Course Details

Operational Management and Leadership is about getting the most out of your teams and delivering exceptional results. With the ever increasing budgetary demands on all organisations, be it the private or public sector, staff productivity and discretional effort is becoming ever more critical. This paradoxically at a time when customer and stakeholder expectations and demands are ever increasing as service excellence becomes the differentiator between the success of your business and its competitors. If in the public sector, why should those paying for yourservice similarly not expect this to be world class?

Whilst organisations often say people are their greatest assets, unengaged,demotivated and underperforming teams can also be their greatest liability; remember YOU are only as good and successful as the team you have around you. The true measure of the value of any business leader and manager is performance.

This course will identify the key drivers in delivering exceptional operational performance by looking at vision and mission statements, strategic objectives cascading into team and individual objectives, and the identification, transparency and effectiveness of business measurements that in turn link to their performance and how they are appraised.

In summary, it’s about delivering “Results through People” by ensuring complete engagement of your teams that in turn delivers and responds to the increasing demands of service excellence and your bottom line.

On completion of this five day training course you will receive your certificate which has been fully accredited by Qualifi, an official UK Government recognised awarding body.

Course Contents

Aligning Operations to Organizational Strategy

  • Corporate Vision and Mission
  • The setting of organizational / departmental objectives
  • Cascading objectives

Operational Performance Management

  • Measures of operational success
  • Other drivers
  • Linkage to objective setting
  • The Circle of Success

Budgeting

  • To budget or not?
  • Principles of budgeting
  • Explore direct and in-direct costs
  • Use in driving forecasting
  • Tracking variances

Leadership

  • Leading v’s managing
  • Identifying the difference and where you sit
  • Understanding your personality traits and how this impacts on others
  • Importance of a balanced team
  • Operational structures and span of control

Service Excellence

  • Quality Assurance & Total Quality Management
  • The 10 Commandments
  • The importance of the Internal Customer

Other Operational Drivers

  • Procurement, price and partnerships
  • Understanding Trends

Operational Measurements

  • Setting of KPI’s and their parameters
  • Measuring & using SLA’s
  • Support of contracts & use for bids
  • Health & Safety
  • Internal Audit & Compliance

Project Management

  • What is a project
  • Project methodologies
  • Work breakdown structures
  • Project estimating
  • Implementing effective project governance
  • Controlling the project, including status meetings and issues management

Continuous Improvement

  • Root Cause Analysis
  • Driving Change
  • Monitoring progress
  • Positive movement of the "goal posts"

Appraisals (Reviews)

  • Principle of reviews and clarity of measurements
  • Personal Development Plans
  • Succession Planning
  • Performance related pay

Motivation

  • The differing influencers of motivation
  • Staff engagement and communication
  • Engaging staff from recruitment onwards

The programme will include a series of group exercises, a personality profile and case studies with a high level of delegate interaction.

1 Personality Profiling Test

Plus up to 8 Detailed and Relevant Case studies

ACOM™ Examination *

* Only those who successfully complete the examination and participate effectively in the course case studies will receive the Advanced Certificate in Operational Management ACOM™

Benefits, knowledge, skills gained by attending this ACOM™ Course

  • Gain an accredited Certificate approved by a UK regulated body - Advanced Certificate in Operational Management (ACOM™)
  • Use ACOM™ on your business card and on your resume
  • The ACOM™ shows that you have completed International qualifications and that you have the skills and experience to manage effectively on a national, regional and global level.
  • The ACOM™ certificate will be received approximately one month following the close of the training course and will be issued jointly by Qualifi and BMTG.

Who Should Attend?

  • Non-operational Business Owners / Managing Directors
  • Operations Directors
  • Operations Managers
  • Operations Leads / Supervisors
  • Customer Service Heads
  • Executive Directors
  • General Managers
  • Divisional Heads
  • Administration Managers
  • Project Leaders
  • Team Leaders
  • Supervisors
  • Contractors

PLUS anyone else responsible for the management and support of Operational teams

Trainers

Meet your training course director: Ian Shipley

Ian is a highly accomplished, passionate, visionary, and results driven Operational management professional who has spent more than 20 years at a senior level within the service sectors within UK FTSE 100 and FTSE 250 companies.

The common factor throughout Ian’s career has been a passion around service excellence and delivering results through highly motivated teams.

Ian has been responsible for delivering major turn-around and business transformation through creating a culture where people feel comfortable to make decisions, take ownership and make it happen.

Over the last several years Ian has shared his extensive ‘hands on’ business experience, passion and communication skills as an International Trainer to candidates from Europe, Africa, the Middle and Far East. Any spare time is spent in the Charity and voluntary sector in the UK

Ian is the lead author of the ACOM™ course which has received critical acclaim from all delegates

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