Managing and Improving Business Processes

This two-day workshop has been designed to build those skills and to allow participants to understand the purposes of process quality management.  It is highly interactive and designed to allow participants to both acquire and apply skills that can serve them well in the workplace.  It utilizes a case study throughout the workshop.
This workshop is compliant with the Project Management Body of Knowledge (the PMBOK® Guide, Fourth Edition and draws insights on quality management and requirements from the Business Analysis Body of Knowledge (the BABOK®).

Course Outline

Day 1:
Module 1: Introduction to the workshop
-In this module, we will detail the workshop objectives and schedule and identify participant interests and concerns.  We’ll also describe the dimensions of quality for complex processes.
Module 2: Process quality fundamentals
-In this module, we’ll examine the tenets of the modern quality movement and its pioneers and the definitions of quality.  We’ll also examine the challenges of process improvement. 
Module 3: Identifying and managing process quality
-In this module, we’ll examine the fundamentals of indentifying the requirements for business process and describe the challenges of identifying user definitions of quality and the tools for eliciting accurate requirements for business processes.  We’ll describe the attributes of requirements and techniques for analyzing and documenting requirements.  Last, we’ll examine the methods for ensuring that processes meet quality requirements.

Day 2:
Module 4: Managing and improving process quality
-In this module, we’ll examine the tools for managing and improving process quality.  We’ll identify the role of random errors and the eight principal tools of project quality management identified in the PMBOK® Guide, Fourth Edition and other process improvement tools such as Lean and Six Sigma.  We’ll engage in an exercise to identify process errors and a plan for process improvement.
Module 5: Bringing the pieces together: managing process improvement project quality
-In this module, we’ll identify the creation of a quality management plan and the identification of the requirements for managing a project to improve process quality.  We’ll consider methods for improving the quality of our projects and build project management processes that improve our ability to meet stakeholder needs and comply with other project constraints.  We’ll engage in an exercise to identify quality improvement methods that we’ll employ on our projects.
Module 6: Workshop wrap-up
-In this module, we’ll conclude the workshop and respond to remaining questions.  We’ll identify additional resources and evaluate the workshop


The target student for this workshop is a project manager, a project team member or a project stakeholder charged with the responsibility for managing or improving processes.  General managers with the intention of improving their understanding of process improvement and project management would also benefit from this workshop.