iCMG - Enterprise BPM by Steve Towers - India

Course Overview

The Certified Process Professional (CPP) Program takes BPM Training to an entirely new level.
This premier WORKSHOP is designed for those seeking professional skills in process management, process improvement, process alignment and innovation. The Advanced Business Process Management Methods and Techniques that Deliver!

Uncover Process Improvement opportunities in just hours
Identify Actions that will reduce process inefficiency by 30% to 60% within 90 days of deployment
Delight your Customers (making them your biggest advocates) through Successful Customer Outcomes
Innovate to compete, set the market trend and even dominate your industry

The Certified Process Professional program builds your competency in delivering these essential benefits in literally everything you do. Unleashing the power of process in your organization today.

A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group (www.bpgroup.org) networks ongoing research.

CPP Level: 1-2
CPP Level: 1-5

Course Outline - Level one
Introduction to Advanced Business Process Management – Process Optimization
Learn to Apply process diagnostics to existing processes, calculate causes of work and points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements.
•	Apply process diagnostics to any existing process or service.
•	Understand and identify moments of truth, breakpoints and business rules
•	Determine the magnitude of the points of failure performance factor and causes of work performance factor of the process.
•	Calculate the points of failure causes of work performance factors then graph it on the maturity scales.
•	Identify actions that can be taken to improve the process.
•	Identify actions that will significantly reduce the process points of failure and causes of work of the process.
•	Identify actions that can be completed in less than 90 days (often much less).
•	Analyze the benefits versus cost (resource/time/degree of change) for each action
•	Clearly identify “low hanging fruit” – actions that require minimal investment versus return
•	Apply process diagnostics to a customer focused (SCO) process.
•	Determine the points of failure performance and causes of work performance process factors.
•	Conduct the risk assessment on the business and customer including
•	Identify actions that can be taken to improve the process.
•	Review the various techniques and approaches to improving process (useful internal materials)
•	Understand and apply the Customer Expectation Management Method (CEMMethod) as an Advanced Process Management approach

Course Outline - Level two
Advanced Business Process Management – Process Alignment to Successful Outcomes
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
•	Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
•	Define Successful Customer Outcomes for any process, product or service.
•	Create the 7 step action plan for crafting Successful Customer Outcomes.
•	Develop the SCO mind map for any process, product or service.
•	Understand the substantive difference between customer wants, desires and needs.
•	Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
•	Understand Current and Future State Process Models
•	Develop a Current State Process Model – individual, team and enterprise wide.
•	Utilise CPP Level One skills (learned on Day 1) in conjunction with the Customer Expectation Management Method (CEMM) and the Advanced Process Management approach to analyse the Current State Model
•	Assess the Risk factors (organisation and customer) identified in Current State Modelling
•	Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
•	Prepare a Risk Assessment Profile that informs the Future State
•	Develop and substantiate an Action Plan to mitigate risks

Course Outline - Level one
Introduction to Advanced Business Process Management – Process Optimization
Learn to Apply process diagnostics to existing processes, calculate causes of work and points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements.
•	Apply process diagnostics to any existing process or service.
•	Understand and identify moments of truth, breakpoints and business rules
•	Determine the magnitude of the points of failure performance factor and causes of work performance factor of the process.
•	Calculate the points of failure causes of work performance factors then graph it on the maturity scales.
•	Identify actions that can be taken to improve the process.
•	Identify actions that will significantly reduce the process points of failure and causes of work of the process.
•	Identify actions that can be completed in less than 90 days (often much less).
•	Analyze the benefits versus cost (resource/time/degree of change) for each action
•	Clearly identify “low hanging fruit” – actions that require minimal investment versus return
•	Apply process diagnostics to a customer focused (SCO) process.
•	Determine the points of failure performance and causes of work performance process factors.
•	Conduct the risk assessment on the business and customer including
•	Identify actions that can be taken to improve the process.
•	Review the various techniques and approaches to improving process (useful internal materials)
•	Understand and apply the Customer Expectation Management Method (CEMMethod) as an Advanced Process Management approach

Course Outline - Level two
Advanced Business Process Management – Process Alignment to Successful Outcomes
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
•	Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
•	Define Successful Customer Outcomes for any process, product or service.
•	Create the 7 step action plan for crafting Successful Customer Outcomes.
•	Develop the SCO mind map for any process, product or service.
•	Understand the substantive difference between customer wants, desires and needs.
•	Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
•	Understand Current and Future State Process Models
•	Develop a Current State Process Model – individual, team and enterprise wide.
•	Utilise CPP Level One skills (learned on Day 1) in conjunction with the Customer Expectation Management Method (CEMM) and the Advanced Process Management approach to analyse the Current State Model
•	Assess the Risk factors (organisation and customer) identified in Current State Modelling
•	Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
•	Prepare a Risk Assessment Profile that informs the Future State
•	Develop and substantiate an Action Plan to mitigate risks

From Professional to Master
Course Outline - Level Three
Advanced Business Process Management � Process Innovation
Understand and create the Process Innovation Landscape to completely redefine the way processes are operated. By alignment with Successful Customer Outcomes we will uncover the true potential of the process, and in doing so consolidate triple crown wins i.e. simultaneously reducing costs, improving revenue and enhancing service. Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and strategy maps.
•	Use Moments of Truth to build the Innovation Landscape foundation
•	Create the Process Innovation Landscape that can be used to support Strategic Goals
•	Uncover the untapped potential of the process to create market differentiation and market leadership.
•	Find the natural form of the process within the process
•	Create the Strategic Landscape of the process
•	Use the Strategic and Process Innovation Landscape to: Identify the best Tactical Action that can be taken on a process
•	Identify a Process Roadmap that takes us to a Market Leading position over time.
•	To leap the competition in a single bound (Superman Innovation)
•	Develop the principles to build an ongoing competitive Market Leader process profile that continuously resets the �market expectation.�
•	Create a Future State Model
•	Quantify business benefits of the Future State (typically double digit improvements to costs, productivity, revenues and service within 90 days)
•	Prepare the means to integrate CEMM and Advanced Process Management into the Strategic and Operational objectives of the organisation.
•	Understand Process Maturities and the use of the ORCA process audit approach.
•	Articulate the challenge of Evolving Process in conjunction with the 8 Omega approach.
•	Assess Process Maturity utilising various approaches including 8 Omega and ORCA.
•	Compile the Plan of Execution

From Professional to Master
Course Outline - Level Four
Advanced Business Process Management � Performance Management
We explore and make our won the territory of Performance Management. Advancing beyond legacy approaches we review case studies and through hands-on exercises understand the changed perspective from advanced process management. Specific items covered include:
•	Align your Performance Management systems to achieve Successful Outcomes
•	Integrate Balanced Scorecard and Strategy Maps with advanced BPM
•	Create an on-going Performance improvement culture enabled through BPM
•	Exploit process management for triple crown* benefits with sustained high performance
•	Develop performance metrics for end-to-end processes
•	Link processes to enterprise business goal
•	Establish the BPM Scorecard for the Organisation
•	Integrate Performance Management with BPM to create sustained success
•	Coach and align people for performance and process management
•	Establish a method to sustain continuous improvement (annual improvements 15-20%)
•	Harness process management to deliver successful technology deployments

From Professional to Master
Course Outline - Level Five
Advanced Business Process Management � Integration & Implementation
CPP Level 5 brings it all together. Split into two sub sessions (a) Integration, we feature �bridging the business IT divide� and integrating the sometimes disparate business functions into a cohesive �Outside-In� delivery. In the second session (b) Implementation, we determine the most effective programme, project and team structures to successfully implement Advanced BPM. Specific items covered include: (a) Integration
•	The very latest research and challenges associated with deploying BPM successfully. Latest - Includes the SIX key questions you should ask when evaluating a business process management solutions vendor.
•	Integrate your current technologies with the 'outside-in' business perspective
•	Ensure the use of appropriate technology for delivering successful BPM
•	Create a mutual alignment of business and technology to deliver success
•	Create a framework to implement technology for innovative process improvements
•	Develop and reinforce business and technology alignment
•	Assess appropriate 'solutions' for varied business challenges
•	Implement a robust framework for solutions identification, introduction and assimilation into existing process architectures
•	Identify the skills and approach for best practice process technology delivery

(b) Implementation
•	Starting (or realigning), growing and sustaining Advanced BPM across the organisation
•	Developing the appropriate skillsets, team structures and roles
•	Growing the internal competence and implementing a robust development and process maturity system
•	Introducing (or consolidating) Process Ownership and Stake-holder Management
•	Advancing SCO frameworks to precisely identify Customers, their needs (internal and external), and the Outside-In Maturity Advance Framework(tm) (OIMAF)
•	Evaluating and Assuring cross business support for Advanced BPM from the top team to the front-line