The ILM Level 5 Certificate in Service Improvement provides an advanced and comprehensive range of skills and techniques to deliver quantifiable service improvement.
The programme is delivered through highly interactive workshops centered around real work based service and process challenges. Participants also support each other through managed Action Learnings sets.
Case studies are tailored to the sector and the client.
The assessment requires participants to produce a budgeted business case and project plan for a viable service improvement in their organisation. It draws on advanced but practical service improvement tools from across all sectors and practically applies these to deliver a significant and cash-able service improvement.
Cohorts can be from 8 to 12 and are priced on day rate basis regardless of numbers for commissioned programmes.
Level 5 Service Improvement content
- Change & service optimisation – practical application of theory – stakeholder issues and resistance s
- Communication issue and strategies
- Identification of individual improvement projects
- Service improvement tools
- Optimising case studies
- Theories and tools for quality Kaizen, continuous improvement & TQM. Blue Ocean case studies.
- Service expectations demand mapping & the concept of fast fixes
- The principles of Triaging work
- Electronic service delivery and web development planning using participants own services
- Case studies
- Terms of reference for own service improvement project
- Background and development of models
- Basic principles DMAIC & DMADVA
- Case studies
- 7 Wastes, 5 Whys, Process reengineering, run time charts
- Decision talking for service improvement – models and practical exercises
- Facilitated session exploring individual and shared improvement projects
- Issues and challenges so far
- Individual feedback