Day 1: Finding Bottlenecks Before Redesigning Work

Mapping Operational Processes

• Process start and end
• Document workflow steps clearly
• Measure transaction processing time
• Detect recurring process delays

Identifying Operational Bottlenecks

• Identify key operating bottlenecks
• Measure recurring waiting times
• Analyze causes of work buildup
• Estimate impact of operating constraints

Analyzing Operational Capacity

• Calculate available operating capacity
• Compare capacity against workload
• Measure resource utilization rate
• Identify current capacity gaps

Day 2: Making Resources Work Around Value

Standardizing Work Procedures

• Document essential work steps
• Define required quality standards
• Clarify execution roles and ownership
• Standardize operating forms and procedures

Improving Resource Utilization

• Measure current resource productivity
• Balance workloads across teams
• Reallocate available resources efficiently
• Track utilization across periods

Controlling Quality at Source

• Define quality check points
• Detect errors at source
• Prevent defects moving downstream
• Analyze recurring execution errors

Day 3: From Root Cause to Better Performance

Analyzing Root Causes

• Problem using clear data
• Gather evidence related to problem
• Apply root cause analysis tools
• Verify the true root cause

Enabling Continuous Improvement

• Prioritize high-value improvement opportunities
• Implement small sequential improvements
• Results of implemented change
• Engage teams in improvement

Building Operations Dashboards

• Select key performance indicators
• Define measurement data sources
• Display performance variances clearly
• Link results to action ownership

• Case review connecting Mapping Operational Processes with operational outcomes
• Hands-on lab applying Analyzing Operational Capacity to decision refinement
• Case discussion examining obstacles to Improving Resource Utilization
• Workshop exercise creating a working tool for Building Operations Dashboards