Improving Operational Performance

New Approaches for Boosting Performance and Streamlining Operations


Which 20 percent of your department’s activities contribute to the bottom line of your organization? Studies show that only a small percentage of work adds value to customers. With the pressure on to accomplish more work with fewer resources, managers must find ways to get better results from their day-to-day activities.

In this practical workshop led by one of Canada’s leading performance management consultants, you’ll learn how to review, refocus and rebuild key work processes for dramatic improvements in customer service and productivity. You’ll also learn how to involve your people in setting a new course and keeping improvements on track.

Benefits of Attending

Attending this workshop will enable you to:

  • reorganize, rebuild and rejuvenate your work area for sustained growth
  • involve people in setting a new course that will improve results
  • apply new leadership techniques to change the way people think about customer service
  • find new ways to delight customers
  • use new technologies, including the internet, to improve work processes
  • get staff committed to change and improvement
  • reduce process times by as much as 90%
  • improve performance through a systematic seven-step approach
  • measure the results of your changes
  • set and achieve SMART goals
  • benchmark performance against the best
  • prioritize opportunities
  • map key processes to identify nonproductive elements and reorganize work flow
  • recognize and eliminate non value-added items
  • identify what is in your control—and what to eliminate
  • evaluate opportunities for outsourcing aspects of your process
  • sell your peers and your boss on ideas for improvement


  • Leading Change
  • Improving Customer Service
  • Measuring Performance Using a Balanced Form of Measurement
  • The Project Improvement Team
  • Overview of Process Improvement
  • Defining Current Approaches with Process Mapping
  • Process Improvement Strategies
  • Implementing Change

To find out more about this world-class training program and how it could be customized for your organization contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.

© 2018 Charney & Associates Inc.