The Power of Business Processes

Introduction

Many businesses fail to scale their business operations efficiently despite investing a significant sum in great talent and digital technology. The Power of Business Processes is a systematic methodology that focuses on creating efficient and scalable business processes which help businesses to: 

  • Save cost by maximizing productivity
  • Train an internal process improvement team
  • Deliver consistent operational performance without reliance on the presence of key experienced staff
  • Retain knowledge and know-how of the operational tasks within an organization
  • Manage expectations and workload for staff who are working remotely/ working-from-home
  • Document and map out the existing and to-be process flow prior to pursuing further digital transformation or automation initiatives
  • Minimize non-compliance issues during the audit period

Outcome

At the end of this program, participants will be able to:

- Understand the foundations of businesses processes
- Differentiate between strong and weak business processes
- Identify and manage process stakeholders using the Power Matrix
- Draw process flow charts using a series of tasks, conditions and start-end nodes under a set of realistic assumptions
- Model the impact of external factors which may impact the actual process delivery limitations by using a probabilistic approach
- Account for negative factors and scenarios in a process
- Perform a Root Cause Analysis using the 6M Model
- Estimate the average time taken from start to end for a single feedback loop process
- Improve existing business processes using the IDEA framework and the 7 Heuristic Process Redesign Principles
- Appreciate the importance of process customization
- Communicate effectively to all stakeholders when changing a process using the Lewin’s Three-Stage Organizational Change Model
- Collect and monitor key metrics as feedback to measure the effectiveness of a process implementation

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No Topic Topic Description
1 Introduction to Business Processes

The training session will begin with an introduction to business processes and an overview of the Process Assessment Framework. Participants will be briefed on what are business processes and the benefits and importance of business processes. Finally, participants will be taught how to read and understand flow charts as well as the fundamental concepts commonly found in flow charts such as triggers, nodes, functions and paths.

2 Process Identification

In this module, participants will learn how to identify a suitable existing process in their organization that requires improvement, classify processes into categories in accordance with the APQC Process Classification Framework and rate the health of the process using both the Porter’s Value Chain Framework and the Capability Maturity Model Integrated (CMMI) Framework. Finally, participants will learn how to prioritize and build a Process Improvement Roadmap.

3 Stakeholder Identification

In this module, participants will be expected to understand the roles and manage the expectations of different stakeholders in different parts of the process.

4 Process Discovery

Participants will be introduced to the concept of modeling uncertainties using probability theory and using decision nodes in a feedback loop. The day will conclude with the participants combining the concepts taught into a readable and understandable swimlane diagram for a process identified from Module 2. 

5 Process Analysis

After the morning reflection on the learnings from the previous day, participants will be taught the application of the 6M model and calculate the average duration to complete a process using Cycle Time Analysis.

6 Process Redesign

Participants will then learn to identify process improvement objectives using the IDEA Framework and come out with tactical approaches using the 7 Heuristic Process Redesign Principles.

7 Process Implementation

Participants will learn about Lewin’s Three-Stage Organizational Change Model and communicate to both management and the teams affected by the process change.

8 Process Monitoring

Participants will learn to collect feedback on the process change implemented by quantitative data on key metrics and qualitative data from the stakeholders.

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