Graham McEwan Associates Ltd

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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