Business Process Improvement for Problem Solving


6 PDUs

Prerequisite: Business Process Improvement: An Introduction 

To deliver project and program results, we face a daily obstacle course of challenges.  The ability to pinpoint elements of work that need refining is a key Lean skill.  In this course, we will learn to define a problem, identify its root cause(s), validate a response plan, integrate appropriate reporting and authorizations, and check that the correction or refinement has worked.  We will base our problem solving on tools designed to guide and support robust business process problem solving and decision making, from problem identification to solution implementation, tweaks and process standardization until the next time the benchmark needs to be revisited.

Lean problem solving is participatory and engages the relevant people at all levels of the organization.  We will explore when to solve problems in isolation and when consensus building and collective action are more appropriate.  We will apply both the process and the tools to an in-class scenario to ensure that you can apply each part of the process to your own work related problems.

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.



  • Problem solving methods and when to use them
  • The 8 steps of business process improvement problem solving
  • Choosing the right problem solving and solution implementation team members
  • Formulating an assumption-free problem statement
  • Systematic collection of problem-related data
  • Hypothesis testing
  • Comparative analysis
  • BPI problem solving tools: Is/is not, 5 Why’s, mind mapping, cause and effect diagrams, check sheets, Pareto chart, problem-solving report, skunk works
  • Full-cycle application of problem solving and decision making



  • This workshop is designed for frontline through to senior management employees looking to address workflow related obstacles, to enhance results and benefits



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 25 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 teams to deliver complex IT projects and business transformation in a large-scale decentralized operational and multi-client organization. In addition, he has noteworthy experience in internal audit, environmental data analysis and coaching in continuous improvement, performance management and strategic thinking.

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



Event CodeTitleBegin DateEnd DateTermDelivery MethodRegister to Event
P00272212ABusiness Process Improvement for Problem Solving12/7/202212/7/2022AutumnIn PersonRegister to Event
P00272302ABusiness Process Improvement for Problem Solving2/7/20232/7/2023WinterIn PersonRegister to Event
P00272303ABusiness Process Improvement for Problem Solving3/21/20233/22/2023WinterOnlineRegister to Event