Certified Operational Excellence Professional (COEP)®

Module 1: Foundations of Operational Excellence and Improvement Planning

Module Purpose

Establish a shared understanding of operational excellence and prepare participants to define a manageable improvement initiative.

1.1 Operational Excellence and Organizational Value

Topics include:

• The meaning and purpose of operational excellence.
• Customer value and stakeholder expectations.
• Efficiency, effectiveness, quality, reliability, and responsiveness.
• Connections between strategy and daily operations.
• The roles of process owners, sponsors, improvement teams, and frontline employees.

Participants explore why a process may be efficient in one area while creating delays or additional work elsewhere.

1.2 Continuous Improvement Approaches

Topics include:

• Plan–Do–Check–Act as a cycle for testing and learning.
• Define–Measure–Analyze–Improve–Control as an improvement structure.
• Incremental Improvement and broader process redesign.
• Selecting an approach appropriate to the problem.
• Ethical reporting and responsible use of operational evidence.

1.3 Selecting and Defining an Improvement Project

Topics include:

• Recognizing recurring operational problems.
• Writing a problem statement without assuming the solution.
• Defining project boundaries and exclusions.
• Identifying stakeholders and resource constraints.
• Establishing objectives and success measures.
• Preparing an improvement charter.

Practical Activity

Convert a broad concern such as “applications take too long” into a defined project with a clear process boundary, measurable objective, and identified stakeholders.

Tools and Templates

Improvement charter, stakeholder register, problem statement template, and scope checklist.

Module Learning Outcomes

Participants should be able to explain core improvement principles, distinguish efficiency from effectiveness, and prepare a feasible improvement charter.

Portfolio Deliverable

Project charter and stakeholder register.

Module 2: Process Mapping and Lean Waste Reduction

Module Purpose

Develop the ability to understand Workflow and identify activities that create delay, consume resources, or reduce service quality.

2.1 Mapping the Current Process

Topics include:

• Defining the beginning and end of a process.
• Identifying suppliers, inputs, process steps, outputs, and customers through SIPOC.
• Creating flowcharts and swimlane maps.
• Documenting decision points, loops, approvals, and handoffs.
• Validating process maps with employees who perform the work.

2.2 Identifying Waste and Bottlenecks

Topics include:

• Waiting and avoidable queues.
• Defects and rework.
• Overprocessing and unnecessary approvals.
• Excess inventory and accumulated work.
• Unnecessary movement and transportation.
• Overproduction.
• Underused employee knowledge and skills.
• Distinguishing value-adding work from necessary non-value-adding activities.
• Identifying bottlenecks and uneven workloads.

2.3 Improving Workflow

Topics include:

• Removing duplicated activities.
• Simplifying approvals and handoffs.
• Clarifying responsibility.
• Applying 5S to physical and digital workspaces.
• Using visual management.
• Preserving essential controls during process simplification.

Practical Activity

Map an onboarding or purchase approval process and identify at least three improvement opportunities.

Tools and Templates

SIPOC, swimlane map, waste observation checklist, and basic value stream map.

Module Learning Outcomes

Participants should be able to produce a current-state process map, identify waste and constraints, and propose workflow improvements linked to specific problems.

Portfolio Deliverable

Current-state process map and waste analysis.

Module 3: Performance Measurement and Operational Data

Module Purpose

Develop the skills to select useful measures, establish a credible baseline, and interpret operational performance.

3.1 Selecting Meaningful Performance Measures

Topics include:

• Linking key performance indicators to improvement objectives.
• Leading and lagging indicators.
• Quality, delivery, cost, productivity, and reliability measures.
• Customer experience measures.
• Balancing speed and efficiency with quality and employee workload.

3.2 Collecting and Checking Operational Data

Topics include:

• Defining each measure consistently.
• Identifying data sources and collection responsibilities.
• Selecting reporting periods and appropriate units.
• Recognizing missing records, duplicate entries, and incomplete timestamps.
• Understanding sampling limitations.
• Establishing a baseline before implementing change.

3.3 Interpreting Performance

Topics include:

• Counts, rates, percentages, averages, medians, and ranges.
• Cycle time and throughput.
• Backlog and work in progress.
• First-pass yield and rework rate.
• Run charts and basic dashboards.
• Recognizing variation.
• Avoiding conclusions based on isolated results.

Practical Activity

Analyze a sample service dataset, calculate baseline performance, and select measures for an improvement project.

Tools and Templates

KPI dictionary, data collection plan, spreadsheet formulas, run chart, and dashboard template.

Module Learning Outcomes

Participants should be able to define useful measures, assess data quality limitations, and calculate and explain a performance baseline.

Portfolio Deliverable

Measurement plan, KPI dictionary, and baseline dashboard.

Module 4: Root Cause Analysis and Quality Improvement

Module Purpose

Prepare participants to investigate why operational problems occur and identify causes that can be addressed through process changes.

4.1 Defining the Problem with Evidence

Topics include:

• Separating symptoms from contributing factors and root causes.
• Describing what happened, where, when, and how frequently.
• Segmenting data by relevant process conditions.
• Using observation and records to investigate a problem.
• Avoiding blame and unsupported conclusions.

4.2 Applying Root Cause Analysis Tools

Topics include:

• Five Whys analysis.
• Cause-and-effect or fishbone diagrams.
• Pareto analysis.
• Identifying plausible causes.
• Developing a cause validation plan.
• Checking whether the available evidence supports the explanation.

4.3 Developing Corrective Actions

Topics include:

• Immediate containment and longer-term corrective action.
• Matching actions to validated causes.
• Error prevention and mistake-proofing.
• Assigning action owners and deadlines.
• Evaluating whether corrective actions worked.

Practical Activity

Investigate recurring invoice errors using frequency data, a fishbone diagram, and a cause validation plan.

Tools and Templates

Five Whys worksheet, fishbone diagram, Pareto chart, and corrective action register.

Module Learning Outcomes

Participants should be able to construct a defensible cause analysis, prioritize causes using evidence, and recommend appropriate corrective actions.

Portfolio Deliverable

Root cause analysis and corrective action proposal.

Module 5: Process Redesign and Standardization

Module Purpose

Translate analysis into a practical future-state process supported by clear procedures and a controlled pilot.

5.1 Comparing Improvement Options

Topics include:

• Generating improvement ideas through structured team discussion.
• Comparing impact, effort, cost, risk, and feasibility.
• Considering available resources and dependencies.
• Identifying unintended consequences.
• Distinguishing estimated benefits from confirmed savings.

5.2 Designing the Future Process

Topics include:

• Redesigning steps, decision rules, responsibilities, and handoffs.
• Preparing standard operating procedures.
• Developing checklists and job aids.
• Assigning document ownership.
• Managing versions and review dates.
• Providing for appropriate exceptions.

5.3 Testing and Refining Improvements

Topics include:

• Defining pilot objectives and boundaries.
• Selecting participants and pilot duration.
• Establishing success criteria.
• Defining escalation and rollback conditions.
• Collecting feedback.
• Comparing pilot performance with the baseline.
• Refining the process before wider implementation.

Practical Activity

Develop a future-state process and standard operating procedure for reducing a service backlog.

Tools and Templates

Decision matrix, impact–effort matrix, SOP template, and pilot plan.

Module Learning Outcomes

Participants should be able to justify a preferred improvement, document a usable process, and design a pilot with measurable success criteria.

Portfolio Deliverable

Future-state process map, SOP, and pilot plan.

Module 6: Digital Enablement and Responsible Automation

Module Purpose

Develop the judgment needed to evaluate technology opportunities and define appropriate human oversight.

6.1 Identifying Digital Workflow Opportunities

Topics include:

• Digital forms and shared work queues.
• Automated routing and notifications.
• Task automation and system integration.
• Process readiness and data readiness.
• Exception handling.
• Identifying unnecessary work before automating it.

6.2 Using Analytics and AI in Operational Improvement

Topics include:

• Using analytics to identify delays and workload patterns.
• Potential applications of AI for categorization, summarization, and decision support.
• Checking outputs for accuracy and suitability.
• Recognizing limitations and incorrect outputs.
• Retaining human review for consequential decisions and unusual cases.

6.3 Establishing Operational Controls

Topics include:

• Access controls and approved data use.
• Confidentiality and information handling.
• Approval points and audit trails.
• Fallback procedures.
• Monitoring errors and service interruptions.
• Comparing expected benefits with implementation and maintenance effort.

Practical Activity

Assess an automated request-routing proposal and document its readiness requirements, exceptions, and review controls.

Tools and Templates

Automation suitability matrix, digital workflow map, and risk and control checklist.

Module Learning Outcomes

Participants should be able to identify suitable digital opportunities, explain limitations of AI-assisted work, and define human oversight and exception controls.

Portfolio Deliverable

Digital improvement opportunity assessment.

Module 7: Implementation and Stakeholder Engagement

Module Purpose

Prepare participants to coordinate implementation and help employees adopt a new or improved process.

7.1 Planning Implementation

Topics include:

• Breaking implementation into manageable activities.
• Defining milestones, dependencies, and resources.
• Assigning responsibilities through a RACI matrix.
• Tracking risks, issues, and unresolved decisions.
• Establishing escalation and approval arrangements.

7.2 Building Stakeholder Support

Topics include:

• Understanding stakeholder needs and concerns.
• Explaining the reason for change.
• Communicating practical effects on daily work.
• Involving employees in testing and refinement.
• Responding to resistance through listening, evidence, and support.

7.3 Preparing People for Adoption

Topics include:

• Identifying training needs.
• Conducting readiness checks.
• Preparing demonstrations and job aids.
• Providing practice opportunities.
• Establishing feedback channels.
• Monitoring adoption alongside operational performance.

Practical Activity

Prepare an implementation, communication, and training plan for the redesigned process.

Tools and Templates

Implementation schedule, RACI matrix, communication plan, and readiness checklist.

Module Learning Outcomes

Participants should be able to prepare an achievable implementation plan, assign ownership, and select appropriate communication and training activities.

Portfolio Deliverable

Implementation, communication, and training plan.

Module 8: Sustaining Improvement and Demonstrating Results

Module Purpose

Establish the ownership, monitoring, and response arrangements needed to maintain improved performance.

8.1 Controlling the Improved Process

Topics include:

• Preparing a control plan.
• Assigning process ownership.
• Setting review frequency and performance thresholds.
• Distinguishing routine variation from signals requiring investigation.
• Defining response actions when performance declines.

8.2 Evaluating Benefits Responsibly

Topics include:

• Comparing baseline and post-change performance.
• Considering changes in volume, case complexity, and operating conditions.
• Distinguishing cash savings, avoided costs, and released capacity.
• Recording implementation costs.
• Recognizing limitations and unintended effects.

8.3 Communicating Results and Continuing Improvement

Topics include:

• Preparing a concise improvement report.
• Presenting evidence and recommendations.
• Explaining remaining risks and assumptions.
• Documenting lessons learned.
• Transferring ownership.
• Identifying the next improvement opportunity.

Practical Activity

Present an improvement portfolio and respond to questions about its evidence, feasibility, and sustainability.

Tools and Templates

Control plan, benefits register, management dashboard, and final report template.

Module Learning Outcomes

Participants should be able to develop a sustainable control plan, evaluate results with appropriate limitations, and communicate a credible improvement case.

Portfolio Deliverable

Control plan, benefits review, and final improvement report.