Description
This seminar shows managers how to analyze operations using simple metrics that connect throughput, cost, and quality. You will learn to build a flow diagram, identify bottlenecks, and quantify the impact of small process changes. Spreadsheet tools help you compute cycle time, utilization, and cost-to-serve across products or queues. You will practice setting service levels that are ambitious yet realistic and linked to customer outcomes. A section on visual management demonstrates daily and weekly views that keep teams focused. You will learn to calculate the ROI of process improvements and communicate results to sponsors. Case labs include support desk triage, order fulfillment, and field-service routing examples. Templates are provided for experiment charters and post-implementation reviews to lock in gains. You will also learn how to prevent metric gaming and ensure improvements sustain over time. By completion, you will lead data-informed operations with confidence and measurable impact.
Seminar + spreadsheet tools + case labs + templates
4 hours
Flow analysis, bottlenecks, service levels, ROI of improvements, anti-gaming practices.
Operations leaders, service managers, PMs responsible for delivery quality and cost.
