This five-day course strengthens practical expertise in service operations and process efficiency, helping participants address inconsistent processes, quality failures, resource constraints and gaps in operational accountability. The programme combines relevant management principles with tools for diagnosing workplace problems, improving controls and monitoring results. Participants use realistic cases to evaluate processes, interpret evidence and recommend workable improvements. An applied final exercise connects the course methods with organisational priorities and supports a structured action plan for sustained operational performance.
Learning Methodology
- Analyse a sector-specific case involving service demand and customer expectations.
- Complete guided exercises on service blueprinting and journey mapping.
- Collaborate in a simulation covering queue management and workforce capacity.
- Use practical worksheets for service quality monitoring and recovery.
- Receive instructor feedback on the service process redesign simulation.
Learning Outcomes
By the end of this course, participants will be able to:
- Explain and evaluate service demand and customer expectations.
- Apply relevant methods to service blueprinting and journey mapping.
- Analyse operational evidence relating to queue management and workforce capacity.
- Develop appropriate procedures for service quality monitoring and recovery.
- Prepare an actionable proposal through the service process redesign simulation.
Delivery Format
- Duration: 5 Days (In-person or Live Virtual)
- Locations: Nairobi, Kigali, Addis Ababa, Dubai, Johannesburg, Accra
- Format: Trainer-led workshops, practical exercises and course-specific learning tools
- Certification: Certificate of Completion issued by Alverton Global Consultancy
Course Features
- Lectures 20
- Quiz 0
- Duration 5 days
- Skill level All levels
- Students 25
- Certificate No
- Assessments Yes
- 5 Sections
- 20 Lessons
- 5 Days
Expand all sectionsCollapse all sections
- Day 1: Service demand and customer expectations4 Items
- Day 2: Service blueprinting and journey mapping4 Items
- Day 3: Queue management and workforce capacity4 Items
- Day 4: Service quality monitoring and recovery4 Items
- Day 5: Service process redesign simulation4 Items
No formal certification is required; familiarity with operational processes is useful.
Yes. Participants complete applied exercises and a workplace-based case.
No. Alverton Global Consultancy issues a Certificate of Completion; no external accreditation is implied.
Yes. Exercises can be adapted to sector-specific processes and challenges.
Participants can use the methods and templates to evaluate and improve relevant workplace processes.
Requirements
- Basic knowledge of organisational operations or service delivery.
- Experience in a relevant workplace role is helpful but not essential.
- Access to a laptop and spreadsheet software for practical exercises.
Features
- Sector-relevant applications of service demand and customer expectations.
- Reusable tools for service blueprinting and journey mapping.
- Structured exercises on queue management and workforce capacity.
- Operational controls for service quality monitoring and recovery.
- Practical improvement outputs from service process redesign simulation.
Target audiences
- Operations and production managers
- Quality assurance and quality control professionals
- Process improvement and continuous improvement officers
- Service delivery and programme coordinators
- Supervisors responsible for operational performance
