successful.
What to Expect with the Operational Excellence Course
The Design for Operational Excellence™ training curriculum has been successfully delivered to services executives and managers on a commercial basis for many years.
The course teaches core professional skills in change and process management. It applies only those methodologies of process improvement that are appropriate and effective in the Financial Services industry, adding best practices and “soft” skills that address the wider improvement needs of financial and other services businesses. The use of these selected methodologies enables the pragmatic research and analysis of service processes, leading to permanent solutions that meet customer requirements, eliminate costs, and mitigate operational risks.
The training is delivered using real-world simulations, making it relevant and memorable as it replicates the participants’ own environment, and calls for practical application of the tools and techniques.
The course is built around the Define, Measure, Analyse, Improve and Control (DMAIC) project cycle for continuous improvement, and combines this with those techniques from Lean and Agile methodologies that are more practical for service processes. This selective approach to business improvement methodologies – applying each for specifically defined business gains – means that only those methods that work effectively and deliver both financial benefit and customer excellence are retained.
- Voice of the Customer approach, to capture and measure true customer requirements
- Chartering, scoping and structuring projects for the best outcome
- Qualitative measurement techniques, including process mapping and value analysis
- Quantitative measurement techniques and best practices for data collection
- Baselining current performance through data and graphical analysis and characterisation of process behaviour
- Generating, selecting, piloting and implementing improvement solutions
- Handing over and maintaining control
Role-play simulation has proven to be an effective way of rapidly transferring expertise. This course centres on a process-improvement simulation designed to replicate typical issues in the participants’ specific business environment, providing an interactive example on which participants practice the teachings of the course.
The simulation invites the participants to apply the methodology and tools that they learn in order to fix the underlying issues. In effect, they complete an improvement project during the course, thereby gaining the understanding, skills and confidence necessary to lead and conduct improvements within their own business immediately after training.
Alan Noble, MA (Hons) Oxon
Alan Noble is an ex-banker, with 40 years professional experience in international financial services, holding positions as CEO/Director of multiple Citibank businesses in Europe, including 5 years on the Vorstand of Citibank (Austria) AG. He is now active in management training and business education, and advises early-stage ventures, SMEs, and financial institutions.
Noble set up his first business in the UK advising and training international financial institutions in 2002, and has since been providing training and consultancy services around the world, making use of his extensive corporate leadership, operations management, business improvement, and quality assurance expertise.
He developed the Design for Operational Excellence™ approach specifically for services businesses. He has worked with over 100 organizations and coached over 4,500 executives and managers in business performance improvement.
Operational Excellence is a one-week course, with sessions starting on:
14 November, and
Duration of the module
Five consecutive days
3990 € per participant, reduced to 2990 € for the second and third participant from each organisation.
What Past Participants Had to Say:
"Having reviewed all the obvious suppliers for (this kind of) training, this was the only one who had taken the concept and made it truly relevant for the services environment and in particular, financial services.”
Global credit card issuer
"Highly relevant material for all project and managerial staff. Recommend senior managers partake to gain more experience in how to look for process improvement and spot central gaps. This is by far one of the best courses I have been on – the delivery of material was excellent"
Global investment bank
"The training that was delivered was outstanding. The trainer was clearly an expert in the field, with a depth and breadth of practical experience to really bring the training to life and make it relevant to our business."
Major retail financial services organization
"I very much enjoyed the course and had my expectations exceeded. I didn't have an understanding but now see the business value of adopting the process. I also feel the method of training incorporated a good balance of theory and practical.”
European universal bank
"Before this course I think it’s fair to say I was wondering what could be so important to drag all the leaders out of the office at the same time. After the course, I feel without a doubt it has been days very well spent. If everyone takes these learnings forward, we can’t help but be more effective as a company."
Global insurance company
"This course was the most interactive I've been on - It was worth every minute, and I'm excited to see how I can put it into practice now. Amazing training! Captivating instructor!"
US investment bank and retail financial services provider
"A very enjoyable but challenging week, very intense but also very inspiring. I found the course thoroughly relevant to my current job. Adopting most of what I have learned in my daily job will help me enormously.”
UK life insurance company
"Theory is great; however, the main benefit to this training is that we now have a step-by-step process that we can follow, that gives us a real measure, so we can ascertain where we are and where we need to be. The exercises and simulations made process improvement easier to understand and really brought it to life. Really well run, relevant and compelling. This is critical to achieving excellence in execution.”
Global insurance group
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