Management & leadership · Short course
Manage Service Delivery Improvement
Identifying service gaps and organising improvements around the needs of service users.
The programme
Programme overview
Expanded indicative outline. The subject areas are described below; proposed activities and final delivery requirements are confirmed with Ratomac before booking.
Identifying service gaps and organising improvements around the needs of service users.
The programme brings together service review, gap analysis, improvement planning and monitoring service. The expanded outline below shows how these areas can be explored through explanation, discussion and the preparation of relevant work products.
A proposed workshop runs through the programme: A public-facing office has long queues and recurring complaints about unanswered requests. Participants would examine the situation in stages, use the information provided and explain the basis of their decisions. The workshop is fictional and can be adapted when the final training plan is agreed.
Who should attend
Is this programme for you?
This outline is relevant to the following roles. Suitability and any formal entry requirements should be checked for the selected programme.
- Service managers, operational supervisors and improvement teams.
- Individuals preparing to take on responsibilities in this area.
- Teams seeking a shared approach to the work described in the programme.
Purpose of the learning
Intended learning outcomes
- Map the service journey from the user’s perspective.
- Analyse where requests wait and which problems cause repeat visits.
- Prepare an improvement plan with owners, resources and implementation steps.
- Design a review dashboard using waiting times, completion rates and user feedback.
- Combine the module outputs into a reasoned response to the programme’s workplace scenario.
5 learning blocks
Detailed programme outline
01Service review
This part of the programme examines service review, with attention to expectations and current performance. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Expectations.
- Current performance.
- Applied work: map the service journey from the user’s perspective.
Illustrative practical exercise
Map the service journey from the user’s perspective. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
02Gap analysis
This part of the programme examines gap analysis, with attention to bottlenecks and causes of service failure. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Bottlenecks.
- Causes of service failure.
- Applied work: analyse where requests wait and which problems cause repeat visits.
Illustrative practical exercise
Analyse where requests wait and which problems cause repeat visits. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
03Improvement planning
This part of the programme examines improvement planning, with attention to actions, responsibilities and resources. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Actions.
- Responsibilities.
- Resources.
- Applied work: prepare an improvement plan with owners, resources and implementation steps.
Illustrative practical exercise
Prepare an improvement plan with owners, resources and implementation steps. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
04Monitoring service
This part of the programme examines monitoring service, with attention to feedback, measures and ongoing review. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Feedback.
- Measures.
- Ongoing review.
- Applied work: design a review dashboard using waiting times, completion rates and user feedback.
Illustrative practical exercise
Design a review dashboard using waiting times, completion rates and user feedback. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
05Integrated workplace workshop
A public-facing office has long queues and recurring complaints about unanswered requests. The final workshop connects the earlier work rather than treating each topic as an isolated activity.
Topics to explore
- Bring together the outputs from the earlier modules into one coherent response to the scenario.
- Check that the recommendation addresses the original problem and is supported by the information available.
- Identify responsibilities, dependencies and matters that require specialist input or further evidence.
- Present the proposed response and revise it after questions from the facilitator and other participants.
Illustrative practical exercise
Prepare a concise presentation for the fictional organisation. Include the proposed response, the evidence supporting it and the decisions still required. Finish with a reflection on which aspects could be relevant to your own work.
From discussion to application
How the programme could be delivered
The proposed learning approach combines facilitator-led explanation, discussion of the subject areas and guided work on the fictional scenario. Each module produces a practical output that can be reviewed and improved.
Participants can work individually or in small groups to compare interpretations, explain their decisions and identify missing information. Feedback focuses on the connection between the task, the evidence used and the proposed response.
The final workshop brings the module outputs together. Ratomac will confirm the delivery format, learning resources, entry requirements and any formal assessment or certification arrangements for the selected programme.
Discuss your requirements
Dates, duration & arrangements
Contact Ratomac to agree the final programme, duration and delivery format. Include your preferred timing, location and whether the enquiry is for yourself or a team.
Discuss this programme ↗Indicative outline for discussion. The final syllabus is agreed with Ratomac before booking. The expanded learning activities and workplace scenario are original proposals for discussion with Ratomac.