Certified Process Professional
Download the brochure here
OVERVIEW
This premier interactive workshop is designed for those seeking professional skills in process management, process improvement, process alignment, change management and innovation. The Advanced Business Process Management / Customer Expectation Management Methods and Techniques that Deliver!
CONTENT
A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group networks ongoing research.
WHO SHOULD ATTEND
Senior executives, operating managers, process owners, resource managers, members of process design teams and program management offices, functional managers, business analysts, project managers, IT managers, key front-line personnel, and everyone else with a stake in getting the most out of business processes.
RESULTS
Course attendees will learn:
*triple crown = enhancing customer service, reducing costs and improving revenue concurrently
WHAT YOU GET
LEVEL 1 - Introduction to Business Process Management
"Even if you think you understand BPM you haven't experienced it like this before!" Director of Process, TATA
Learn to Apply process diagnostics to existing processes, calculate causes of work and points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements.
LEVEL 2 - BPM Core fundamentals"This really teakes the bull by the horns and turns processes into massive opportunities for the business" Senior Business Analyst, HSBC
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
LEVEL 3 - Advanced Business Process Management
"I thought Day 1 and 2 were incredible however this really puts the icing on the cake. Highly recommended" Service Manager, BestBuy
Understand and create the Process Innovation Landscape to completely redefine the way processes are operated. By alignment with Successful Customer Outcomes we will uncover the true potential of the process, and in doing so consolidate triple crown wins i.e. simultaneously reducing costs, improving revenue and enhancing service. Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and strategy maps.
LEVEL 4 - Process and Performance Management
LEVEL 5 - Bridging the Gap - Business and Technology
Download the brochure here.
OVERVIEW
This premier interactive workshop is designed for those seeking professional skills in process management, process improvement, process alignment, change management and innovation. The Advanced Business Process Management / Customer Expectation Management Methods and Techniques that Deliver!
- Uncover Process Improvement opportunities in just hours
- Identify Actions that will reduce process inefficiency by 30% to 60% within 90 days of deployment
- Delight your Customers (making them your biggest advocates) through Successful Customer Outcomes
- Innovate to compete, set the market trend and even dominate your industry
CONTENT
A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group networks ongoing research.
WHO SHOULD ATTEND
Senior executives, operating managers, process owners, resource managers, members of process design teams and program management offices, functional managers, business analysts, project managers, IT managers, key front-line personnel, and everyone else with a stake in getting the most out of business processes.
RESULTS
Course attendees will learn:
- understand the progress and development of BPM as the driving force behind business success
- how to exploit process management for triple crown* benefits with sustained high performance
- link processes to enterprise business goal
- coach and align people for performance and process management
- realign people systems for a process environment
*triple crown = enhancing customer service, reducing costs and improving revenue concurrently
WHAT YOU GET
- An interactive WORKSHOP coached by leading Practitioners
- Certification is Testing and Competency-Based : Insuring you have the SKILLS to DELIVER PROCESS IMPROVEMENT
- Online Training package provides all the materials and testing post event
- One year’s access to all the training system features and functions
- Simply the most ADVANCED TECHNIQUE for process improvement; typically producing extraordinary improvement results in LESS THAN 90 DAYS
LEVEL 1 - Introduction to Business Process Management
"Even if you think you understand BPM you haven't experienced it like this before!" Director of Process, TATA
Learn to Apply process diagnostics to existing processes, calculate causes of work and points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements.
- Apply process diagnostics to any existing process or service.
- Understand and identify moments of truth, breakpoints and business rules
- Determine the magnitude of the points of failure performance factor and causes of work performance factor of the process.
- Calculate the points of failure causes of work performance factors then graph it on the maturity scales.
- Identify actions that can be taken to improve the process.
- Identify actions that will significantly reduce the process points of failure and causes of work of the process.
- Identify actions that can be completed in less than 90 days (often much less).
- Analyze the benefits versus cost (resource/time/degree of change) for each action
- Clearly identify “low hanging fruit” – actions that require minimal investment versus return
- Apply process diagnostics to a customer focused (SCO) process.
- Determine the points of failure performance and causes of work performance process factors.
- Conduct the risk assessment on the business and customer including
- Identify actions that can be taken to improve the process.
- Review the various techniques and approaches to improving process (useful internal materials), and
- Understand the Customer Expectation Management Method (CEMMethodTM)* as an Advanced Process Management approach
LEVEL 2 - BPM Core fundamentals"This really teakes the bull by the horns and turns processes into massive opportunities for the business" Senior Business Analyst, HSBC
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
- Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
- Define Successful Customer Outcomes for any process, product or service.
- Create the 7 step action plan for crafting Successful Customer Outcomes.
- Develop the SCO mind map for any process, product or service.
- Understand the substantive difference between customer wants, desires and needs.
- Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
- Understand Current and Future State Process Models
- Develop a Current State Process Model – individual, team and enterprise wide.
- Utilise CPP Level One skills (learned on Level 1) in conjunction with the Customer Expectation Management Method (CEMMethodTM) and the Advanced Process Management approach to analyse the Current State Model
- Assess the Risk factors (organisation and customer) identified in Current State Modelling
- Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
- Prepare a Risk Assessment Profile that informs the Future State
- Develop and substantiate an Action Plan to mitigate risks
LEVEL 3 - Advanced Business Process Management
"I thought Day 1 and 2 were incredible however this really puts the icing on the cake. Highly recommended" Service Manager, BestBuy
Understand and create the Process Innovation Landscape to completely redefine the way processes are operated. By alignment with Successful Customer Outcomes we will uncover the true potential of the process, and in doing so consolidate triple crown wins i.e. simultaneously reducing costs, improving revenue and enhancing service. Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and strategy maps.
- Use Moments of Truth to build the Innovation Landscape foundation
- Create the Process Innovation Landscape that can be used to support Strategic Goals
- Uncover the untapped potential of the process to create market differentiation and market leadership.
- Find the natural form of the process within the process
- Create the Strategic Landscape of the process
- Use the Strategic and Process Innovation Landscape to:
- Identify the best Tactical Action that can be taken on a process
- Identify a Process Roadmap that takes us to a Market Leading position over time.
- To leap the competition in a single bound (Superman Innovation)
- Develop the principles to build an ongoing competitive Market Leader process profile that continuously resets the “market expectation.”
- Create a Future State Landscape
- Quantify business benefits of the Future State (typically double digit improvements to costs, productivity, revenues and service within 90 days)
- Prepare the means to integrate CEMMethodTM and Advanced Process Management into the Strategic and Operational objectives of the organisation.
- Compile the Plan of Execution
LEVEL 4 - Process and Performance Management
- Uncover Process Improvement opportunities in just hours
- Align your Performance Management Systems to achieve Successful Outcomes
- Integrate Balanced Scorecard and Strategy Maps with advanced BPM
- Create an ongoing Performance improvement culture enabled through BPM
- Link Performance Metrics with individual scorecards
- Ensure Metrics (Key Performance Indicators) reinforce and drive the delivery of business objectives and successful customer outcomes
LEVEL 5 - Bridging the Gap - Business and Technology
- Create a framework to implement technology for innovative process improvements
- Develop and reinforce business and technology alignment
- Assess appropriate 'solutions' for varied business challenges
- Implement a robust framework for solutions identification, introduction and assimilation into existing process architectures
- Identify the skills and approach for best practice process technology delivery
- Understand the BPM Solutions landscape to support future technology deployments
Download the brochure here.
