Business Process Management

Course Objectives:

• Gaining an understanding of the business environment

• Understanding how to align the systems to deliver on the customer value proposition

• Appreciating the importance of aligning the business to the new strategic direction

• Ensuring that all the parties involved in the service delivery are aligned to a common purpose

• Matching people to process

• Ensuring that the automation supports the process

• Standardisation of work

Course Outline:

Module 1: Introduction

• Business Process Management Benefits

• Strategy

• Customer requirements

• Process map

• Process mapping

• Role players and their responsibilities

Module 2: Analysing the current Situation

• Understand the problem

• “As is” process map

• Analysis of “as is” position

  • People issues

  • Current system

  • Infrastructure

  • Information

  • Cost

  • Time

  • Accuracy

  • Tools

  • Feasibility study

• Practical exercise

Module 3: Process Intent

• Scoping the process requirements

  • Results to achieve

  • Results to avoid

  • Restrictions

  • Results not required

  • Change management strategy

  • Composition of the team

• Practical exercise

Module 4: Designing the “to be”

• Design phase

  • “To be” process

  • Aligning people

  • Aligning automation

  • Aligning infrastructure

  • Aligning information

  • Roll-out planning

• Practical exercise

Module 5: Implementation

• Training

• Implementation

• Post implementation review

Who should attend:

• Executives who have to analyse the future and make strategic decisions

• The business analysts who will translate the strategic decisions into business improvement initiatives

• All managers who are tasked to improve the efficiency cost and accuracy of their departments