Brilliant Working Processes
Designing and implementing effective customer-focused processes
This course teaches process improvement groups to design and deliver streamlined and effective processes focused on customer purpose. It's the perfect way to kick-off a process improvement initiative.
Benefits
Cost Reduction
Reducing costs: brilliant processes cost less not more!
Customer Focus
Wowing and winning more customers with laser focus on customer purpose
Scalable Growth
Enabling scalable growth powered by streamlined effective processes
Technology Leverage
Leveraging technology: there's no point automating broken processes!
Empower Colleagues
Empowering colleagues working with fast right-first-time processes
Course Details
6 Essential Modules
Covering the 5 Questions Checklist and exploring each question in detail
Tests and Quizzes
Continuous learning with tests and quizzes throughout the modules
Certification Exam
Completing and tracking learning with certification exam (80%+ pass mark)
Course Overview
2 Hours 30 Minutes Total
Including exam
Multi-Device Access
Available on notebooks, tablets and mobile phones
For Process Teams
Stakeholders, improvement teams, subject matter experts and team leaders
Pricing
Annual license per user
Solutions Provided
Process Purpose
Understanding that the only purpose of a process is to flow value to its customer(s) and that most processes have more than one type of customer.
Customer Knowledge
Knowing each type of customer and their purpose in using the process
Customer Prioritisation
Prioritising customer types as we can't keep everyone happy all the time
Current Process Analysis
Understanding how well the current process is meeting customer purpose. Identifying the waste, issues and opportunities
Analysis Tools
Learning to use a combination of tools to answer these questions including SIPOC, Value Stream Mapping, INFELS analysis and the Mississippi Chart
Process Vision
Defining a vision for the new process and developing five to ten core principles that underpin the vision
Correct Measures
Using measures linked to the customer(s) purpose in using the process driving the right behaviours.
Design Tools
Learning to use a combination of four design tools to develop the detailed design
Problems Addressed
Not understanding what the customer really wants from the process
Failing to get all stakeholders engaged and on-board with the process improvement
Failing to unify the process improvement group around a common improvement approach
Depending too much on one improvement method and failing to combine multiple methods
Missing issues and opportunities by not knowing what's happening with the current process
Having a long list of requirements but no clear vision for the new process
Designing a process that is not centred around the customer's purpose in using the process
Failing to implement the new process (which happens to over 50% of process improvement initiatives)
Design Effective Customer-Focused Processes
Perfect for kicking off your process improvement initiative