skills portfolio 2011-12

SKILLS PORTFOLIO

2011/12

Experts in Training Nationwide Apprenticeships | Commercial | NVQs

www.businessimpactuk.com

At Business Impact, we are much more than just a training company. Our role is not only to work with people to improve their skills but also to embed a culture of continuous business improvement. This can be achieved by educating and empowering your employees so that you can make productivity improvements and efficiency savings. We currently work with many companies from manufacturing to the service sectors, and have a track record of significant improvements when working with them. Many of our clients use our programmes to up-skill their workforce and improve their business as part of a continuous improvement cycle. The bottom line is we can help you become more competitive and encourage growth in the difficult times in which we are all operating. Our lean training programmes, for both non-manufacturing and manufacturing companies, are the best way to make productivity improvements, improve and protect your bottom line and ensure your business operates in a lean environment. We will consult and work with you and help you to introduce improvements where needed. We can focus on increased profitability, productivity improvement, lean operations, and introduce an improvement culture, all as part of your long term continuous business improvement programme. We also offer a range of NVQ and Apprenticeship programmes some of which are Government funded and you will find details of these in the following pages.

Call us today on 0800 977 8566 to discuss how we can help you to improve your business!

Business Impact – Improvement through people

“Experts in Training Nationwide”

CONTENTS

Apprenticeships:

• Customer Service • Business & Administration • Improving Operational Performance (PMO - Performing Manufacturing Operations) • IT Users (ITQ - Information Technology Qualification) • Warehousing & Storage • Improving Operational Performance (BIT - Business Improvement Techniques) • Management & Team Leading • Proficiency in Food & Drink (Food Manufacturing Excellence)

Apprenticeship Case Studies The Lean Academy / Improvement Workshops:

• Introduction to Lean • 5S & Workplace Organisation • Kaizen & Continuous Improvement • Standard Operating Procedures • Problem Solving • Visual Management • Team Working • Total Productive / Preventative Maintenance • Flow Process • SMED – Single Minute Exchange of Die • 8D - Eight Disciplines Problem Solving • FMEA – Failure Mode Effects Analysis • OEE – Overall Equipment Effectiveness • SPC – Statistical Process Control • Introduction to Six Sigma Yellow Belt (not certified) • Additional Courses / Workshops

NVQs:

• Business Improvement Techniques (BIT) Level 2 • Business Improvement Techniques (BIT) Level 3 • Business Improvement Techniques (BIT) Level 2 – Lean Office • Performing Manufacturing Operations (PMO) Level 2 • Warehousing & Storage Level 2 • Business & Administration Level 2 & 3 • Customer Service Level 2 & 3 • Information Technology Qualification (ITQ) Level 2 • Team Leader Level 2 • Management Level 3 • Level 2 Certificate Proficiency in Food Manufacturing Excellence

CASE STUDIES / TESTIMONIALS


APPRENTICESHIPS


How do we typically deliver the Level 2 Apprenticeship Framework?

Week 1 • Induction & Initial Diagnostic

Weeks 2 – 13

• ERR (Employer Rights & Responsibilities) completion and commencement of Functional Skills and Personal Learning & Thinking Skills (PLTS)

Weeks 14 – 24

• Complete Functional Skills online / paper based assessment to confirm competency

• Introduce BTEC learning materials and assessment of Diploma / Certificate Weeks 23 – 34

• Completion of BTEC / Knowledge Based Certificate completed and Diploma / Certificate Level 2

Week 36

• Completion of Apprenticeship programme

What are Personal Learning & Thinking Skills (PLTS)? Personal Learning & Thinking Skills is a group of six skills titled; Independent Enquirers, Creative Thinkers, Reflective Learners, Team Workers, Self Managers and Effective Participators. The framework captures the essential skills of: managing self, managing relationships with others; and managing own learning, performance and work. These skills will be especially beneficial to young people to enter the workplace and their adult life as confident capable individuals.

How are the Apprenticeships Delivered / Assessed?

Assessment is conducted by a qualified Assessor with a wealth of experience and occupational competence in the area of learning. There are many ways a learner’s individual competence can be assessed including:

• Observation • Product Evidence (naturally occurring in the workplace) • Questioning • Guided Discussion

All assessments take place on the job and the learners will require an agreed amount of hours both on & off the job to successfully complete all elements of the framework.


What funding is available?

• Full funding is available for all 16 – 18 year olds • Co-funding is available for 19+ with an employer contribution

What do some of our Apprentices and Employers say about us? “I chose the Customer Service Apprenticeship because it is a realistic industry that has plenty of job opportunities and I like being in a busy environment. It is a good way of earning money while getting a qualification.”

Customer Service Apprentice “I am enjoying my Apprenticeship. It has given me the opportunity to learn new skills and develop into a valuable team member”

Warehousing & Storage Apprentice

“This apprenticeship was the first one I was offered, it was the first one I interviewed for and the one I accepted. It seemed like a nice environment; they offered more qualifications than others; and they understood what I was wanting to work towards. Luckily for me, they offered to help as best they could. So far I would say I have really enjoyed working for the company and I have learnt a lot, as well as realising that I made the right choice to go down the apprenticeship route.”

Business & Administration Apprentice “Apprenticeships are an excellent opportunity to recruit personnel who will grow and develop with the business. They provide sustainable performance and can help you gain competitive advantage in the workplace.”

Warehouse Manager “Not only have the candidates involved found the training interesting and informative, all of them have had a great deal of fun whilst learning which is praise to BIUK’s methods. I have found BIUK to be a professional and innovative company who have helped and supported us with the continuous development of our team.”

HR Manager

“Taking on our first Apprentice has been both challenging and enjoyable. Planning out the training for each task has to be carefully thought through in order that the Apprentice both understands and enjoys the task. Working with her has proved to be an enjoyable experience. She is a bright girl who is quick to learn and willing to help her team colleagues. Always eager to learn the next step; she has also joined a working group and is finding it very interesting.”

Client Services Manager


Customer Service Apprenticeship Level 2

Framework:

• 9 month programme

• NVQ Level 2 in Customer Service

• Functional Skills in Maths,

& English

• PLTS

• BTEC Certificate in Customer Service

• Employment Rights &

Responsibilities Costs:

• Fully funded for all learners aged 16-18

• Co-funding for 19+ with an

employer contribution

This is a 9 month programme and all elements must be completed in order to achieve an Apprenticeship in Customer Service. The NVQ is designed for people who are able to carry out customer service functions as part of their daily role. It includes:

• Giving customers a positive impression of the organisation

• Promoting additional services or products to customers • Processing customer service information • Going “the extra mile” in customer service • Providing good customer service within the rules • Living up to the customer service promise

Functional Skills are transferrable skills that are valued by employers as they feel GCSE’s are not giving individuals the necessary skills they require in the workplace. They provide a base from which an individual can develop other employability skills. Functional Skills are tools that enable people to:

• Apply their knowledge and understanding in everyday life

• Engage competently and confidently with others • Solve problems in both familiar and unfamiliar situations

The Knowledge Based Certificate provides individuals with the underpinning knowledge required to carry out their role effectively. It contains information on:

• Understanding good customer service • Delivering effective customer service

Knowledge is confirmed through completion of an on-line assessment. Employment Rights & Responsibilities workbook provides individuals with information about their organisation such as:

• Contracts of employment • Policies & Procedures • Equality & Diversity • Data Protection • General Sources of Information & Advice

This qualification is also available at Level 3 (Advanced Apprenticeship)


Business & Administration Apprenticeship Level 2

Framework:


• NVQ Level 2 in Business & Administration


English & IT

• PLTS

• BTEC Certificate in Business Administration




• Co-funding for 19+ with an

employer contribution

This is a 9 month programme and all elements must be completed in order to achieve an Apprenticeship in Business & Administration. The NVQ is designed for people who are able to carry out administrative functions as part of their daily role. It includes:

• Communicating in a business environment • Solving business problems • Delivering, monitoring & evaluating customer service to

external and internal customers • Providing reception services • Producing documents in a business environment

Functional Skills are transferrable skills which are valued by employers and which give individuals the necessary skills required in the workplace. They provide a base from which an individual can develop other employability skills. Functional Skills are tools that enable people to:

• Apply their knowledge and understanding in everyday life

• Engage competently and confidently with others • Solve problems in both familiar and unfamiliar

situations The Knowledge Based Certificate provides individuals with the underpinning knowledge required to carry out their role effectively. It contains information on:

• Understanding the business environment • Working in a business environment





Framework:


• NVQ Level 2 in Performing Manufacturing Operations

• Functional Skills in Maths

& English

• PLTS

• Award in Industrial Environmental Awareness




• Co-funding for 19+ with an employer contribution

This is a 9 month programme and all elements must be completed in order to achieve an Apprenticeship in Improving Operational Performance. The NVQ is designed for people who are working in a manufacturing environment and this can apply to a variety of disciplines. It includes:

• Health, safety & security in the workplace • Transferring materials • Preparing for manufacturing operations • Complying with statutory regulations and organisational

safety requirements • Analysing the results of inspection and confirming quality

of production Functional Skills are transferrable skills which are valued by employers and which give individuals the necessary skills required in the workplace. They provide a base from which an individual can develop other employability skills. Functional Skills are tools that enable people to:

• Apply their knowledge and understanding in everyday life • Engage competently and confidently with others • Solve problems in both familiar and unfamiliar situations


• Understanding Health & Safety in an industrial environment

• Understanding working relationships in an industrial environment



This qualification is not available at Level 3.

Improving Operational Performance (PMO – Performing Manufacturing Operations) Apprenticeship Level 2


IT User (ITQ – Information Technology Qualification) Apprenticeship Level 2

Framework:


• NVQ Level 2 in Information Technology Qualification


English & IT

• PLTS

• Employment Rights & Responsibilities

Costs:



This is a 9 month programme and all elements must be completed in order to achieve an IT User Apprenticeship. The NVQ is designed for people who are working in an IT role and this can apply to a variety of disciplines. It includes:

• IT troubleshooting • IT maintenance • Specialist and bespoke software • Using IT to exchange information • Email • Spreadsheets



Employment Rights & Responsibilities workbook provides individuals with information about their organisation such as:




Warehousing & Storage Apprenticeship Level 2

This is a 9 month programme and all elements must be completed in order to achieve an Apprenticeship in Warehousing & Storage. The NVQ is designed for people who are working in a warehouse environment and this can apply to a variety of disciplines. It includes:

• Health, safety and security in the workplace • Storage • Processing orders • Receiving deliveries • Assembling orders for dispatch • Dispatching orders • Working effectively within the organisation



Employment Rights & Responsibilities workbook provides individuals with information about their organisation such as:



Framework:


• NVQ Level 2 Certificate in Warehousing & Storage


& English

• PLTS


Costs:




Improving Operational Performance (BIT – Business Improvement Techniques) Apprenticeship Level 2

This is a 12 month programme and all elements must be completed in order to achieve an Apprenticeship in Improving Operational Performance. The NVQ is designed for people who are working in a manufacturing environment and this can apply to a variety of disciplines. It includes:

• Health, safety and security in the workplace • 5S & workplace organisation • Visual management & team working • Kaizen • Problem solving • Data collection & analysis • 3 improvement projects




• Principles of Continuous Improvement • Applying the improvement process to standard operating

procedures Knowledge is confirmed through completion of an on-line assessment. Employment Rights & Responsibilities workbook provides individuals with information about their organisation such as:


Framework:


• NVQ Level 2 in Business Improvement Techniques


& English

• PLTS

• Level 2 Certificate in Business Improvement Techniques






Management Apprenticeship Programmes (Level 2 NVQ Certificate in Team Leading and Level 3 NVQ Certificate in Management)

This is a 9 month programme at Level 2 and a 12 month programme at Level 3 and all elements must be completed in order to achieve the relevant management framework. The NVQ is designed for people who are working in a Team Leader role or working towards one and this can apply to a variety of disciplines. It includes:

• Recognising occupational competence in Team Leading • Proving competency in their job role by applying

knowledge, understanding & skills • Managing personal development • Developing working relationships with colleagues • Communicating information & knowledge • Developing a team • Planning, allocating & monitoring the work of a team




• Key Principles of Team Leading • Gaining results from your Team • Principles of decision making

Knowledge is confirmed through completion of an on-line assessment. Employment Right & Responsibilities workbook provides individuals with information about their organisation such as:


Frameworks:

• 9 / 12 month programme

• NVQ Level 2 in Team Leading or

• NVQ Level 3 in Management


English & IT

• PLTS

• BTEC Level 2 Certificate in Team Leading or

• BTEC Level 3 Certificate in Management






Proficiency in Food & Drink (Food Manufacturing Excellence) Apprenticeship Level 2

This is a 9-12 month programme at Level 2 and all elements must be completed in order to achieve the Proficiency in Food & Drink (Food Manufacturing Excellence) framework. The NVQ is designed for people who are working in a food manufacturing environment and this can apply to a variety of disciplines. It includes:

• Health, safety and security in the workplace • Working with others • Lean tools and techniques • Food Manufacturing Excellence Knowledge



Employment Right & Responsibilities workbook provides individuals with information about their organisation such as:


This qualification is available at Level 3 (Advanced Apprenticeship)

Frameworks:

• 9-12 month programme

• Level 2 Award Proficiency in Food Manufacturing Excellence


& English

• PLTS


Costs:




APPRENTICESHIP CASE STUDIES


Audrey said: “Although it is early days in Alison`s Apprenticeship she is already a valued member of the Admin Team. Alison will be given full support and training to develop this role for her future.”

Audrey Howells, Client Services Manager Business Impact UK Ltd

Audrey recently employed Business & Administration Apprentice Alison Giblin who is currently working towards her Level 2. Audrey wanted to share her experience so far. Why did you go down the Apprentice route? BIUK recognise the value of the Apprenticeship programme and the skills a young person can bring to an organisation. We wanted to invest in an Apprentice to give a young person an opportunity. What’s good about having an Apprentice? Having an Apprentice in the business means that the Apprentice can learn from the very beginning how the business works and can help the growth and development of the business. An Apprentice in the business gives fresh ideas and can help fellow colleagues to look at their work in a different light. It is never too late to learn! Have you faced any challenges since your Apprentice Alison started? Alison has only been working through her Apprenticeship for a short time. However, she has given input and food for thought! Sometimes it may be necessary to point out pitfalls if a task is taken on without the correct planning. This is all part of the learning curve and I know Alison will successfully complete her Apprenticeship in Business & Administration very soon Would you recommend taking on an Apprentice to other companies? Yes definitely, the experience so far has been worthwhile and each department at Head Office has benefited from having Alison to support them. They have all really enjoyed tutoring and mentoring her and she has enjoyed supporting them. As the business grows we are looking forward to her ideas and contribution.


Alison Giblin, Business & Administration Apprentice Business Impact UK Ltd

Alison said: “During my time at Business Impact I have learned a lot, worked a lot and I know it’s an experience I won’t forget.”

Alison Giblin is our Business & Administration Apprentice here at Head Office and she has been working through her Apprenticeship since March 2011. She has taken time out of her busy working day to answer some questions about her Apprenticeship. Why did you choose an Apprenticeship? I chose an apprenticeship as I thought it would be a beneficial way for me to gain valuable work experience as well as to be able to complete and achieve recognised qualifications in the subject of my choice. Why did you choose that particular Apprenticeship? This particular apprenticeship appealed to me mainly as I already had a growing interest in Business & Administration and I knew it was a subject that would be useful to me throughout my future career. Also having the opportunity to work within a training organisation seemed to be an added benefit as it would allow me to have an advantage with completing my qualification and have the satisfaction of seeing how the organisation works. How have you found the journey so far? Since I have started I have enjoyed learning new skills and realising my ability. I think it is a more advantageous and diverse approach to education and it was the right choice for me. What’s good about the Apprenticeship? In my opinion, the best aspect of the apprenticeship is the flexibility to be able to complete it at my own pace as it allows me to not only learn more but to have time to take full advantage of working life. What is a typical day for you and what are your responsibilities? On a regular day my duties and responsibilities can vary hugely, I am involved in work from all departments, for example; on occasion I will be given research or data collection projects to complete; on others, I am given enrolments for apprenticeships and/or NVQ’s to input onto our database for the Admin Team. I have also spent time covering on reception, dealing with the phone, post, travel and accommodation, purchase orders and stock control etc. I would say my main responsibility is to be available for whatever I’m needed for. Would you recommend BIUK to your friends if they were looking for an Apprenticeship? Yes, it is a nice environment and it is interesting to see how the company works, the structure and its production.


Sam Plant, Warehousing & Storage Apprentice Cleaner Air Solutions

Sam Plant a Warehousing & Storage Apprentice with Cleaner Air Solutions UK has recently completed his Apprenticeship and has been offered a permanent position. Well done Sam. He has taken time out of his busy working day to answer some questions about his Apprenticeship. Why did you choose an Apprenticeship? I chose an Apprenticeship because I thought it would be the best way for me to get straight into work which is what I have wanted to do since leaving school. Why did you choose that particular Apprenticeship? I chose the NVQ Level 2 in Warehousing & Storage because when I was looking for jobs on the internet I was amazed at how many there were to do with warehousing, forklift truck driving, warehousing supervisor and warehousing manager so I thought there would be plenty opportunities for me after I completed the qualification. It was also the fact that the course only lasts 9 months where as some others last 1-3 years so it got me my full time position quicker than other Apprenticeships. How have you found the journey so far? I have enjoyed learning new skills, working in a team environment, getting my qualification and getting the permanent role. I am also very pleased to be getting my fork lift truck licenses for three different trucks and becoming an MCS accredited solar voltaic installer. What’s good about the Apprenticeship? I think the most important aspect of the apprenticeship is the length of this programme because it doesn’t feel like you have to work for ages as an Apprentice like some of the other courses. What is a typical day for you and what are your responsibilities? A typical day in the warehouse for me is; picking solar mounting kits which include inverters, fixings, panels and mounting rail, housekeeping, forklift truck driving (lifting stock down from racks, loading & unloading stock from wagons, unloading containers and loading installation teams vans with pallets of solar panels), wrapping solar mounting kits onto pallets, replenishing picking cells with stock and loading courier wagons with rails and kit at the end of the day when everything is picked and ready for dispatch. Would you recommend BIUK to your friends if they were looking for an Apprenticeship? Yes, I think BIUK helped me greatly to get my qualification and a permanent full time role in the organisation.

Sam said: “I am happy at getting my NVQ Level 2 in Warehousing & Storage and securing a full time role within a growing company such as Cleaner Air Solutions.”


Ian said: “Sam has already shown signs of being a future Supervisor within CAS. He only needs to continue his hard work and aptitude to fulfil his potential. Sam will be given every training opportunity to continue to develop and grow with CAS. If there are any external training requirements BIUK will be our preferred training provider.”

Ian Waugh, Warehouse Manager Cleaner Air Solutions

Ian recently employed Warehousing & Storage Apprentice Sam Plant who has completed his Level 2 and is now a permanent member of his team. Following the success of the Apprenticeship programme Ian was happy to share his experience. How was your experience with BIUK from the initial meeting through to your Apprentice starting? BIUK were very helpful and thorough in answering all the questions I raised. All the information they provided was very informative. How have you found the support from BIUK? BIUK have worked closely in partnership with me to ensure Sam’s apprenticeship was delivered in the correct way. The partnership working together ensured the impact to the warehouse operation workload was kept to a minimum. Why did you go down the Apprentice route? I always wanted to employ an Apprentice, even at my previous employer but unfortunately Warehousing & Logistics was never a priority. I was very pleased that BIUK & CAS were already working together. Apprenticeships are an excellent opportunity of recruiting personnel who will grow and develop with the business. What’s good about having an Apprentice? Apprenticeships provide sustainable performance and can help you gain competitive advantage in the workplace. Have you faced any challenges since your Apprentice Sam started? Nothing negative but something I would term “the exuberance of youth,” sometimes Sam would carry out a task without planning it or rushing it to get it done quickly. We just had to explain the importance of trying to do tasks “right first time” for the benefit of him, the business and our customers. Would you recommend taking on an Apprentice to other companies? Yes definitely. Tutoring, mentoring and finally employing Sam has been a positive experience on a personal and professional level. I would gladly provide a recommendation to any company. Would you recommend BIUK to other companies? Yes definitely. I have worked with a number of providers over the years and BIUK are by far No 1 in terms of a quality performance delivered on time with excellent customer service and support. Again, I would gladly provide a recommendation to any company.

Lean Academy Workshops


At Business Impact our objectives are very simple – we work with our clients to help them:

• improve production • reduce waste • introduce efficiencies

with the ultimate aim of increasing profit – a positive Business Impact! Our experienced Lean Academy practitioners will lead you every step of the way on your Lean journey. Firstly an in depth diagnostic of your business and its processes will highlight where changes and improvements can be made. Then, in partnership, we will decide what training is right for your workforce based on your business needs. But that’s not where our input ends. We support you on your Lean journey and provide refresher training and updates whenever required. Our expertise and experience mean we always have the right course or workshop for you and each delivery is specific to your requirements meaning real and lasting results are achieved. We are ready to help you improve.

Workshops available:

• Introduction to Lean

• 5S & Workplace Organisation

• Kaizen & Continuous Improvement

• Standard Operating Procedures

• Problem Solving

• Team Working

• Total Productive / Preventative

Maintenance

• Flow Process

• Value Stream Mapping

• Introduction to Six Sigma Yellow Belt

• SMED (Single Minute Exchange

of Die)

• 8D (Eight Disciplines Problem Solving)

• FMEA (Failure Mode Effects

Analysis)

• OEE (Overall Equipment Effectiveness)

• SPC (Statistical Process

Control)

Lean Academy Workshops


Introduction to Lean 1 Day Programme

Course Outline: This one-day session is designed to provide an understanding of the principles of Lean Manufacturing and how these principles can be applied within the workplace. The session introduces the fundamental concepts and philosophy of lean methodology and allows participants to apply these in a simple “production line” practical activity. The Lean concept is basically all about getting the right things, to the right place, at the right time, in the right quantity while minimising waste and being open to change – and it applies to the whole of the organisation from order entry to accounts received. It demands effective leadership, commitment and engagement of the workforce to create a flexible responsive organisation.

Key Outcomes: Upon successful completion of this module the learner will be able to:

• Describe the principles of Lean Manufacturing and the benefits of applying lean concepts across a business

• Explain the importance of

standardisation and Standard Operating Procedures

• List the stages in the

application of a 5S programme

• Define the terms value-

add and non value-add in a Lean Manufacturing environment

Course Content:

• Lean Manufacturing – objectives, benefits, elements

• Batch Manufacturing versus Lean • Value-Add and Non Value-Add • The Toyota Productions System and Lean • The Eight Wastes (Muda) • Visual Management • Standard Operations • Line Balancing and Pull Systems • Kaizen and the PDCA Cycle • The Lean Organisation and Flexibility

Who is it for? This course is primarily for Management Teams responsible for implementing Lean.

The programme is designed to be participative with a course pack containing pre and post course assessments, activity sheets and a copy of the presentation slides.


5S & Workplace Organisation

Benefits:

• Tangible improvements within your workplace

• Improved employee skill

levels

• Increased product and process quality

• Immediate results

• Improved Health & Safety

• Decreased down time

5S is a basic, fundamental, systematic approach for productivity, quality and safety improvement in all types of business. The 5S’s are: Sort: the first step in making things clean and

organised Set: in order – organise, identify and arrange

everything in a work area Shine: regular cleaning and maintenance Standardise: make it easy to maintain Sustain: maintaining what has been accomplished Who is it for?

• Management involved in leading 5S implementation

• Employees involved in everyday operations that could apply 5S

Workshop consists of: Unlike most other 5S programmes this 1 day workshop is made up of 20% theory and 80% application so actual improvements are made to your workplace. The theory covered includes:

• Origins of 5S • Elements of 5S • Red Tagging • 5S Audit Sheets • Sustain the Effort

A Business Impact Lean Academy Consultant will work with you to identify areas for improvement within your organisation to ensure that you receive the best possible benefits from the workshop.


Who is it for?

• Management involved in leading 5S implementation • Employees involved in everyday operations that

could apply 5S Workshop consists of: Unlike most other Kaizen programmes this 1 Day workshop is made up of 20% theory and 80% application so actual improvements are made to your workplace. The theory covered includes:

• Kaizen definition and teamwork • The PDCA (Plan, Do, Check, Act) Cycle • Check sheets and Pareto analysis • The Seven Wastes • Identifying waste in a process • Reducing waste in a process


Kaizen & Continuous Improvement

Benefits:

• Reduced waste

• Improved staff skill levels

• Potential Cost savings

• Immediate results

• Helps create a culture of continuous improvement

Kaizen is a system of continuous improvement in quality, technology, processes, productivity, company culture, safety and leadership. The word Kaizen means “continuous improvement.” It comes from the Japanese words “Kai” which means “change” or “to correct” and “Zen” which means “good.” Kaizen is a system that involves every employee – including senior management. Everyone is encouraged to come up with small improvement suggestions on a regular basis. This is not a once a month or once a year activity, it is continuous.


Benefits:

• All members of your workforce will be trained to work in the same way

• Standardisation across the

business and sharing of best practice

• You will be able to manage

the workforce more effectively with greater control

• Audit documentation –

training, risk & best practice

Standard Operating Procedures

A standard operating procedure is a company-wide formalised structure to handle specific operational activities. They are an essential supporting element in the creation of good planning and control within a company. They standardise the approach of individuals to specific procedures, improving the quality and speed of decision making in key areas. Also they provide a valuable structure for inter-company discussion and development; with a key role in creating a knowledge management base within the organisation, particularly important in cost cutting, competitive analysis and exit planning. Who is it for? This workshop is for Supervisors, Team Leaders or Management interested in writing their own standard operating procedures. Workshop consists of: Unlike most other SOP programmes this 1 Day workshop is made up of 20% theory and 80% application. Participants will write an SOP that can be used in the workplace. The theory covered includes:

• Background to Standard Operating Procedures

• Elements of Standard Operating Procedures

• Practical Application - Preparing for SOP - Carrying out SOP

• Sustaining Standard Operating Procedures



Benefits:

• Structured approach to problem solving

• Selection of appropriate

problem solving methods for specific problems

• A team based problem

solving approach

Problem Solving

Problem solving is a key skill and it’s one that can make a huge difference to your team. At work, problems are usually at the centre of what happens every day. You are either solving a problem, supporting those who are solving problems, or discovering new problems to solve. There are four basic steps to solving a problem:

A. Defining the problem

B. Generating alternatives

C. Evaluating and selecting alternatives

D. Implementing solutions Who is it for? This workshop is suitable for Managers leading problem solving activities and operators applying problems solving techniques.

Workshop consists of: Unlike most other Problem Solving programmes this workshop is made up of theory and practical activities. Participants will learn not only the theory but how to apply the problem solving tools and techniques in real situations. The workshop includes:

• Understanding problem solving tools and techniques

• Creating a Fishbone diagram

• Creating a Process Flow Chart

• Creating a 5Y Analysis

• Creating a Pareto Chart



Team Working

Benefits:

• Common approach to working as a Team

• Recognising the strengths

of individual team members

• Practise TEAM – Together Everyone Achieves More

Team Working is defined as a work practice based on the use of teams, or groups of people, who have shared objectives at work and who co-operate to achieve those objectives in a way that allows each individual to make a distinctive contribution. Who is it for? This workshop is suitable for existing work teams seeking to optimise performance and Managers leading their teams and / or operators applying team working techniques. Workshop consists of: Unlike most other Team Working programmes this workshop is made up of theory and practical activities. Participants will learn not only the theory but how to apply Team Working techniques. The workshop includes:

• Background / history of Team Working • Elements of Team Working

• Practical Application of Team Working

• Sustaining Team Working



Total Productive / Preventative Maintenance

Benefits:

• Focus on equipment & people improvements as an element in the Continuous Improvement journey

• Enable equipment to

perform better & people to develop as individuals and within a team

• Recognise the value add of maintenance within a TPM approach

TPM is a maintenance programme which involves a defined concept for maintaining plant equipment. The goal of TPM is to markedly increase production while at the same time increasing employee morale and job satisfaction. TPM brings maintenance into focus as a necessary and vitally important part of your business. It is no longer regarded as a non-profit activity. Downtime for maintenance is scheduled as part of the manufacturing day and in some cases as an integral part of the manufacturing process. The goal is to hold emergency and unscheduled maintenance to a minimum. Who is it for? Employees within Manufacturing Operations – Managers, Team Leaders, Engineers, Technicians & Operating Staff as they all have an important role to play in ensuring equipment is maintained to reduce unplanned downtime and defects. Workshop consists of: Unlike most other TPM programmes this workshop is made up of theory and practical activities. Participants will learn not only the theory but how to develop a “One Point Lesson” relevant to your equipment.. The workshop includes

• Presentation & discussion of the theory behind TPM

• Understanding hidden losses & the 7 Steps to

Autonomous Maintenance

• Calculation of Overall Equipment Effectiveness (OEE)

• Developing a TPM “One Point Lesson” relevant to

your manufacturing equipment



Flow Process

Benefits:

• Break down complex processes into simple visual format

• Increased staff

understanding of business processes

• Reduce waste through

streamlined and simplified processes

• Provides a simple method

of tracking work flow

Business processes contain high value adding activity, low value adding activity and waste. The act of mapping a process out in a flow chart format helps to clarify the understanding of a process and helps you think about where the process can be improved. Who is it for? This workshop is for cross functional teams that work on shared business processes or Managers looking for top down process improvement. Workshop consists of: Unlike most other workshops this programme includes not only theory but practical application using actual business processes. The workshop includes:

• Creating a flow process chart

• Identification of value added / non value added activity

• Waste identification within a process

• Causes of poor process flow

• Waste elimination

• Action planning



Benefits:

• Walk through and see the whole process

• Map both current state and

future state

• Targeting Kaizen activity where it will benefit

• Identifying the lead time

against the process cycle time

• Creating an action plan for

achieving the future state

• Identify training needs of the business for continuous improvement

Value Stream Mapping (VSM), sometimes referred to as the “Learning to See” Map or cartoon, has emerged as a very popular and clear way to illustrate the current state and desired future state of a process. The method maps all the physical and information flows necessary for a process and depicts the value-adding activities necessary to produce what is required in the sequence in which they happen. The value stream map differs from the process map in that it shows both the physical and information flows on one diagram, thus enabling you to see what the situation is and why this is the case.

Value Stream Mapping (VSM)

Who is it for?

• Businesses who want to start on the lean journey. • Managers who want to structure the improvement

process. • VSM is applicable to both manufacturing and

process. Workshop consists of: Mapping a familiar product from dock to dock. Normally a 2-Day activity, mapping a process from your business whilst identifying improvement opportunities and a future state map. A Business Impact Lean Academy Consultant will work with you to identify areas for improvement within your organisation to ensure that you receive the best possible benefits from the workshop.


SMED (Single Minute Exchange of Die)

Benefits: • Shorter set-up operations • Shorter production runs =

smaller batches • More flexible production =

shorter lead times • Customer satisfaction = more

responsive • Competitive advantage.

SMED is a lean methodology that reduces downtime due to machine setups and changeovers. It is a phrase coined by Shigeo Shingo at Toyota Motors in the 1960’s and has come to be used as a synonym for fast changeover. SMED is an excellent system and should be a significant part of any changeover reduction programme.

Who is it for? This workshop is for Engineers and operational teams identifying actual / potential bottle necks / concerns and Managers needing to scope the application of SMED. Workshop consists of: The workshop will include theory and practical application and learners will work on an existing process bottleneck / concern area. The workshop includes:

• Background to SMED

• Elements of SMED

• Practical Application of SMED

• Sustaining SMED



8D (Eight Disciplines Problem Solving)

Benefits:

• Structured approach for resolving issues

• Cross functional teams

• Root Cause Analysis

• Protect the customer

• Voice of the customer

Workshop consists of: The workshop will include theory and practical application using actual problems. The theory covered includes:

• The History & Development of 8D

• How to develop & use the tool in your business

• Practical application of Brainstorming

• Fishbone Diagram

• 5 Why’s A Business Impact Lean Academy Consultant will work with you to identify areas for improvement within your organisation to ensure that you receive the best possible benefits from the workshop.

Overview 8D is a problem solving tool widely used in the automotive and aircraft sector. It can be used by any company / team to deal with shop floor or customer issues (Voice of the Customer) / problems. It is a structured and methodical way of getting to the root cause of issues. 8D is a methodical tool for solving problems that are recurrent and / or critical, for which the root cause is not known or evident. Who is it for? Managers, Team Leaders, Engineers, Technicians and Operating Staff – shop floor / office based as they all have an important role to play in ensuring “Right First Time” to reduce unplanned downtime and defects that meet the customer requirements.


FMEA (Failure Mode and Effects Analysis)

Benefits:

• Improved quality

• Improved customer satisfaction

• Reduced down time

• Creates emphasis on

problem prevention

• Reduced waste


Failure Modes and Effect Analysis is methodology for analyzing potential reliability problems early in the development cycle where it is easier to take actions to overcome these issues, thereby enhancing reliability through design. FMEA is used to identify potential failure modes, determine their effect on the operation of the product and identify actions to mitigate the failures. Who is it for? This workshop is for Engineers / Technical Specialists and Managers who would like an appreciation / understanding of FMEA. Workshop consists of: Unlike most other FMEA programmes this 1 day workshop is made up of 20% theory and 80% application so actual analysis is carried out of your workplace. The theory covered includes:

• The concept of FMEA and risk • Design of FMEA and process FMEA • Calculating RPN (Risk Priority Number) –

Severity, Occurrence, Detection • The FMEA Sheet • Creating an action plan using FMEA



OEE (Overall Equipment Effectiveness)

Benefits:

• Improved quality

• Reduced downtime

• Improved efficiency and performance


and communication

The application of Overall Equipment Effectiveness (OEE) is different for everyone. OEE truly reduces complex production problems into simple, intuitive presentation of information. Successful OEE measurement means you are able to identify problems quickly and efficiently. Who is it for? This workshop is for Engineers / Technical Specialists and Managers who would like an appreciation / understanding of OEE. Workshop consists of: The workshop will include theory and practical application of OEE measurement. The theory covered includes:

• The data you need

• Where to find it

• How to calculate OEE

• How to turn OEE into effective improvement activities



SPC (Statistical Process Control)

Benefits:

• Reduced variation in process & product

• Improved quality /

productivity

• Reduced downtime

• Efficient problem detection and prevention

SPC is a measurement tool for the variation, range and reliability of your manufacturing processes. The aim is to use statistical data control charts and graphical presentation to sustain process control. SPC focuses on detection and prevention of quality problems. Who is it for? This workshop is for Engineers / Technical Specialists and Managers who would like an appreciation / understanding of SPC. Workshop consists of: The workshop will cover theory and application using actual data. The workshop includes:

• Measuring mode, median, mean & range standard deviation & variance in data

• Calculating process capability (Cp + Cpk)

• Defining upper control limits (UCL) & lower control

limits (LCL)

• Creating control charts – creating X-Bar and R charts

• Using SPC as a problem solving tool



Introduction to Six Sigma Yellow Belt

Benefits:

• Be aware of the principles, benefits and terminology of Six Sigma

• Be aware of the five main

steps in a Six Sigma project

• Know the meaning and importance of variation and process control

There are a number of Levels of Six Sigma training that can be attained by those who need it. Yellow Belt requires that people are aware of the concepts of Six Sigma and the Lean principles when they are working on a Lean Project. It will give them the skills required to show that they are committed to making the most of any projects. Yellow Belt is an introduction to Six Sigma and the DMAIC (Define, Measure, Analyse, Improve, Control) cycle, statistics and tools; it will provide you with an underpinning knowledge of Six Sigma and a basis for progression to “Green Belt” level.

Who is it for? This workshop is for any office or shop floor personnel and also can be developed for management who want to gain more of an understanding / awareness of Six Sigma. Workshop consists of: The workshop* will cover theory and application using actual data. The workshop includes:

• Brainstorming techniques, cause & effect, root cause analysis

• FMEA, 5S basics & process mapping basics

• Understanding the importance of data and

graphing methods

• Gauge Repeatability / Reproductability activity A Business Impact Lean Academy Consultant will work with you to identify areas for improvement within your organisation to ensure that you receive the best possible benefits from the workshop. *This workshop is not a certified workshop; it is a workshop to build awareness on the subject


Business Impact UK Ltd Endurance House Colmet Court Seventh Avenue Gateshead NE11 0EF Tel: 0800 977 8566 Email: [email protected] Web: http://www.businessimpactuk.com

Other Lean Academy Workshops:

• Visual Management • Six Sigma Green Belt

Leadership and Management Academy Workshops:

• Management into Leadership • Train the Trainer • Finance for Non-Financial Managers • Effective Communication • Change Management • Working as a Team • Time Management • Equality and Inclusion • Managing Conflict

Health & Safety Academy Workshops:

• Control of Substances Hazardous to Health (CoSHH) • Risk Assessment • Accident Investigations • Display Screen Equipment • Manual Handling and PPE • HASWA and Reponsibilities • Health & Safety for Managers • Fire Warden

Please note this is not an exhaustive list as we also build in bespoke content to meet client needs. If there is a related workshop you are interested in that isn’t on this list please ask. All workshops are for up to 10 learners and are available as stand alone or a part of a “mix and match” bespoke package to suit your individual company needs.

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NVQ Qualifications


“Productivity”, “Lean Thinking”, “Continuous Improvement” and “Waste” – all these terms are synonymous with the Manufacturing and Engineering Sector. The reality is that manufacturing organisations have struggled for decades in a highly competitive environment to reduce defects and waste whilst battling to create optimum flow by using Lean principles. With more pressure on companies than ever before, these tools are now being adopted on a wider scale. The Public and Service sectors are using them increasingly to help reduce costs, whilst ultimately achieving more value for their customers. Programme: BIT explores the concept of continuous

improvement and demonstrates how eliminating waste, reducing variation and preventing defects can dramatically improve business performance. From the Japanese 5S method to the Kaizen approach, the programme covers the most up to date management thinking. Delivered at your workplace, the programme sees your employees implementing improvement projects on your shop floor.

Units: Units typically include; complying with

statutory regulations & organisational safety requirements, contributing to effective team working, applying workplace organisation techniques, applying continuous improvement (Kaizen) techniques, creating visual management systems and applying problem solving techniques.

Length: Typically up to 20 weeks (depending on

individual circumstances & company requirements)

Target: Anyone involved in production / operations on

the shop floor Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques to be agreed plus 3 x improvement projects (Quality, Cost & Delivery)

Funding: There may be funding available for this

programme. Please contact us directly to see if any of your learners are eligible.

Benefits:

• Proven productivity improvement model

• Phased and structured

approach

• Accredited against a national standard

• Deliver improved

workforce capability

• Increases a “can do” and “know how”

• Sustainable through

champions

• Quantified monetary savings (ROI) are created as part of the BIT programme and agreed in advance

Level 2 NVQ Diploma in Business Improvement Techniques (BIT)


Following on from Level 2, this Business Improvement Techniques qualification at Level 3 is designed for employees that have an important role to play within the business. The qualification enables those individuals to develop the skills they need to be able to act as continuous improvement facilitators / lean champions within the organisation and lead improvement projects. Programme: The training is followed by three facilitated

improvement projects where the learner utilises the tools and techniques they have learned.

Units: The qualification includes training in the

following areas; Leading Effective Teams, Applying Problem Solving Techniques and Creating & Maintaining Standard Operating Procedures plus an additional unit from; Flow Process Analysis, SMED (a waste reduction tool to assist rapid changeover) and TPM (Total Productive Maintenance)



Target: Managers, Team Leaders, Supervisors,

Lean Champions, Change Agents Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques, 3 x improvement projects plus on the job assessments with reviews.



Benefits:

• Reduce costs, variation and waste

• Improve business performance

• Maximise profits and

revenue

• Helps reduce workplace accidents

• Achieve results with

minimal disruption to operations

• Improved staff morale

• Nationally recognised

Qualification

Level 3 NVQ Diploma in Business Improvement Techniques (BIT)


While many organisations have successfully applied the principles of Lean Manufacturing to the factory floor, often companies overlook the benefits that streamlining administrative functions can deliver to the bottom line and to customer service. Programme: The qualification is designed to assist

organisations in improving their business activities by applying the tools & techniques of continuous improvement. Business Impact have adapted the BIT qualification and adjusted the focus to reflect the office and administrative support functions. The programme is designed to ensure that all activities add value and are sustainable impacting on Quality, Cost and Delivery performance that; eliminates the risk of a poor service reaching the customer, reduces operational costs and improves profitability & competitiveness.

Units: The qualification includes training in the

following areas; workplace organisation, the identification and elimination of waste, operational effectiveness, team work & communication and improvement & productivity.



Target: Any office based member of staff Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques, 3 x improvement projects Funding: There may be funding available for this


This qualification is available at Level 3.

Benefits:

• Drive waste out of current processes

• Improve business procedures

• Reduce customer

complaints

• Reduce mistakes and paperwork

• Improve customer

services

• Improve order accuracy & processing

• Improve response time

• Improved staff morale,

attitude and performance

• Nationally recognised Qualification

Level 2 NVQ Diploma in Business Improvement Techniques (BIT) – Lean Office


Programme: This NVQ at Level 2 covers a range of

manufacturing processes which are common to a variety of industries and sectors. It is suitable for operators engaged in a wide range of production / operational processes. Confirmation of competence is assessed via a series of on the job observations each with a review and is carried out during normal working hours.

Units: The qualification includes training which

could be in the following areas; workplace organisation, the identification and elimination of waste, operational effectiveness, team work & communication and improvement & productivity. Or can be agreed by the company to meet internal requirements.



Target: Any staff on the shop floor involved in

production & operations Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques, 3 x on the job assessments & review




Benefits:

• Improved business performance to assist in winning contracts

• Maximise profits and revenues

• Helps reduce workplace

accidents

• Improves employee morale and motivation

• Highlights the skill of the

workforce to existing and potential customers

• Buy into the best

methods of working from employees and maybe a starting point for a learning journey


Level 2 NVQ Diploma in Performing Manufacturing Operations (PMO)


Benefits:

• Improved business performance to assist in winning contracts

• Maximise profits and revenues

• Helps reduce workplace

accidents







Programme: It goes without saying that well organised warehousing & storage benefits a company. It will improve productivity while creating a safer working environment. One way of ensuring that is to have staff with the requisite skill levels. You can ensure they do with a nationally recognised Warehousing & Storage Qualification; which will help them maximise their potential, improve their knowledge and make them more motivated and productive.

Units: The qualification includes training which

could be in the following areas; workplace organisation, the identification and elimination of waste, operational effectiveness, moving & receiving goods, placing goods in storage, maintaining H&S in a logistics environment, process orders for dispatch, team work & communication and improvement & productivity. Or can be agreed by the company to meet internal requirements.



Target: Any staff that work in a Warehousing,

Storage or Logistics Environment Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques, 3 x on the job assessments & review




Level 2 Certificate in Warehousing & Storage


Programme: This Level 2 NVQ Diploma in Business & Administration is designed for learners who need to develop or consolidate their skills.

Units: Units typically include; work in a business

environment, communicate in a business environment, solve business problems, deliver, monitor & evaluate customer service to internal & external customers, provide reception services and produce documents in a business environment.

Length: Typically up to 30 weeks (Depending on


Target: Any individual that works in an administrative

role e.g. Admin Assistant, Secretary, Payroll. Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques and on the job assessments with reviews.



This qualification is also available at Level 3

Benefits:

• Improved time management

• Increased productivity

• A reduction in administrative errors

• Improves employee

morale and motivation

• Highlights the skill of the workforce to existing and potential customers



• Nationally recognised qualification

Level 2 NVQ Diploma in Business & Administration


Level 2 NVQ Certificate in Customer Service

Programme: This Level 2 NVQ Certificate in Customer Service is designed for learners who need to develop or consolidate their skills.

Units: Units typically include; giving customers a

positive impression of the organisation, promoting additional services or products to customers, processing customer service information, going the “extra mile” in customer service, providing good customer service within the rules and living up to the customer service promise.



Target: Any individual that works in a customer

service environment e.g. Customer Service Advisor, Contact Centre Operator, Bank / Building Society Customer Advisor.

Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &





Benefits:



• A reduction in customer complaints

• Consistent delivery of customer service excellence within your organisation

• Customer queries are dealt with quickly and resolved effectively








Level 2 Diploma for IT Users (ITQ – Information Technology Qualification)

Benefits:



• Evaluating the impact of ICT

• Developing new tools and techniques







Programme: This Level 2 for IT Users is designed for learners who need to develop or consolidate their skills.

Units: Units typically include; IT troubleshooting, IT

maintenance, specialist / bespoke software, using IT to exchange information, email and spreadsheets.



Target: Any individual that works in a customer

service environment e.g. Customer Service Advisor, Contact Centre Operator, Bank / Building Society Customer Advisor.





This qualification is available at Level 3.


Level 2 NVQ Certificate in Team Leading

Benefits:


• Effective Team Leaders / Supervisors

• Improved supervisory & leadership skills

• Developing new tools and techniques







Programme: The Level 2 NVQ Certificate in Team Leading is designed for Team Leaders who are primarily concerned with motivating their team members and achieving agreed outputs, with limited authority for deploying resources. Flexibility is achieved through two optional units which compliment three mandatory units designed to develop the core competences needed by today’s Team Leaders.

Units: Units typically include: managing personal

development, developing working relationships with colleagues, communicating information and knowledge, planning, allocating and monitoring work of a team and supporting team members to identify, develop and implement new ideas.



Target: Any job role in any industry sector that

involves team leading / supervisory responsibilities.






Level 3 NVQ Certificate in Management

Programme: The Level 3 NVQ Certificate in Management is designed for Managers / Team Leaders with a range of responsibilities including: allocating work to people, achieving specific results, managing resources and with some degree decision making.

Units: Units typically include: managing personal

development, set objectives and provide support for team members, planning, allocating and monitoring work of a team and supporting team members to identify, develop and implement new ideas.



Target: Any job role in any industry sector that

involves team leading / supervisory / management responsibilities.





Benefits:


• Effective Team Managers / Leaders / Supervisors

• Improved supervisory & leadership skills

• Developing new tools and techniques for the team

• More structured and improved team performance








“Productivity”, “Lean Thinking”, “Continuous Improvement” and “Waste” – all these terms are synonymous with the Manufacturing Sector. This qualification is designed for learners who are working in a food manufacturing environment or a supply chain environment. It offers a sustainable Continuous Improvement Programme for the workplace. Learners will have the opportunity to develop the skills and knowledge required to prove their competence at work. Programme: It explores the concept of continuous

improvement and demonstrates how eliminating waste, reducing variation and preventing defects can dramatically improve business performance. Delivered at your workplace, the programme sees your employees implementing improvement projects on your shop floor.

Units: Units typically include; complying with

statutory regulations & organisational safety requirements, contributing to effective team working, applying workplace organisation techniques, applying continuous improvement (Kaizen) techniques, creating visual management systems, applying problem solving techniques and food manufacturing excellence knowledge.



Target: Anyone involved in food manufacturing /

processing environment Enrolment Session: 2.5 hours (max 12 per group) Other Sessions: Training sessions on the necessary tools &

techniques to be agreed plus improvement projects




Benefits:

• Proven productivity improvement model

• Phased and structured

approach

• Accredited against a national standard

• Deliver improved

workforce capability

• Increases a “can do” and “know how”

• Sustainable through

champions

Level 2 Certificate Proficiency in Food Manufacturing Excellence


Current Clients


Case Studies


Kirklees College Business Improvement Techniques Level 2 Lean Office

Kirklees College identified the need to implement a new organisation structure to improve staff utilisation and their performance against key Learning & Skills (LSC) metrics in 2010. They operated two teams responsible for managing their contact with employers (14-19 and 19+) but given historical, geographical and physical constraints they occupied different offices and operated different processes. The college joined together with Business Impact UK Ltd. Kirklees College’s need was to enable their staff to gain accreditation in NVQ in Business Improvement Techniques (BIT) and to test the application of Lean in a learning and skills environment. They delivered a series of Kaizen workshops (to identify the required improvements using 5S / 5C process mapping tools) and a review of their roles, culture and behaviours to generate their improvement plan. The improvements for Kirklees College included:

• Improved delivery effectiveness (>40%) from the baseline process measurement

• 10% improvement in staff efficiency

• Improved performance within the Compliance & Partnerships

Team (<5% error rate)

• Higher office space utilisation (2 offices into 1)

• A 15 point improvement in the 5S / 5C score

• Higher staff morale

• Seven employees at Kirklees College gained their NVQ in BIT in 2010

• Standardised processes and training given to those in newly

defined roles

Lesley Holdsworth of Kirklees College said: “Our processes and procedures needed to change. It was great to be involved in the project and to find some really good ways of doing things better. We are the people who do this day to day and we have made life better for ourselves.”


Business Impact UK Ltd Endurance House

Colmet Court Gateshead NE11 0EF

Switch: 0191 4971920 Sales: 0800 977 8566

Email: [email protected] Lean Academy: [email protected] Apprenticeships: [email protected] Web: http://www.businessimpactuk.com Blog: http://www.businessimpactuk-lean.blogspot.com/ Apprenticeship Blog: http://businessimpactuk-apprenticeship.blogspot.com/ Twitter: http://www.twitter.com/BI_UK Apprentice Twitter: http://www.twitter.com/BIUKApprentices Facebook: http://www.facebook.com/BusinessImpactUKLtd Apprentice Facebook: http://www.facebook.com/pages/BIUK-Apprenticeship-

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skills portfolio 2011-12

Documents

business administration

management level

business impact improvement

customer service level

team leader level

diploma certificate

warehousing storage

improvement culture