Brilliant Working Processes
Target audience: For colleagues involved in developing, deploying and maintaining effective streamlined processes including stakeholders, improvement team members, subject matter experts and team leaders in the process.
Designing and implementing effective customer-focused processes
This course teaches process improvement groups to design and deliver streamlined and effective processes focused on customer purpose. It’s the perfect way to kick-off a process improvement initiative.
Benefits
- Reducing costs: brilliant processes cost less not more!
- Wowing and winning more customers with laser focus on customer purpose
- Enabling scalable growth powered by streamlined effective processes
- Leveraging technology: there’s no point automating broken processes!
- Empowering colleagues working with fast right-first-time processes
Course Details
- 6 modules covering the 5 Questions Checklist and exploring each question in detail
- Continuous learning with tests and quizzes throughout the modules
- Completing and tracking learning with Certification Exam (80% + pass mark)
- Total course time including exam is 2 hours 30 minutes
- Available on notebooks, pads and mobile phones
Pricing
Solutions provided
- Understanding that the only purpose of a process is to flow value to its customer(s) and that most processes have more than one type of customer.
- Knowing each type of customer and their purpose in using the process
- Prioritising customer types as we can't keep everyone happy all the time
- Understanding how well the current process is meeting customer purpose. Identifying the waste, issues and opportunities?
- Learning to use a combination of tools to answer these questions including SIPOC, Value Stream Mapping, INFELS analysis and the Mississippi Chart
- Defining a vision for the new process and developing five to ten core principles that underpin the vision
- Deciding how to measure success in achieving the vision using measures linked to the customer(s) purpose in using the process
- Learning to use a combination of four design tools to develop the detailed design:
Problems addressed
- Not understanding what the customer really wants from the process
- Failing to get all stakeholders engaged and on-board with the process improvement
- Failing to unify the process improvement group around a common improvement approach
- Depending too much on one improvement method and failing to combine multiple methods
- Missing issues and opportunities by not knowing what's happening with the current process
- Having a long list of requirements but no clear vision for the new process
- Designing a process that is not centred around the customer’s purpose in using the process
- Failing to implement the new process (which happens to over 50% of process improvement initiatives)
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