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.

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.

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.

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 swim lane diagram.

Module 5: Process Analysis

Participants will be taught the application of 6M model and calculate the average duration to complete a process using Cycle Time Analysis.

Module 6: Collecting and Quantifying Customer Feedback

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.

Module 7: The Role of Data in Driving Customer Excellence

Participants will learn about Lewin’s Three-Stage Organizational Change Model and communicate to both management and the teams affected by the process change.

Module 8: Maintaining Customer Relationship Post Purchase

Participants will learn to collect feedback on the process change implemented by quantitative data on key metrics and qualitative data from the stakeholders

CLZK-SOP: The Effectiveness Of Standard Operating Procedures