Transformation or Better Sameness

This course is all about creating Great Customer Experiences. A focus on the customer becomes a vehicle for achieving Business Transformation. If you have not viewed it yet, look at this video of Center for BPM partner Dr Allan Webster speaking on the subject.

Delegates will develop a shared understanding of:

The business imperative for customer-focused services; and how BPM supports Business Transformation.
How to develop a Cultural Change Program for the business that delivers a Customer-focused, Service-oriented organization.
How to undertake a fundamental reassessment of Process Architecture to support a Dynamic, Customer-oriented organization.

Delegates will become proficient in using the following techniques and methods:

Dynamic 5 Service Organization Design method.
Core Constraints Analysis technique.
Outcome-based, Customer-focused Service Design principles.
MAGIC Moments for Designing Great Customer Experiences.
Unit of Work Analysis technique for ensuring appropriate Process Architectures.

To make the learning real, delegates work in small teams to execute a virtual project (case study) utilizing the techniques and methods explored. Where a team from the same company take the course, they can develop and work on their own real-life scenario.

Course Overview

Who Should Attend

Business Managers

Process Owners

Business Analysts

Process Architects/Designers

BPM Project Managers

This course is typically delivered in-house. It is best to bring the entire team together and have them develop the content between them, reflecting the current business situation/scenario.