This comprehensive one-day course equips managers with the strategic frameworks, practical tools, and psychological insights to drive sustainable continuous improvement. Participants will master customer focus models, quality standards, root cause analysis, and change management techniques to transform service delivery and organisational culture.
Are you ready to turn improvement from a buzzword into real results?
This one-day Managing Improvement course gives managers the tools to drive lasting change.
You’ll learn how to truly understand customer needs, build a quality culture, and prove the value of improvement with hard numbers.
You’ll walk away able to apply proven models, calculate the cost of poor quality, and create SLAs that work for everyone.
It’s practical, focused, and designed for busy leaders who want to make a difference.
Delivered as an open course, closed group session, or one-to-one coaching to suit your needs.
And yes – it counts towards six CPD hours.
To find out more, contact us at lets talk at e q v dot co dot uk.
Counts towards 6 CPD Hours 1 Day 9:00 – 5:00 for Groups Open Public & Closed Group
Please reflect on one or more of the questions below and come prepared to discuss your responses during the session.
Self-Assessment: On a scale of 1–10, how would you rate your current skill level in this subject? What factors influenced your rating?
Development Focus: Identify one specific behaviour, skill, or capability you would like to improve or develop further.
Relevant Examples: If possible, bring one or two relevant examples or scenarios from your experience that you would be willing to share with the group.
What You Will Learn
Apply the CASCADE and PERFECT models to identify, align, and meet internal and external customer needs effectively
Explain the core principles of TQM, ISO 9000, and the Investors in People framework to build a quality culture
Calculate the Cost of Poor Quality (COPQ) to justify improvement investments to senior leadership
Develop robust Service Level Agreements (SLAs) that balance cost, quality, and speed through negotiation
Utilise Root Cause Analysis, Flowcharting, SWOT, and PESTEL to diagnose process failures accurately
Implement the Plan-Do-Check-Act cycle to standardise improvements and prevent recurrence
Lead teams through the emotional journey of change using the ADKAR model to ensure sustainable adoption
Evaluate the impact of improvement initiatives using key performance indicators and corrective action plans
Your Post-Course Challenge
Within 30 days, apply the 5 Whys to one recurring problem in your workplace
Draft a one-page SLA for a key service you provide to an internal or external customer
Share your findings and the resulting improvement plan with your manager
Counts Towards 6 CPD Hours
This course contributes 6 hours of Continuing Professional Development. Delegates can log these hours as evidence of structured learning for professional bodies and employers.
This course is designed for managers and team leaders who are responsible for driving improvement in service delivery, operational efficiency, or organisational performance. Whether you are looking to strengthen your ability to identify problems, implement sustainable changes, or lead your team through transformation, this course provides the essential foundation.
This course is ideal for:
Operations managers seeking to enhance process efficiency and reduce waste in daily workflows
Team leaders aiming to improve service quality and customer satisfaction through structured improvement methods
Project coordinators involved in change initiatives who need practical tools to diagnose and resolve issues
Department supervisors responsible for meeting quality standards and delivering consistent performance
Aspiring managers preparing to take on leadership roles where improvement and accountability are key
Quality assurance practitioners looking to broaden their impact beyond compliance into proactive improvement
No prior experience needed
This course is accessible to professionals at various stages of their management journey. No prior knowledge of improvement methodologies is required — only a willingness to engage with practical concepts and apply them in your workplace.
What you will take away
You will leave with increased confidence in identifying improvement opportunities, a clearer understanding of how to align changes with customer and organisational needs, and practical approaches to lead change that lasts. You’ll also gain the ability to measure the impact of your efforts and communicate their value to stakeholders.
For Groups & Teams
We can deliver this training session in several ways to suit your organisation’s needs:
Open Public Course
Join delegates from other organisations on a scheduled date
Closed Group
Exclusively for your team, using your real scenarios
In Person
Face-to-face at your premises or a venue of your choice
Virtual
Live, interactive online delivery via Teams or Zoom
One-to-One Coaching
Personalised sessions tailored entirely to you
Have two or more people to train?
You may want to consider a closed group course. Benefits include:
Cost effective for teams
Choose a date to suit you
Customise content and timings
No minimum delegate numbers
Uses your real-world scenarios
Builds shared language in your team
Contact us on [email protected] to discuss specific dates and delivery requirements.
How Our Tutor-Led Courses Are Delivered
Before the day
Delegates are given pre-work to complete before attending. This ensures everyone arrives with relevant context and real scenarios from their own experience, so learning is immediately relevant and actionable from the first minute.
On the day
Our sessions are participative and highly interactive. We don’t do “death by PowerPoint” — instead, the day includes a variety of engaging activities throughout:
Real-world casework using your scenarios
Practical hands-on exercises
Real Play (not role play) simulations
Peer learning and group discussion
Case studies and scenario work
Facilitated discussion and structured reflection
What you leave with
Participants leave with:
Practical tools — frameworks and models you can use straight away
Clear action plans — specific next steps tailored to your role
Greater confidence — built through intensive, realistic practice
Skills you can apply immediately — not theory, but techniques tested during the day
After the day
Post-session measurements and a 30-day challenge ensure that learning is embedded and behaviour change is sustained.
Key Features
Course Duration is 1 Day
Engaging tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
Priced per person for open public course
£449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.
