Why This Masterclass?

Operational excellence (OPEX) has become a must for all organizations, whatever their nature. Budgets under pressure and growing demand high service levels on the other, limit the margins for failure.

For service organizations, such as public administrations, finance, utilities and insurance companies, operational excellence is less tangible and more difficult to visualize.

This Operational Excellence Masterclass aims at creating awareness, identifying challenges and providing best practices for service management to evolve towards operational excellence. After 3 days, participants will understand how to manage the different drivers that allow reaching Operational Excellence.

How do we differentiate?

This is the only training with an exclusive focus on Operational Excellence in service environments.

Moreover, this training is based on a unique integrated and practice-based methodology and maturity framework that is gradually starting to find ground amongst service companies.

This training includes practical sessions on the specific challenges of your own organization.

The professors, lecturers and coaches acting in this training program are all professionally committed and have a large field expertise in one of the aspects that – together – can make operational excellence happen in an organization. All of them have experience with service organizations of the private and public sectors.

For whom?

Middle and top management, fro team leaders to C-Level, operations managers (COO), ICT-managers, CFO’s, strategy directors, HR managers, etc. and their direct reports, plus internal strategy-, lean- , performance- and process-experts.

Upcoming dates

Spring 2019

OPERATIONAL EXCELLENCE MASTERCLASS June 14th, 18th and 21st, 2019BrusselsMasterclass in Dutch & English  

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Day 1

  • The broader context – Operational Excellence versus Strategy
  • The challenges – Do we understand the problems we struggle with?
  • The OPEX basics
  • OPEX Maturity Model and portalexplained
  • Exercises of participants’ cases

Day 2

  • Processes, procedures, BPM, workflow management, performance, quality, risk management, … How do these elements fit within OPEX? Why are processes our starting point?
  • Everything our organization does should add value to customers, or society… How can we put the customer perspective and the voice of the customer at the heart of everything we do? What will be the benefits?
  • Each participant presents the exercise results, with contextual info
  • Teamwork – defining possible initiatives to bridge the identified gaps

Day 3

  • No processes without people…! Processes should be managed actively. But also ‘in the process itself’, everyone has to take up his role and understand where he/she can bring value. Processes need the right people at the right place at the right time. How can we manage all this and why is this so crucial?
  • Digitalization supports efficiency, effectiveness and quality and helps monitoring these aspects. Process owners should continuously evaluate and monitor their processes to look for digitizing opportunities. This module explains you how to approach this and where to look at.
  • Teamwork – defining possible initiatives to bridge the identified gaps
  • Handing-over of certificates and closing drink