Business Process Improvement: An Introduction



6 PDUs

Various organizations and governments have applied Lean, Six Sigma, Theory of Constraints or Deliverology, improving quality, enhancing responsiveness to the public and cutting costs — without compromising quality.  Companies such as Apple, Amazon, BBC, 3M and Geico have made business process improvement part of their culture, making them more productive, profitable and successful.  Their clients say this is reflected in their service.

This course will help you better understand service and provide exceptional results to your internal and external clients, whatever your place in the organization.  The simulation exercises will allow you to explore “how to” issues, so that you can apply the tools and techniques covered to your own processes, to achieve efficiencies and meet clients’ needs. You will begin to understand the mix of process improvement tools that help organizations deliver results, as well as which techniques to use when and how to get started, all without adding to your workload.

Business Process Improvement: An Introduction is about focusing on what makes a difference in delivering value to clients.

Prerequisites: None. However, this course is a prerequisite for attending the other courses that are part of the certificate.

This course can provide up to 6 PDUs / contact hours towards attaining or maintaining the Project Management Professional (PMP) designation. Participants must submit the request to PMI via the Continuing Certification Requirements System (CCRS).

Professional Development Units are allocated according to the number of training hours completed by the student and may be granted by increments of 0.25 PDU for each 15 minutes of training. A participation certificate will be given to students who attend a minimum of 75% of the course.



  • Understanding Deliverology, 6 Sigma, Lean and Theory of Constraints
  • Capitalizing on the strengths of the various continuous improvement models: BPI
  • Exploring Lean core values and principles
  • BPI tools: Stakeholder analysis, process mapping, standard work instructions, outlining value propositions, determining touch time, work cycles, visual management, error proofing and identification of waste



  • This course is designed for frontline staff to senior management looking to improve their or their team’s work, to help achieve organizational results.



6 hours



  • $655 (plus tax)


Featured Instructor

Jeffry Morgan, M.Ed., has spent the last 3 decades running the third largest cultural touring agency worldwide and has done business in more than one-third of the world. Jeffry’s keen sense of observation and formal background in teaching make him particularly gifted at expressing leadership and management principles through examples and language that all of us can relate to. He has authored a compendium of management and leadership techniques as well as numerous articles.

Daniel Wong, BSc, MBA, PMP, PSM-I, has specialized in IM/IT for more than 30 years, in both the private and public sectors and has consulted in the not-for-profit and charitable organizations. He draws on his experience in program delivery, people development, financial management and inter-ministerial partnerships.

Daniel is recognized as a seasoned project manager and scrum master where he has led various technical and agile teams to deliver complex IT projects, service renewal initiatives and business transformation in a large-scale operational and multi-client organization. Furthermore, he has noteworthy experience in internal audit, environmental data analysis and coaching in lean six sigma, performance management and strategic thinking.

Daniel is particularly effective in building partnerships with business and IT communities.



Event CodeTitleBegin DateEnd DateTermDelivery Method
P00292311ABusiness Process Improvement: An Introduction11/1/202311/1/2023AutumnIn PersonRegister
P00292401ABusiness Process Improvement: An Introduction1/15/20241/16/2024WinterOnlineRegister
P00292402ABusiness Process Improvement: An Introduction2/15/20242/15/2024WinterIn PersonRegister
P00292404ABusiness Process Improvement: An Introduction4/17/20244/18/2024WinterOnlineRegister
P00292405ABusiness Process Improvement: An Introduction5/28/20245/29/2024SummerOnlineRegister