Executing Strategy

Business Process Management


Do you need to generate greater performance from your business? Are your activities providing a good internal and external customer customer experience? Are your competitors able to deliver good quality products or services at a lower cost?

This very practical two day course will provide you with the frameworks, skills and tools to work with your colleagues to audit, assess and improve your business processes to make them more efficient and competitive.

Benefits of the course

  • Explain the use of cause and effect analysis for problem solving and cost-benefit analysis to justify changes
  • Recognize the pros and cons of the different options for improving business processes
  • Explain why it is vital to produce a process model of the current business, before designing the future business processes
  • Describe the crucial role of stakeholder analysis and produce a stakeholder impact matrix with communication actions
  • Learn how to gather process data via document review, observation, protocol analysis, interviews and workshops
  • Produce a cross functional “swim lane” diagram to define business activities and responsibilities
  • Produce process flows of individual business processes and decompose these to the right level of detail for clarity
  • Write procedures that describe the business processes at the level of execution
  • Identify and plan to mitigate the main risks affecting the new business processes

Who Should Attend

This course will benefit anyone who wishes to learn how to improve their organization’s performance through the tools and techniques of process improvement. Past attendees have included departmental managers and supervisors, change specialists, project managers, business analysts and systems analysts, but it is suitable for anyone, no prior knowledge or experience is required.


Day 1:

Different options for improving business processes

  • Definitions of business processes, procedures and systems
  • History of business process management
  • Types of process improvement – incremental, step change and “big bang”
  • Single function processes versus cross functional processes
  • Process outcome – efficiency versus effectiveness
  • Introduction of case study 

Key issues before starting business process improvement

  • Recognizing the current strategy, business model, informal and informal activities
  • Risks arising from lack of understanding of the current business processes
  • Case study work  

Managing stakeholder to facilitate engagement and buy in

  • The impact of stakeholders on process improvement
  • Using the stakeholder grid tool and the stakeholder communication matrix tool
  • Case study work and role plays 

Problem Solving Techniques

  • Cause and effect analysis
  • Cost-benefit analysis
  • Case study work 

Gathering the business process data to establish how the business processes work

  • Research techniques (document review, observation, protocol analysis, Interviews (structure, semi structured and unstructured)
  • Workshop techniques (brain storming, silent brain storming, affinity grouping, story boarding, prototyping) 

Swim lane (cross functional) analysis – establishing the big picture

  • Definition of “swim lane”/”brown paper” analysis
  • Symbols and techniques used for cross functional process mapping
  • Case study work 

Day 2:

Analyzing processes to define the details

  • Definition of ”white paper” analysis
  • Symbols and techniques used for single process mapping
  • Case study work 

Creating procedures to communicate the process

  • Why procedures are required and how procedures differ from processes
  • Good practices for writing procedures
  • Case study work 

Identifying and planning to mitigate the main risks affecting the new business processes

  • Risk identification and risk response planning (avoid, transfer, mitigate, accept)
  • Opportunity management
  • Case study work