Meet your facilitator
Tomi Dayo-Isijola is a seasoned and experienced Technology, Operations & Business Support professional with over 17years working experience, with proven expertise and delivery in IT, Real Estate, Healthcare, Energy/Power-related service sectors in Nigeria. As a trainer he has successfully delivered various instructor-led training programs physically and virtually to a wide audience (700+) – including fresh graduates to senior/C-level executives for over a decade. He holds several certifications and credentials in IT/IM, project management, energy management, quality management, HSE, cloud solutions, consulting amongst others.
Course Outline
This training in Operational Excellence & Productivity is a practical training programme designed to help organizations improve productivity, reduce waste, control operating costs, strengthen service delivery, and build a culture of continuous improvement.
1. Course overview
Course title: Operational Excellence: Strategies, Tools and Implementation for Productivity
Target audience: Operations managers, business owners, team leaders, supervisors, quality professionals, facility managers, process improvement teams, and business support professionals.
Delivery methods: Facilitator-led sessions, case studies, group exercises, process-mapping activities, simulations, and workplace improvement projects.
Prerequisites: None required.
2. Course objectives
By the end of the programme, participants should be able to:
Explain the principles and business benefits of operational excellence.
Identify operational inefficiencies, bottlenecks, waste, and avoidable costs.
Map business processes and identify opportunities for improvement.
Apply Lean, Kaizen, 5S, PDCA, and root-cause analysis techniques.
Use operational performance indicators to measure results.
Improve customer experience, service quality, productivity, and resource utilization.
Develop an actionable operational improvement plan for their organization.
3. Illustrative contexts
Manufacturing and production –
Reducing machine downtime, defects, material waste, and production delays.
Healthcare operations – Improving patient flow, waiting times, inventory control, and service reliability.
4. Detailed course modules
Module 1: Fundamentals of Operational Excellence
Definition, principles, and evolution of operational excellence.
Operational excellence versus productivity, efficiency, and quality management.
Aligning operations with business strategy and customer expectations.
The relationship between people, processes, technology, and performance.
Building a culture of accountability and continuous improvement.
Introduction to Lean thinking and value creation.
Identifying the eight wastes: defects, overproduction, waiting, unused talent, transportation, inventory, motion, and overprocessing.
Applying 5S workplace organization.
Improving workflow and eliminating unnecessary activities.
Practical exercise: identify waste in a Nigerian warehouse or office process.
Understanding end-to-end processes and process ownership.
Process mapping, SIPOC, and swimlane diagrams.
Identifying bottlenecks, duplication, delays, and unnecessary approvals.
Value stream mapping and workflow redesign.
Standard operating procedures and process controls.
Exercise: map and redesign a procurement, customer onboarding, or service-delivery process.
Setting operational goals and measurable targets.
Key performance indicators (KPIs) and service-level agreements (SLAs).
Measuring productivity, cycle time, cost, quality, downtime, and customer satisfaction.
Dashboards, reporting, trend analysis, and benchmarking.
Data-driven operational decision-making.
Exercise: develop a KPI scorecard for a selected department.
Distinguishing symptoms from root causes.
The 5 Whys technique and fishbone diagrams.
Pareto analysis and prioritization of operational problems.
PDCA (Plan–Do–Check–Act) and DMAIC (Define–Measure–Analyse–Improve–Control).
Corrective actions, risk-based thinking, and error prevention.
Case study: investigating repeated equipment downtime or recurring service complaints.
Module 6: Quality Management and Continuous Improvement
Quality at source and prevention of errors.
Kaizen and employee-led improvement initiatives.
Introduction to Lean Six Sigma and variation reduction.
Integrating operational excellence with ISO 9001 quality management principles.
Managing nonconformities, customer feedback, and corrective action.
Sustaining gains through audits, reviews, and standardized work.
Identifying opportunities for automation and digitization.
Digital workflows, enterprise systems, and document management.
Using business intelligence and dashboards to monitor performance.
Data quality, system integration, and operational visibility.
Assessing technology investments against cost, risk, and business value.
Leadership responsibilities in operational excellence.
Employee engagement and frontline problem-solving.
Building cross-functional collaboration and accountability.
Communicating change and overcoming resistance.
Developing a culture of learning, ownership, and improvement.
Assessing organizational operational maturity.
Selecting and prioritizing improvement projects.
Establishing baselines, targets, responsibilities, and timelines.
Cost-benefit analysis and benefits realization.
Monitoring implementation and sustaining results.
Developing an operational excellence roadmap.
Review & Module Activity
