Business Process Improvement: An Introduction
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 is recognized by the Project Management Institute (PMI) ®. It counts towards the PDUs (Professional Development Units) / contact hours required to attain or maintain Project Management Professional (PMP) ® or another PMI designation. PDUs are based on training hours completed by the student and are only credited to students who attend 90% 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.
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.
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