Operational Analysis

Open enrolment and in-house options available

This four-day course provides a rigorous introduction to process analysis and design. You will be shown how to identify, map, analyse and improve current workflows and processes. You will also be shown how to develop processes from scratch using simple frameworks and design principles. Finally, you will be given guidance on how to translate workflows into formal SOPs that can be used to train others.

There are currently no dates planned for this course. You can register your interest for future dates or enquire about in-house options.

Course Outline

Process Mapping

Program Preliminaries

  • Introduction
  • Objectives and scope
  • Outputs and outcomes

Process Mapping

  • Establishing work categories
  • Process identification
  • Data collection via the 5W1H method
  • Defining start and end points
  • Defining tasks and decision points
  • Identifying bottlenecks and inefficiencies
  • General guidelines for process mapping

Process Mapping Tools

  • Activity flow charts
  • Cross-functional process maps
  • High level maps
  • Relationship maps
  • SIPOC Charts

Process Analysis

Process Analysis

  • Working with cause and affect diagrams
  • Concern / Cause / Correction charts
  • Value stream mapping
  • Failure Mode Effects Analysis (FMEA)

Process Improvement

  • The DRIVE methodology
  • The DMAIC methodology

Process Design

Process Design Tools

  • Establishing the As Is / To Be state
  • Customer / stakeholder analysis
  • Output / outcome analysis
  • Service design
  • Customer journey mapping

Establishing Policies and SOPs

Defining Policies

  • Identifying required policies
  • Clarifying purpose, objective, scope and compliance
  • The elements of a policy document
  • The features of a policy document
  • Drafting policy documents

Establishing Standard Operating Procedures (SOPs)

  • Defining an SOP template
  • Defining roles and responsibilities
  • Drafting the SOP
  • Testing and refining an SOP
There are currently no dates planned for this course. You can register your interest for future dates or enquire about in-house options.

Course Details

Who is this Course For?

This course is intended for anyone tasked with improving operational efficiencies in information-driven environments. The course is also recommended for management and those expecting to enter managerial roles.

How You Benefit

On completion of this course participants will have the ability to:

  • Map internal processes and workflows
  • Identify bottlenecks, inefficiencies and opportunities for improvement
  • Ensure processes generate the appropriate outputs and outcomes
  • Design new processes to improve staff productivity
  • Codify guidelines and SOPs to improve knowledge sharing

What You Receive

  • A full set of course slides in PDF
  • An index of analytic techniques
  • Templates to support the application of the techniques taught
  • Six months of post-course support

Course Prerequisites

There are no prerequisites for participation in this course. Participants are encouraged to identify which process and workflows they would like to design or improve prior to attending the course.

Course Requirements

Participants are required to bring a laptop with them and to set up a Gmail account if they do not already have one.