Business Process Improvement for Problem Solving
6 PDUs / contact hours* 5 Technical | .5 Leadership | .5 Strategic
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 workshop, 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 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.
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
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
Daniel Wong, BSc, MBA, PMP, has specialized in information technology for more than 25 years, in both the private and public sectors (municipal and federal levels) and has consulted in the not-for-profit and charitable sectors. He draws on his experience in program delivery, people development, financial management and inter-ministerial partnerships.
In addition, he has noteworthy experience in internal audit, environmental data analysis and coaching in continuous improvement, performance management and strategic thinking. Daniel is recognized as a seasoned project manager who has led various complex IT projects in a decentralized, multi-client operational environment.
Kate Wetherow, BFA, CAPM, has worked for the past eight years in international development, where she has applied her training and education as a knowledge management specialist, project manager and Lean process improvement green belt. She adds to this a unique blend of skills developed over 15 years in the not-for-profit sector. Kate has particular expertise in organizational learning, working to strengthen integration among departments, improve workflow efficiency and apply collaborative tools to facilitate seamless information exchange.
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