Process management: excellence in business

18–19 March 2018

About the course 04

Agenda 05

Registration form 06

Contents

Process management: excellence in business4 All Rights Reserved — EY

About the course

Course overview

Have you ever encountered a situation where a company you worked for had faced very serious quality issues with the services provided and you could not tell where the root cause of the problem was? Moreover, you knew that everybody were doing the right thing and all were committed towards the work performed. The customer satisfaction rate was going steadily down despite the company having excellent key performance indicators (KPI).

The goal of this course is to provide participants with comprehensive tools and knowledge enabling them to turn-around the company towards process and quality excellence. Based on long and practical experiences, we have created a unique solution that combines aspects of strategic management, process engineering, cultural change, team management and the performance metric system. Participants will be inspired to live a more intentional and goal-orientated business life instead of just being reactive and counter-productive.

During the workshop, the participants, working in small groups, will learn how to implement the content (knowledge and tools) presented by the trainer in their own company environment. The content of the workshop will be unfolded gradually, allowing participants to assimilate its practical application in the future in real life situations.

Course objectives

Course participants will develop skills to enable them to:

• Design and implement the process value creation streams in their company

• Integrate the performance goals and metric system in their company

• Implement the effective process management principles in their company

• Redesign and optimize the key processes in their company

Who should attend?

Directors, managers, staff and specialists interested or involved in business process transformation, business process optimization and process excellence.

Process management: excellence in business 5

Agenda

1. Business process management: introduction

• Difference between process, project and task

• Process efficiency, effectiveness and economy (3 E's)

• Process value stream

• Key roles, expectations and responsibilities in process management

• Process owner, process stakeholder, process task manager and process resource

• Is 100% quality a myth?

2. From strategy to key performance indicators

• Strategy goals, critical success factors and other necessary conditions — Implementation of Intermediate Objective Map (IO Map) in the company

• How to use KPI's effectively in terms of quality, productivity, time, cost and customer service

• Economy, Efficiency, Effectiveness — Implementation of the SIPOC tool in the company

3. Business process analysis and optimization

• The DMAIC Model — Define, Measure, Analyze, Improve and Control Model

• Interference Diagram and Current Reality Tree Tools — Finding the root cause of the problem

• As-Is Diagram — Business Process Flow Chart analysis implementation

• Injection analysis and TO-BE Flow Chart analysis — Implementing changes and monitoring

4. Management by objectives and the control process

• Management by Objectives (MBO) — planned and actual metrics in real time

• Resource performance management — Evaluation and execution system implementation

5. Business process ongoing improvement

• Business process management review system

• Process of the Ongoing Improvement (POOGI) — Process Knowledge Rules implementation

6. Course Q&A session

Invoice to be addressed to

Registration fee (per participant)KD330 which includes• Course material• Lunch and other refreshments• EY training certificate

Course dates: 18–19 March 2018

Time: 09:00 a.m.–04:30 p.m.

Venue: Radisson Blu, Kuwait

Registration formProcess management: excellence in business | 18–19 March 2018

Cancellation and refund policy

A full refund less an administration fee of KD50 will be given for cancellation requests received up to 5 working days before the event. Cancellations must be made in writing (letter/fax/email) and reach our office before the 5 working days deadline. Delegates who cancel less than 5 working days before the event, or who don’t attend, are liable to pay the full course fee, and no refunds can be given. However, if you wish to attend a subsequent scheduling of the course, and you have paid your course fee in full, you will only be invoiced for 25% of that course fee. Replacement participants are always welcome.

All courses are subjected to a minimum number of participants. If a course has less than the required number, then EY Training Center (EYTC) is entitled to cancel the course at its absolute discretion, without liability. In such instances, the EYTC team can offer the participants with alternative dates or program options that are at the same level or standard.

Special group rates• Book three places and get a 10% discount• Book six places and pay for five

An invoice with all payment details will be send upon receipt of registration form. Payment must be received in full prior to the course start.

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Contacts

Should you have any inquiries, please contact:

Name: Dileta Crasto

Mobile: +965 2295 5014/5033/5000

Email: dileta.crasto@kw.ey.com

Please fax this form to EY Training, Kuwait: +965 2245 6419 or email to: ey.training@kw.ey.com.

For more courses please visit our website: www.eytrainingcenter.com. For further details please contact: +965 229 5014/5033

Registration type: Individual Sponsored

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