Fundamentals of Business Process Management

Overview

• Introduction to BPM

• BPM Key Concepts

• The role of business processes in organizations

• Defining an organization: people, processes, systems, and structure

• Where do most organizational problems originate?

Process Types and Product/Service Requirements

• Types of process

• Industry, product, and service classifications

Diagnosing a Process

• How to identify a broken process

• Selecting a process for redesign

Process Mapping

• The five main advantages of process mapping

• The four types of information captured in a process map

• Flowcharting symbols and how to use them

• Types of process maps: macro level flow chart, functional-activity level flow chart, task, and procedural level

Constructing a Functional-Activity Flow Chart

• Identifying and reducing staff frustrations

• Eliminating bottlenecks and bureaucracy

• Selecting high-impact ideas to be implemented immediately

Process Metrics and Basic Process Theory

• Gathering cycle time, process time, and wait time data

• Little’s Law

• Using Activity Based Costing to calculate true profitability, creating a bridge to strategic planning

• Effect of variability

• Quality costs: calculating the cost of poor quality, using quality improvement and basic lean and Six Sigma tools

Process Design Principles

• Work and information flow

• Matching process to desired outputs

• Designing reliable processes

Implementing Process Improvement

• A step-by-step process redesign methodology

• Five implementation options

• Overcoming common process improvement obstacles

Integrating Process Improvements in Your Organization

• Mapping process improvements in your organization

• Building the right team

• Using liberating structures to generate support and engagement