Accredited Online Training Courses

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APQC’s online courses and workshops provide an efficient and cost-effective way to learn the tools and techniques needed to improve individual and organizational capabilities and performance. You also walk away with IACET CEU's!

Our curriculum covers the essentials of knowledge management (KM), process and performance management (PPM), and more. Delivered by APQC’s Advisory Services team and subject matter experts, our courses are tailored to help you develop business cases, approaches, and essential practitioner tools and techniques.

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Available Courses and Descriptions


Understanding the Power of Benchmarking

Benchmarking is a disciplined approach to gather and compare practices and performance both within and across organizations. It can be conducted for products, processes, and organizational effectiveness, among numerous other applications. This course provides an overview of benchmarking principles and common approaches, and an emphasis on how organizations leverage benchmarking to focus, guide, and realize value-driven improvement and change.

Process Management

Process Management Essentials

Process management is a structured approach to managing and improving your business processes. It is an organizational capability that requires alignment, structure, responsibility, support and technology enablement. Through APQC’s extensive research and hands-on support helping organizations realize the business value from effective process management, APQC has developed the Seven Tenets of Process Management.

This course is organized around the Seven Tenets of Process Management and characteristics of high-performing, best-practice process managed organizations. The seven tenets provide a framework for understanding and assessing an organization’s process management capabilities.

Participants in this course will learn about the process lifecycle and how the seven tenets guide mature process practices; details and examples for each of the seven tenets; and how the seven tenets work together to build a strong process management approach.

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Process Mapping Techniques

Process mapping is more than just creating a flowchart or process map. There are numerous approaches which serve different purposes and audiences. The power of process maps spans the life cycle of any process, from design, to performance, and subsequent evaluation and continuous improvement. This course will discuss common types of process maps and demonstrate best practices for their creation and use based upon real examples from APQC engagement with organizations like yours.

Process Improvement

Process Improvement: Identifying and Prioritizing Improvement Opportunities

Opportunities for improvement come from all directions – new business needs, innovative ideas from leaders and staff, evolving markets and customers, available technology, and automation. The challenge is to sort through all the potential and focus on the best change initiatives.

During this course you will learn how to Identify, assess, and select process improvements; pick the right improvement approach and manage the change process; and integrate and align different improvement initiatives across the organization. Topics to be covered include change management, benchmarking, lean/Six Sigma, and the alignment of improvement efforts across an organization.

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Master Planning for Innovation

An organization’s ability to assess and understand its foundational capabilities across functions is core to innovation and improvement. The Master Planning for Innovation (MPI) model focuses on these capabilities and establishes critical linkages to process design and execution, information management, and technology.

This course will walk you through the fundamental tenets of the MPI methodology and show you how to align around important change initiatives; establish clear authority and responsibilities; establish clear roles and deliverables; appropriately resource and plan for change; and organize your information management and flow.

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Master Planning for Innovation in Action

An organization’s ability to assess and understand its foundational capabilities across functions is core to innovation and improvement. The Master Planning for Innovation (MPI) model focuses on these capabilities and establishes critical linkages to process design and execution, information management, and technology. This course will walk you through a real example, from start to finish, of an organization that used the MPI methodology. We will share tools, techniques, and lessons learned from the project.

Process Design & Analysis

Conducting Process Design/Re-Design Projects

A process-led approach helps avoid missteps and makes your effort much more sustainable. APQC has a well-defined and proven process design/re-design methodology, which includes analysis, capture, design, and deploy. This course will walk you through the different types of improvement projects and how to set up your design/re-design project for success. It includes a walkthrough of APQC’s eight step methodology that incorporates best practices from Lean, Six Sigma, change management, and other enabling techniques.

Customer Analysis

Understanding customer experience is essential for every organization. Customer analysis, or customer journey mapping, looks at your customers and stakeholders to understand what they need and want, and how the steps in your processes directly - or indirectly - impact their perceptions and satisfaction.

During this course, you will learn how to identify customers; understand what delights, satisfies, or dissatisfies them about your processes; determine the drivers of perception and satisfaction; identify improvements; and establish measures and controls for your customers’ experience.

Input/Output Analysis

In process improvement, it is important to understand the process from beginning to end. A tool that summarizes the inputs and outputs of one or more processes in table format is called a SIPOC. The acronym SIPOC stands for suppliers, inputs, process, outputs, and customers which form the columns of the table. It provides an approach for analyzing and improving a process. During this course, you will learn the benefits of the SIPOC and how to use it effectively in your improvement projects.

Knowledge Flow Analysis

Creating a process-based knowledge map which captures the information and knowledge needs at each step enables your people to execute the process as designed and supports continuous improvement. This course focuses on the steps and tools used to identify knowledge gaps and determine where improving knowledge flow can enhance process performance. We will demonstrate how to conduct knowledge flow analysis using real examples to identify and analyze improvement opportunities to drive higher process performance.

Process Analysis Techniques

Whether you are designing a new process or improving an existing one, process analysis is an important skillset to identify and select the most appropriate improvement opportunities, and to evaluate and design future state processes. During this course, you will learn about common process analysis techniques and when/how to apply them for varying types of processes.

Process Design Essentials

Designing effective processes is not just about creating a flow chart - it is understanding the depth and breadth of a process, what variations are needed, and how the process connects to other work (or processes). How to design and document critical process knowledge is a skill which requires using various process tools such as process frameworks, modeling current and future state, and preparing process definition documents, SIPOC models, and RACI charts.

During this course you will learn how to properly scope a process; conduct the essential analysis to design a process for purpose and fit; and document a process to meet the differing needs of the varied stakeholders of the process.

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Roles Based Analysis

People are an essential part of every process, and the clarity of roles and responsibilities within a process is critical to performance and outcomes. Knowing who performs each task, how they collaborate, and who must be informed of the outputs reduces confusion, enhances hand-offs, and enables overall efficiency. Role-based analysis leads to better understanding and design of every process, supports allocation and training of staff, and simplifies managing performance of the work. During this course we will demonstrate the power of RACI charting, one of the more popular techniques for role-based analysis. Real-life examples will be used to highlight the approach, variations, and hints and tips to apply it for real value.

Risk and Contingency Analysis

Risk analysis is used to identify and assess factors that may jeopardize the successful performance of a process. Risks come in many forms, from lack of understanding of workers, to technology limitations, to poor process compliance, to unexpected customer and partner behaviors. By conducting risk analysis, you can design more resilient processes and identify how managers and workers should be prepared to handle circumstances that may occur during the performance of work. During this course you will learn how to conduct process risk analysis based upon real examples from APQC member organizations.

Process Frameworks

Process Framework Essentials

Research shows that process frameworks are an important part of the essential infrastructure for any successful process-managed organization. In this course, the structure, core principles, and use of frameworks will be studied with examples from real organizations. The necessary skills to select, design, and apply process frameworks for a myriad of value driven purposes will also be discussed. During this course, you will learn how to adopt or tailor a process framework for your organization, including APQC's own Process Classification Framework®, and apply a process framework within your organization to improve process management, content management, and benchmarking.

Capture and Transfer Knowledge

Knowledge Mapping

Knowledge mapping is a proven technique for connecting knowledge assets to a process, function, or domain. Knowledge mapping is a phenomenal change activity that helps KM practitioners facilitate their business partners in thinking through business operations and knowledge assets needed to support execution of the business.

This course will explain why organizations map knowledge; show critical success factors for making and analyzing maps; and demonstrate how organizations use completed maps to improve strategy and operations. Participants will build skills in this workshop by practicing the tactical steps and tools to scope and complete a knowledge map; identifying and analyzing knowledge gaps; and using the insights from knowledge mapping to enhance critical knowledge flow in and across business processes.

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Transferring Critical Knowledge

Today’s breakneck pace of change contributes to escalating concerns around knowledge transfer. The core of the KM value proposition is to make critical knowledge available when and where it’s needed. Before an organization can connect employees to critical knowledge assets, it must determine what those assets are. Once the knowledge assets have been captured, validated, and made accessible, it is then up to the business to take apply it.

This course will help participants understand how to match their organizations’ knowledge needs with the right capture and transfer approaches. It will include an overview of best practices for critical knowledge transfer and help participants understand needs to support access, refresh, and apply critical knowledge to realize the value. Participants will walk away knowing about knowledge transfer drivers and challenges, techniques for knowledge transfer, and how to use knowledge risk matrix to evaluate competing priorities.

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This course was very practical, high-value, and taught by experienced practitioners.

Barbara Fillip, Director of Knowledge Management, Chemonics International