Business Process Management Certificate Series

With information technology redefining operations in almost every industry, managing the “business process” has become more essential than ever. Business Process Management (BPM) is a critical skillset for analysts who design the way work is performed and for managers who must ensure ongoing performance improvement.

Through the course of three modules, the Business Process Management Certificate Series will provide the tools and techniques needed to transform business operations. Participants will learn how to reduce costs, optimize profits, increase capacity, slash service times, provide a better customer experience, and compete through effective process management.

Key Learning Outcomes

After participating in this program, participants will have learned how to:

• Utilize a “toolkit” of mapping and modeling techniques to document and analyze business processes
• Locate process flaws that are creating systemic problems
• Evaluate which activities add value for the customer
• Use Lean and Six Sigma tools to streamline workflows
• Interpret data and graphics to manage process performance
• Leverage technology to effectively automate and redesign processes
• Devise innovative process designs based on customer needs
• Identify and prioritize issues that will impact successful process change
• Achieve buy-in from the people who must utilize new processes and technology
• Measure the impact of change
• Assure that new processes are sustainable
• Deliver additional value to current and future customers

Schedule

Module 1: Process Mapping, Analysis and Redesign

“Eighty-five percent (85%) of your organization’s quality and efficiency problems are built into its system. Learn how to identify and eliminate unnecessary costs and activities that don’t add value…”

• Identify and understand an organization’s true core processes
• Recognize and remove activities that do not add value
• Eliminate system flaws that result in poor quality
• Document processes for knowledge management and BPM initiatives
• View customer/supplier relationships and their impact on an organization’s system
• Engage business leaders, users and customers in process change efforts
• Dramatically improve efficiency and customer satisfaction

Module 2: Measuring & Improving Processes

• Identify critical process “pulse points”
• Measure and analyze process performance
• Construct histograms, control charts and other practical Six Sigma tools
• Determine what level of quality an organization’s process can deliver
• Identify the root causes that limit quality, slow service time and increase
• costs
• Evaluate and apply process improvement alternatives

Module 3: Process Transformation: Improving and Innovating Performance

• Evaluate process performance relative to current strategic goals
• Interpret data and graphics to manage process performance
• Think outside the “process box”
• Use cutting edge techniques to generate ideas for breakthrough performance
• Devise innovative process designs based on customer needs
• Deliver more value to current and future customers
• Plan for the practical and political realities of process change