The Certified Process Professional® (CPP) Program takes BPM & Customer Experience Training to an entirely new level. Delivered by BPGroup/Academy of Customer Experience coaches and partners across the globe this premier Workshop is designed for those seeking advanced professional skills in process management, process improvement, process alignment, customer centricity and innovation. This premier series is designed for those seeking ? These are the Outside-In Customer Experience Management, BPM Methods and Techniques that Deliver!
Become a Business Process Professional (CPP Master®) through learning and experiencing the most practical, successful and proven toolkit for process change.
• Hands-on instructor-led WORKSHOP by world recognized Coach.
• One-Drive / Dropbox Access to All Materials electronically (for your own internal use) and online support (One-on-One Skype or WebEx Session) for next 3 months.
• SIX KEY BPM Toolkits & 4 Sub Key Techniques out of the 36 Toolkit of CEMMethod™ (comprehensive templates and resources) to ‘take away’.
• CEMMethod™ and the associated SIX toolkits. 12 months license for distribution and updates.
• Membership in the world’s premier Process & Professional business club - Direct, Linked-In (private groups) and Google communities.
• Ongoing resources (videos, webinars, articles) and Annual Refresher (direct and via interactive webinar).
• Unique one to one telephone support (dedicated telephone number).
• Three best-selling books:
• Electronic Copy of Outside -In The Secret. (Steve Towers book that kindled the flame of Outside In)
• Electronic copy of The Foundations of Customer Centricity, James Dodkins
• Electronic copy of The Process Tactics Playbook, Towers & Dodkins
This is a experiential workshop and completely hands-on the training is so designed (as per the guideline of accreditation authority) that one attending the session takes back a learning based on experiencing an lot of scenario building to solve by applying the techniques and tools taught in the system.
As a formality during the course of the workshop the Traine1 would be taking photos and video snapshots which at sent to the accreditation authority ( in UK) along with various observations the Trainer has taken or participants approach taken, questions asked , responses to scenario building.
Agenda: Material Covered
Uncover Process Improvement opportunities in just hours
Identify Actions that will improve process efficiency by 30% to 60% within 30 ?days of deployment
Integrate and Evolve Lean Six Sigma Outside-In
Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
Reduce significant costs, improve revenues and enhance service immediately
The Certified Process Professional® program builds your professional competency in delivering these essential benefits in literally everything you do. Unleashing the power of process in your organization today
What will you learn:
Basics of BPM & its Implementation Strategies
Have clarity of understanding between Internal & External Customers & everyone links to the External Customer
Importance of focussing on Customers, Customer Experience and reorganize their work culture when looking at BPM and working on Processes
Develop understanding of each individual operation's contribution to the Customer Experience and its impact on the quality of the processes and results
Problems and Pitfalls faced and strategies to overcome them for successful implementation
Assess the effectiveness of resource utilization, enhancement of employee capabilities, required skillset to harness a customer centric organization & develop a seamless process architecture
Learn the right way to design, model, analyze , engineer and improve the processes at work
Learn the Impact of emerging technologies of Social Media, Mobile, Analytics & Cloud in Customer's Awareness & Experience
Question what is important for a process in order to achieve the Business outcome & customer outcome
Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
Define Successful Customer Outcomes for any process, product or service.
Develop the SCO canvas for any process, product or service.
Understand the substantive difference between customers wants, desires and needs.
Learn how to identify clearly customer needs and expectations (even when the customer doesn't know it themselves)
Develop a Current State Process Model - individual, team and enterprise wide.
Apply process diagnostics to a customer focused (SCO) process.
Determine the points of failure performance factors.
Understand and identify moments of truth, handovers and business rules
Determine the magnitude of the points of failure performance factor and causes of work performance factor of the process.
Understand Current and Future State Process Models
Utilize CPP Level One skills (learned on Day 1) in conjunction with the Customer Expectation Management Method (CEMM) and the Advanced Process Management approach to analyze the Current State Model
Assess the Risk factors (organization and customer) identified in Current State Modeling
Conduct a risk assessment on the business and customer including
Prepare a Risk Assessment Profile that guides the Future State development
Develop and substantiate an Action Plan to mitigate risks
Identify actions that can be taken to improve the process.
Identify actions that will significantly reduce the process points of failure and causes of work of the process.
Identify actions that can be completed in less than 30 days.
Analyze the benefits versus cost (resource/time/degree of change) for each action
Clearly identify "low hanging fruit" - actions that require minimal investment versus return
Review the various techniques and approaches to improving process (useful internal materials), and Understand and apply the Customer Expectation Management Method (CEMMethod v.10) as an Advanced and Enterprise Process Management approach
Anyone who wishes to become adept in the modeling, analysis and design of business processes.
It is not mandatory to have prior knowledge of Six Sigma, Lean or other similar frameworks.
One with extensive Knowledge of any process improvisation framework should also attend this workshop to get more understanding of how Service Design & Customer Experience are linked and dependent on process management.
Who Should Attend
Process owners & Resource managers
Members of process design teams
Program management officers, functional managers, key front-line personnel
Business Development Managers, Professionals involved in customer interaction
And everyone else with a stake in getting the most out of business processes
Once you get registered, you will receive a mail about Venue details from our Sales Team.