This programme provides managers and
frontline personnel with the essential skills and knowledge
to implement business processes within the organisation. The
goal is to learn how to improve work processes to deliver excellent
customer service. This programme is not about system adherence,
nor does it take the TQM approach, both of which seek to take
a very broad approach to bringing about improvements. Rather,
participants acquire job specific skills that have immediate
applications allowing them to select the key processes whose
improvement will yield a high return on investment.
In summary, managers and frontline personal
learn how to internalise the systematic improvement approach
and to deliver operational effectiveness in key areas of the
business. Participants learn how to use objective measurement
systems that concentrate on measuring the drivers or engines
of the business that determine cost, waste, productivity,
stock control, sales and customer satisfaction. By doing this
participants can take a more proactive approach and constantly
seek specific improvements. By using effective benchmarking
and measurement systems, they learn how to manage by facts
and results, not opinions.
This programme has been developed
by Richard
Chang Associates represents best practice in Process
Improvement and Process Management techniques. Richard Chang
Associates are one of the leading Consultant groups within
the area of Process Improvement & Process Management within
the U.S. and world-wide.
