Objectives
The course begins with a look at value creation in the public sector. Next, quality service
delivery will be explored followed by techniques for efficient delivery of services.
At the end of the course learners will be
able to:

•  See opportunities to improve service delivery.
•  Diagnose the problems and barriers to creating value.
•  Design effective and efficient solutions.
•  Apply concepts to solve real world issues.
• Gain insight into the dynamics of managing services, day-to-day;
• Understand theories of Organizational Processes and how they apply to the delivery of services to the public;
•  Manage issues related to waiting for the provision of public services;
• Become familiar with the opportunities and pitfalls of Privatizing public services;
•  Understand how positioning the consumers of public services as customers has the potential to increase accountability;
•  Learn basic concepts of Supply Chain Management and how they apply to the provision of public services

Purpose of this course

•  Developing a service delivery improvement plan to meet organisational targets.
•  Applying service delivery improvements and honour client confidentiality.
•  Reviewing the service delivery improvement plan of the rganisation/department.

Course outline

Serving the Public
Value Creation: How operations management creates public value.
Concepts  involved in the delivery  of a public service? 
How is the provision of a public service similar and different to the provision of a private
service?

  Managing the Process
Different  lenses through which a public manager  can understand different processes
 that exist for the provision of a  public service?
Quality Service Delivery
This section covers key concepts for delivering quality services including,
moments of truth, process mapping, quality via reengineering, and quality via employee
engagement.

Contracting out Public Service Delivery
Under what circumstances does it make sense for a public manager to consider
contracting out a public service to a private provider?
 What are the tools that a public manager can use to hold an outside
provider accountable for the service they deliver?  What are  common pitfalls in this
process?

Managing the Wait for Public Services
Factors that influence how a typical person experiences a wait for a public
service? Is there a difference in how that is experienced whether the service is public
or private?
Given the scarcity of resources available to public managers relative to demand, what
are the strategies available for mitigating or managing the wait?

Understanding Supply Chain Management & Conclusion
Efficient Service Delivery

This section of the course shows you tools and techniques for greater efficiency in the
delivery of services: organizing workflows, managing
capacity/throughput/utilization/bottlenecks, addressing demand peaks and delivering
services through a supply chain.
Supply Chain and its relevance in the provision of a public service?
What should a public manager know about the dynamics of Supply Chain
Management?
What are the broad questions that inform the way in which a public manager
approaches the responsibility of serving the public?

Portfolio OF Evidence
To be declared competent in this training programme, the learner must be assessed by
a registered assessor and be found competent in the following: Formative Assessment
Consisting of classroom activities on which the facilitator will give feedback. Summative
Assessment. This assessment consists of workplace assignments and questions. This
must be the learners’ own individual work.