Proposed five-day professional program. Approximately 25-30 training hours. Final arrangements are confirmed in the written proposal.
Course Overview
Plan operational capacity using demand patterns, work content and service requirements.
This proposed five-day program combines practical case analysis, guided exercises and peer discussion. Participants adapt the course concepts to organizational circumstances and prepare a service workload and capacity model.
Learning Outcomes
Assess demand variability and service commitments.
Evaluate work content and capacity assumptions.
Apply a structured approach to queue handoff and workload balancing.
Develop practical recommendations for capacity scenarios and implementation choices.
Prepare and present a service workload and capacity model.
Who Should Attend
Quality practitioners, process owners, operations managers and continuous improvement teams.
Relevant work experience is recommended. The participant profile, prerequisite knowledge and case complexity are reviewed during planning.
Training Methodology
Facilitated discussion, worked examples, anonymized case analysis, practical exercises, peer review and an applied final assignment.
Learning assessment may include a baseline discussion, review of exercise outputs and a final presentation. Attendance and completion requirements are confirmed in the proposal.
Course Tools and Templates
Demand variability and service commitments worksheet – proposed exercise document.
Work content and capacity assumptions worksheet – proposed exercise document.
Queue handoff and workload balancing worksheet – proposed exercise document.
Capacity scenarios and implementation choices worksheet – proposed exercise document.
Service workload and capacity model – proposed exercise document.
Delivery Requirements
Classroom, live online and in-house delivery can be arranged by agreement. The trainer, language, venue or platform, timetable and required materials are confirmed in writing.
A laptop may be needed for analytical or planning activities. Software availability, licenses and access requirements are agreed before delivery.
Course Customization
The indicative five-day sequence can be adapted to participant experience, industry context and agreed learning objectives. Final dates, fees, agenda, certificate details and delivery arrangements are confirmed in the written proposal.
Proposed Five-Day Course Outline
Day 1 – Demand variability and service commitments
Define the business context, assess current practices and clarify the decisions relating to demand variability and service commitments.
Practical output: Demand variability and service commitments worksheet
Day 2 – Work content and capacity assumptions
Interpret representative information and compare practical approaches to work content and capacity assumptions.
Practical output: Work content and capacity assumptions worksheet
Day 3 – Queue handoff and workload balancing
Use the course tools in a realistic case focused on queue handoff and workload balancing, documenting assumptions and recommendations.
Practical output: Queue handoff and workload balancing worksheet
Day 4 – Capacity scenarios and implementation choices
Review responsibilities, risks and follow-up measures through a practical exercise on capacity scenarios and implementation choices.
Practical output: Capacity scenarios and implementation choices worksheet
Day 5 – Service capacity planning workshop
Integrate the learning through service capacity planning workshop, present the final assignment and propose workplace actions.
Practical output: Service workload and capacity model
