This document outlines the topics and activities for a 10-day training course on improving service quality with lean process tools. The course covers topics such as lean process techniques, value stream mapping, six sigma DMAIC and DMADV methodologies, process performance measurement, and business process management and automation. On each day, participants work on a final project applying the concepts learned. Activities include project planning, weekly updates, and multiple reviews of a case study paper. The document also provides overviews of specific lean tools like value stream mapping, the seven wastes, and 5S workplace organization.