Course Description

Operational leaders play a critical role in translating organisational strategies into effective day-to-day operations, ensuring quality service delivery, efficient resource utilisation, and continuous improvement. In the public sector context, first-time managers must develop both operational management capabilities and leadership competencies to effectively manage teams, improve processes, and respond to evolving organisational needs. This programme is designed to strengthen participants’ understanding of operations management while developing practical leadership skills required to manage teams, drive performance, and deliver results in a dynamic public service environment.

Course Objectives

The objectives of the course are to enable participants to:

• • understand the principles, scope, and importance of operations management.
• • recognise the key drivers influencing operational performance in service organisations.
• • apply operational management concepts within the public sector context.
• • develop analytical and problem-solving skills to address operational challenges.
• • understand the role of process management and continuous improvement in enhancing service delivery.
• • build leadership capabilities required for first-time managers.
• • differentiate between leadership and management responsibilities.
• • apply emotional intelligence and transformational leadership approaches to improve team performance.

Learning Outcomes

Upon successful completion of the programme, participants will be able to:

• • explain the fundamentals of operations management and its relevance to public service delivery.
• • identify factors influencing operational effectiveness.
• • analyse operational issues and propose improvement solutions.
• • apply process improvement techniques to workplace situations.
• • demonstrate effective leadership behaviours as operational managers.
• • understand the differences between managing tasks and leading people.
• • use emotional intelligence to manage workplace relationships.
• • inspire and motivate teams towards achieving organisational objectives.

Topics covered:

• • Introduction to Operations Management
• • Drivers of Operations
• • Service Operations Management
• • Process Management and Continuous Improvement
• • Leadership Fundamentals for Operational Managers
• • Transformational Leadership and Emotional Intelligence