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Edinburgh: Excellence in Service Operations: 2 Day Training

Kinetik Solutions Ltd.

Thursday, 13 December 2018 at 09:00 - Friday, 14 December 2018 at 17:00 (GMT)

Edinburgh: Excellence in Service Operations: 2 Day...

Ticket Information

Ticket Type Sales End Price Fee VAT Quantity
Early Bird
These tickets are only available for those who register by November 9th. There is no refund for early bird registration unless the course is cancelled by the organisers, although you can nominate a replacement to attend in place of you until last working day (by 5pm) prior to the start date of course. If you wish for us to invoice your organisation separately please contact us to make arrangements.
9 Nov 2018 £499.00 £0.00 £99.80
Standard   more info 11 Dec 2018 £699.00 £0.00 £139.80
Registered Large Charity/NGO
If you are a large registered charity or NGO who is involved in complex operations, we will provide 2 tickets for free. We reserve the right to cancel your booking, if we feel that the course would not be of value to the individual attending or the organisation. We will need a letter from the senior manager of the charity (on charity letterhead) to support the request of the space, please email it to bebetter@kinetik.uk.com.
11 Dec 2018 Free £0.00 £0.00

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Event Details

Are your Service Operations working delivering effectively?

In the west, service industries account for a majority of GDP. Service Processes are different from manufacturing:

  • They have more contact points with customers and stakeholders
  • Services cannot be stored for later use
  • They deliver both intangible and tangible value.
  • Although processes can be standardised each customer is unique.

Kinetik Solutions Excellence in Service Operations course, offers the opportunity to deliver more to the customer with your existing resources. The benefits are more than just cost saving but an increase in reputation and brand value.

The course objectives are

  • Understand the Customer Experience levers in Service. We will study two models for services that are aligned with customer needs.
    • ABC-M Model [Autonomy, Belonging, Competence, Meaning]
    • Kano Model [Delight, Functional, Basic, Indifferent]

We run a Service Operations Simulation that brings out ‘learning by doing’. This includes the concepts of:

  • Understanding Takt Time (Process Drumbeat)
  • Improving Cycle Time and Capacity Levelling
  • Creating Error Proof Processes
  • Improving Flow by removing wasteful activities
  • Path to Digitalising the Services
  • Setting up Continuous Improvement in Service Operations
  • Creating a culture of Quick Wins
  • Team-working using the RACI Model

Use the Service Operations concepts to examine your own process issues and opportunities in digital or traditional services. A foundation certificate will be issued on completion of the course

Here is a sneak peak of one of our tools that helps identify root causes.

Click here to view a sneak peak at one of our tools that helps identify root causes

At the end of the course the participant will be able to:

  • Understand the key concepts of Service Operations excellence
  • Understand and experience our Lean Simulation game for Service Operations
  • Use the Service Operations concepts to examine your own process issues and opportunities in digital or traditional services.
  • Gain expertise in how to spot key issues and opportunities
  • Be able to champion a service operations project


Who should attend?

This course assumes no prior knowledge of Service Operations concepts.

Senior Mangers and leaders who work in the service sector, particularly in the areas of operational delivery e.g. Operational Director, Operational Managers, Customer Service Managers, Sales Operations, Sales Director, Maintenance Manager, Inventory Managers, Supply Chain Manager, Product Director.

There is a maximum of 20 places on this course in order to ensure active engagement and interactive learning.

Why train with us?

  • The training is delivered by our consultant who has over 20 years of experience, giving them a breadth of specialist knowledge in addition to a strong ability to identify with your specific needs
  • Our training is hands-on with practical exercises, ensuring that attention is maintained throughout, using a ‘learning by practise’ approach with an organisation that provides social good
  • We have deep experience of change management, process excellence, and innovation in our training; our experience states that sole knowledge of lean tools will not bring about sustained improvement
  • You will receive a foundation certificate in Excellence in Service Operations


Details of our trainer Ketan Varia

Ketan is the Director of Kinetik Solutions, a management consultancy firm, specialising in sustainable business change and operational excellence. The Kinetik way of working is pragmatic and collaborative, actively engaging with all levels of staff to find the right solutions. Ketan has delivered operational excellence projects across the globe, including Australia, Brazil, China and Sri Lanka. He is the author of a book The Art of Transformational Change.


Feedback from a client.

“You have well and truly kicked off the beginning of our culture change. The vast majority of the feedback that I have received so far from the stakeholders, including General Managers for countries that have been completed, has been overwhelmingly positive.” - ADP


About Kinetik Solutions

Kinetik Solutions is an operational excellence consulting business that delivers business transformation, process excellence and change management in operational settings. With an ethos of high quality and integrity, Kinetik Solutions will drive you towards sustainable perfection.

We have worked with FTSE 350 clients from diverse sectors such as government, retail and consumer services, construction, automotive, and health. Our past clients include Nations Trust Bank, ADP, EMI Music, Fluorocarbon Plastics Manufacturing, Hertz Cars.


FAQs

Where can I contact the organiser with any questions?

You can contact the course leader Ketan Varia on Skype (ketantvaria) or on mobile +447803009053 or by email at kvaria@kinetik.uk.com.

Can I make a reservation and ask you to invoice my company/organisation directly?

That is certainly possible although we will need a purchase order from your organisation and full contact details of your finance departement. Please contact us on bebetter@kinetik.uk.com to make relevant arrangements. Please Note: until we receive the payment, your place on course is not confirmed. We will confirm your place once we receive payment.

Will you send out a detailed course agenda?

We will send onboarding material including a detail course agenda on registration. If you are curious contact us and we can show this to you!

Can I contact any of your clients for references?

We would be delighted to provide references and client details, based on your sector. We expect you to check that we can 'walk the talk'.

Do you have questions about Edinburgh: Excellence in Service Operations: 2 Day Training? Contact Kinetik Solutions Ltd.

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When & Where


Conference House
152 Morrison Street
The Exchange
EH3 8EB Edinburgh
United Kingdom

Thursday, 13 December 2018 at 09:00 - Friday, 14 December 2018 at 17:00 (GMT)


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Organiser

Kinetik Solutions Ltd.

 

WHO WE ARE

Kinetik solutions was formed in 2007 and delivers business transformation, process excellence and change management in operational settings. We have delivered work to several large organisations including ADP, Barclays Bank, British Airports Authority, Hertz Cars MITIE and several public sector organisations including the NHS. We have worked globally across 5 continents. We have even published a book on change management!

 

HOW WE DELIVER

We are the catalyst for operational change. In order to drive change effectively for our clients, kinetik solutions has developed 5 unique solutions areas which can be adapted for each business. This, combined with our way of working means we take pride in working with clients to sustainable results above all else. Our team has extensive experience in large scale transformations in both private and public sectors with each consultant having 10 years of senior business or consulting experience.

 

OUR PHILOSOPHY

We craft our work based upon ‘on the ground realities’ in combination with our experience and commitment towards perfection. We work in collaboration, at all levels of your organisation, making our work value for money. We believe that the best way of embedding change is to develop a clear vision of future state, deep engagement with your change team and shaping key projects. We believe in keeping you always in charge and depart as soon as your team can sustain itself.

 

OUR WAYS OF WORKING

We are driven by high quality and integrity in everything we do:

  1. We actively engage with all levels of client’s staff to find the right solutions that work for the environment/culture
  2. We work in a joint client/consultant team transferring knowledge from day one
  3. We have a flexible, open and purposeful approach that creates trust and mutual respect
  4. We focus on sustainability – we would prefer improvement to be driven by client staff and not by external consultants over the long term
  5. We work with clients in a way to create emerging futures

 

WHY WORK WITH US?

Flexible – As a boutique consultancy we are pragmatic and agile

Value for money – We focus on delivering high quality results, not on building our brand.

Integrity – We take pride in delivering to requirements and never like to waste clients money

Influence – We thrive on building influence using emotional intelligence, strength of character and strong listening.

Adaptable methods – We work with clients on solutions that become embedded and need low maintenance.

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