Certificate In Business Process Management And Improvement

Transcription

1 Certificate In Business Process Management And Improvement On This Course, You Will: 1. Understand the difference between classical and holistic BPM 2. Identify and document end-to-end processes, and understand process abstraction for maximum analytical benefit Led by Donald Smith 3. Proactively approach processes to expose the entire iceberg of potential problems instead of reacting to merely the visible surface issues 4. Develop comprehensive process understanding and documentation 5. Create process metrics which measure effective delivery 6. Gain effective process design tools to improve operations and increase customer satisfaction Receive coaching and mentoring from the Course Director for one year after course completion *Book and pay full fee for one and your colleague attends for FREE ** Book and pay full fee for two colleagues and the third attends for FREE March 2016* - 2 for 1 offer July 2016** - 3 for 2 offer

2 Meet Your Expert Course Leader Donald Smith Founder, FutureSmith The George Washington University School of Business, Informa s Academic Partner, is dedicated to excellence: in its teaching and research about management, in the public and private sectors, within the United States and internationally. The school has a 75 year history of preparing men and women for leadership in both the public and private sectors. Known internationally for its dedication to academic excellence, the school draws students from all parts of the United States and around the world. Beyond first class teaching and scholarship, the school s faculty offers practical experience in the issues and challenges confronting business and government. Its research centres link faculty and students with US and international business and government organisations. Recent distance learning initiatives have expanded the school s global reach. Course Requirements And Certificates Delegates must meet two criteria to be eligible for an Informa/GW Certificate of Completion for a course: 1. Satisfactory attendance delegates must attend all sessions of the course. Delegates who miss more than 2 hours of the course sessions will not be eligible to sit the course exam 2. Successful completion of the course assessment Delegates who do not meet these criteria will receive an Informa Certificate of Attendance. If delegates have not attended all sessions, the Certificate will clearly state the number of hours attended. Would you like to run this course in-house? The in-house training division of Informa Tel: cts@informa.com Donald (Don) Smith is a leading advocate for organisational agility, who drives business success through evergreen strategy, business model innovation, and process transformation. He has helped corporations, non-profits, and government organisations create significant long-term value by focusing on customer relevance and customer experience (Moments of Truth), transforming their view of customers as primary stakeholders and tapping into the exponential value of the happy customer. This has helped shape dramatic improvements in customer loyalty, employee loyalty, cost reduction, and consequently greater shareholder value. Don has influenced organisational shifts in thinking to concentrate on rapidly changing customer perspectives and value propositions, facilitating organisational agility in an ever more global and customer-driven economy while providing the methods, tools, skills, and perspectives for continued success beyond the engagement. As the founder of FutureSmith, Don draws on a vast range of experience from Fortune 500 IT leadership to several successful entrepreneurial ventures, as well as running a non-profit, to offering thought-leading yet practical insight, frameworks, methods, and tools to transform organisations into agile competitors; fostering a dynamic culture of change encouraging them to adopt a process culture (vs. functional) that reduces complexity while delivering greater value to shareholders, customers, and employees. Don has a rare ability to communicate complex and technical information effectively and appropriately to a wide range of diverse and varied audiences. As a founding and former Managing Director of the International Process and Performance Institute (IPAPI.org), Don is a pioneering business performance and process management expert. He is a Certified Business Process Professional (CBPP) and Certified Process Expert (CPE). Don holds a Bachelor of Arts in Management and Organisational Leadership. He speaks, teaches, consults and coaches around the world, in addition to publishing frequently on the topic. Some of his customers include Zain Group, Dubai Customs, Abu Dhabi DOT, egovernment Authority Kingdom of Bahrain, Ministry of Interior KSA, Saudi Telecom (STC), NCB Capital, Qatar Foundation, Qatari Diar, Wataniya, Advanced Electronics Company (AEC), Etisalat, Ooredoo (formerly Qtel), Emirates Transport, Tabreed, Wipro and others.

3 Certificate In Business Process March 2016* July 2016** Course Timings: Registration will be at 07:30 on Day One. Course sessions will start promptly at 08:00 and end at 14:30. There will be two short breaks for refreshments and lunch will be served at the end of each day s sessions. Course Overview Organisations are struggling mightily today to simultaneously keep customers, shareholders, and employees happy. The cycles of market change are coming faster and more frequently, with the levels of change more radical every day. Continuous improvement programmes and classic process improvement tools simply cannot keep pace with change of this speed and scale! This course provides you the advanced methods, skills, tools, and perspectives that help your organisation not only keep pace with its markets, but drive market-leading and innovative process solutions. You will gain the knowledge and skills required to effectively document and analyse processes. You will explore the levels and types of process abstraction, and the various techniques and tools used in process mapping and modelling. This course helps you see process with a new perspective that provides you with a new set of eyes; exposing previously unseen components of process that represent the entire iceberg of potential problems or root causes. This perspective (along with the tools used to capture it), are the springboard for exposing all manner of opportunities to improve, optimise, and even transform your processes to execute on your organisation s strategy, while delivering what your customer really values. The design of this course is based on the knowledge that learning involves doing, and therefore, you will actually apply the course concepts in the context of working through two real-world case studies. It delivers practical ideas to measure and monitor process performance for true effectiveness. You will leave with the confidence to effectively and professionally practice the craft of BPM. Course Outline Day One Foundations Of Business Process Management (BPM) BPM: A Brief History And Overview What BPM is and why we should care Historical influences on BPM How far we have come Key business drivers and impact of BPM Organisational critical success factors and BPM BPM A means to execution of strategic objectives Process Maturity And BPM Lifecycle Management Process defined Organisational process maturity curves The BPM lifecycles Perspectives and levels of Business Process Improvement (BPI) Improvement versus transformation Case Study Determine Organisational Process Maturity Process Mapping And Other Abstractions Abstraction explained When abstraction becomes a distraction Process discovery Becoming a process detective Process characteristics Customers, triggers, and outcomes Process documentation management Process mapping versus modelling Overview of modelling methods (style) and tool Case Study Identify And Map The Process Day Two Everyday Process Improvement Managing The Whitespace Activity-based process analysis A partial perspective Identifying and documenting Process Actors What is the Whitespace and why do we need to manage it? T:

4 Moments of Truth as Whitespace Break points as Whitespace Documenting business rules Documenting the Whitespace Case Study Complete The Whitespace Analysis Chart Improvement Opportunity Discovery Whitespace Exposing the whole iceberg Mining the Whitespace analysis for improvement opportunities Baseline metrics for process improvement Examining and measuring work, deviation (failure), and complexity Opportunities for improvement Whitespace reduction Creating a set of possibilities Decision makers need a wide frame Case Study Complete The Process Improvement Opportunity Worksheet Improvement Solution Simulation And Validation Process simulation Manual and automated (BPMS) Opportunity selection for simulation Using the Whitespace Analysis Chart for simulation Vetting and honing opportunities for best solutions Selecting and presenting recommended solutions Case Study Complete And Present The Improvement Solutions Worksheet Day Three The Outside-In Perspective Process Transformation And The Outside-In Perspective Organisational maturity and transformation Transformation Alignment of process execution to strategy The outside-in perspective and emergent strategy Creating customer empathy Understanding the customer Customer s job-to-bedone, pain, and gain Determining Customer Desired Outcomes (CDOs) Creating a customer profile Case Study Complete The Customer Empathy Map And Customer Profile Worksheet Performance Measurement And Management Hawthorne Effect and other measurement challenges Key Performance Indicators (KPIs) Everything is key The case against survey methods and tools Measuring delivery There is another way Baselining Measurement starts before the change Integration Measurement is built into the change Case Study Complete The Performance Management Plan Worksheet Business Modeling And Business Model Thinking Business models explained The Business Model Canvas explained Business model thinking Business model thinking in support of transformation Case Study Model The Business Day Four Transformation Whitespace Analysis In Transformation Whitespace analysis as reality checkpoint Whitespace reduction and transformation Whitespace reduction as an asymptote function Case Study Complete The Whitespace Analysis Chart Discovering Transformation Opportunities Transformation executes emergent strategy Transformation delivers CDOs Challenging business rules Shedding constraints Silencing the inner naysayer Case Study Complete The Process Transformation Opportunity Worksheet Transformation Solution Simulation And Validation Manual versus automated simulation Transformation may be iterative Transformation range Incremental to innovative Transformation funding and support Two dirty words Change management Case Study Complete And Present The Transformation Solutions Worksheet Course Conclusion Every Ending Is A New Beginning Course Exam 25 Questions Who Should Attend Anyone who is responsible for architecting how their organisation gets things done will benefit from attending this course. Job titles include: Business Process Analyst Business Process Engineer Business Process Designer Business Process Architect Business Process Manager Business Process Consultant Business Process Owner Business Analyst Business Systems Analyst Quality Assurance Analyst and Manager Enterprise Architect Business Planner T:

5 Certificate In Business Process March 2016* July 2016** FIVE WAYS TO REGISTER Informa Middle East PO Box 9428, Dubai, UAE register-mea@informa.com Our in-house training division Would you like to run this course in-house? Save training $$ and create learning experiences relevant to your business. To customise this course and increase value and impact, contact Leigh Kendall on or the team at cts@informa.com Course Certificate In Business Process March 2016* (BC6231) Course Certificate In Business Process July 2016** (BC6232) 10 January January 2016 Final Fee US$ 3,995 US$ 4,595 US$ 4,795 8 May May 2016 Final Fee US$ 3,995 US$ 4,595 US$ 4,795 DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL: a.watts@informa.com *Book and pay full fee for one and your colleague attends for FREE ** Book and pay full fee for two colleagues and the third attends for FREE Not applicable in conjunction with corporate discounts. Payment to be settled before start of the course to avail the offer. Course fees include documentation, lunch and refreshments. Delegates who attend all sessions and successfully complete the course assessment will receive an Informa/GW Certificate of Completion. All registrations are subject to our terms and conditions which are available at Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full. DELEGATE DETAILS First Name: Surname: Job Title: Company: Address: Postal Code: Country: City: Tel: Mobile: Fax: PAYMENTS A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. AVOID VISA DELAYS BOOK NOW Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-gcc nationals may take several weeks to process. CANCELLATION If you are unable to attend, a substitute delegate will be welcomed in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time. All registrations are subject to acceptance by Informa which will be confirmed to you in writing. Due to unforeseen circumstances, Informa reserves the right to cancel the course, change the programme, alter the venue, speakers or topics. EVENT VENUE: Tel: ACCOMMODATION DETAILS: We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Informa Hospitality Desk for assistance on: Tel: Fax: hospitality@informa.com MC/MB BUSINESS WEB BC6231/BC6232 Copyright Informa Middle East Ltd