OEX - Operational Excellence

When services are developed and sold with customers, “operations” should be involved, as they ensure that what the customer expects and commissions is realized.

Course description

What are the levers for operational excellence, for customer-oriented “service production” which is constantly improving and also envisages employee satisfaction and own profitability as a measure of success?

Important is the approach of steady improvement. At the same time, acting as a team is important. When services are developed and sold with customers, “operations” should be involved, as they ensure that what the customer expects and commissions is realized.

In this blended learning course, the organization and processes of the service operations and sales as well as call center and helpdesk topics are addressed. Only the successful coexistence of all three areas and a well-made “customer journey” which generates customer enthusiasm at the touchpoints creates “excellence”.

If quality management and audits are understood as helpful support for improvement, i.e. as development parameters, the service organization will fulfill the brand promise sustainably!


Build, optimize and design basic parameters ...

Benefit for the participant

This course focuses on three topics that are fundamental to operational excellence. It outlines methods and procedures to establish and expand an optimal service organization, oriented towards the required processes of the respective business area.

The participants receive initial information packages on the topics in the webinar, upfront of the attendance days. Supplementary study documents offer opportunity to familiarize yourself with the topics and to work on the preparation of the attendance days.


On completion of the course, the participants are able to

  • align a service organization based on the required processes and continuously optimize them according to changing requirements,
  • design the service distribution activities and their basic parameters,
  • build up call centers and help desks and control their key figures.


The “Customer Journey” model helps to understand customers and create exciting touchpoints for their customers. Operational excellence also requires a continuous drive for improvement - appropriate service quality management practices and metrics are addressed and trained in application.

In a Business Project, a concrete task of the participants from their individual work is addressed and the implementation is prepared or accompanied. The participants acquire a set of methods to set up and expand a service organization based on the end-to-end processes of the respective business area and can apply this professionally to their own working practice.


Benefits for the company:

  • Strengthening the competence of employees in their specific functions and roles
  • Increased efficiency and effectiveness in daily processes
  • Return on Investment: The accompanying Business Project directly returns added value to the company.
  • The blended learning concept provides a systematic transfer of learning experience throughout the duration of the course.

Course Contents

The aim is to enable the participants to align their service organization economically to the needs of the customers and to the conditions set in their own company.


Organization and processes

Service – structure and process organization

  • Forms of organization
  • Core and support processes
  • Collaboration with other departments/external partners
  • Process management in service
  • Structured process analysis and process optimization


Service sales management

  • Distribution channels and groups
  • Key account management
  • Inquiries and acquisition


Customer Journey

The right perspective for inspiring contacts, both externally and internally

Call center and help desk management – in customer contact

Communication and presentation

  • Tools of communication
  • Presentation of solutions
  • Success factors at the customer touchpoint

Service culture, basis for a successful relationship management

Selling services

  • The service manager at the point of sale
  • Effective presentation in service sales
  • The consultative selling approach


Quality Management

The EFQM model as an enterprise-wide approach to increasing efficiency

Service Quality Management Systems

  • Management systems at a glance
  • Evaluation of typical process indicators

Activating complaint management as a basis for operational excellence

Audit and development paths for partners


Preparing and presentation of the Business Projects



Business Project

At the end of the day, the participants work out the basic structure of their Business Projects with the respective trainers. At the end of the attendance phase, possible topics for the Business Project are named for this course. The project topic is coordinated within two weeks to cover the interests of the company. In the following 4 weeks, the project will be developed and after approval it will be presented in a group web-session and evaluated by the ISS ServiceAcademy.

For the project identification as well as the further steps after the classroom training, a mentor/champion will be appointed internally by the seconding company to support the participant. The mentor/champion has a supporting function, e.g. to obtaining required data/information from the company.

This form of knowledge transfer is based on a democratic understanding of knowledge transfer and the roles of participants, coaches and mentors/champions (from the seconding company), which, in connection with a generally co-determining, participatory action and interest orientation, also takes into account the demand for holistic learning experiences.


Frontal lessons were yesterday! Case studies, project work and Co. are today!

Blended Learning

Webinars: introduction to the topics

  • Operational excellence
  • Organization and processes
  • Customer journey
  • Quality management


Before starting the classroom training, the participants submit three possible topics to work on in the Business Project naming the mentor/champion from the seconding company to the ISS Service Academy.


Classroom training

  • Keynote speeches and dialogue-oriented lectures
  • Plenary discussion and active exchange of experience
  • Individual work and group work
  • Case studies and role-playing
  • Accompanying the business project from personal work practice


Business Project

  • Independent work on a task from planning through implementation to presentation
  • Democratic and activity-based learning
  • The topic field is usually selected by the participants


Who is the course for?

Leadership and junior executives in service with technical training, who organize and control a service company or service area.

Leadership and junior executives in service who have a commercial and/or business management education and (want to) apply their business knowledge to a concrete context in the service organization.

Speakers and Trainers

The speakers and coaches at the ISS International Business School of Service Management are active managers, entrepreneurs and consultants with many years of service experience.

Our services

Personal payback, return on investment – you can expect that and more!

  • Participation in webinars
  • Participation in classroom courses (three days of attendance) and networking
  • Course documents
  • Drinks and lunch
  • Accompanying the participants and mentors/champions from the company over 4 weeks after the classroom training
  • Evaluation of the business project and presentation in web conference
  • Certificate graduation

Direct implementation of the theoretical learnings into practice – personal payback, customer added value and a direct return on investment for the company by the Business Project.


Please contact us for a selection of hotels for your accommodation.

Your Investment

Engagement, exams, fees: what you invest in the course.

Your time to participate in the webinars, three days of presence as well as preparatory and follow-up activities and personal work sessions during the course period.

In particular, this includes the work on the subsequent Business Project with a current reference to the topic from your own company. At the same time, the Business Project also ensures the payback for the seconding company's investment in advanced training.


3 days of intensive classroom training € 3,680.00 plus VAT

Final exam and Business Project € 1,200.00 plus VAT


Note: The own learning curve pays off! Please contact us for separate conditions when participating/booking several courses.


Business Networking Package

The Business Networking Package is optional and includes the individual support of the participant throughout the entire duration of the course. Evening events with course participants and accommodation in the same hotel promote networking between the participants and increases their motivation. This package was developed for holistic learning and has proven to be a valuable addition to the course.

The price is subject to fluctuations due to the event and hotel selection and is communicated individually.


This course is an offer that promotes the qualification of non-technical staff – business administration and communication. The aim is to implement methods and procedures to expand the service business in one's individual work practice.

With the Certified Business Development Certificate, graduates prove that they have acquired the necessary skills and knowledge to optimally and profitably align existing resources with the needs and references of customers and the marketplace.

The courses have been certified since 1992, since 2009 by the ISS ServiceAcademy. The high quality and topicality of the certificate courses is ensured by the advisory board of the ISS ServiceAcademy.

Information and registration

ISS International Business School of Service Management

Dorotheenstraße 29 a
D-22301 Hamburg
Fon: +49 40 53 69 91-55
Fax: +49 40 53 69 91-66

We also offer all seminars and courses in-house, in English, customized and on demand.
Subject to change.