Full fees
Upcoming Start Dates



In today’s competitive market, it is important to have efficient operations which support an organization’s strategy whether it is a cost leader, a quick and reliable service provider, or any other differentiating service. This course presents operations management practices in various industries and can be adapted for the client. The course will describe how to design services or production to optimize the function of organizational strategy.

Expected Outcomes

At the end of the course, participants will know:

  • How to model and analyze the operations of an organization.
  • Align the operations strategy with the overall strategy of the organization.
  • The key issues and success factors in managing operations.
  • How to design, monitor and improve operations.
  • How to apply modern management principles.

The IT technologies that can improve effectiveness and efficiency of operations.

Topics Covered

In order to reach the objectives, the following topics will be covered:

  • Designing processes to create appropriate services
  • Modelling tools (process modelling)
  • Utilization, productivity
  • Capacity planning
  • Software technology: CRM, ERP, Process Modelling
  • Total Quality Management principles for improved reliability, Lean Principles for reduced throughput time
  • Using demand forecasts

Target Audience

Operations Managers


2 – 3 days

Teaching Methodology

Interactive lecture
Workshop exercises



Assessment Criteria & Method

The assessment can be adapted to the client’s needs


These will be adapted to the audience. Sources can come from:

  • Recent books in Operations Management
  • Research articles, business articles
  • The Trainers’ industry cases

Participants will be given electronic PPT files and an exercise booklet.

Other Relevant Information

Participants should have minimal experience in operations management in the service or production industry.

Trainer(s) Bio

Marc Poulin, MBA, PhD

The trainer has over 15 years’ experience in business consultancy in North America and the UAE. He has over ten years experience in the academia in Canada and the UAE. His area of expertise is Operations and Supply Chain Management with a specialization in mass customization. His experience in health care can be reflected by his consultating work for over five organizations in the healthcare industry within the last three years.