A workflow rarely breaks all at once. It erodes gradually — an extra approval step added here, a workaround nobody removed there, a handoff that quietly depends on one person remembering to follow up — until a team is running on habits nobody actually designed. This Advanced Work Methods and Team Process Training Course, delivered by Arab British Fellowship Training Academy, equips participants to find that erosion, redesign the workflow properly, and turn it into procedures the whole team can actually rely on, using practical tools from lean operations, service design, and quality management.

Participants map current processes, identify waste and bottlenecks, and rebuild them as clear, auditable SOPs with defined roles and controls. The programme puts equal weight on measurable performance — setting the right KPIs and SLAs, building lightweight dashboards, and running root-cause problem-solving and continuous-improvement cycles — while improving handoffs across teams and preparing processes for digital enablement and selective automation. The goal throughout is a workflow the team designed on purpose, not one it simply inherited.

Who Should Attend?

• Operations and process improvement professionals
• Team leaders, supervisors, and project managers
• HR/L&D and quality assurance specialists
• Anyone tasked with standardizing or scaling team workflows

Knowledge and Benefits

After completing the program, participants will be able to master the following:

• Map end-to-end processes and identify waste and constraints
• Redesign work methods using lean and service-design techniques
• Standardize procedures with clear SOPs, defined roles, and controls
• Define KPIs/SLAs and build lightweight performance dashboards
• Apply root-cause problem-solving (5 Whys, Fishbone, A3) and facilitate PDCA improvement cycles
• Improve cross-team handoffs and reduce errors and rework
• Assess risks and compliance impacts and implement appropriate controls
• Embed knowledge management and version control for procedures, and roll out changes sustainably

Module 1: Starting From the Right Problem, Not the Obvious Fix

• Defining business need, customers, and outcomes; aligning with strategy
• Drafting problem statements (current vs. desired performance) and bounding scope and interfaces with other teams
• Practical training: write a brief charter (goal, scope, success metrics, risks)

Module 2: Mapping What's Actually Happening, Not What's Documented

• Mapping processes with SIPOC, swimlanes, and value-stream basics
• Identifying bottlenecks, rework loops, and failure points; prioritizing issues with impact/effort and quick-win filters
• Practical training: produce a current-state map

Module 3: Measuring Before You Redesign

• Selecting KPIs: quality, time, cost, throughput, satisfaction
• Time studies, sampling, and data integrity checks; visualizing baselines and setting targets and control limits
• Practical training: build a baseline KPI sheet from a process sample

Module 4: Redesigning the Work Itself

• Redesigning steps for value: simplify, combine, eliminate
• Standard work (sequence, timing, expected outcomes) and handoff rules and buffers
• Practical training: draw a future-state map with measurable improvements

Module 5: Turning the Redesign Into SOPs, Roles and Ownership

• SOP structure: purpose, scope, roles, steps, controls, records; usability and governance (versioning, approvals, periodic review)
• Defining ownership, decision rights, and segregation of duties
• Standardizing handoff templates and interface agreements across teams and vendors

Module 6: Running Performance Day to Day — KPIs, SLAs and Root-Cause Fixes

• Translating goals into team-level KPIs and SLAs; early-warning indicators, tiered escalation, and daily/weekly operating routines
• Root-cause problem solving: 5 Whys, Fishbone (Ishikawa), Pareto analysis, and A3 thinking
• Validating causes with data, defining countermeasures, and verifying effectiveness

Module 7: Building In Risk, Compliance and Quality Controls

• Mapping regulatory and compliance requirements to procedures
• Control points, sampling, audits, and error-proof tests
• Non-conformity handling and CAPA cycles

Module 8: Getting Ready for Automation Without Losing Control

• Spotting automation candidates (forms, RPA, workflow tools)
• Data quality, permissions, audit trails, and change control

Module 9: Making Improvement Stick — Collaboration, Retrospectives and Rollout

• Psychological safety and facilitation basics; retrospective formats (Start/Stop/Continue, 4Ls) and cadence
• Building a continuous-improvement backlog with owners and 30/60/90-day horizons
• Stakeholder mapping, communications and training plans, pilots and phased rollouts, and preventing drift through audits and refresh cycles
• Practical training: draft a rollout plan with training assets and success metrics