Business Process Mapping & Improvement
Overview
Processes that are visible can be measured and improved. This course teaches how to map business processes clearly, analyse them for waste, delay and risk, redesign them for better performance and keep them under control with owners and measures.
Who should attend
Process owners, business analysts, quality and excellence staff, and managers who want to improve how work gets done.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Identify and classify an organisation's processes
- Map processes using flowcharts, swimlanes and BPMN basics
- Analyse processes for waste, delay and risk
- Redesign processes and estimate the benefits
- Assign process owners and measure performance
Course outline
Day 1Process Thinking
- Functions versus processes
- Process hierarchy and architecture
- Core, support and management processes
- Process ownership
- Process maturity
- Exercise: build a process map of your unit
Day 2Mapping Processes
- SIPOC
- Flowcharts and swimlane diagrams
- BPMN essentials
- Interviewing and walking the process
- Documenting procedures from maps
- Workshop: map an as-is process
Day 3Analysing Processes
- Value-added analysis
- Cycle time and waiting time
- Bottlenecks and handoffs
- Process risks and controls
- Customer pain points
- Exercise: analyse your map
Day 4Redesigning Processes
- Improvement principles
- Simplify, eliminate, combine, automate
- Designing the to-be process
- Estimating benefits
- Implementation and change management
- Workshop: design the to-be process
Day 5Managing Processes
- Process KPIs
- Process owner role
- Process governance
- Digital tools and workflow automation
- Sustaining improvements
- Process improvement action plan
