Planning & Process: Turning Strategy Into Service Operations

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
  • Apply lean six sigma and innovation to enhance productivity and profitability
  • Lead the team to improve productivity with a high level of customer centricity


Who Should Attend

Decision makers and managers with corporate planning and service operations responsibilities.


  • Service Excellence Operations and Six Sigma

  • Planning for Service Excellence Operations

  • Process Excellence and Customer Focus

  • Improving Service Processes

  • Service Excellence Sustainability 


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.


Singapore Citizens/ Singapore Permanent Residents


Full course feeSGD 2,500
WSG grantSGD 1,750
Nett course feeSGD 750
7% GST on nett course feeSGD 52.50
Total nett course fee payable, including GSTSGD 802.50*




Additional Subsidies Available:


For Singapore Citizens aged 40 years & above

SkillsFuture Mid Career Enhanced Subsidy of SGD 500 (applicable to SCs over 40 years old)

Total nett course fee payable, including GST after additional funding, is SGD 302.50.


For Singapore Citizens / Permanent Residents

Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 

Total nett course fee payable, including GST after additional ETSS funding, is SGD 302.50

Course Dates

1 - 2 March 2028

23-24 May 2018


Instructor Profile


Dr. Uwe H. Kaufmann
Affiliate Faculty 

Singapore Management University 


Dr. Kaufmann holds a PhD in Mechanical Engineering. He has more than twenty years of experience in implementing organisational improvements and changes in a wide range of industries. This includes private organisations such as Alstom, Aon, Armstrong, Bao Steel, Bosch, Bosch Siemens Home Appliances, Flextronics, Johnson & Johnson, JP Morgan, Schneider Electric, DB Schenker, Siemens, TCL, TRW, Wilmax Systems; as well as Public Service agencies such as ISCA, MSF, MFA, MinDef, MOF, MOH, MOM, MTI, IE Singapore, Muis and the Kingdom of Tonga. 


Dr Kaufmann is also a Six Sigma Master Black Belt. He has led a multitude of organisational development and business process improvement projects in several Government Agencies as well as MNCs. He coached teams on a wide range of projects including process design (Business Process Re-engineering, Design For Six Sigma), process improvement (Lean and Six Sigma), process management (Line of Sight).


Mr. Yeo Chiang Meng
Assistant General Manager - Operations Excellence 

DB Schenker Singapore 


As Head Operation Excellence of a Logistics and Supply Chain MNC, Mr. Chiang's role is to lead and transform operational activities to achieve its primus state. This includes the continual alignment and communication of organizational OpEx Strategies and Directions within the Air Freight and Contract Logistics/SCM Divisions. It involves the development and execution of Operation Excellence initiatives such as; Lean, Kaizen and Continuous Improvement projects supporting the Division’s Balanced Scorecard and inculcating Operation Excellence Values and Best Practices to all Operational Staff.


Area of specialization: Logistics/Freight and Transportation, Transformation/Change Management, Project Management, Lean Tools & Methodology and Business Process Re-Engineering.


Coaching, training and consulting experience includes:


  1. Logistics/Transportation (Cost & Process Improvements/Performance Management) training programs to participants of The Chartered Institute of Logistics and Transportation (CILT - Singapore)

  2. Guest lecturer in Transportation and Process Improvements for MSc Students from National Institute of Development Administration (NIDA) in Bangkok, Thailand

  3. Guest lecturer in Transportation for visiting MSc Students from University of Hong Kong

  4. In-house consultant and trainer in VSM, Lean and 5S with follow-up workshops

  5. In-house consultant and facilitator for Strategic Planning

  6. In-house coaching in BPR Projects for Air Freight Transformation