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The process management course consists of a 2 day workshop, which is structured as follows:

Programme structure

Each day will comprise four sessions of 2 hours each separated by refreshment breaks creating a working day of 9½ hours between 8.30am and 6pm.

Programme — Day One

Defining a process (Session 1 – 2 hours)

·       Business processes

·       Quality in processes

·       Process improvement

 

Managing processes (Session 2 – 2 hours)

·       Processes, systems and people

·       Evaluating the effectiveness of a process

·       Deciding where to start

 

Process mapping (Session 3 – 2 hours)

·       Documenting the process

·       Inputs, outputs and activities

·       Flowcharts

 

Improving processes (Session 4 – 2 hours)

·       Identifying opportunities for improvement

·       The fish bone diagram as a tool for identifying the cause of problems

·       Matching customer expectations

 

Programme — Day Two

System improvements (Session 5 – 2 hours)

·       The relationship between measuring and controlling performance

·       Recording mechanisms

·       Feedback systems

 

People issues (Session 6 – 2 hours)

·       Reaction to change

·       Motivation and incentives

·       Roles and responsibilities

 

Advanced tools and techniques (Session 7 – 2 hours)

·       Force field analysis

·       Priority grid

·       Cost – Benefit analysis

 

Planning implementation (Session 8 – 2 hours)

·       Process management framework

·       Gantt charts

·       SMART Action plans

 

 

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Last modified: 02/12/03

© Graham McEwan Associates Ltd 2003