Business Process Dynamics Course Agenda

Course language:	English
Course location:	Delivered on site

Day 1 (Half day)

Welcome/ pre-test

Introduction

Customer-focused organisation: Group exercise to experience the understanding of customer requirements and the influence of total quality on business results.

Day 2

Process approach: Why do we need processes? Process mapping exercise.

Process assessment: How to gather and prioritise customer requirements. Process metrics. How are things really being performed? How are we doing?: baseline

Process assessment exercise

Group presentations and discussion

Process assessment homework

Day 3

Process analysis and improvement: Benchmarking, alternative solutions. Analysis tools: Pareto, fishbone. Improvement plan and implementation.

Process analysis exercise

Pipeline management: Group simulation exercise to experience the impact of long lead-times on the ability to adapt to changing customer demand.

Process analysis homework

Day 4

Factual approach to decision making: Process metrics. How to measure variability: run charts and histograms (group exercise). Process metrics. Customer satisfaction measurement and interpretation.

Process optimisation: PC based simulation to experience the interrelations between throughput, lead-time, WIP, yield, etc. and how they are all affected by variability. Experiment alternative solutions and their side effects.

Post-test and final course evaluation