This 2-day course aims at introducing its attendees to the core values, principles, and practices of Business Process Improvement.
Many of today’s Project Management and Business Analyst Professionals are finding themselves leading, managing and analyzing Business Process Improvement Initiatives - only to find that many of the tools and techniques applied no longer work as effectively or at all. In order to do more than survive, the Project Manager and Business Analyst must have a strong understanding of how to manage and implement BPI to effectively lead their teams and deliver on these initiatives.
Section 1: Introduction – Business Process Improvement (BPI) Overview
Why are we here?
What is BPI?
BPI as a driving innovator in organizations
Benefits of BPI
Challenges/obstacles & successes
Uncovering BPI challenges
o Analyzing your personal BPI skills
o Assessing BPI in your organization
Process improvement examples
o Famous debacles to avoid and successes to emulate
Your role in helping to identify problems
Section 2: Overview of the Joiner 7-Step Method
What is it?
Walkthrough of the seven step process
Template: Introduce and review the Process Improvement Template
Case Study Exercise: Discuss and determine a group case study that BPI can be applied
Section 3: Step #1 – Initiating the Project
Types of business problems typically encountered
How to recognize a business-related problem
Identifying the gaps (delta between current and future states)
Ownership of the project and the business problem
Defining the measurable success criteria
o Key Performance Indicators
Case Study Exercise: Fill-out the Problem Statement section (Step #1) in the template
Section 4: Step #2 – Defining the Current Situation
What are symptoms of a problem?
Looking for symptoms of the problem
o Recognizing the causes of poor process performance
Performing stakeholder analysis
o Understanding your stakeholder needs
Technique: View a RACI Matrix
Defining the impacts caused by the problem
Technique: Business Process Modeling (As-Is)
o Determine how using the Business Process Management Notation (BPMN) can help
o Key elements of BPMN
o How to conduct a BPMN workshop
Understand how to draw an As-Is Business Process Model
Case Study Exercise: Fill out the Current Situation section (Step #2) in the template
Section 5: Step #3 - Identification of the Root Cause(s)
What are root causes?
Performing root cause analysis
Technique: Fishbone Diagram using the cafeteria example
Case Study Exercise: Discuss a Fishbone Diagram
Technique: Pareto Chart (discuss and show example)
Case Study Exercise: Fill out the Cause Analysis section (Step #3) in the template
Section 6: Step #4 - Development of Potential Solutions
Identifying options for problem resolution
Avoid jumping to conclusions
Case Study Exercise: Conduct a Brainstorming Session
Recognizing pros and cons for each option
Case Study Exercise: Fill out the Solutions section (Step #4) in the template
Section 7: Step #5 – Defining the Results
Prototyping the solution
Technique: Business Process Modeling (To-be)
Measuring the results against the success criteria (Step #1)
Case Study Exercise: Review changes to an As-is Business Process Model
Case Study Exercise: Fill out the Results section (Step #5) in the template
Section 8: Step #6 – Standardizing the Process
Defining the how the process will be documented
Plan and understand organizational readiness
Discuss how stakeholders can be empowered to identify and act upon their ideas
Identifying follow-up needs (i.e., training) for the people impacted
Technique: Communication Plan
Case Study Exercise: Fill out the Standardization section (Step #6) of the template
Section 9: Step #7 – Future Plans
Monitoring the process for continuous process improvement (Plan-Do-Check-Act Cycle)
Understand how to sustain the improvements made by the Joiner 7-step method
Technique: PDCA form
Case Study Exercise: Fill out the Future Plans section (Step #7) of the template
Section 10: Going Forward with a Plan for Action
Identifying process problems in your organization
Individual Exercise: Name three (3) possible areas for improvement
Prioritize and define the next steps
Individual Exercise: Fill-out the Problem Statement section (Step #1) in the template
It is appropriate for Managers, Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, managers; supervisors, team leaders, and process operators.
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