Benjamin Franklin once said, “If you fail to plan, you are planning to fail”. As companies gain in size and complexities in terms of team structures, businesses will find themselves confronted with the need to ensure that vision is not only bought into, but effectively and purposefully operationalised into action plans and work streams across the organisation.

This programme will help you explore innovative techniques to drive both productivity and profit. Using a combination of lectures, discussions, interactive exercises, and videos, the course aims to enhance your understanding of how to apply process management principles to your organisation.


The participants will return to the company better equipped to incorporate customer insights with process design/re-design, and manage the service capacity with "Lean" principles.




By the end of the course, you will be able to:

  • Apply service profit chain and establish relationships between profitability, customer satisfaction and employee satisfaction
  • Align your service design and process design with the organisational strategy
  • Assess the organisation's service capacity and apply the lean service concept to enhance productivity and profitability
  • Lead the team to improve productivity with a high level of customer centricity



Business Improvement, Innovation and Excellence 

Instructional Methods and Expectations

Lectures,discussions, case studies 

Module Fees

SGD 2,675 (including 7% GST) per person


WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.


This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.


Please contact for queries on funding.


This programme is designed for decision makers and managers with corporate planning and service operations responsibilities.

Course Dates

26 - 27 October 2017
17 - 18 May 2018
4 - 5 October 2018


Instructor Profile


Mr John Hamalian

Southeast Asia Representative

Lean Global Network


Mr John Hamalian has over 20 years of experience at General Motors and Dell, specialising in Lean Thinking, Business Improvement, Strategy and Organisational Development. With assignments based in the USA, China, Korea, India and Singapore, he has held two Asia Pacific Regional Director positions. John is an adjunct lecturer at various universities, a published writer on Lean Management, strategy and global perspectives, and an active speaker at business excellence conferences, global corporations, public agencies and professional institutions.


Mr. Klaas van Asten

Director Business Excellence Asia Pacific

LEGO Group


Klaas van Asten, from the Netherlands, is since mid 2016 based in Singapore at LEGO’s regional headquarter. He is heading up the LEGO Continuous Improvement (LCI) program for the Asia Pacific region which is a critical enabler for the company’s global expansion. Before he worked some years in Maersk within Process Excellence and Business Change, leading the implementation of a commercial turnaround program across the globe. Klaas has a background in Public Administration and started his career as a project manager in a public agency. Here he encountered Lean as a new and successful approach to develop an organization and its people which was not common in administrative processes. Klaas has built his Lean expertise and experience working several years for the Dutch Lean Management Institute, part of the Lean Global Network as founded by Prof. Jones and Dr. Womack. As a consultant, trainer, coach or manager he taught Lean and developed organisations from shopfloor to corporate management. So throughout his career so far he has been able to develop and proof the success of Lean in a variety of industries and processes and he has a clear view of the critical success factors in this on a global scale.