1 - Introduction - A Business Process Improvement (BPI) Overview
Why are we here today?What is BPI?Benefits of BPISpecific challenges/obstacles and successesProcess improvement examples: Industry specific examples Famous debacles to avoid and successes to emulateYour role in helping to identify problems
2 - Overview of the Joiner 7-Step Method
What is the Joiner 7-Step Method?Walkthrough of the Joiner 7-Step MethodTemplate: Introduce and review Process Improvement TemplateCase Study Exercise: Read and discuss introduction to the Case Study
3 - Step #1: Initiate the Project
Types of business problems typically encountered at insurance companies and banksHow to recognize a business-related problemIdentifying the gaps (delta between current and future states)Ownership of the project and the business problemDefining measurable success criteriaCase Study Exercise: Complete the Problem Statement section (Step #1) of the template
4 - Step #2: Define Current Situation
What are symptoms of a problem?Looking for symptoms of the problemPerforming Stakeholder AnalysisTechnique: View a RACI MatrixDefining the impacts caused by the problemTechnique: Business Process Modeling (As-Is)Understand how to draw an As-Is Business Process ModelCase Study Exercise: Complete the Define Current Situation section (Step #2) of the template
5 - Step #3: Identify Root Causes
What are root causes?Performing Root Cause AnalysisTechnique: Fishbone Diagram using the cafeteria exampleCase Study Exercise: Discuss a Fishbone DiagramTechnique: Pareto Chart (discuss and show example)Case Study Exercise: Complete the Identify Root Causes section (Step #3) of the template
6 - Step #4: Develop Solutions
Identifying options for problem resolutionAvoid jumping to conclusionsTechnique: BrainstormingCase Study Exercise: Conduct a Brainstorming SessionRecognizing pros and cons for each optionTechnique: Kempner-Tregoe (“Must-Have” vs. “Nice-to-Have”)Case Study Exercise: Determine best solution using a “simple” Kempner-Tregoe modelCase Study Exercise: Complete the Develop Solutions section (Step #4) of the template
7 - Step #5: Define Measurable Results
Prototyping the solutionTechnique: Business Process Modeling (To-Be)Measuring results against the success criteria (Step #1) Case Study Exercise: Review changes to an As-Is Business Process ModelCase Study Exercise: Complete the Define Measurable Results section (Step #5) of the template
8 - Step #6: Standardize Process
Defining how the process will be documentedPlan and understand organizational readinessDiscuss how employees are empowered to identify and act upon their ideasIdentifying follow-up needs (i.e., training) for the staff that will be impactedTechnique: Communication PlanCase Study Exercise: Complete the Standardize Process section (Step #6) of the template
9 - Step #7: Determine Future Plans
Monitoring the process for Continuous Process Improvement (The “Plan-Do-Check-Act” Cycle)Understand how to sustain the improvements made by the Joiner 7-Step MethodTechnique: PDCA formCase Study Exercise: Complete the Determine Future Plans section (Step #7) of the template
10 - Going Forward with a Plan of Action
Identifying process problems in your organizationIndividual Exercise: Name three (3) possible areas for improvementPrioritize and define the next stepsIndividual Exercise: Using a new template complete Step 2 & Step 3 for one possible area for improvement you have identified
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
It is appropriate for Managers, Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, managers; supervisors, team leaders, and process operators.
No prerequisites - This course suitable for both novices and experienced people who need to manage and implement a Business Process Improvement (BPI) initiative. Having an understanding of project management and business processes is helpful and recommended.