Our Courses

Our training and coaching programs are focused on upskilling existing resources within your own business through training and coaching so improvements will be sustainable and continuous.

Objectives Of The Program

At the end of our Business Improvement training and coaching program, participants are expected to:
  • Understand what Continuous Improvement means
  • Understand their own personal and their team's role in Continuous Improvement
  • Learn to use tools that will help them determine the size of the problem and prioritise the issues
  • Learn how to conduct basic root cause analysis
  • Learn how to develop solutions for any issues that have been identified
  • Understand the need for a business issues pipeline
  • Learn how to collect and use data to understand the customers experience

Senior Management Training

Designed and developed for Executives and Senior Managers. There are 16 modules covered under this program which include a mixture of exercises and overviews with the modules covering topics such as designing and building a Continuous Improvement Framework, Root Cause Analysis and Problem Solving. The training program runs for approximately 5 hours. Mentoring and coaching is also available.

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Business Improvement And Project Team Training

Designed and developed for Middle Management, Project Teams and Business Improvement Teams, there are 23 modules covered under this program. Included is a mixture of exercises and overviews covering items such as Data Analysis, Problem Solving and Presenting A Case For Change. This training program runs for approximately 3 days which includes 5 hours of on-the-job coaching.

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Team Leader Development

This training is suitable for team leaders, supervisors and aspiring new talent. It covers day to day team leader functions and specialised skills in team building, problem solving and data driven performance improvement.

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Continuous Improvement Skills

This course will train your senior operations team in data gathering, problem solving, issue management and Customer Experience. They will learn various Six Sigma and Agile tools and will know how and when to apply them

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Local Team Problem Solving

Designed and developed for front line supervisors and operational teams. The main focus of this course is to teach your staff skills in problem solving and solution development. They will learn basic Six Sigma tools that will enhance their effectiveness when applied to day to day issues

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Australian Culture and Communications Training

Our "Kulturoo" training program offers Australian Culture and Communications Training to BPO's that have Australian clientele and customers that are being serviced from the Philippines. The overall objective of the training program is to help Filipinos understand the basics of Australian history and culture and how this has shaped the language, values and customer service expectations of the modern day Australian.

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Our Course Modules

HV-way Senior Management Training
(HV-0001M )
Module Name Included Training Activity Time (hrs)
Team building Overview 0.5
Facilitation 0
Setting up and running meetings 0
Customer journey mapping 0
Process mapping 0
Value stream mapping 0
Data gathering Overview 0.25
Data analysis 0
Problem solving (PDCA, SIPOC) Overview 0.5
Root cause Overview 0.25
Pain point Overview 0.25
Business impact Overview 0.25
Customer impact Overview 0.25
Staff impact Overview 0.25
Project governance Overview 0.25
Solution Overview 0.25
Solution review Overview 0.25
Risk management Overview 0.25
Financials Overview 0.25
Building case for change packs Overview 0.25
Presenting case for change packs 0
Solution testing 0
FoH problem solving and solution 0
Continuous Improvement Framework Overview 1
Giving staff feedback
Performance management and setting KPI's
Personal development (location only)
Mind dtrengthening (location only)
Cross cultural (location only)
Total 5
HV-way Business Improvement And Project Team Training
(HV-0002M )
Module Name Included Training Activity Time (hrs)
Team building Exercise 0.25
Facilitation Exercise 2
Setting up and running meetings Overview 1
Customer journey mapping Overview 0.25
Process mapping Overview 0.25
Value stream mapping Overview 0.25
Data gathering Overview 1
Data analysis Overview 0.5
Problem solving (PDCA, SIPOC) Exercise 2
Root cause Exercise 2
Pain point Exercise 3
Business impact Exercise 0.25
Customer impact Exercise 0.25
Staff impact Exercise 0.25
Project governance Overview 0.25
Solution Exercise 1
Solution review Exercise 0.5
Risk management Exercise 0.5
Financials Exercise 1
Building case for change packs Exercise 3
Presenting case for change packs Exercise 2
Solution testing Exercise 0.75
FoH problem solving and solution
Continuous Improvement Framework Overview 1
Giving staff feedback
Performance management and setting KPI's
Total 23.25
HV-way Local Team Problem Solving
(HV-0003M)
Module Name Included Training Activity Time (hrs)
Team building Exercise 0.5
Facilitation
Setting up and running meetings overview 0.5
Customer journey mapping
Process mapping
Value stream mapping
Data gathering Overview 0.5
Data analysis
Problem solving (PDCA, SIPOC)
Root cause
Pain point
Business impact
Customer impact
Staff impact
Project governance
Solution
Solution review
Risk management
Financials
Building case for change packs
Presenting case for change packs
Solution testing
FoH problem solving and solution Exercise 2
Continuous Improvement Framework Overview 0.5
Giving staff feedback
Performance management and setting KPI's
Total 4
HV-way Team Leader Development
(HV-0006TLM)
Module Name Included Training Activity Time (hrs)
Team building Exercise 1
Facilitation Exercise 1
Setting up and running meetings Exercise 1
Customer journey mapping
Process mapping
Value stream mapping
Data gathering Overview 0.5
Data analysis
Problem solving (PDCA, SIPOC)
Root cause
Pain point
Business impact
Customer impact
Staff impact
Project governance
Solution
Solution review
Risk management
Financials
Building case for change packs
Presenting case for change packs
Solution testing
FoH problem solving and solution Exercise 2
Continuous Improvement Framework Overview 0.5
Giving staff feedback Exercise 1
Performance management and setting KPI's Exercise 1
Total 8
HV-way Continuous Improvement Framework Training
(HV-0005M)
Module Name Included Training Activity Time (hrs)
Team building 0.5
Facilitation 0.5
Setting up and running meetings 1
Customer journey mapping
Process mapping
Value stream mapping
Data gathering 2
Data analysis
Problem solving (PDCA, SIPOC)
Root cause
Pain point
Business impact
Customer impact
Staff impact
Project governance
Solution
Solution review
Risk management
Financials
Building case for change packs
Presenting case for change packs
Solution testing
FoH problem solving and solution 3
Continuous Improvement Framework 1
Giving staff feedback
Performance management and setting KPI's
Personal development (location only)
Mind strengthening (location only)
Cross cultural (location only)
Total 8
HV-way Australian Culture and Communications Training
(Kulturoo HV-007M)
Module Name Included Training Activity Time (hrs)
Contemporary Australian History Overview 1
Communicating with Australians (Accent) Overview 1
Communicating with Australians (Slang and
Terminology)
Overview 1
Australian Consumer Behaviour Overview 1
Total 4