Participants in this workshop will develop their understanding of process management from case studies and examples as well as APQC subject matter expertise. The workshop is organized around APQC’s Seven Tenets of Process Management^SM and characteristics of high-performing, best-practice process managed organizations. The seven tenets provide a framework for understanding and assessing an organization’s process management capabilities.

During this half-day workshop you will learn about:

• Each of the seven tenets
• How the seven tenets work together to build a strong process management approach

This process performance workshop prepares attendees to understand process performance measurement and the importance of monitoring and controlling your processes. Leading, in-process, and lagging indicators will be discussed with emphasis on how these indicators should align to organizational needs and performance goals.

During this half-day workshop you will learn how to:

• Identify control points and their associated measures
• Connect process measures to strategic objectives and critical success factors
• Build integrity into defining and managing process measures

Research shows that process frameworks are an important part of the essential infrastructure for any successful process managed organization. In this workshop the structure, core principles, and use of frameworks will be studied with examples from real organizations. The necessary skills to select, design, and apply process frameworks for a myriad of value driven purposes will also be discussed.

During this half-day workshop you will learn how to:

• Adopt or tailor a process framework for your organization, including APQC's Process Classification Framework^?
• Apply a process framework within your organization to improve process management, content management, and benchmarking

The process improvement workshop will focus on how to identify, prioritize, and select the “right” improvement opportunities. It is not simply a matter of fixing what “is broken,” but rather understanding what the business needs and developing solutions that will make a significant impact. The subject matter includes change management, benchmarking, Lean/Six Sigma, and the alignment of improvement efforts across an organization.

During this half-day workshop you will learn how to:

• Identify, assess, and select process improvements
• Pick the right improvement approach and manage the change process
• Integrate and align different improvement initiatives across the organization

The business case for Business Process Management (BPM) and the rationale for its implementation are important deliverables for the sponsors of BPM. 

The components that will be covered during this full day workshop are:

• Scope of process management need 
• Key stakeholders
• Process Management justification a.k.a. the “business case”
• Creating a value path that links process improvements to strategies and outcomes
• BPM implementation timeline
• Key risk and mitigation

Structuring a BPM implementation in such a way provides an organization with a means to assess, prioritize and resource the initiative. At the end of the workshop, participants will have an understanding and structure for developing a business case for a BPM implementation in their organization.

Designing effective processes is not just about creating a flow chart - it is understanding the depth and breadth of a process, what variations are needed, and how the process connects to other work (or processes). In this hands-on workshop, participants will develop process definition and modeling skills using various process tools. These tools include Process Definition Documents, SIPOC models, and RACI charts. Participants should come prepared to learn the theory behind the tools and their practical application. 

During this full day workshop you will learn how to:

• Properly scope a process
• Conduct the essential analysis to design a process for purpose and fit
• Document a process to meet the differing needs of the varied stakeholders of the process

This simulation provides participants with a “big picture” view of the linkage between process management and process performance. As you take on a role within the simulation, we’ll cover topics such as governance, process improvement models and techniques, value analysis, and process change. Participants will be exposed to current process management methodologies practiced in many organizations today. The simulation demonstrates key concepts in process management including process design, process dependencies, key performance indicators (KPIs), operational metrics, stakeholder analysis, and value analysis.

During this full day workshop you will learn:

• Process models and the linkage with what you do and how you do it
• The Seven Tenets of Process Management^SM applied to performance and execution
• Process management’s linkage with improving organizational effectiveness
• Process management and the linkage with an organization’s KPIs and Metrics

Our business processes are characterized by how they are defined, communicated, automated, measured, and controlled. Process analysis helps us understand the business needs for our processes and evaluate design features to ensure we develop, deploy, and support solutions that achieve expected results. This course covers the essentials for process analysis within any organization, demonstrating how to design processes that: 

• Meet the needs of the business
• Accommodate flexibility and agility where needed
• Include measures, controls and oversight
• Have performance targets and contingencies defined

During this full day workshop you will learn how to:

• Create and improve well-designed processes
• Select and apply the correct techniques for a given process

Understanding customer experience is essential for every organization to understand. Linking our customers and stakeholders to the work we do, our processes, in a way that balances internal needs with the outcomes we are seeking enables driving and managing the customer experience. How can we balance standardization, simplification, and automation with meeting or exceeding the timeliness, cost, and quality expectations of the benefactors of our work? Customer journey mapping looks at our customers and stakeholders to understand what they need and want, and how the steps in our processes directly - or indirectly - impact their perceptions and satisfaction. This approach is different than traditional process mapping as it looks through the eyes of our customers to ensure we can deliver the value they expect.

During this full day workshop you will learn how to:

• Identify the customers and their different personas
• Understand what delights, satisfies or dissatifies then within our processes
• Determine the drivers of perception and satisfaction
• Identify improvements and establish measures and controls of your customers experience

End-to-end (E2E) processes are the interconnected flows of work that define how we deliver our products and services. An organized approach to identifying, designing, and managing E2E processes provides visibility and clarity within the organization, helping to avoid multiple groups defining and redefining the same processes multiple ways. Knowing which E2E processes need managing, and setting up an approach to keep them organized is often a challenge for organizations. 

During this full day workshop you will learn how to:

• Select an E2E process approach that fits your organization
• Define an E2E process that leverages the power of a process framework
• Avoid multiple, conflicting versions of E2E processes and their process components

Knowledge is essential to the smooth flow of our business processes. That knowledge takes many forms – inputs, standards, experience, and more. Creating a process-based knowledge map which captures the information and knowledge needs at each step enables your people to execute the process as designed and supports continuous improvement. This workshop focuses on the tactical steps and tools used to identify knowledge gaps and determine where the knowledge can be used to enhance process performance.

During this full day workshop you will learn how to:

• Understand knowledge flow analysis and its value
• Understand steps to complete a knowledge flow map 
• Understand how to analyze and identify improvement opportunities 

Process maturity assessment allows us to evaluate individual processes and our overall process management approach and infrastructure to identify how well we are doing and to identify opportunities for greater impact. This course covers the essentials for process maturity assessments within any organization, demonstrating how to build a maturity model and apply it as part of continuous improvement across the business.

During this half-day workshop you will learn how to:

• Understand a maturity model, and their uses
• Select or create a process maturity model
• Develop a methodology to put maturity models to use
• Use maturity results to select and manage improvements

This workshop is targeted towards individuals who want to better understand the current state of their organizations readiness to apply best practices and manage to continued excellence. We will demonstrate an Organizational Assessment (“OA”) tool and the benefits it can provide to your organization. The OA evaluates performance from a systems perspective focusing on the following core components of an effective system:

• Leadership – strong, visionary, results-oriented leadership
• Strategic Planning – alignment of action, resources, and results       
• Effective and Efficient Processes – aligned and linked core business processes to support the       system                        
• Stakeholder Engagement – active engagement of internal and external stakeholders
• Stellar People – stellar staff, board members, and leaders who are continuously learning and growing
• Accountability – employee and leader accountability for results

This half-day workshop is highly interactive, enabling participants to think about and discuss their own organization and level of maturity. During this workshop you will have the opportunity to:

• understand the six core components of an effective system
• learn the benefits of a rigorous review
• conduct a quick “check-up” of your own organization
• gain insight from other organizations’ experiences