Course Information

  • Prerequisites

    Principles of Business Process Management and Business Process Improvement.

  • Course Description

    This course teaches the skills, tools and methodology for improving processes. The DMAIC process is the Six Sigma process improvement methodology and an ISO standard (ISO13053-2:2011).

    The course is highly interactive, with a mixture of interactive quiz, assignment activities, and live workshops all designed to practice the methodology and confirm learning. We can also facilitate the course with customised on-line workshops, one-to-one coaching, or moderated on-line discussions forums. On completion, participants will be able to immediately apply what they learn within their own organization.

  • Who Should Attend?

    This course is designed for those leading or managing process improvement projects: business managers, process practitioners: business analysts, IT analysts, Quality professionals, compliance and risk managers, HR professionals concerned with competency and capability management, and change managers.

  • What You Will Achieve

    • Understand and apply the step-by-step process to improving business processes in a case study
    • Model As-Is and To-Be process workflows using simple BPM notation
    • Understand and apply basic tools used in each phase of a process improvement project  
    • Understand the common language associated with business process improvement 

  • What You Will Learn

    • How to deliver or manage a business process improvement project 
    • How to document business processes: “As-Is” and “To-Be” 
    • How to select and use commonly used tools at each phase of the DMAIC journey 
    • How to apply creative thinking approaches and design techniques to process improvement 
    • How to develop appropriate performance measures for evaluating business process performance 
    • How to develop and apply testing, and validating methods to new opportunities for process improvement  
    • How to control and sustain improvements, once the project is over 

  • Delivery Methodology

    This is a blended course, with some independent learning that is supplemented by live workshops.

Course Curriculum

    1. 1. Welcome to the Define Phase

    2. 2. The Define Phase

    3. 3. Step 1: Initiate the Process Improvement Process

    4. 4. The Four Steps of Initiate the Process Improvement Process

    5. 5. Develop a Project Charter

    6. 6. The Project Charter Has Five Sections

    7. 7. Project Overview

    8. 8. Document the Project Overview in the DMAIC App

    9. 9. Define the Opportunity

    10. 10. Opportunity Definition Workshop

    11. 11. Example Opportunity Statement

    12. 12. Download the Opportunity Workshop Agenda

    13. 13. Define the Desired Outcome

    14. 14. Outcome Definition Workshop

    15. 15. Example Outcome Statement

    16. 16. Download the Outcome Statement Workshop Agenda

    17. 17. Write Good Goals

    18. 18. SMART Goals

    19. 19. Example of a Bad Goal

    20. 20. Example of a Good Goal

    21. 21. Good, Better, Best Goals

    22. 22. Strategic Alignment

    23. 23. Document Strategic Alignment in the DMAIC App

    24. 24. Scope

    25. 25. Identify the Scope

    26. 26. Document the Scope in the DMAIC App

    27. 27. Time to Value

    28. 28. Document the Time to Value in the DMAIC App

    29. 29. Team

    30. 30. Possible Team Roles

    31. 31. Team Roles Common to BPI Projects

    32. 32. Document the Team in the DMAIC App

    33. 33. You’ve Completed the Project Charter!

    34. 34. Establish the Project Team

    35. 35. Identify The Stakeholders

    36. 36. Understand Stakeholders and Benefits

    37. 37. Perform a Review

    38. 38. Define - Initiate Approval Process

    39. 39. Define the Current Process

    40. 40. Identify Customers and Third Parties

    41. 41. Determine Team Objectives

    42. 42. Download the Guide to Estimating the Process Mapping Activity

    43. 43. Understand Their Demands

    44. 44. Questions For Customers and 3rd Party Interviews

    45. 45. Map the As-Is Process

    46. 46. Map a Process Course

    47. 47. Map a Process Checkpoint

    48. 48. Set Improvement Objectives

    49. 49. Perform a Review

    50. 50. Define - Process

    51. 51. Define - Process Approval Process

    52. 52. Define Phase Recap

    53. Congratulations on completing this chapter!

    1. 1. Welcome to the Measure Phase

    2. 2. Reminder

    3. 3.The Measure Phase

    4. 4.Different Types of Measures

    5. 5. Take the Gapminder Misconception Test

    6. 8.Conduct Measurement Workshop

    7. 6.Measure the Process

    8. 7.Measurement Activities—Detail

    9. 9. Measure Workshop Material

    10. 10.Select Variable(s) for Improvement

    11. 11.The Balanced Scorecard

    12. 12.Example Scorecard

    13. 13.Specific Operational Data

    14. 14. App Video Placeholder

    15. 15.Define Data to be Collected

    16. 16.Double-Check Fitness of Metrics

    17. 17.Develop a Data Collection Plan

    18. 18. App Video Placeholder

    19. 19.Measure the Process

    20. 20.Measure Process Performance

    21. 21.Observe the Process First-Hand

    22. 22.Conduct a Process Walk

    23. 23.Questions for Process Walks

    24. 24. Process Walk Material

    25. 25.Understand and Validate the Data

    26. 26.Compare Initial Objectives with Indicators

    27. 27.Perform a Review

    28. 28. App Video Placeholder

    1. 1. Welcome to the Analyse Phase

    2. 2. Analyse the Process

    3. 3. Warning

    4. 4. The Analysis Phase

    5. 5. Process Analysis Tools

    6. 6. Essential Process Analysis Tools

    7. 7. Essential Process Analysis Tool #1

    8. 8. Gap Analysis

    9. 9. Perform a Gap Analysis

    10. 10. Define the Desired State (To Be)

    11. 11. The Process Vision Is Aligned With the Business Strategy

    12. 12. Example Process Vision Statements

    13. 13. Your Turn! Develop the Process Vision

    14. 14. Worked Example

    15. 15. Compare with the Current State

    16. 16. Worked Example with Visible Gap

    17. 17. Gap Analysis Visual

    18. 18. Essential Process Analysis Tool #2

    19. 19. Moments of Truth Analysis

    20. 20. Essential Process Analysis Tool #3

    21. 21. Value-Add Analysis

    22. 22. Value Added (VA)

    23. 23. Non Value Add (NVA) Activity

    24. 24. STORYLINE PLACEHOLDER

    25. 25. Necessary Non Value Add Activity (NNVA)

    26. 26. Essential Process Analysis Tool #4

    27. 27. Pain Point Analysis

    28. 28. Essential Process Analysis Tool #5

    29. 29. Break Point Analysis

    30. 30. Essential Process Analysis Tool #6

    31. 31. RASCI Analysis

    32. 32. Analysis Tools in Elements

    33. 33. Chart X and Y links

    34. 34. Essential Root Cause Analysis Tools

    35. 35. Essential Root Cause Analysis Tool #1

    36. 36. STORYLINE PLACEHOLDER

    37. 37. APP PLACEHOLDER

    38. 38. Essential Root Cause Analysis Tool #2

    39. 39. Essential Root Cause Analysis Tool #2

    40. 40. Why We Use 5 Whys

    41. 41. Imagine This …

    42. 42. 5 Whys Worked Example

    43. 43. Is Further Analysis Required?

    44. 44. Results

    45. 45. Tips On Using The 5 Whys Tool

    46. 46. Quantify impact of key process variables

    47. 47. APP PLACEHOLDER

    48. 49. STORYLINE PLACEHOLDER

    49. 48. Employ an experimental approach

    50. 50. How to Use SECAR

    51. 51. Perform a Review

    52. 52. You Have Analysed The Problems

    1. 1. Welcome to the Improve Phase

    2. 2. The Improve Phase

    3. 3. Implement ‘Quick Wins’

    4. 4. Quick Wins

    5. 5. How to Implement ‘Quick Wins’

    6. 7. Agree Solution and Approach

    7. 8. The Analyse Phase

    8. 9. Establish Redesign Criteria

    9. 10. Tips and Agenda for Redesign Criteria Workshop

    10. 11. Develop Could-Be Opportunities

    11. 12. Markup As-Is Process Maps in Elements

    12. 13. Elements Exercise

    13. 14. Approaches and Techniques for Business Process Improvement and Redesign

    14. 15. Present Could-Be Opportunities

    15. 16. Opportunity Categories

    16. 17. Breakthrough Opportunity

    17. 18. Incremental Opportunity

    18. 19. Management Opportunity

    19. 20. Opportunity Assessment Against Redesign Criteria

    20. 21. Map the To-Be Processes

    21. 22. Handoff to Project Management

    22. 23. Prioritise Improvements

    23. 24. Improve Plan

    24. 25. Improve Plan Contents

    25. 26. Improve Implementation

    26. 27. Perform a Review

    27. 28. Improvement of Near Misses Example

    28. 29. Improvement of Near Misses Example

    1. 1. Welcome to the Control Phase

    2. 2. Control the Process

    3. 3. Confirm Improvements Are Achieved

    4. 4. Control and Sustain the Improvements

    5. 6. Sustaining Improvement

    6. 7. Close the Project

    7. 8. Project Closure Workshop Agenda and Checklist

  • 168 lessons