Why?

• Every customer is different, every event is special. How can I define a repetitive process in my work?

• How can I, effectively and simply, map my processes to help me understand their behaviour?

• How can I reconcile standardisation with continuous improvement?

• Can I plan for breakthroughs?

• Is a single success an improvement?

• How do I know when my process has improved?

• How can I understand what is important to my customer?

• How can I continuously adapt my process to my customer requirements?

• How can I implement a closed loop customer satisfaction management system?

• Can I always improve the process just by motivating the employees?

• Can motivation be counter productive?

• Why is my process lead time so long and unpredictable?

• What can I do about it?

• Why is the waiting time in my process so high?

• How can I just get rid of it? What is its root cause?

• What are the cross-functional interactions, defect generation mechanisms, root cause of bottlenecks?

• How do teamwork, leadership, trust and communication affect the end results?