Workshop Overview

Did you know that when things go wrong, most often it's the process – not the people – that is the problem? In this workshop you will become familiar with the basic methods and tools of process management. You will have the opportunity to examine one of your key work processes, and uncover new ways to manage and improve that process through a no fail approach. Our Process Management workshop is based on the AT&T Quality Library publication "Process Quality Management and Improvement," and is taught by former AT&T Quality managers.

Workshop Outcomes

As a result of attending this workshop, participants will be able to:

• Understand the responsibilities of those implementing process management efforts
• Define and describe the seven steps of process management
• Determine and work towards meeting the customer requirements of key business processes
• Use process management tools to uncover and address opportunities to improve a process.
• Determine the next steps for implementing process management in their own work.

Workshop Topics

• Who "Owns" the Process?
• Your Process and Customer Requirements
• Defining Your Process through Process Mapping
• Establishing Useful Process Measures
• Uncovering Process Performance Gaps
• Discovering Improvement Opportunities

Workshop Length: 1 and 2 day versions of the workshop are available.

Workshop Outline

Introduction And Welcome

Foundation

• Process Basics
• Customer-Supplier Model
• The 7 Steps of Process Management

Step One – Process Ownership

• Process Management Team
• Tool: Nominal Group Technique

Step Two – Understanding The Process: Customer Requirements

• How A Process Operates
• Identifying Customer Requirements
• Gather Customer Data
• Tools: Process Map, Customer Requirements Worksheet

Step Three – Measuring A Process

• Effective Measures

Step Four – Process Performance

• Meeting Customer Requirements
• Displaying Data
• Tools: Histogram, Line Chart, Control Chart

Step Five – Identifying Possible Improvements

• Finding Improvement Opportunities
• Tools: Flowchart, Pareto Diagram

Step Six – Ranking Possible Improvements

• Ranking and Selecting Improvement Opportunities
• Tools: Decision Matrix

Step Seven – Improving the Process

• Responsibilities for Improvements
• Tools: Root Cause Analysis, Force Field Analysis