Master class “Operations Excellence: Design and Improvement of Processes”
Operations Excellence: Design and Improvement of Processes
Learning how to understand, design, and improve processes is a core skill for every leader. A process is a series of steps involved in manufacturing a product or delivering a service, and each step has a capacity that ultimately determines how well the organization can meet market demand. When processes are poorly designed, organizations face bottlenecks, mismatches between supply and demand, and efficiency losses. When processes are well designed, they enable strategy execution, customer satisfaction, and sustainable growth. This course introduces the core principles of process design and improvement, helping participants understand the relationship between strategy and operations. It explores how to analyze bottlenecks, redesign processes to align with organizational goals, and apply tools that enhance both service and manufacturing operations. The program also addresses supply chain challenges and demonstrates how careful analysis and integration can eliminate long-term mismatches and improve performance.
For whom: Managers and leaders seeking to strengthen operational performance; Professionals in supply chain, operations, or process improvement roles; Consultants, corporate strategists, and business advisors; Anyone responsible for designing, executing, or improving organizational processes.
What you will learn: Understand the strategic connection between business processes and organizational performance; Identify and analyze process bottlenecks and capacity mismatches; Apply tools and methodologies to redesign and improve processes; Explore challenges of supply chain operations and solutions for efficiency; Design practical improvements to eliminate inefficiencies and meet market demand.
Training format: A 4-hour in-person practicum in Astana, including mini-lectures, discussions and a hands-on online simulation exercise. There will be a networking opportunity provided over a coffee-break during the practicum.
Faculty: Dr. Fernando G. Bernstein – Associate Dean for Global Initiatives and William and Sue Gross Distinguished Professor of Business Administration, The Fuqua School of Business, Duke University. PhD, Columbia University’s Graduate School of Business
Professor Bernstein’s research interests include retail operations, supply chain management, production planning and inventory control, applications of game theory for production and distribution systems, and revenue management. Professor Bernstein has published papers in leading journals such as Operations Research, Management Science and Manufacturing, and Service Operations Management. Professor Fernando G. Bernstein integrates academic excellence with hands-on insights to help participants confidently analyze operations, eliminate inefficiencies, and drive sustainable process improvements.