The Power of Business Processes

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.

Expert

Christopher Lim Zi Kai

Christopher is an innovator who is obsessed with optimizing productivity hacks. As an analytical person who always look out for “Better, Faster, Cheaper” solutions, he profoundly believes that mastering technology is the solution to improve the quality of human lives. By fusing his knowledge of business, technology, and people, Christopher is on a life mission to equip the nation with digitalization skills for the Industrial Revolution 4.0. Upon graduating with a background in engineering, he has worked in various corporate roles in industries such as property management in Malaysia, education consultancy in China, and gas detector manufacturing in the UK. In his most recent career working as a Product and Project Manager at Hong Leong Bank Berhad, he led multiple cross-functional teams consisting of a mix of software developers, business analysts, product owners, and User Acceptance Testers and delivered a total of 8 Internet and mobile banking projects across various banking divisions such as Retail Banking, Business Banking, and Customer Experience. His greatest accomplishment was launching Malaysia's first banking app, Apply@HLB which utilizes Electronic Know-Your-Customer (e-KYC) technology to offer a fully digital onboarding experience to apply for an individual account and debit card without walking into a branch in the midst of the Covid-19 pandemic within 5 months after the Central Bank published the e-KYC policy. As a result, this contributed to a sixfold increase in the number of accounts opened which subsequently won the Best Digital Bank award from Asiamoney. In addition to his main role as a Project Manager, he also had experience conducting internal training, especially in business process improvement, product training, project management, and digital transformation-related topics. SPECIALIZED COMPETENCE Business Process Improvement Agile Project Management Design Thinking Digital Transformation Entrepreneurship Customer Experience Fintech Operational Excellence