The Business Operating System

Organizing businesses for better performance

George Strodtbeck, Vice President, SBTI

  • Business assessment
  • Business Operating System creation
  • Business Operating System understanding
  • Continuous improvement
  • Customer experienced quality
  • Leadership
  • Project identification
  • Project selection
  • Quality improvement
  • Quality management
  • Quality system
  • Role of leadership
  • Variation reduction
  • Waste elimination

Course Introduction


  • Develop deeper insights into the concept of a business operating system (BOS) 
  • Creating productive BOS for your organization
  • Implement BOS for effective business execution
  • Using the BOS to accelerate business improvement
  • A model for change to use when implementing the BOS


W. Edwards Deming, who was a key architect of the emergence of Japanese manufacturing after World War II, said: “Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.” While Mr. Deming’s statement of what management is responsible to do is clear, it is less clear how a management team is to go about the task. In most businesses, there is a general lack of clarity regarding what the customer and business critical processes are, who owns them, and how to pursue their improvement.

The purpose of this course is to introduce the attendee to an organizing structure for the business that leads to better products and services for customers. The course discusses an approach that a business management team can use to undertake the task of developing the organizing structure to provide context for process ownership, problem identification, priority setting, and continuous improvement and why this is important for better customer and business results.


Attendees will learn how to think differently about how a business works. Lessons learned will include:

  • The role of all business processes for delivering products and services to customers.
  • The importance of understanding “customer experienced quality” for developing measures that broadly reflect how customers view the quality of the company and its products and services.
  • The difference between audit and assessment and how to apply each form.
  • A model for change that is based on how a company matures over time.


My personal experience in driving organizational change is one of the unique elements of this course. I led the development of a business operating system over a ten-year period for a global, multi-billion dollar company.  During that time, I worked with the leadership of the various business units and the CEO to bring the BOS to life and make it useful to the management of the business.


Leaders and managers at any organizational level of a business seeking to understand a better way to organize for process management and improvement.


The purpose of this course is to introduce an organizing structure for the business that leads to better products and services for customers.

Course Outline


  • Overview
      Introduction to me
      Purpose of the class
      Basic outline of the class
  • BOS Basics
      What is the purpose of a business?
      What is quality?
      What is the purpose of a BOS?
      When is a BOS needed?
      What is the value of the BOS?
      How is the BOS used?
      Terms and Definitions
    1. Functions
        Operations Direct Support
        Indirect Support
    2. Functional Ownership
        Tools and Methods
        Skills and Capabilities
  • BOS Examples

Learning Outcome: You will learn the language, purpose, and intent of a BOS.


  • BOS Principles: Anchoring the BOS Processes
      What are BOS Principles?
      How are BOS Principles used?
      BOS Principles example
      BOS Principles Future State
  • Functions – Process Ownership
      Product and Service Delivery
      Direct Support
      Indirect Support
      Examples of Functions
  • BOS Elements
      Customers – Requirements and Results
      Products and Services
      Delivery Processes

Learning Outcome: Learn how to create the BOS


  • Creating/Defining the BOS
      Assemble the Team
      Identify the Customers
      Define the Macro-Processes
      Identify Macro-Process Inputs and Outputs
      Identify the Required Functions
      Define the BOS Principles
      Summarize and Document
  • Assessing the Effectiveness of the BOS
      Assessment vs Audit – How vs What
      Assessment - Identifying Gaps
    1. The Baldrige Criteria
    2. A BOS Assessment – based on BOS Principles
    3. Process Mapping
    4. Supply Chain
      Audit – Compliance and Conformance
    1. ISO
    2. SOx
    3. IRS
  • Continuously Improving the BOS
      What is Continuous Improvement?
      Options for Continuous Improvement
    1. Six Sigma
    2. Lean
    3. Shanin
    4. Theory of Constraints
    5. TRIZ
      Lean Six Sigma
    1. DMAIC
    2. DFS

Learning Outcome: Assessing and improving the BOS


  • The Change Process: S-Curve thinking and the Kano Model
    1. What are they?
    2. How are they used?
      Kano Model
    1. What is it?
    2. How is it used?
      S-Curves and Kano Work Together
  • Impact on Organization Dynamics
      Customer focused business alignment
    1. Processes
    2. Measures
      Leadership active engagement
    1. Goals/Strategies/Initiatives planning
    2. Ongoing review of improvement priorities and project progress
    3. Functional leadership accountability for process improvement
      Business improvement aligned on customer experienced quality
    1. Processes
    2. Tools
    3. Skills

Learning Outcome: Positively affecting business dynamics using a model for change


4 Day

Time Segments:

3 hours session each day

Pre-Course Reading:

None required


PDF certificate to add to your LinkedIn profile



What’s Included:

Course materials (BOS workbook & BOS worksheets)


$1000 (includes training & certification)


Completely online


On computers, tablets, and smartphones

Time Zone:

EST (Eastern Standard Time)

Conduct group trainings for this course in your company.


Call Me Back

  • Team of 3+ Get 25% discount
  • Team of 5+ Get 30% discount
  • Team of 7+ Get 35% discount
  • Team of 10+ Get 40% discount
  • Team of 20+ Get 50% discount

To obtain the team discount below, book your team in one go, and ensure you input each team members individual respective email address, Our system will automatically calculate the correct discount level. 

Discounts apply off the FULL PRICE only, and cannot be applied retrospectively if some team members have already booked. 

Early Bird Discount 

We can not combine Early Bird discounts with Team discounts, the system will give you the best discount option either Early Bird or Team, which ever is highest at the time. 

All discounts must require payment at time of registration and before the cut-off date in order to receive the discount.


Shareable on:

You will have two options for certification post-course. Either just complete all course content to obtain your Certification of Attendance or you can choose to achieve a highly valued Proqis Certified Accreditation by taking a post-course exam. If you pass you will receive a Proqis Certified Business Operating System Practitioner (PBOSP) Certification and a Certification of Accomplishment LinkedIn Proqis Certified Business Operating System Practitioner Badge which you can put on your LinkedIn Profile with a click on our platform.
Proqis Certified Business Operating System (BOS) Practitioner (PBOSP) is a comprehensive certification designed to validate that individuals in a wide variety of job functions have a foundational knowledge of the important concepts and components that are part of the Business Operating System (BOS) ecosystem.
Proqis certifications confirm knowledge in top emerging Business Transformation, Digital Transformation & Operational Excellence & Innovation Excellence areas that rapidly evolving and growing, and Proqis offers certifications that align with the most current and expanding fields.
Proqis certifications don’t just offer knowledge, they are created by industry leaders with years of experience in the subject matter, Proqis Certifications align with real jobs and roles within the Business Transformation, Digital Transformation & Operational Excellence & Innovation Excellence industry.
Proqis certifications are also vendor-neutral, so the knowledge gained can be applied regardless of the business environment.  They are not tied to just one product or framework.
Exam Duration
30 minutes
Number of Questions
Exam Format
Multiple Choice/Multiple Response
Passing Score

In-House In-Person or Virtual Team Training

Are you interested in having your team trained by our expert instructors. 

Want Bespoke One-2-One Coaching

Are you interested in completed bespoke tailored training for yourself.

Would Like to Speak To The Instructors

Do you specific technical questions you want to ensure the course covers


George Strodtbeck, Vice President, SBTI

George is responsible for strategic account management and providing expert change management advice to SBTI clients.  Prior to joining SBTI in 2015, George spent 23 years with Cummins Inc. He was the Executive Director of Quality leading the deployment of Six Sigma for 16 years and the Cummins Operating System for 10 years.  George also worked for Pepsi Cola for 6 years as an Area Manager of Fleet Maintenance and Distribution and spent 10 years as an officer in the US Army.  Currently, George is responsible for multiple accounts and the development of new SBTI intellectual property.  George’s study and practice of leadership and management has uniquely prepared him to help companies successfully drive organizational change.  George attended West Point graduating in 1976.  

George has authored two books on organizational change:

  • Making Change in Complex Organizations – ASQ 2016
  • A Magnificent Journey to Excellence; Sixteen Years of Six Sigma at Cummins, Inc. – Routledge 2020

Dates & Prices

This course will take place over a Zoom Meeting and you will receive a unique link and access details shortly after registering. 
The course will take place over four days, with each day comprising 3 hours of sessions with a 30-minute break in-between. The sessions will run from 9:00 AM to 12:00 PM. Specific time zones will vary based on dates, see below. 

Online Instructor-Led

5th, 8th, 12th & 15th June 2023
Time Zone
EST (Eastern Standard Time)
9:00 AM to 12:00 PM

Register Now $1000


George’s extensive business experience affords him with the the unique ability to bridge the connections between how an organization operates within multiple functions and bottom-line performance. I highly recommend George’s instructional courses; he is engaging and a master story teller. He brings pragmatic solutions that easily resonates with people at all levels of an organization and even years later his influence is engraved within the Cummins Operating system.

Debbie Climer

Global Integrated Business Planner Director, Cummins Inc.

I worked with George for many years and witnessed him develop, implement, execute and hone the operating system at Cummins.  His tireless leadership and emphasis on developing ownership for important processes that impacted the customer with use of six sigma as the primary improvement tool yielded great gains for the company.  In short, the operating system became the backbone of the Cummins business model.  George’s vast knowledge and experience provide him a unique perspective on what an operating system is and how to make it work.

Jeffrey B Sharp

Quality Infrastructure Director, Cummins Filtration

Most recently, George provided support to strengthen Johnson Electric’s new product development system with a goal to be the safe choice for our customers, meeting or exceeding their requirements. George has remained acoach and mentor for the past 22 years.

Simon Crowhurst

Group Quality & Reliability General Manager, Johnson Electric

In-House In-Person or Virtual Team Training

Are you interested in having your team trained by our expert instructors. 

Want Bespoke One-2-One Coaching

Are you interested in completed bespoke tailored training for yourself.

Would Like to Speak To The Instructors

Do you specific technical questions you want to ensure the course covers

Instructor Book

Those participating in "The Business Operating System (BOS)" live-virtual workshop will receive a digital copy of George Strodtbeck’s book “Making Change in Complex Organizations”

This book is written for the leader or management team of any complex organization attempting to lead an organization-wide change. Successfully leading change has never been easy. Many realities of life in the 21st century have combined to intensify the challenge. This book captures the lessons learned during more than 43 years of experience working in complex, large-scale organizations, 14 years between West Point and the United States Army and more than 29 years in two large, very different American companies. These lessons are shared in the hope that it will help others lead change successfully and avoid at least some of the pitfalls that come with it.

The principles and questions in this book also benefit leaders making changes in the small organization or those who desire to transform their small organization into a large one. This book is intended to serve as a leader's guide of things to think about and how to plan for successful change.


Frequently Asked Questions

Answers to the questions we get asked the most.

Is this course applicable only to manufacturing companies?

No, the ideas in this course are applicable to any business type.

Can this course be applied to any business level?

Yes, the principles and actions discussed in this course are applicable at all business levels.

What will I be able to do on completing this course?

The attendee will be able to identify processes that are critical to customer experience quality and who should be responsible for improving them.

Why should I pick Proqis Training Institute over any other training provider?

Proqis Training Institute conducts thorough painstaking research to identify and select best-in-class instructors. Each is fully vetted to ensure they have a strong pedigree and track record in delivering world-class engaging training. We only select instructors who are considered by their peers as the industry's most progressive thought-leaders in their field.


Furthermore, each our instructors have a background as top flight leadership-level practitioners within the world's leading brands, disruptors and major global corporations. Such a Disney, Amazon, Google, Facebook, Caesars Entertainment, Toyota and many more. 


In short, our courses deliver the very best, practical how to, what to training by the world's best experts.

What happens if I cannot make the course?

You can attend any future training within 6 months or you can send a substitute attendee. All courses once booked are non-refundable. 

I have questions about this course.

Please call us at + 1 312-496 6621 or email and we will be happy to help

Is this course really 100% online? Do I need to attend a class in person.

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device. 

What background knowledge is necessary?

A basic knowledge of how a business operates is useful for understanding the concepts and actions discussed during the course.

Does this course require any prerequisites?


Who is Proqis Training Institute?

Proqis Training Institute is part of the Proqis family of companies, which are separate divisions of Global Media Research Ltd, including Proqis Digital & BTOES Insights which collectively is the world’s premier content and training platform for executives, with a particular focus in the Business Transformation & Operational Excellence Strategies (BTOES) 



Head Office: 50 Grosvenor Hill. London W1K 3QT. United Kingdom.

Place of Registration: England & Wales

Registered Office Address: 145-157 St John Street, London, EC1V 4PW, England, United Kingdom

Registered Number: 08771005

Contact Telephone Number: +44 203 435 8367 or +1 312 496 6621