A Queensland laboratory formulations manufacturer has improved operational consistency and performance visibility after enrolling its leadership team in Manufacturing Skills Queensland’s Operational Excellence Program.
Concept Labs, which specialises in high-precision formulations for cosmetics, sunscreens and cleaning solutions, partnered with MSQ to address growing complexity as the business scaled from concept development through to commercial-scale production.
MSQ’s Acting CEO Kris McCue said the program addresses a critical gap in Queensland’s manufacturing sector.
“As businesses scale and operations become more complex, the ability to lead improvement from the supervisor level becomes essential. We’re seeing manufacturers struggle not because they lack technical skill, but because they need stronger systems and leadership capability to manage growth effectively. Our program provides exactly that capability.”
Concept Labs CEO Naomi Elliott said the business had very capable people and solid processes.
“We have capable people and solid processes, but as we grew, it became harder to pinpoint where time was being lost, where effort was duplicated, and where improvements would have the greatest impact.
To address these challenges, Concept Labs enrolled employees from production assistants to the CEO in the MSQ-funded Operational Excellence Program.
Leadership Management Australia’s Executive Chairman, Grant Sexton said the program is particularly valuable for precision manufacturers like Concept Labs.
“In high-precision environments, consistency isn’t optional, it’s critical to quality and client confidence. This program gives teams the tools to standardise processes, track performance accurately, and identify improvement opportunities before they become problems. For businesses operating at that level of complexity, these capabilities become essential as they scale.”
Establishing a shared approach across the business
Funded by MSQ, and delivered by LMA, the program includes the nationally recognised Certificate IV in Competitive Systems and Practices (MSS40322), delivered through practical, workplace-based learning.
Naomi said the nationally recognised training was delivering immediate value.
“The program is giving our team practical skills they can apply straight away. MSQ’s funding made it accessible, we could invest in our people and strengthen our operations without financial strain,” Naomi said.
Part-way reflections
The program is delivered on-site through regular visits from an independent Facilitator from LMA, who meets with two participant groups twice monthly. Each three-hour session combines structured workshops with hands-on time on the production floor, enabling teams to apply new concepts immediately and make real-time improvements within their daily operations.
Grant said the on-site delivery approach is critical to the program’s effectiveness.
“By working directly in the production environment, we can help teams identify improvement opportunities in real time and apply concepts immediately. It’s not about taking people away from their work to learn theory, it’s about building capability while making tangible improvements to their daily operations.”
Naomi said establishing data baselines became an immediate priority.
“One of our early ‘a-ha’ moments has been recognising just how critical data is and where our gaps were. Without clear benchmarks, it was difficult to understand the true cost of delays and stoppages, or which issues were having the greatest impact on workflow,” Naomi said.
Early improvements already taking shape
While the program is still in its early stages, Concept Labs has already begun implementing meaningful changes across the business.
These include:
These early improvements are creating a safer, more organised work environment while also giving leadership clearer insight into how operations are performing day-to-day.
Importantly, the changes are being driven internally, with teams applying continuous improvement tools directly within their own roles.
“Concept Labs operates in a manufacturing environment where precision and consistency are essential,” Naomi said.
“As product complexity increases and client expectations remain high, the ability to work from clear systems, reliable information, and aligned team practices becomes a real competitive advantage. This program is helping us build that foundation as we scale.”
Looking to improve consistency, strengthen operational capability, and lift productivity in your manufacturing business?
Contact Manufacturing Skills Queensland to learn more about the Operational Excellence Program.
About LMA
Leadership Management Australia (LMA) has been a pioneer in delivering people-centric business solutions since its inception in Australia in 1973. As a nationally recognised Registered Training Organisation (RTO), LMA has established itself as a leader in professional development and organisational improvement. Over the past five decades, LMA’s innovative learning and development process has empowered more than 150,000 participants across Australia and New Zealand, equipping them with the skills and knowledge to drive success in their respective industries.
25 May 2026