LEVEL TWO - BPM Core fundamentals
"This really takes the bull by the horns and turns processes into massive opportunities for the business"
Senior Business Analyst, HSBC
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the Triple Crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
1. Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
2. Define Successful Customer Outcomes for any process, product or service.
3. Create the 7 step action plan for crafting Successful Customer Outcomes.
4. Develop the SCO mind map for any process, product or service.
5. Understand the substantive difference between customer wants, desires and needs.
6. Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
7. Understand Current and Future State Process Models
8. Develop a Current State Process Model – individual, team and enterprise wide.
9. Utilise CPP Level One skills (learned on Level 1) in conjunction with the Customer Expectation Management Method (CEMMethod®) and the Advanced Process Management approach to analyse the Current State Model
10. Assess the Risk factors (organisation and customer) identified in Current State Modelling
11. Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
12. Prepare a Risk Assessment Profile that informs the Future State
13. Develop and substantiate an Action Plan to mitigate risks
Senior Business Analyst, HSBC
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the Triple Crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
1. Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
2. Define Successful Customer Outcomes for any process, product or service.
3. Create the 7 step action plan for crafting Successful Customer Outcomes.
4. Develop the SCO mind map for any process, product or service.
5. Understand the substantive difference between customer wants, desires and needs.
6. Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
7. Understand Current and Future State Process Models
8. Develop a Current State Process Model – individual, team and enterprise wide.
9. Utilise CPP Level One skills (learned on Level 1) in conjunction with the Customer Expectation Management Method (CEMMethod®) and the Advanced Process Management approach to analyse the Current State Model
10. Assess the Risk factors (organisation and customer) identified in Current State Modelling
11. Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
12. Prepare a Risk Assessment Profile that informs the Future State
13. Develop and substantiate an Action Plan to mitigate risks
