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LAPT
London Academy of Professional Training
Certificate
Certificate in Change, Leadership and Project Management
REF: MGT-C07
• Management Centres
• Process Excellence Certifications
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| 4Subjects | 111Chapters | 726Classes | 400Total Marks | 60%Pass Mark | LifetimeValidity |
At a Glance
| Reference | MGT-C07 |
| Award | Certificate |
| Assessment | 400 marks — 240 to pass (60%) |
| Prerequisites | None |
| Validity | Lifetime |
| Awarding Body | LAPT — London Academy of Professional Training |
Curriculum
| 1 | Change Management | 44 chapters · 264 classes 100 marks |
• 1 Understanding Change Management Frameworks — 6 classes
› 1.1 Define Key Concepts in Change Management Frameworks
› 1.2 Explore the Stages of Change Management Processes
› 1.3 Identify Different Change Management Models and Their Applications
› 1.4 Analyze the Role of Leadership in Change Initiatives
› 1.5 Develop Strategies for Effective Stakeholder Engagement
› 1.6 Apply Change Management Frameworks to Real-World Scenarios
• 2 Identifying Opportunities for Improvement — 6 classes
› 2.1 Define Key Metrics for Improvement Opportunities
› 2.2 Analyze Current Processes for Inefficiencies
› 2.3 Utilize SWOT Analysis to Identify Strengths and Weaknesses
› 2.4 Gather Stakeholder Feedback to Uncover Improvement Areas
› 2.5 Prioritize Improvement Opportunities Using Impact Assessment
› 2.6 Develop an Action Plan for Implementing Improvements
• 3 Engaging Stakeholders in Change Initiatives — 6 classes
› 3.1 Identify Key Stakeholders in Change Initiatives
› 3.2 Analyze Stakeholder Needs and Concerns
› 3.3 Develop a Stakeholder Engagement Plan
› 3.4 Communicate Effectively with Stakeholders
› 3.5 Involve Stakeholders in the Change Process
› 3.6 Evaluate Stakeholder Feedback and Adjust Strategies
• 4 Implementing Continuous Improvement Strategies — 6 classes
› 4.1 Identify Opportunities for Continuous Improvement
› 4.2 Analyze Current Processes Using the PDCA Cycle
› 4.3 Develop Effective Measurement Metrics for Improvement
› 4.4 Engage Stakeholders in the Change Process
› 4.5 Implement Change Initiatives with a Continuous Feedback Loop
› 4.6 Evaluate and Sustain Long-term Improvement Outcomes
• 5 Measuring and Sustaining Change Outcomes — 6 classes
› 5.1 Define Key Performance Indicators for Change Initiatives
› 5.2 Develop a Measurement Framework for Change Outcomes
› 5.3 Collect and Analyze Data on Change Implementation
› 5.4 Evaluate the Effectiveness of Change Initiatives
› 5.5 Identify Strategies for Sustaining Change Over Time
› 5.6 Create an Action Plan for Continuous Improvement
• 1 Understanding Change in Lean Environments — 6 classes
› 1.1 Define Change Management Concepts in Lean
› 1.2 Identify Drivers of Change in Lean Environments
› 1.3 Analyze Resistance to Change in Lean Practices
› 1.4 Explore Strategies for Effective Change Communication
› 1.5 Implement Change Management Tools in Lean Projects
› 1.6 Evaluate the Impact of Change Initiatives on Lean Performance
• 2 Lean Tools and Techniques for Change Implementation — 6 classes
› 2.1 Identify Key Lean Tools for Change Management
› 2.2 Analyze the Impact of Change Using Value Stream Mapping
› 2.3 Implement Kaizen for Continuous Improvement in Change Processes
› 2.4 Create Standard Operating Procedures to Support Change
› 2.5 Utilize the 5 Whys Technique to Address Change Resistance
› 2.6 Develop an Action Plan for Sustaining Change with Lean Principles
• 3 Communication Strategies During Change — 6 classes
› 3.1 Identify Key Stakeholders in Change Communication
› 3.2 Develop Clear Communication Objectives for Transition
› 3.3 Choose Effective Communication Channels for Diverse Audiences
› 3.4 Crafting Messages That Resonate: Language and Tone
› 3.5 Facilitate Feedback Loops to Enhance Engagement
› 3.6 Evaluate Communication Effectiveness and Adapt Strategies
• 4 Engaging Teams in Lean Change Processes — 6 classes
› 4.1 Understand the Importance of Engaging Teams in Lean Change
› 4.2 Identify Common Barriers to Team Engagement in Lean Processes
› 4.3 Explore Techniques for Effective Communication in Change Initiatives
› 4.4 Develop Strategies to Foster Team Collaboration in Lean Projects
› 4.5 Implement Feedback Mechanisms to Enhance Team Involvement
› 4.6 Evaluate the Impact of Team Engagement on Lean Change Outcomes
• 5 Measuring the Impact of Change in Lean Systems — 6 classes
› 5.1 Identify Key Performance Indicators for Change Measurement
› 5.2 Analyze Baseline Metrics Before Implementing Change
› 5.3 Implement Data Collection Techniques in Lean Systems
› 5.4 Evaluate the Impact of Change Using Qualitative Methods
› 5.5 Conduct Quantitative Analysis Post-Change Implementation
› 5.6 Develop Action Plans Based on Change Measurement Findings
• 1 Understanding Change Management Principles in Lean — 6 classes
› 1.1 Define Change Management in Lean Initiatives
› 1.2 Identify Key Principles of Change Management
› 1.3 Analyze the Role of Leadership in Change Management
› 1.4 Assess Resistance to Change in Lean Environments
› 1.5 Develop Effective Communication Strategies for Change
› 1.6 Create an Action Plan for Implementing Change in Lean Projects
• 2 Identifying Stakeholders and Their Roles in Lean Change — 6 classes
› 2.1 Identify Key Stakeholders in Lean Initiatives
› 2.2 Analyze Stakeholder Interests and Influence
› 2.3 Map Stakeholder Relationships in Change Management
› 2.4 Define Stakeholder Roles and Responsibilities
› 2.5 Develop Strategies for Engaging Stakeholders
› 2.6 Assess the Impact of Stakeholder Engagement on Lean Success
• 3 Developing a Change Management Strategy for Lean Initiatives — 6 classes
› 3.1 Identify Key Stakeholders for Lean Change Initiatives
› 3.2 Assess Organizational Readiness for Change
› 3.3 Develop Communication Strategies for Lean Initiatives
› 3.4 Create a Change Management Action Plan
› 3.5 Implement Change Management Techniques in Lean Projects
› 3.6 Evaluate and Sustain Change in Lean Initiatives
• 4 Overcoming Resistance to Change in Lean Environments — 6 classes
› 4.1 Identify Sources of Resistance in Lean Change
› 4.2 Analyze The Impact of Resistance on Lean Initiatives
› 4.3 Develop Strategies to Address Resistance in Teams
› 4.4 Communicate Change Effectively to Stakeholders
› 4.5 Engage Employees in the Change Process
› 4.6 Evaluate and Sustain Change through Feedback Loops
• 5 Measuring Change Impact and Sustaining Lean Improvements — 6 classes
› 5.1 Define Key Performance Indicators for Measuring Change Impact
› 5.2 Analyze Baseline Data to Establish Improvement Benchmarks
› 5.3 Utilize Qualitative and Quantitative Methods to Assess Change
› 5.4 Develop a Framework for Sustaining Lean Improvements Over Time
› 5.5 Conduct Regular Reviews to Measure Long-Term Change Effectiveness
› 5.6 Create an Action Plan for Continuous Improvement and Adaptation
• 1 Understanding Change Management Fundamentals — 6 classes
› 1.1 Define Change Management and Its Importance
› 1.2 Identify Types of Change in Organizations
› 1.3 Explore Key Models of Change Management
› 1.4 Analyze Stakeholder Impact During Change Initiatives
› 1.5 Develop Strategies for Managing Resistance to Change
› 1.6 Implement a Change Management Plan: Best Practices
• 2 Identifying Drivers of Change in Organizations — 6 classes
› 2.1 Define Key Concepts of Change in Organizations
› 2.2 Identify Internal Drivers of Change: Culture and Structure
› 2.3 Explore External Drivers of Change: Market Trends and Competition
› 2.4 Analyze the Role of Technology as a Driver of Change
› 2.5 Evaluate Stakeholder Influence on Change Initiatives
› 2.6 Develop a Strategy to Communicate Change Drivers Effectively
• 3 Models and Frameworks of Change Management — 6 classes
› 3.1 Explore Key Change Management Models
› 3.2 Analyze the ADKAR Model for Effective Change
› 3.3 Evaluate Lewin's Change Management Framework
› 3.4 Apply Kotter's 8-Step Process in a Case Study
› 3.5 Compare and Contrast Change Management Frameworks
› 3.6 Design a Custom Change Management Strategy
• 4 Strategies for Effective Change Communication — 6 classes
› 4.1 Identify Key Stakeholders in Change Communication
› 4.2 Develop a Clear Change Message Framework
› 4.3 Utilize Multiple Channels for Effective Messaging
› 4.4 Foster Two-Way Communication During Change
› 4.5 Tailor Communication Strategies to Diverse Audiences
› 4.6 Evaluate and Adjust Communication Plans Based on Feedback
• 5 Measuring and Sustaining Change in Organizations — 6 classes
› 5.1 Define Key Metrics for Measuring Change Effectiveness
› 5.2 Identify Tools for Monitoring Change Progress
› 5.3 Analyze Data to Evaluate Change Outcomes
› 5.4 Develop Strategies for Sustaining Change Efforts
› 5.5 Create a Communication Plan for Change Sustainability
› 5.6 Implement Continuous Improvement Practices Post-Change
• 1 Foundations of Change Management: Understanding the Need for Change — 6 classes
› 1.1 Identify the Drivers of Change in Organizations
› 1.2 Analyze the Impact of Change on Stakeholders
› 1.3 Explore Theories and Models of Change Management
› 1.4 Assess Organizational Readiness for Change Initiatives
› 1.5 Develop a Change Vision and Objectives
› 1.6 Create an Action Plan for Implementing Change
• 2 Change Models and Frameworks: Tools for Effective Transformation — 6 classes
› 2.1 Explore the Importance of Change Models in Organizational Transformation
› 2.2 Analyze Key Change Management Theories and Their Applications
› 2.3 Compare and Contrast Popular Change Frameworks: Pros and Cons
› 2.4 Identify the Stages of Change Using the ADKAR Model
› 2.5 Develop a Customized Change Framework for Your Organization
› 2.6 Implement Effective Change Strategies Using Real-World Case Studies
• 3 Stakeholder Engagement: Building Support for Change — 6 classes
› 3.1 Identify Key Stakeholders in Change Initiatives
› 3.2 Analyze Stakeholder Interests and Concerns
› 3.3 Develop Effective Communication Strategies for Stakeholder Engagement
› 3.4 Foster Relationships Through Active Listening Techniques
› 3.5 Build Coalitions: Engaging Influencers and Advocates
› 3.6 Measure Stakeholder Support and Adjust Engagement Strategies
• 4 Communication Strategies: Conveying Change Effectively — 6 classes
› 4.1 Identify Key Stakeholders in Change Communication
› 4.2 Develop Clear Messaging for Change Initiatives
› 4.3 Utilize Different Communication Channels for Maximum Impact
› 4.4 Engage Employees Through Active Listening Techniques
› 4.5 Overcome Resistance by Addressing Concerns Transparently
› 4.6 Evaluate Communication Effectiveness and Adjust Strategies
• 5 Measuring Change Success: Metrics and Continuous Improvement — 6 classes
› 5.1 Define Success: Identifying Key Metrics for Change Initiatives
› 5.2 Develop Baseline Measurements: Establishing a Starting Point
› 5.3 Implement Continuous Feedback Mechanisms: Gathering Real-Time Data
› 5.4 Analyze Data: Interpreting Metrics for Improvement Opportunities
› 5.5 Evaluate Change Outcomes: Assessing the Impact of Implemented Strategies
› 5.6 Foster a Culture of Continuous Improvement: Encouraging Ongoing Development
• 6 Corporate Social Responsibility Management — 6 classes
› 6.1 Introduction to Corporate Social Responsibility
› 6.2 Understanding Stakeholder Engagement
› 6.3 Developing CSR Strategies
› 6.4 Measuring CSR Impact
› 6.5 Reporting and Transparency in CSR
› 6.6 Integrating CSR into Business Operations
• 1 Understanding the Change Management Process: Foundations and Theories — 6 classes
› 1.1 Define Key Concepts in Change Management
› 1.2 Explore Theories of Change Management: Lewin's Model
› 1.3 Analyze Kotter's 8-Step Change Model
› 1.4 Examine Organizational Culture and Change
› 1.5 Identify Stakeholder Roles in the Change Process
› 1.6 Apply Change Management Strategies to Real-World Scenarios
• 2 Stakeholder Analysis and Engagement Strategies — 6 classes
› 2.1 Identify Key Stakeholders in Change Processes
› 2.2 Analyze Stakeholder Influence and Impact
› 2.3 Develop Stakeholder Engagement Plans
› 2.4 Communicate Change Effectively to Stakeholders
› 2.5 Evaluate Stakeholder Feedback and Adjust Strategies
› 2.6 Foster Long-term Relationships with Stakeholders
• 3 Developing and Communicating a Change Vision — 6 classes
› 3.1 Define and Articulate the Change Vision
› 3.2 Identify Stakeholders and Their Needs
› 3.3 Craft a Compelling Change Narrative
› 3.4 Utilize Visual Aids to Enhance Communication
› 3.5 Develop a Feedback Mechanism for Engagement
› 3.6 Evaluate the Effectiveness of the Change Vision Communication
• 4 Overcoming Resistance to Change: Techniques and Best Practices — 6 classes
› 4.1 Identify Common Sources of Resistance to Change
› 4.2 Analyze the Impact of Resistance on Change Initiatives
› 4.3 Explore Effective Communication Strategies for Change
› 4.4 Engage Stakeholders to Foster Support for Change
› 4.5 Implement Techniques to Address Resistance to Change
› 4.6 Evaluate the Success of Change Initiatives Through Feedback
• 5 Sustaining Change: Measurement and Continuous Improvement — 6 classes
› 5.1 Define Key Performance Indicators for Change Sustainment
› 5.2 Analyze Current State: Evaluating Change Impact
› 5.3 Develop a Feedback Loop for Continuous Improvement
› 5.4 Implement Tools for Measuring Change Effectiveness
› 5.5 Foster a Culture of Adaptability in Teams
› 5.6 Create Action Plans for Future Improvement Initiatives
• 2 Identifying Change Drivers and Resistance — 6 classes
› 2.1 Analyze Common Change Drivers in Organizations
› 2.2 Identify Internal and External Forces of Change
› 2.3 Assess the Impact of Change on Employees
› 2.4 Recognize Symptoms of Resistance to Change
› 2.5 Develop Strategies to Overcome Resistance
› 2.6 Create a Change Management Action Plan
• 3 Change Management Models and Frameworks — 6 classes
› 3.1 Explore Key Change Management Theories
› 3.2 Analyze the ADKAR Model for Effective Change
› 3.3 Assess Lewin's Change Management Framework
› 3.4 Implement Kotter's 8-Step Process in Real Scenarios
› 3.5 Compare Different Change Management Models
› 3.6 Develop a Change Management Strategy Using Chosen Frameworks
• 4 Developing Effective Change Strategies — 6 classes
› 4.1 Identify Key Drivers for Change
› 4.2 Assess Stakeholder Impact and Readiness
› 4.3 Develop a Comprehensive Change Vision
› 4.4 Create a Step-by-Step Change Implementation Plan
› 4.5 Evaluate Change Effectiveness Metrics
› 4.6 Foster a Culture of Continuous Improvement
• 5 Measuring Change Impact and Sustaining Improvements — 6 classes
› 5.1 Identify Key Metrics for Measuring Change Impact
› 5.2 Analyze Data to Assess Change Effectiveness
› 5.3 Evaluate Stakeholder Feedback on Change Initiatives
› 5.4 Develop Strategies for Sustaining Change Improvements
› 5.5 Create a Continuous Improvement Action Plan
› 5.6 Present Findings and Recommendations for Future Changes
• 1 Understanding the Fundamentals of Change Management — 6 classes
› 1.1 Define Change Management and Its Importance
› 1.2 Identify Key Drivers of Change in Organizations
› 1.3 Understand the Change Management Lifecycle
› 1.4 Explore Common Models and Frameworks for Change
› 1.5 Assess Stakeholder Impact During Change Processes
› 1.6 Develop a Change Management Action Plan
• 2 Theories and Models of Change Management — 6 classes
› 2.1 Explore Key Theories of Change Management
› 2.2 Analyze the ADKAR Model of Change
› 2.3 Evaluate Lewin's Change Management Model
› 2.4 Examine Kotter's 8-Step Process for Change
› 2.5 Contrast Different Change Management Models
› 2.6 Implement a Change Management Strategy in a Case Study
• 4 Overcoming Resistance to Change — 6 classes
› 4.1 Identify Common Sources of Resistance to Change
› 4.2 Analyze the Impact of Emotions on Resistance
› 4.3 Develop Strategies to Address Resistance
› 4.4 Communicate Effectively to Mitigate Concerns
› 4.5 Engage Stakeholders in the Change Process
› 4.6 Evaluate the Success of Resistance Management Strategies
• 5 Measuring and Sustaining Change Success — 6 classes
› 5.1 Define Key Performance Indicators for Change Success
› 5.2 Develop Baseline Metrics to Measure Change Impact
› 5.3 Analyze Data to Evaluate Change Effectiveness
› 5.4 Identify Stakeholder Feedback Mechanisms for Continuous Improvement
› 5.5 Create a Change Sustainability Plan for Long-term Success
› 5.6 Present and Communicate Change Outcomes to Stakeholders
• 1 Understanding Change Management Principles — 6 classes
› 1.1 Define Change Management and Its Importance
› 1.2 Identify Key Principles of Change Management
› 1.3 Examine the Change Management Lifecycle
› 1.4 Analyze Common Change Management Models
› 1.5 Assess Stakeholder Roles in Change Initiatives
› 1.6 Develop a Change Management Communication Plan
• 2 The Change Management Process: Stages and Methodologies — 6 classes
› 2.1 Define the Change Management Process: Key Concepts and Importance
› 2.2 Identify the Stages of Change: From Awareness to Reinforcement
› 2.3 Explore Change Management Methodologies: Pros and Cons
› 2.4 Analyze Stakeholder Impact: Engaging and Communicating Effectively
› 2.5 Develop a Change Management Plan: Steps and Best Practices
› 2.6 Evaluate Change Success: Metrics and Continuous Improvement
• 3 Stakeholder Engagement and Communication Strategies — 6 classes
› 3.1 Identify Key Stakeholders in Change Initiatives
› 3.2 Analyze Stakeholder Needs and Expectations
› 3.3 Develop Effective Communication Plans for Stakeholders
› 3.4 Implement Strategies for Engaging Stakeholders During Change
› 3.5 Measure the Impact of Communication on Stakeholder Engagement
› 3.6 Tailor Messaging for Diverse Stakeholder Groups
• 4 Tools and Techniques for Managing Change — 6 classes
› 4.1 Identify Key Change Management Tools
› 4.2 Analyze Stakeholder Impact Using Change Assessment Techniques
› 4.3 Implement Effective Communication Strategies for Change
› 4.4 Develop a Change Management Plan Using the ADKAR Model
› 4.5 Evaluate Change Outcomes with Performance Metrics
› 4.6 Apply Continuous Improvement Techniques to Reinforce Change
• 5 Evaluating and Sustaining Change long-term — 6 classes
› 5.1 Measuring Change Impact
› 5.2 Strategies for Long-Term Adoption
› 5.3 Feedback Mechanisms for Change
› 5.4 Overcoming Resistance to Change
› 5.5 Continuous Improvement Practices
› 5.6 Cultural Alignment for Change
| 2 | Leadership and Team Dynamics | 36 chapters · 216 classes 100 marks |
• 1 Understanding Data in Lean Contexts — 6 classes
› 1.1 Identify Key Data Types in Lean Operations
› 1.2 Analyze Data Sources for Lean Decision-Making
› 1.3 Explore Descriptive Statistics in Lean Contexts
› 1.4 Utilize Visual Data Representation Techniques
› 1.5 Evaluate Data Trends to Identify Improvement Areas
› 1.6 Apply Data-Driven Insights to Lean Problem Solving
• 2 Data Collection Techniques for Lean Management — 6 classes
› 2.1 Identify Key Data Collection Methods for Lean Management
› 2.2 Analyze the Role of Qualitative vs Quantitative Data in Lean Strategies
› 2.3 Evaluate the Effectiveness of Surveys and Interviews for Data Gathering
› 2.4 Implement Observational Techniques to Enhance Data Accuracy
› 2.5 Utilize Technology Tools for Data Collection in Lean Operations
› 2.6 Apply Data Analysis Techniques to Inform Lean Decision Making
• 3 Analyzing Data for Lean Performance Indicators — 6 classes
› 3.1 Define Lean Performance Indicators and Their Importance
› 3.2 Identify Key Data Sources for Lean Performance Analysis
› 3.3 Collect and Organize Data for Effective Analysis
› 3.4 Analyze Data Trends to Identify Improvement Opportunities
› 3.5 Apply Statistical Tools to Evaluate Lean Performance
› 3.6 Create Actionable Insights from Data Analysis for Lean Decisions
• 4 Interpreting Data to Identify Improvement Opportunities — 6 classes
› 4.1 Define Key Data Metrics for Lean Analysis
› 4.2 Collect and Organize Data for Improvement Opportunities
› 4.3 Analyze Data Trends to Identify Inefficiencies
› 4.4 Apply Statistical Tools to Support Decision-Making
› 4.5 Visualize Data Insights for Stakeholder Communication
› 4.6 Develop Actionable Recommendations Based on Data Analysis
• 5 Data-Driven Decision Making in Lean Environments — 6 classes
› 5.1 Understand Key Metrics for Lean Decision Making
› 5.2 Collect and Organize Relevant Data for Analysis
› 5.3 Analyze Data Trends to Identify Improvement Opportunities
› 5.4 Apply Statistical Tools to Support Lean Initiatives
› 5.5 Interpret Data Visualizations for Effective Communication
› 5.6 Develop Actionable Plans Based on Data Insights
• 1 Understanding Leadership Styles in Lean Management — 6 classes
› 1.1 Identify Key Leadership Styles in Lean Management
› 1.2 Analyze the Impact of Leadership Styles on Team Dynamics
› 1.3 Evaluate Personal Leadership Style Using Self-Assessment Tools
› 1.4 Explore the Role of Transformational Leadership in Lean Contexts
› 1.5 Implement Situational Leadership Techniques in Team Scenarios
› 1.6 Develop a Personal Action Plan for Effective Leadership in Lean Management
• 2 Building High-Performing Teams — 6 classes
› 2.1 Identify Characteristics of High-Performing Teams
› 2.2 Assess Team Dynamics and Roles
› 2.3 Foster Effective Communication Strategies
› 2.4 Establish Trust and Accountability within Teams
› 2.5 Implement Conflict Resolution Techniques
› 2.6 Develop Action Plans for Team Improvement
• 3 Effective Communication in Lean Environments — 6 classes
› 3.1 Understand Lean Communication Principles
› 3.2 Identify Barriers to Effective Communication
› 3.3 Explore Active Listening Techniques
› 3.4 Practice Clear and Concise Messaging
› 3.5 Apply Feedback Mechanisms in Teams
› 3.6 Use Communication Tools for Lean Collaboration
• 4 Conflict Resolution and Problem-Solving Techniques — 6 classes
› 4.1 Identify Sources of Conflict in Teams
› 4.2 Analyze Conflict Styles and Their Impacts
› 4.3 Apply Active Listening Techniques for Resolution
› 4.4 Explore Collaborative Problem-Solving Methods
› 4.5 Develop a Conflict Resolution Action Plan
› 4.6 Implement and Evaluate Conflict Resolution Strategies
• 5 Empowering Team Members and Encouraging Continuous Improvement — 6 classes
› 5.1 Identify Key Empowerment Strategies for Team Members
› 5.2 Develop Communication Techniques to Foster Team Trust
› 5.3 Implement Tools for Encouraging Continuous Improvement
› 5.4 Analyze Team Dynamics to Identify Improvement Opportunities
› 5.5 Create Action Plans for Team Empowerment and Development
› 5.6 Evaluate the Impact of Empowerment on Team Performance
• 1 Fundamentals of Leadership in Operational Excellence — 6 classes
› 1.1 Define Operational Excellence and its Leadership Role
› 1.2 Identify Key Leadership Traits for Operational Excellence
› 1.3 Explore Effective Communication Strategies in Leadership
› 1.4 Assess the Impact of Leadership Styles on Operational Excellence
› 1.5 Implement Strategies for Engaging Teams in Operational Excellence
› 1.6 Develop an Action Plan for Personal Leadership Growth
• 2 Developing a Vision for Operational Excellence — 6 classes
› 2.1 Identify Core Values for Operational Excellence
› 2.2 Analyze Stakeholder Perspectives in Vision Development
› 2.3 Craft a Compelling Vision Statement
› 2.4 Align Vision with Organizational Goals and Strategies
› 2.5 Communicate the Vision Effectively to Teams
› 2.6 Implement Vision-Driven Initiatives for Operational Excellence
• 3 Building and Leading High-Performing Teams — 6 classes
› 3.1 Define Characteristics of High-Performing Teams
› 3.2 Foster Trust and Communication Among Team Members
› 3.3 Set Clear Goals and Accountability Structures
› 3.4 Implement Collaborative Decision-Making Processes
› 3.5 Develop Strategies for Continuous Feedback and Improvement
› 3.6 Evaluate Team Performance and Celebrate Successes
• 4 Change Management and Organizational Culture — 6 classes
› 4.1 Understand the Foundations of Change Management
› 4.2 Identify Key Components of Organizational Culture
› 4.3 Analyze the Relationship Between Change and Culture
› 4.4 Assess Stakeholder Impact on Change Initiatives
› 4.5 Develop Strategies for Cultural Change in Organizations
› 4.6 Implement and Evaluate Change Management Plans
• 5 Measuring Success and Sustaining Operational Excellence — 6 classes
› 5.1 Define Key Performance Indicators for Operational Excellence
› 5.2 Evaluate Measurement Tools and Techniques
› 5.3 Analyze Data Trends to Identify Improvement Areas
› 5.4 Develop a Balanced Scorecard for Success Tracking
› 5.5 Implement Continuous Improvement Strategies
› 5.6 Foster a Culture of Accountability and Achievement
• 1 Foundations of Leadership in Operational Excellence — 6 classes
› 1.1 Define Operational Excellence and Its Importance in Leadership
› 1.2 Explore Core Leadership Theories and Their Application
› 1.3 Identify Key Traits of Effective Leaders in Operational Settings
› 1.4 Analyze the Role of Team Dynamics in Leadership Success
› 1.5 Develop Strategies for Effective Team Communication and Collaboration
› 1.6 Create an Action Plan for Personal Leadership Development
• 2 Building High-Performing Teams: Strategies and Techniques — 6 classes
› 2.1 Define Characteristics of High-Performing Teams
› 2.2 Assess Team Dynamics and Roles
› 2.3 Foster Effective Communication Strategies
› 2.4 Implement Collaborative Problem-Solving Techniques
› 2.5 Develop a Team Performance Measurement Framework
› 2.6 Apply Techniques for Continuous Team Improvement
• 3 Effective Communication and Influence in Leadership — 6 classes
› 3.1 Understand the Foundations of Effective Communication in Leadership
› 3.2 Explore Different Communication Styles and Their Impact on Teams
› 3.3 Develop Active Listening Skills to Enhance Team Engagement
› 3.4 Apply Persuasion Techniques to Influence Team Decisions
› 3.5 Utilize Nonverbal Communication to Strengthen Leadership Presence
› 3.6 Implement Feedback Strategies to Foster Open Communication within Teams
• 4 Fostering a Culture of Continuous Improvement — 6 classes
› 4.1 Identify Key Elements of a Continuous Improvement Culture
› 4.2 Analyze Leadership Styles That Foster Improvement
› 4.3 Develop a Strategy for Encouraging Team Engagement
› 4.4 Implement Tools for Effective Feedback and Communication
› 4.5 Evaluate Team Performance and Identify Improvement Opportunities
› 4.6 Create an Action Plan for Sustaining Continuous Improvement
• 5 Conflict Resolution and Adaptive Leadership in Teams — 6 classes
› 5.1 Identify Common Sources of Conflict in Teams
› 5.2 Explore the Role of Emotional Intelligence in Conflict Resolution
› 5.3 Analyze Conflict Resolution Styles and Their Impact on Team Dynamics
› 5.4 Develop Active Listening Skills for Effective Communication
› 5.5 Implement Adaptive Leadership Techniques for Managing Conflict
› 5.6 Create a Conflict Resolution Action Plan for Team Scenarios
• 6 Effective Meeting Leadership — 6 classes
› 6.1 Understanding Meeting Objectives
› 6.2 Preparing an Effective Agenda
› 6.3 Facilitating Productive Discussions
› 6.4 Encouraging Participation and Engagement
› 6.5 Managing Time and Keeping Focus
› 6.6 Evaluating Meeting Outcomes
• 1 Foundations of Leadership in Process Improvement — 6 classes
› 1.1 Define Key Leadership Concepts in Process Improvement
› 1.2 Identify Essential Leadership Qualities for Effective Teams
› 1.3 Explore Different Leadership Styles in Process Improvement
› 1.4 Analyze Team Dynamics and Their Impact on Leadership
› 1.5 Apply Leadership Strategies to Foster Team Collaboration
› 1.6 Evaluate Personal Leadership Skills and Development Needs
• 2 Understanding Team Dynamics in Process Improvement Initiatives — 6 classes
› 2.1 Identify Key Roles in Team Dynamics
› 2.2 Explore Stages of Team Development
› 2.3 Analyze Team Communication Patterns
› 2.4 Assess the Impact of Team Culture on Performance
› 2.5 Implement Strategies for Enhancing Team Collaboration
› 2.6 Evaluate the Success of Team Dynamics in Process Improvement
• 3 Developing Effective Communication Strategies for Teams — 6 classes
› 3.1 Identify Key Elements of Effective Communication
› 3.2 Analyze Common Barriers to Team Communication
› 3.3 Develop Active Listening Skills for Leaders
› 3.4 Implement Techniques for Giving Constructive Feedback
› 3.5 Design Inclusive Communication Strategies for Diverse Teams
› 3.6 Evaluate the Impact of Communication on Team Performance
• 4 Decision-Making and Problem-Solving in Teams — 6 classes
› 4.1 Identify Key Decision-Making Styles in Teams
› 4.2 Analyze the Role of Team Dynamics in Problem-Solving
› 4.3 Explore Techniques for Collaborative Decision-Making
› 4.4 Evaluate the Impact of Cognitive Biases on Team Decisions
› 4.5 Develop a Framework for Effective Problem-Solving in Teams
› 4.6 Implement Real-World Scenarios to Practice Decision-Making Skills
• 5 Leading Change and Building a Culture of Continuous Improvement — 6 classes
› 5.1 Understand the Importance of Change in Organizations
› 5.2 Identify Key Drivers of Change and Improvement
› 5.3 Develop Effective Communication Strategies for Change Initiatives
› 5.4 Foster a Culture that Embraces Continuous Improvement
› 5.5 Engage Teams in the Change Process Through Collaboration
› 5.6 Evaluate the Impact of Change and Continuous Improvement Efforts
• 1 Understanding Leadership Styles in Process Excellence — 6 classes
› 1.1 Identify Key Leadership Styles in Process Excellence
› 1.2 Analyze the Impact of Leadership Styles on Team Dynamics
› 1.3 Explore Transformational Leadership in Process Improvement
› 1.4 Evaluate Situational Leadership Frameworks for Process Management
› 1.5 Develop Personal Leadership Style Assessment for Process Excellence
› 1.6 Apply Effective Leadership Strategies to Real-World Process Scenarios
• 2 Building a Culture of Continuous Improvement — 6 classes
› 2.1 Identify Key Principles of Continuous Improvement
› 2.2 Assess Organizational Readiness for Change
› 2.3 Develop Strategies for Engaging Employees in Improvement Initiatives
› 2.4 Implement Feedback Mechanisms to Foster a Growth Mindset
› 2.5 Analyse Success Stories to Inspire a Culture of Improvement
› 2.6 Create an Action Plan for Sustaining Continuous Improvement Efforts
• 3 Aligning Process Excellence with Business Strategy — 6 classes
› 3.1 Define Process Excellence and Its Importance in Business Strategy
› 3.2 Identify Key Elements of Business Strategy that Impact Process Optimization
› 3.3 Analyze Case Studies of Successful Alignment between Process Excellence and Business Strategy
› 3.4 Develop a Framework for Integrating Process Excellence into Organizational Goals
› 3.5 Create Action Plans for Implementing Process Improvement Initiatives Aligned with Strategy
› 3.6 Evaluate the Impact of Process Excellence on Business Performance Metrics
• 4 Data-Driven Decision Making in Leadership — 6 classes
› 4.1 Understand the Importance of Data in Leadership Decisions
› 4.2 Explore Key Data Sources for Process Optimization
› 4.3 Analyze Data: Tools and Techniques for Leaders
› 4.4 Interpret Data Findings to Enhance Team Performance
› 4.5 Communicate Data Insights Effectively to Stakeholders
› 4.6 Apply Data-Driven Strategies to Real-World Leadership Scenarios
• 5 Leading Change Management in Process Optimization — 6 classes
› 5.1 Understand the Foundations of Change Management
› 5.2 Identify Key Drivers for Change in Process Optimization
› 5.3 Develop a Change Management Strategy for Process Improvement
› 5.4 Engage Stakeholders in the Change Process
› 5.5 Implement Change Management Techniques in Practice
› 5.6 Evaluate and Sustain Change in Process Optimization
• 1 Understanding Leadership Styles in Six Sigma — 6 classes
› 1.1 Identify Key Leadership Styles in Six Sigma
› 1.2 Analyze the Impact of Leadership Styles on Team Dynamics
› 1.3 Compare and Contrast Transformational and Transactional Leadership
› 1.4 Evaluate Situational Leadership in Six Sigma Projects
› 1.5 Develop Strategies to Adapt Leadership Styles for Team Needs
› 1.6 Apply Leadership Styles to Enhance Six Sigma Project Outcomes
• 2 Building Effective Teams in Six Sigma Projects — 6 classes
› 2.1 Define Team Roles and Responsibilities in Six Sigma Projects
› 2.2 Identify Key Characteristics of Effective Teams
› 2.3 Foster Open Communication and Trust Among Team Members
› 2.4 Apply Conflict Resolution Techniques to Enhance Team Dynamics
› 2.5 Utilize Collaboration Tools for Team Performance Improvement
› 2.6 Evaluate Team Success Metrics in Six Sigma Initiatives
• 3 Facilitating Communication and Collaboration — 6 classes
› 3.1 Establishing Effective Communication Channels
› 3.2 Understanding Team Dynamics and Roles
› 3.3 Active Listening Techniques for Leaders
› 3.4 Encouraging Collaborative Problem-Solving
› 3.5 Managing Conflicts through Constructive Dialogue
› 3.6 Evaluating Communication Strategies for Team Success
• 4 Conflict Resolution and Negotiation Skills — 6 classes
› 4.1 Identify Key Sources of Conflict in Teams
› 4.2 Explore Psychological Approaches to Conflict Resolution
› 4.3 Apply Effective Communication Techniques in Negotiation
› 4.4 Develop Strategies for Collaborative Problem Solving
› 4.5 Role-Play Conflict Scenarios to Enhance Negotiation Skills
› 4.6 Assess the Impact of Resolution Styles on Team Dynamics
• 5 Leading Change and Sustaining Six Sigma Culture — 6 classes
› 5.1 Understand the Fundamentals of Change Management
› 5.2 Identify Key Drivers for Implementing Six Sigma Culture
› 5.3 Develop a Vision for Change within Teams
› 5.4 Foster Open Communication to Support Change Initiatives
› 5.5 Engage Stakeholders in Sustaining Six Sigma Practices
› 5.6 Evaluate and Measure the Impact of Cultural Change
| 3 | Project Management for Improvement | 17 chapters · 126 classes 100 marks |
• 1 Fundamentals of Project Management in Operational Excellence — 6 classes
› 1.1 Define Key Concepts in Project Management for Operational Excellence
› 1.2 Identify the Project Life Cycle Stages Relevant to Operational Excellence
› 1.3 Recognize Stakeholder Roles and Responsibilities in Projects
› 1.4 Develop SMART Objectives for Operational Projects
› 1.5 Apply Risk Management Techniques to Enhance Project Success
› 1.6 Create an Action Plan for Implementing Project Management Best Practices
• 2 Project Life Cycle and Methodologies for Operational Improvement — 6 classes
› 2.1 Define the Project Life Cycle and its Stages
› 2.2 Identify Key Project Management Methodologies
› 2.3 Analyze the Benefits of Each Methodology for Operational Improvement
› 2.4 Develop a Project Charter for Operational Excellence Initiatives
› 2.5 Plan Effective Project Scope and Objectives for Success
› 2.6 Evaluate Project Outcomes to Drive Continuous Improvement
• 3 Stakeholder Engagement and Communication Strategies — 6 classes
› 3.1 Identify Key Stakeholders
› 3.2 Analyze Stakeholder Needs and Expectations
› 3.3 Develop Effective Communication Plans
› 3.4 Utilize Engagement Techniques for Stakeholder Buy-In
› 3.5 Monitor and Evaluate Stakeholder Engagement Outcomes
› 3.6 Adjust Communication Strategies Based on Feedback
• 4 Risk Management and Problem-Solving in Projects — 6 classes
› 4.1 Identifying Project Risks
› 4.2 Risk Assessment Techniques
› 4.3 Developing Mitigation Strategies
› 4.4 Problem-Solving Frameworks
› 4.5 Monitoring and Controlling Risks
› 4.6 Case Studies in Risk Management
• 5 Evaluating Project Success and Driving Continuous Improvement — 6 classes
› 5.1 Defining Project Success Criteria
› 5.2 Key Performance Indicators for Projects
› 5.3 Stakeholder Engagement and Feedback
› 5.4 Lessons Learned and Best Practices
› 5.5 Risk Management for Continuous Improvement
› 5.6 Implementing Change Management Strategies
• 6 Contract Bidding and Sales Management — 6 classes
› 6.1 Understanding Supplier Selection Criteria
› 6.2 Developing Effective Procurement Strategies
› 6.3 Negotiation Techniques for Contracts
› 6.4 Evaluating Supplier Proposals
› 6.5 Managing Supplier Relationships
› 6.6 Sales Management Best Practices
• 7 Visual Management Systems Development — 6 classes
› 7.1 Introduction to Visual Management Systems
› 7.2 Principles of Effective Visual Communication
› 7.3 Identifying Key Performance Indicators
› 7.4 Designing Visual Management Tools
› 7.5 Implementing Visual Management Systems
› 7.6 Leading Teams in Visual Management
• 8 Total Productive Maintenance Leadership — 6 classes
› 8.1 Introduction to Total Productive Maintenance
› 8.2 Key Principles of TPM Implementation
› 8.3 Developing a TPM Strategy
› 8.4 Engaging Teams in TPM Activities
› 8.5 Measuring TPM Success and Metrics
› 8.6 Sustaining TPM Culture in the Workplace
• 9 Mistake Proofing Techniques — 6 classes
› 9.1 Introduction to Mistake Proofing
› 9.2 Understanding Poka Yoke Principles
› 9.3 Identifying Common Errors in Processes
› 9.4 Designing Effective Poka Yoke Solutions
› 9.5 Leading Poka Yoke Implementation Teams
› 9.6 Measuring Success of Mistake Proofing
• 10 Evolutionary Operations Implementation — 6 classes
› 10.1 Introduction to Evolutionary Operations
› 10.2 Principles of Continuous Improvement
› 10.3 Implementing EVOP Methodologies
› 10.4 Data Analysis for Operational Success
› 10.5 Change Management in EVOP
› 10.6 Measuring and Sustaining Improvements
• 11 Taguchi Linear Graph Production — 6 classes
› 11.1 Introduction to Taguchi Methods
› 11.2 Understanding Linear Graphs
› 11.3 Data Collection Techniques
› 11.4 Creating Taguchi Linear Graphs
› 11.5 Analyzing Graphical Data
› 11.6 Implementing Improvements in Production
• 12 Initiating and Planning Improvement Projects — 10 classes
› 12.1 Characteristics of a Project
› 12.2 Project Brief and Objectives
› 12.3 Defining Deliverables
› 12.4 Work Breakdown Structures
› 12.5 Estimating Effort and Time
› 12.6 Building a Project Schedule
› 12.7 Gantt Charts in Practice
› 12.8 Critical Path Basics
› 12.9 Resource Allocation Planning
› 12.10 Project Plan Approval
• 13 Project Budgeting and Cost Control — 10 classes
› 13.1 Types of Project Cost
› 13.2 Building a Simple Budget
› 13.3 Cost Estimation Methods
› 13.4 Tracking Actual Spend
› 13.5 Variance and Earned Value Basics
› 13.6 Forecasting to Completion
› 13.7 Approval of Changes in Cost
› 13.8 Benefit and Payback Calculation
› 13.9 Procurement for Small Projects
› 13.10 Financial Reporting to Sponsors
• 14 Managing Project Teams and Meetings — 10 classes
› 14.1 Forming a Project Team
› 14.2 Roles and Responsibilities Matrix
› 14.3 Setting Team Ground Rules
› 14.4 Running Effective Project Meetings
› 14.5 Task Delegation and Follow Up
› 14.6 Motivating Part Time Team Members
› 14.7 Handling Conflict in Teams
› 14.8 Remote and Hybrid Team Working
› 14.9 Recording Decisions and Actions
› 14.10 Closing Out Team Roles
• 15 Monitoring Progress and Change Control — 10 classes
› 15.1 Progress Tracking Methods
› 15.2 Status Reports and Dashboards
› 15.3 Milestone Reviews
› 15.4 Identifying Schedule Slippage
› 15.5 Recovery Actions
› 15.6 Change Request Process
› 15.7 Assessing Impact of Changes
› 15.8 Issue and Decision Logs
› 15.9 Quality Checks on Deliverables
› 15.10 Escalating to the Sponsor
• 16 Agile and Visual Methods for Improvement Work — 10 classes
› 16.1 Introduction to Agile Working
› 16.2 Backlogs and Prioritisation
› 16.3 Sprints and Short Cycles
› 16.4 Daily Stand Up Meetings
› 16.5 Kanban Boards for Projects
› 16.6 Retrospective Meetings
› 16.7 Combining Agile with Lean Tools
› 16.8 User Stories for Process Needs
› 16.9 Demonstrating Early Results
› 16.10 Choosing the Right Approach
• 17 Project Closure and Benefits Realisation — 10 classes
› 17.1 Closing Checklists
› 17.2 Handover to Operations
› 17.3 Final Deliverable Acceptance
› 17.4 Closing Contracts and Accounts
› 17.5 Capturing Lessons Learned
› 17.6 Post Project Review
› 17.7 Measuring Benefits After Closure
› 17.8 Archiving Project Records
› 17.9 Recognising the Team
› 17.10 Planning Follow On Improvements
| 4 | Stakeholder Engagement and Communication | 14 chapters · 120 classes 100 marks |
• 1 Understanding Stakeholder Identification and Analysis — 6 classes
› 1.1 Define Stakeholders and Their Importance in Operational Excellence
› 1.2 Identify Different Types of Stakeholders in Your Organization
› 1.3 Analyze Stakeholder Influence and Interests
› 1.4 Map Stakeholders Using Power/Interest Grid Techniques
› 1.5 Develop Strategies for Engaging Key Stakeholders
› 1.6 Evaluate the Effectiveness of Stakeholder Engagement Methods
• 2 Building Effective Communication Strategies — 6 classes
› 2.1 Identify Stakeholder Needs and Expectations
› 2.2 Develop Clear Communication Objectives
› 2.3 Choose Appropriate Communication Channels
› 2.4 Craft Effective Messages for Diverse Audiences
› 2.5 Implement Feedback Mechanisms for Continuous Improvement
› 2.6 Evaluate the Effectiveness of Communication Strategies
• 3 Facilitation Techniques for Stakeholder Involvement — 6 classes
› 3.1 Identify Key Stakeholders and Their Needs
› 3.2 Explore Different Facilitation Techniques
› 3.3 Prepare Effective Agendas for Stakeholder Meetings
› 3.4 Implement Active Listening Strategies During Discussions
› 3.5 Apply Conflict Resolution Techniques in Facilitation
› 3.6 Evaluate the Impact of Facilitation on Stakeholder Engagement
• 4 Conflict Resolution and Negotiation in Stakeholder Relationships — 6 classes
› 4.1 Identify Common Causes of Conflict in Stakeholder Relationships
› 4.2 Analyze Stakeholder Perspectives and Interests
› 4.3 Develop Active Listening Skills for Effective Communication
› 4.4 Explore Conflict Resolution Strategies and Techniques
› 4.5 Practice Negotiation Skills Through Role-Playing Scenarios
› 4.6 Evaluate Outcomes of Conflict Resolution in Stakeholder Engagement
• 5 Measuring Stakeholder Engagement and Communication Effectiveness — 6 classes
› 5.1 Understanding Stakeholder Needs
› 5.2 Communication Strategies for Stakeholders
› 5.3 Feedback Mechanisms for Engagement
› 5.4 Building Trust with Stakeholders
› 5.5 Evaluating Communication Channels
› 5.6 Reporting on Engagement Outcomes
• 6 Stakeholder Mapping and Engagement Planning — 10 classes
› 6.1 Types of Stakeholders at Work
› 6.2 Power and Interest Grid
› 6.3 Stakeholder Register Details
› 6.4 Assessing Support and Resistance
› 6.5 Engagement Plan Template
› 6.6 Choosing Channels and Frequency
› 6.7 Assigning Relationship Owners
› 6.8 Early Engagement Quick Wins
› 6.9 Updating Plans as Projects Change
› 6.10 Ethics in Stakeholder Management
• 7 Business Writing for Workplace Communication — 10 classes
› 7.1 Planning Before Writing
› 7.2 Writing Clear Emails
› 7.3 Structuring Short Reports
› 7.4 Using Plain Language
› 7.5 Writing Meeting Agendas
› 7.6 Taking Accurate Minutes
› 7.7 Writing Briefing Notes
› 7.8 Proofreading and Editing
› 7.9 Using Templates Consistently
› 7.10 Writing for Different Audiences
• 8 Presenting Information and Results — 10 classes
› 8.1 Planning a Short Presentation
› 8.2 Structuring Key Messages
› 8.3 Designing Clear Slides
› 8.4 Presenting Data with Charts
› 8.5 Storytelling for Impact
› 8.6 Voice Body Language and Confidence
› 8.7 Handling Questions
› 8.8 Presenting Online
› 8.9 One Page Summaries
› 8.10 Rehearsing and Improving
• 9 Listening, Questioning and Feedback Skills — 10 classes
› 9.1 Active Listening Techniques
› 9.2 Open and Closed Questions
› 9.3 Reading Non Verbal Signals
› 9.4 Clarifying and Summarising
› 9.5 Giving Positive Feedback
› 9.6 Giving Constructive Feedback
› 9.7 Receiving Feedback Gracefully
› 9.8 Cultural Awareness in Communication
› 9.9 Barriers to Understanding
› 9.10 Practising Feedback Conversations
• 10 Meetings and Workshop Facilitation — 10 classes
› 10.1 Purpose and Planning of Meetings
› 10.2 Selecting Participants
› 10.3 Preparing Materials
› 10.4 Ground Rules and Timekeeping
› 10.5 Facilitating Discussion Fairly
› 10.6 Handling Dominant and Quiet Voices
› 10.7 Using Visual Aids and Flip Charts
› 10.8 Reaching Decisions in Groups
› 10.9 Recording Outcomes
› 10.10 Following Up After Meetings
• 11 Handling Resistance and Difficult Conversations — 10 classes
› 11.1 Reasons for Resistance
› 11.2 Listening to Concerns
› 11.3 Explaining Change Clearly
› 11.4 Staying Calm Under Pressure
› 11.5 Assertive Communication
› 11.6 Managing Complaints
› 11.7 De-Escalating Conflict
› 11.8 Finding Common Ground
› 11.9 Agreeing Next Steps
› 11.10 Reflecting on Difficult Cases
• 12 Negotiation and Influencing Skills — 10 classes
› 12.1 Basics of Negotiation
› 12.2 Preparing Goals and Limits
› 12.3 Understanding the Other Side
› 12.4 Building Rapport and Trust
› 12.5 Persuasion Techniques
› 12.6 Win Win Solutions
› 12.7 Handling Objections
› 12.8 Agreeing and Recording Deals
› 12.9 Influencing Without Authority
› 12.10 Negotiation Role Plays
• 13 Internal Communication and Change Messaging — 10 classes
› 13.1 Planning Internal Communication
› 13.2 Choosing Channels for Staff
› 13.3 Writing Change Announcements
› 13.4 Newsletters Notice Boards and Intranets
› 13.5 Town Hall and Team Briefings
› 13.6 Two Way Feedback Channels
› 13.7 Rumour and Misinformation Control
› 13.8 Measuring Message Reach
› 13.9 Consistency Across Teams
› 13.10 Reviewing Communication Plans
• 14 Reporting Stakeholder Engagement and Relationships — 10 classes
› 14.1 Tracking Engagement Activities
› 14.2 Stakeholder Feedback Surveys
› 14.3 Analysing Feedback Results
› 14.4 Reporting Engagement Results
› 14.5 Managing Complaints Records
› 14.6 Reviewing Relationship Health
› 14.7 Customer and Supplier Relationship Reviews
› 14.8 Maintaining Confidentiality
› 14.9 Continuous Improvement of Engagement
› 14.10 Capstone Stakeholder Engagement Plan
| LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom info@lapt.org • +44 7513 283044 • lapt.org |
UKPRN 10067351 • Company 4984798 Curriculum current at the date of issue. |