About This Course
The Operations Optimizer course focuses on how work actually flows through your organisation – from request to delivery – and how to make that flow more reliable, faster and less wasteful.
You will learn to map processes, define KPIs and SLAs, analyse capacity and queues, and run practical improvement cycles. By the end, you’ll be able to design simple dashboards, standard operating procedures (SOPs) and routines that keep operations stable and continuously improving.
Syllabus Overview
Module 1
Operations Foundations & KPIs
- The role of Operations – from customer promise to day‑to‑day execution
- Value Streams & Customer Journeys – how work really flows end‑to‑end
- KPIs, SLAs & Targets – choosing what to measure (and what to ignore)
- Basics of Flow, Bottlenecks & Capacity – queues, wait times, utilisation
- Daily Control – checklists, huddles, visual boards (concepts)
- Exercise: Design a simple KPI & SLA scorecard for an operations team
Module 2
Process Mapping & Improvement
- Process Mapping – SIPOC, swimlanes, AS‑IS / TO‑BE views (concepts)
- Finding Waste – rework, hand‑offs, delays, failure points
- Root Cause Thinking – 5 Whys, simple cause‑and‑effect diagrams
- Standard Work & SOPs – creating clear, usable instructions
- Change Impact – people, systems, risks and controls
- Exercise: Map a real process and identify 3–5 concrete improvement ideas
Module 3
Data, Dashboards & Execution
- Operations Data – tickets, orders, calls, transactions, defects
- Simple Analysis – volumes, trends, seasonality, backlog & ageing
- Dashboards & Reports – turning data into decisions and actions
- Running Cadences – daily / weekly reviews, action tracking, follow‑through
- Ops Documentation – SOPs, run‑books, playbooks, shift‑hand‑over notes
- Exercise: Build a one‑page “Operations Control Board” concept
*Examples are adapted based on learners’ industries (IT services, banking operations, logistics, manufacturing, shared services, etc.).
Practice
Templates, Case Studies & Ops Playbook
- Process map samples, KPI scorecards, SOP and checklist templates
- Case study: stabilising a “firefighting” operation with simple routines
- Creating your personal “Operations Optimization Playbook”
