Process Management

Apply the power of “how” to continuously improve all key processes

The first time organizations are exposed to the Baldrige management model they often welcome the process management category because they are confident that it is the one area in which they excel. Manufacturing companies figure that at least they can manage their manufacturing processes. Companies that are ISO-certified believe that process management is their strength. Too often, they fail to realize that process management is far broader and more systematic than they imagined. As a result, key processes are overlooked, quality improvements in one process are wasted by a lack of quality in related processes, and leaders are left to wonder why their best efforts to improve quality prove ineffective.

This workshop will help you identify, understand, manage, and improve all key processes across all parts of your organization. Through proven tools and techniques and the best practices of world-class companies, it will show how a systematic approach to process management improves performance by:

• Identifying core business processes that add customer value
• Applying a 7-step process improvement approach
• Using quality tools and techniques to institutionalize continuous improvement
• Translating customer requirements into product and service designs
• Establishing world-class production and delivery processes
• Reducing cycle time and the cost of poor quality
• Managing critical business processes such as supply chain management, research and development, and knowledge management
• Implementing process management to all areas of the organization
• Benchmarking to inspire dramatic improvements

True to the nature of a course on process management, this workshop will present several proven processes and techniques you can immediately implement at your organization. Although every organization is different, the steps in process improvement are universally relevant and applicable, as the recent success of Six Sigma initiatives has shown. The workshop will present an overview of Six Sigma as it relates to process management, including the six-step process popularized by Motorola more than a decade ago.

At the conclusion of this workshop you will have the knowledge and tools you need to manage and improve your work processes and to deploy process management throughout your organization.

Process Management Course Outline

All Work Is Process

• The COPIS Model
• Process, Six Sigma, and the Baldrige Management Model
• The Power of "How"
• Toward Systematic Approaches, Fully Deployed
• Role Models of Process Management

Process Management

• Identifying Key Processes
  • Core Business Processes that Add Customer Value
  • Product/Service Design, Production, and Delivery Processes
  • Critical Processes Leading to Business Growth and Success
  • Support Processes

• The 7-Step Process Improvement Approach
• Six Sigma
• Key Factors in Effective Process Management
• Flowcharting, Problem-Solving, and Other Tools and Techniques
• The Pay-Off of Process Improvement at Leading Companies

Product and Service Processes

• Translating Customer Requirements into Product/Service Designs
• Effective Product and Service Design Processes
• World-Class Production and Delivery Processes
• Using In-Process and End-of-Process Measurements to Improve Performance
• Reducing Cycle Time and the Cost of Poor Quality

Critical Business Processes

• Managing Critical Business Processes
• Best Practices for Common Critical Processes
  • Innovation
  • Sales and Marketing
  • Knowledge Management
  • Supply Chain Management

Support Processes

• Implementing Process Management Across the Organization
• Strategies for Improving Key Support Processes

Benchmarking to Improve Performance

• The Value of Two Types of Benchmarking: Best Practices and Business Results
• 6-Step Benchmarking Process
• How to Find Benchmarking Partners
• Acting on What You Learn

Quality, Speed, and Cost: The Goals of Process Management