Module 1: Introduction to Business Processes

The training session will begin with an introduction to business processes and an overview of the Process Assessment Framework. Participants will be briefed on what are business processes and the benefits and importance of business processes. Finally, participants will be taught how to read and understand flow charts as well as the fundamental concepts commonly found in flow charts such as triggers, nodes, functions and paths.
- Activity 1: Diving into the Process Assessment Framework
- Activity 2: Human Traffic Light

Module 2: Process Identification

In this module, participants will learn how to identify a suitable existing process in their organisation which requires improvement, classify processes into categories in accordance to the APQC Process Classification Framework and rate the health of the process using both the Porter’s Value Chain Framework and the Capability Maturity Model Integrated (CMMI) Framework. Finally, participants will learn how to prioritise and build a Process Improvement Roadmap.
- Activity 3: What Goes Where?
- Activity 4: Planning Your Process Improvement Journey

Module 3: Stakeholder Identification

In this module, participants will be expected to understand the roles and manage expectations of different stakeholders in different parts of the process.
- Activity 5: Stakeholder User Persona
- Activity 6: The Power Matrix

Module 4: Process Discovery

Participants will be introduced to the concept of modelling uncertainties using probability theory and using decision nodes in a feedback loop. The day will conclude with the participants combining the concepts taught into a readable and understandable swimlane diagram for a process identified from Activity 4.
- Activity 7: What can go wrong in an approval process?
- Activity 8: Group Process Design Project
Participants are expected to describe the following points in a presentation:
- Why did they select this process to work on?
- Who are the key stakeholders in this project? What are their role and how they may impact the delivery of the project?
- What are the possible negative scenarios and how did the group account for the uncertainties?

Module 5: Process Analysis

After the morning reflection on the learnings from the previous day, participants will be taught the application of 6M model and calculate the average duration to complete a process using Cycle Time Analysis.
- Activity 9: Root Cause Analysis Using 6M Model
- Activity 10: Cycle Time Mathematics 101

Module 6: Process Redesign

Participants will then learn to identify process improvement objectives using the IDEA Framework and come out with tactical approaches using the 7 Heuristic Process Redesign Principles.
- Activity 11: Drop, Maintain, Improve
- Activity 12: Group Process Redesign Project

Module 7: Process Implementation

Participants will learn about Lewin’s Three-Stage Organizational Change Model and communicate to both management and the teams affected by the process change.
- Activity 13: Unfreeze, Change, Freeze
- Activity 14: Change Management Committee Presentation
Present the following:
- Objective of the Process Improvement Exercise
- The plan to introduce, manage and measure the new process
- The thought process behind designing the process

Module 8: Process Monitoring

Participants will learn to collect feedback on the process change implemented by quantitative data on key metrics and qualitative data from the stakeholders.
- Activity 15: Reading the Hidden Lines
- Activity 16: Numbers Do Not Lie

CLZK-PBP: The Power Of Business Processes