Business Process Improvement


Perhaps no other skill can yield such immediate results and payback than learning how to improve business processes. This course explores the need for a business process focus, the essential steps for process improvement, and the critical success factors for making the effort successful. It provides a practical framework for improving process and describes many tried and true process improvement concepts and techniques. Lastly, it provides valuable tips and techniques to introduce process changes effectively, to get the most from your process improvement effort. Presented in a methodology-neutral way, participants can easily apply the knowledge and skills to any environment, and use the techniques immediately upon leaving class.


Describe the purpose, benefits, and critical issues of Business Process Improvement (BPI).
Name several critical success factors that lead to effective BPI, and describe how to utilize them.
List the essential components and steps of process analysis.
Employ industry-standard techniques for analyzing the root cause of process problems, such as Fishbone Diagrams, Pareto analysis, Inter-Relationship Diagrams, Value Stream Analysis, etc.
Discover appropriate metrics for analyzing business processes that provide sufficient insights into process effectiveness.
Use process maps to discover and analyze process problems.
Design new processes using lean techniques that eliminate waste and maximize business value, using three standard objectives to optimize process design.
Identify the parts of a process that give rise to functional requirements for projects that automate processes.
Discuss the importance of monitoring and managing processes.
Choose critical metrics for the ongoing monitoring of process performance and efficiency, including the use of Business Intelligence for monitoring and reporting.
Describe and develop a control plan to assure the continued effectiveness of processes.
Describe the components of an industry-standard Business Process Management framework and how BPI fits into it.
Identify process risks and how to mitigate them.
Discuss the interdependence of people, processes, and systems and how it relates to effective introduction of process changes.
Facilitate the introduction of process change in the organization, using accepted and practical techniques.
Describe how impact analysis can help to understand true cost of change when planning for change introduction.
Use effective motivation to increase your chances of success when introducing process changes.
Make consulting-like process recommendations that get adopted and accepted.

Process analysts, business analysts, project managers, business process owners, general business staff, and anyone who needs the skills to improve and/or manage business processes.


To help assimilate the tools and techniques learned, there is a mixture of individual and team exercises throughout the course. A lively role-play and case study help reinforce concepts learned. Students will need to be prepared for a high level of participation. Each participant will receive a comprehensive student guide complete with examples and workshop solutions.


Business Process Improvement (BPI) Foundation
Discussion: Challenges of Inefficient or “Poor” Processes
Challenges of Improving Processes
The Case for Business Process Improvement
Three types of Business Activity
A Business Activity Formula for Improvement
Discussion: What is the potential Impact of Process Improvements? What is the cost of Process Improvements?
Process Improvement Impact Illustrations
Justifying the Cost of Business Process Improvement
Cost of Quality Rule
Benefits of Process Improvement
Why Seek Process Standardization
Continuous Process Improvement
BPI Critical Success Factors (CSF’s)
Framework for Business Process Management (BPM)
The Net Positive Effect of Applying BPM Layers
How BPI fits into BPM – Modeling, Analysis, Design, Transformation and Performance Measurement
Process Improvement Process
Common Principles and Steps of Multiple PI Disciplines
Brief history of Process Improvement Movements
Introduction to Case Study and Workshop
Business Process Analysis - Metrics
Discussion: What is analysis? What is measurement? How do they contribute to process improvement?
The Iterative Nature of Analysis and Metrics
Analysis and Metrics Enable Problem Spotting
Steps to Process Improvement
Creating a Problem Statement
What Makes a Good Problem Statement? A Poor Problem Statement?
Discussion: Why Measure?
Measurement Usage
Process Science?
Benefits of Measurements
Core Components of a Project
Metrics/Measurements – Key Components (basic definitions, data, variation, data collection plan)
Definition of data types – attribute and variable
Understanding Variation
Data – Why is it Necessary?
Data Collection – What and Why?
Metrics components: Understand, Measure, Display, and Manage
Metrics best practices – Balanced Scorecard, Dashboards
What do we measure to shed light on process effectiveness?
Measurement considerations and techniques
Metrics The Good
Metrics – The Bad
Business Process Analysis – Analysis
A Case for Analysis - Why Analyze?
Workflow Analysis Questions
It’s Typically Not a People Problem
Three Key areas of Analysis: Data, Process and Root Cause
Analysis Key Concepts
Analysis Steps
Analysis Challenges
Three Lenses: People, Process, or Platform
Process Analysis Techniques
Benefits of Analysis to help uncover causes of process problems
Analysis Techniques
More Analysis concepts
Business Process Design
A Case for Design Process Design Principles
Three Objectives of Process Design: Optimize Time, Optimize Quality, and Optimize Process Output Value
Time optimization Techniques
Quality Optimization Techniques
Value Optimization Techniques
Common Design Flaws
Business Rules
Examples of business rules
Working with Business Rule Engines
Transformation Processes
Case Study Discussion
Transformation Philosophies
Identify and Address Obstacles
Organizational Change Management Curve
Motivation – What makes people tick?
Change Tools and Methods
Results from BPI as Inputs to Projects and Requirements
Importance and Components of a Control Plan
Consulting Tips: Best Ways to Recommend Change
Adapting presentation to audience
Use of an A3
Exercise Example Solutions

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