Course : Managing general services activitiesthe process approach
Practical course - 3d
- 21h00 - Ref. RAX
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 | Structuring corporate services activities according to the process approach |
| Develop internal customer/supplier relations |
| Identify and add value to operations |
| Creating a management dashboard |
| Assessing performance |
Intended audience
General Services Manager.
Prerequisites
Basic knowledge of general services activities.
Practical details
Exercise
Alternating theory and practice, workshops, application exercises, collective reflection.
Course schedule
1 Understanding the process approach
- The notion of process and its different typologies.
- General services process mapping.
- Develop internal customer/supplier relations.
- Introduce the notion of continuous improvement.
Exercise
Process mapping for a typical company.
2 Modeling general services activities in processes
- Identify process perimeters, purposes, activities and maturity levels.
- Use functional analysis to model them.
- Modeling tools: flow chart, flowchart, flow diagram...
- Structuring and making processes more reliable, using FAST or SADT diagrams.
Exercise
Model the activities of a typical process.
3 Managing and steering the general services process
- Prerogatives and responsibilities of the process manager.
- Roles and responsibilities of process players, the RASCI matrix.
- Draw up a function/position sheet.
- Define a competence matrix.
- Assessing process maturity. Process review.
Exercise
Build a representative skills matrix.
4 Draw up the dashboard for managing general services processes
- Stakes and purpose of the measure.
- Identify process objectives and their coherence with corporate orientations.
- Develop indicators to measure objectives.
- Structuring dashboards and reporting.
- Understanding the Balanced Score Card.
Hands-on work
Define indicators. Draw up a dashboard of a typical company's general services processes.
5 Gaining in performance
- Value-added/non-value-added mapping of process activities (VSM).
- Determine lead times.
- Evaluate process cycle efficiency (PCE).
- Identify bottleneck activity and sources of waste.
Hands-on work
Diagram a VSM (Value Stream Mapping). Determine the PEDs and PCEs of a process.
6 Introduce continuous improvement
- Detecting customer needs: Kano diagram.
- Defining the continuous improvement approach: simple actions or breakthrough improvement?
- Discover Kaizen and DMAIC improvement methods.
Storyboarding workshops
Sharing practices, advantages and disadvantages.
Customer reviews
4,4 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
OLIVIER C.
27/05/26
5 / 5
Far beyond my expectations. Rachid is absolutely brilliant. The training was perfect – we learnt a lot.
DANIEL M.
27/05/26
5 / 5
Rachid was able to address the questions as they arose and provide us with the answers. His PowerPoint presentation was very well prepared and featured some great animations.
GOMIS S.
27/05/26
5 / 5
The trainer was approachable and friendly. The course content was comprehensive and will help me in my future work.
Publication date : 02/26/2024
PARTICIPANTS
General Services Manager.
PREREQUISITES
Basic knowledge of general services activities.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
General Services Manager.
PREREQUISITES
Basic knowledge of general services activities.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
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This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.