Designing for Service Excellence

New business processes need to be both efficient & effective, & implemented as quickly as possible, often within tight a budget. Existing processes may not be capable of meeting customers' growing requirements, or the organisation may be introducing a new or enhanced service, for which a new business process is required.
This course provides a structured approach to designing & implementing new business processes, & is equally applicable to service-based organisations, & to the business functions in a manufacturing company. The heart of the approach is to gain a clear understanding of customers' needs, and to assess the capability of proposed designs. This reduces the risk of over-promising & under-delivering, & results in robust business processes which consistently meet customers' needs at minimum cost.

Course Content

Introduction to Business Process Design
•The need for robust business process design
•Process improvement vs. redesign
•Structured business process design model

Define & Plan the Project
•Establish the business case
•Identify customers & stakeholders
•Scope the project & specify objectives
•Plan the project & assess risks
•Prepare a project charter

Measure & Understand Customer Needs
•Collect & analyse customer data
•Prioritise customer needs
•Define key process characteristics based on customer needs
•Establish targets & specifications for key process characteristics

Develop & Analyse Concept Designs
•Develop alternative design concepts
•Select & develop the most promising concepts
•Assess & refine performance of concept designs
•Assess potential risks of concept designs

Develop & Test Detailed Design
•Develop & document the detailed process design
•Evaluate process flow & process capabiliy
•Assess risks & apply mistake proofing
•Pilot the detailed process design
•Create a draft control plan for maintaining process performance

Verify & Implement Design
•Implement & adjust detail design & verify process performance
•Create SOPs, train staff & develop a process dashboard
•Confirm control plan & complete handover to process owner
•Close project