Overview
This workshop is designed for professionals across the public sector, not-for-profits and private sector who want to redesign a real process they own — moving from an identified problem to a tested solution, ready for implementation within weeks, not months.
The methodology draws on the best of modern process improvement concepts of service design – understanding what users actually experience, behavioural insights and implementation science, with real world examples explored for each sector.
Participants leave having mapped how their process currently works, identified what is causing the problem and designed an improved solution. They will take away a first Plan-Do-Study-Act (PDSA) test plan and a 30-60-90 day implementation roadmap. The day draws on recent research (2020–2025) and is suitable for intermediate-level participants who have had some prior exposure to continuous improvement.
Course Content
- Foundations of value, service logic, and the evidence base for continuous improvement across public, not‑for‑profit, and private services.
- Methods for understanding current state through voice of the user, process scoping, value‑stream mapping, waste analysis, and flow efficiency.
- Practical root‑cause diagnosis using analytical and behavioural tools applied across service environments.
- Future‑state redesign using service‑design standards, co‑design approaches, and defensible automation.
- Implementation approaches combining rapid testing, established change frameworks, and stakeholder navigation.
- Systems for embedding continuous improvement through daily management, structured problem‑solving, measurement, and capability development
Course Outcomes
After completing this course, participants will be able to:
- Make the case for evidence-based process redesign in their own context — public, NFP or private
- Apply a structured method that integrates service design and continuous improvement
- Map current state and diagnose root causes using cross-sector tools
- Design an improved future state by removing waste, co-design and a defensible automation triage
- Plan implementation using PDSA cycles and proven change-management theory
- Establish governance, measurement and daily-management practices to sustain improvement
- Produce a current-state map, root-cause diagnosis, future-state design and 30-60-90 day plan for a real process
Benefits to the Individual
By attending this course, you will gain:
- Practical, end‑to‑end capability to redesign real processes you own
- Confidence applying service design, continuous improvement and automation decisions as an integrated method
- Tangible outputs to take back to work, including maps, diagnosis and a 30‑60‑90 day action plan
- Career‑portable skills in process improvement and change that are consistently in demand
Benefits to the Organisation
Organisations will benefit through:
- Faster, lower‑risk improvement, with real changes ready for go‑live in weeks rather than long projects
- Higher‑quality outcomes from evidence‑based redesign using service design, behavioural insights and implementation science
- Reduced waste, rework and automation risk through structured diagnosis
- Stronger internal continuous‑improvement capability that delivers sustained results
