Business Process Improvement: An Introduction
Six Professional Development Units* 4 Technical | 1 Leadership | 1 Strategic
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.
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.
Jane Lang, BComm, MSc, is a seasoned executive with 27 years of experience in various federal government departments. Jane is a leader for today’s corporate challenges, with expertise in change management. Her experience includes 13 years in managing quality assurance programs, and 14 years in areas such as strategic corporate services, policy development and business process management. She is also a former diplomat who is highly regarded for her ability to build international partnerships.
Jane is recognized as a result-driven, dynamic and creative leader with a passion for client-focused solutions that support organizational objectives. She has been a Lean Six Sigma practitioner since 2005, with black belt training, and has led numerous business process improvement projects that have significantly boosted service delivery. Jane also played a key role in developing a business process management curriculum and frequently provides Lean Six Sigma coaching to kick-start process improvement.
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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