“We hired Shelley to help us define roles and responsibilities, build the rules of engagement, and advance the company service model. As a result of the work Shelley did with a company improvement team, we implemented a one touch Client Service Excellence program and reduced the backlog of cases from 418 to zero in three months.”

Dale Brown
Senior Vice President, Sales and Marketing
MedImpact

 

Corporate Training

Business Process Improvement Modules

Do you want to improve your work processes but can never find the time?

Do you want to understand the basics of process improvement as well as see some results?

Are you eager to get different groups engaged in operational excellence and want to start simply?

Overview

I-4 Process has seven modules for you to choose from. The first two are foundational and the rest are selected based on your needs.

Please click to enlarge

BPI Module Boxes

 

Benefits

At the end of each module participants will know how to:

Use 1-2 specific tools to identify or understand gaps in a process

Know what presenting problems would trigger the use of this tool

Be able to apply before and after quantitative results

Workshop Outlines

What is it? What are My Processes? – Workshop 1

What is a process?

How is process thinking different?

Develop a macro model to depict the processes that are key to your area

Identify baseline data to help identify a first project

 Charter a Process Improvement Process – Workshop 2

Create a standard swim lane model for an instance

Identify other needed instances

Build some charter elements for your project in the workshop (e.g., high level map, improvement targets, challenges list, metrics, selecting your team)

Creating the As Is Model – Workshop 3

What is a process?

How is process thinking different?

Identify pain points in the As Is model from the employee’s perspective

A Data Driven Organization – Workshop 4

Effectiveness and Efficiency: two important elements of process improvement

The Customer Scorecard: what is it, how do you use it, who should you interview, and how do you analyze the results

What type of quantitative data is important to your process? How do you gather it?

Improving Quality – Workshop 5

Types of defects you will find in service and office operations

Identify defects on your As Is model

Tools to analyze and reduce defects: 5 Why’s, Fishbone Diagram, and Pareto

Apply these tools to your process

Minimizing Time – Workshop 6

What is flow and how does it bring speed to your process

Use flow tools, such as Quality at the source, notched time line, role bottlenecks

Measure time in your process

Identify ways to reduce time

Scalable and Consistent Processes – Workshop 7

What is standardization and how does it contribute to better organizational performance

Four methods that build standardization

When should you standardize? When is variation ok?

Develop 1-2 standard templates or flows for your process

Length of each workshop: 2 – 4 hours