Courses

Process and Operations Management

18 Hours

About

Learning Objectives

Learning Objectives

This course aims to explore process management from the perspective of enhanced service quality – exceeding customer expectations and satisfaction. Underlying alternative approaches to assessment and performance as well as metrics to support the process will promote participants’ critical understanding of the whole process and of how they can contribute to tangible gains.

Program content

Introduction to Process Management

Process Development Flow

Service Level Agreements

Internal and External Client Relationships

Meeting Customer Expectations - Service Levels and Parameter Analysis

Setting Lead-time and Controlling On-time Delivery

Cost-effective, Efficient and Timely Performance Evaluation

Ensuring Quality in Process Completion and Delivery

Metrics To Evaluate Service Level - Planning and Follow-up

Specific Topics

Gain access to Saint Paul’s award-winning digital platform, 5 times acknowledged as one of the world’s top business schools.

Learn about our subscription plans

And get a free LIT 7-day trial!

R$

  • 1 year subscription

  • Unrestricted access to all the content

  • Earn Saint Paul Course Certificates

R$

  • 2 years subscription

  • Unrestricted access to all the content

  • Earn Saint Paul Course Certificates