Description
The ADVANCED CERTIFICATE IN OPERATIONS MANAGEMENT comprises 8 courses, designed to enable aspiring and new team leaders and supervisors to rapidly acquire the knowledge and skills to excel in a first-line supervisory or team leadership role within an operations unit or department.
On successful completion of this program, candidates will be awarded the CERTIFIED QUALITY MANAGER professional credential.
- Level: New and aspiring team leaders and supervisors in an operations role / unit.
- Courses: 8Â (see course details below)
- Learning:Â On Demand 24/7
- Credits: 16 (2 credits for each course)
- CPD Hours: 160 (each course takes approx. 20 hours to complete)
- Duration: up to 8 Months (avg. 3 to 4 months to complete)
- Certification:Â Global Certified Professional Credential
Key Benefits
On completing this Advanced Certificate in Operations Management, you will have acquired the foundation knowledge and skills to succeed in your role as a supervis0r or team leader in an operations unit or division. You will understand the core principles of customer service and quality management. You will know how to guide your team in providing service excellence, and know how to develop and apply systems and best practices to managing quality and quality assurance system in the organization. You will also learn how to plan projects in the organization and how to apply this knowledge to the leadership of improvement team projects. You will study the core principles of effective management and develop strong functional leadership. Additionally, you learn how to plan for and manage the use of materials and equipment and finally, learn how to develop and manage operational budgets which support your departments objectives and targets.
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Program Content
The qualification program comprises the following 8 courses:
Course 1: Foundations in Quality Management
This course will provide you with the skills and frameworks to plan for and successfully lead a small business improvement initiative, and help you to build a continuous improvement culture in your organization.
Course 2: Foundations in Customer Service Management
This course is designed to help first-line managers develop their skills and knowledge and practice to successfully lead a front-line service team, and enable your team to meet customer needs and promote service excellence.
Course 3: Managing Service Quality
The focus of this course is on service quality, and helps managers develop the tools and techniques to evaluate service quality, and set standards and processes in place to both maintain and continually improve the quality of service provided to customers.
Course 4: Foundations in Management
Designed for new supervisors and managers, this comprehensive foundations in management course will provide you with the knowledge and skills to effectively plan and allocate work, and control your team with confidence and authority.
Courses 5: Foundations in LEAN 6 Sigma
In this course you will learn about the principles underpinning Lean and 6 Sigma and how to carry out an assessment of the potential for a Lean improvement program in your organization. You will learn how to use several Lean tools and techniques to evaluate the potential for performance improvement, and to make the business case for investment in a Lean initiative.
Course 6: Managing Materials and Equipment
In this course, you will learn how to identify the physical resource needs of your department, coordinate the purchase of materials and equipment, and how to plan for and maintain the required stock levels to ensure efficiency operations, and the principles of stock control. You will also learn about the principles of preventative and schedule maintenance, how to conduct an equipment risk analysis, and develop a basic maintenance schedule for your equipment
Course 7: Business Process Improvement
This course provides an introduction to the tools used for business process improvement, such as process mapping, statistical process control, and how to use these tools to improve the three most critical aspects of your business process: time, quality, and cost.
Course 8: Managing Risk in the Organization
In this course, operations managers, and other professionals tasked with managing risk, will learn the practical skills necessary to perform regular risk assessments, treat and control risks, and introduce best practice risk management into their organization. Participants will learn how to apply a range of essential risk management tools, and how to improve decision making through the use of fact based analysis, and evaluation of risks. In so doing, you will be able to advise on, and make commercial, operational, personnel and other business decisions for which the risks are demonstrably under control.
Skills and Knowledge
On completion of the courses in this program, you will be able to:
- Understand Quality Management
- Understand quality standards
- Understand total quality management
- understand the costs of quality
- Understand ISO9001
- Understand principles of operations planning
- Develop an operations plan for own team or unit
- Map business processes
- Know how to improve business processes
- Understand the principles of Kaizen
- Develop a quality improvement plan
- Understand the use of statistics in process improvement
- Understand principles of 6 Sigma
- Understand the principles of LEAN
- Understand LEAN and 7 wastes
- Know how to use 5S
- Understand the principles of Just in Time
- Develop an improvement program using DMAIC
- Understand the DMAIC framework
- Lead an improvement team
- Set-up a quality improvement team
- Meet customer needs
- Manage stress at work
- Know how to exceed customer expectations
- Know how to collect and analyze customer feedback
- Know how to identify and meet customer needs
- Resolve customer complaints effectively
- Cope with difficult customers
- Deal effectively with angry customers
- Plan and manage service recovery
- Build a service focused team
- Apply risk management in planning and managing operations
- Identify and plan for operational risks
- Apply structured risk identification and assessment
- Apply appropriate risk treatment to operations
- Implement appropriate risk control measures
- Identify physical resources requirements
- Use capacity planning to inform target setting
- Develop asset utilization targets
- Assess capacity in resource allocation
- Understand how to align procurement with operations planning
- Manage security of resources
Certification
Professional Credential Awards
CPD Certificates – On completion of each course in the program, you will be able to download and print a Course Completion Certificate, detailing your Continuing Professional Development Credits.
Digital Credentials – On successful completion of all your courses, you will receive an email with a link to your Digital Credentials. These will include your Digital Badge and Digital Certificate.
Social Share – You will be able to share your digital credentials on LinkedIn and other social media platforms.
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