Process & Performance Management Courses

 

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At APQC, we recognize that maintaining peak performance and continuous improvement rests with our clients and members’ internal departments, teams, and individuals. Our research confirms that organizations that offer professional development opportunities perform better overall and enjoy greater employee satisfaction.

On-site training courses provide an excellent foundation to build capabilities. APQC’s training courses are especially relevant for teams charged with process and performance improvement, knowledge sharing and retention, quality programs, or change management.


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Process Management

Process Management Essentials

In this workshop, participants will develop an understanding of process management from real-world case studies and examples as well as APQC subject matter expertise. The workshop is organized around APQC’s 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 will learn about each of the seven tenets, and how they work together to build a strong process management approach.

Ideal for: Process management leaders and practitioners who are establishing, running or improving a process management capability within their organization or business unit. 

Duration: ½ day or 1 day 



Process Management for Leadership

This workshop will examine APQC’s Seven Tenets of Process Management and characteristics of high-performing, best-practice process managed organizations with an emphasis on strategic alignment, governance, and managing improvements. Discussion will focus on the essential role that leaders play in establishing and sustaining a strong process management capability within organizations.

Participants will learn how to align process management to organizational objectives and how their organizations operate, create a process management strategy and roadmap, and set up and run process management governance.

Ideal for: Business and process management leaders who are guiding process management capabilities within their organization or business unit. 

Duration: ½ day 



The Business Case for Implementing Process Management

Process Management, or Business Process Management (BPM), gives organizations an efficient way to assess, prioritize and resource initiatives. This workshop covers basic components of the BPM business case that allow stakeholders to vet and assess the opportunity for BPM implementation.

The workshop will walk through a structure of BPM, highlighting fundamentals of business case components, including hard and soft benefits and costs. Participants are encouraged to consider a BPM implementation for their organization prior to the workshop. At the end of the workshop, participants will have an understanding and structure for developing a business case for a BPM implementation in their organization.

Ideal for: Business and process management leaders who are guiding process management capabilities within their organization or business unit. 

Duration: ½ day or 1 day 
 



Process Frameworks

The Power of Process Frameworks

This workshop introduces participants to process frameworks such as APQC’s Process Classification Framework (PCF)®. APQC research shows that process frameworks are an important part of the essential infrastructure for any successful process managed organization. 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.

Participants will learn how to adopt or tailor process frameworks and apply process frameworks to improve process management, content management, and benchmarking within their organizations.
 
Ideal for: Process management leaders or practitioners who are aligning and standardizing processes across their organization.

Duration: ½ day or 1 day 



Defining & Managing End-to-End Processes

End-to-end (E2E) processes are the interconnected flows of work that define how organizations deliver products and services. A structured approach to identifying, designing, and managing E2E processes provides visibility and clarity within the organization, helping to avoid multiple groups defining and redefining the same processes multiple ways. Knowing which E2E processes need managing, and setting up an approach to keep them organized is often a challenge for organizations. 

In this workshop, participants will examine how successful organizations have achieved alignment and leverage E2E processes effectively. They will learn how to select an E2E approach that fits their organization and how to use a process framework to define individual E2E processes. They will also learn how to avoid multiple, conflicting versions of value streams and their process components.

Ideal for: Process management leaders or practitioners who are aligning and standardizing processes across their organization.

Duration: ½ day or 1 day 



MosaiQ Accelerator™

MosaiQ Accelerator

In this workshop, participants will learn how to accelerate adoption of MosaiQ™, APQC’s cloud based solution for business process management. Taught by our Advisory Services team, MosaiQ Accelerator is designed improve your measurement and governance program so you can get the most out of using MosaiQ. MosaiQ Accelerator is a pre-packaged APQC Advisory Services offering that includes four principal segments: assess, train, design, and implement.

Ideal for: Process management leaders and practitioners who will use APQC’s MosaiQ or other technology solutions to support their process management practices.

Duration: ½ day or 1 day 



Process Design & Analysis

Process Design Essentials

In this hands-on workshop, participants develop process definition and modeling skills using tools such as process definition documents, process maps, SIPOC models, and RACI charts. Participants should come prepared to learn the theory behind the tools and their practical application. A structured approach to “design for purpose” and “design for fit” results in better processes suited to their intended use.

Participants will learn how to scope a process and conduct the necessary analysis to design a process for purpose and fit. In addition, they will learn how to document a process to meet the differing needs of various process stakeholders.

Ideal for: Process improvement practitioners and SMEs who will be designing, improving and leading processes. 

Duration: ½ day or 1 day 



Evaluating and Improving Process Maturity

Process maturity assessment allows organizations to evaluate individual processes and their overall process management approach and infrastructure to measure performance and to identify opportunities for greater impact. This workshop covers the essentials for process maturity assessments within any organization, demonstrating how to build a maturity model and apply it as part of continuous improvement across the business.

Participants will learn about maturity models and how to develop a methodology to use them. In addition, they will learn how to select or create a process maturity model, and use maturity results to select and manage improvements

Ideal for: Process management leaders or practitioners who are aligning and standardizing processes across their organization. 

Duration: ½ day or 1 day 



Process Analysis Essentials

Process analysis helps organizations to understand the business needs for their processes and evaluate design features to ensure they develop, deploy, and support solutions that achieve expected results. This workshop covers the essentials for process analysis within any organization, demonstrating how to design processes that meet the needs of the business.

Participants will learn how to create and improve well-designed processes, and select and apply the correct analyses for a given process.

Ideal for: Process improvement practitioners and SMEs who will be designing, improving and leading processes.

Duration: ½ day, 1 day, or 2 days 



Using Knowledge Flow Analysis to Improve Process Design

Knowledge is essential to the smooth flow of every organization’s business processes. That knowledge takes many forms – inputs, standards, experience, and more. Creating a process-based knowledge map that captures the information and knowledge needs at each step enables employees to execute the process as designed and supports continuous improvement. This workshop focuses on the tactical steps and tools used to identify knowledge gaps and determine where the knowledge can be used to enhance process performance.

Participants will gain an understanding of knowledge flow analysis and its value, and the steps needed to complete a knowledge flow map. In addition, they will understand how to analyze and identify improvement opportunities.

Ideal for: Process improvement practitioners and SMEs who will be designing, improving and leading processes.

Duration: ½ day or 1 day 
 



Process Measures & Analytics

Process Performance: Monitoring and Controlling your Processes

The process performance workshop prepares participants to understand process performance measurement and the importance of monitoring and controlling your processes. Leading, in-process, and lagging indicators will be discussed, with emphasis on how these indicators should align to organizational needs and performance goals.

Participants will learn how to identify control points and their associated measures, connect process measures to strategic objectives and critical success factors, and build integrity into defining and managing process measures.

Ideal for: Process improvement practitioners and SMEs who will be designing, improving and leading processes.

Duration: ½ day or 1 day



Business Process Analytics: Improving Process Performance with Analytics

This workshop explores APQC’s Business Process Analytics methodology for improving business process performance using process mapping, process measures, and analytics. This methodology includes a 4-step process that facilitates decision-making and helps users navigate the data overload that many organizations face today. 

The workshop will use real-life examples from process improvement projects to illustrate the methodology. In hands-on activities, participants will practice each of the four steps of the methodology. 

Participants will learn the role of analytics in business process improvements, how to identify relevant process data to support decision-making, how to apply APQC’s analytics methodology tools, and how to take their process improvement efforts to the next level.

Ideal for: Process improvement practitioners and SMEs who will be designing, improving and leading processes.

Duration: ½ day or 1 day



Process Improvement

Process Improvement: The Art of Prioritizing Process Change

This workshop focuses on how to identify, prioritize, and select the “right” improvement opportunities. Participants will be encouraged to look beyond fixing what “is broken,” and look instead at the organization’s needs and developing solutions that will make a significant impact. Topics to be covered include change management, benchmarking, lean/Six Sigma, and the alignment of improvement efforts across an organization.

Participants will learn how to identify, assess, and select process improvements, pick the right improvement approach, and manage the change process. In addition, they will learn how to integrate and align different improvement initiatives across their organizations.

Ideal for: Process management leaders, improvement practitioners and SMEs who will be designing, improving and leading processes.

Duration: ½ day or 1 day 



Process & Performance Management Interactive Simulation

This interactive workshop covers key concepts in process and performance management (PPM), focusing on how to use process management to improve organizational effectiveness. Using examples from process management methodologies currently practiced in many of today’s leading organizations, the workshop gives participants a “big picture” view of the linkage between process management and process performance. Topics to be covered include process design, process and value analysis, key performance indicators, operational metrics, process improvement techniques, and stakeholder management. 

The simulation will demonstrate key concepts in process management including process design, process dependencies, key performance indicators, operational metrics, and value analysis. Participants will learn how to apply the seven tenets of process management to performance and execution. In addition, they will learn about the linkage between process management and an organization’s KPIs and metrics.

Ideal for: Process management leaders, improvement practitioners and SMEs who will be designing, improving and leading processes.

Duration: 1 day 



Strategy, Measurement & Benchmarking

Looking at Your Organization from a Systems Perspective

An Organizational Assessment (OA) gives an organization a rigorous, objective, external view of your organization. It assesses the organization’s performance from a systems perspective, focusing on the seven core components of an effective system:
•    Strong, visionary, results-oriented leadership
•    Strategic Planning – alignment of action, resources, and results                               
•    Curriculum & Teaching – standards-based curriculum and powerful teaching
•    Stakeholder Engagement – active engagement of internal and external stakeholders
•    Stellar People – stellar teachers, board members, leaders, support staff who are continuously learning and growing
•    Effective and Efficient Processes – aligned and linked core business processes to support the system
•    Accountability – employee and student accountability for results

In this highly interactive workshop, participants are encouraged to think about and discuss their own organizations and levels of maturity. Participants will also learn about the benefits of an external review, and how to conduct a quick “check up” of their own organizations. 

Ideal for: Individuals who want to better understand the current state of their organizations, regardless of whether their organization is a Fortune 100 company or a school district.  

Duration: ½ day or 1 day 



Establishing Effective Measures

Establishing a measurement system and approach gives organizations a structure for consistent and effective measurement. However, measurement essentials focus on how to identify, define, collect and report measures that make a difference.

This workshop presents measurement essentials learned through APQC's research and hands on work with organizations. The session will include strategies for securing organizational buy-in and trust for selected measures. Participants will also learn how to determine, select, and evaluate performance measures, and design, analyze, and report performance metrics. 

Ideal for: Business leaders and process practitioners who will establish and apply measurement to guide work effort and optimize performance.

Duration: ½ day or 1 day 



BenchStart - Benchmarking Essentials

The BenchStart workshop is intended to share APQC’s knowledge to establish and conduct benchmarking activities in your organization. Using our established benchmarking methodology and years of experience, we discuss the varieties of benchmarking. 

Participants will learn how to create a benchmarking strategy, how to identify benchmarking projects, and how to use the benchmarking methodology to collect and put benchmarks to use.  

Ideal for: Business leaders and measurement specialists who will collect and compare performance within their organization and with external organizations.

Duration: ½ day, 1 day, or 2 days