Melbourne - Learn and experience the most practical, successful and proven toolkit for process change

**THREE DAY PROGRAMME**

Levels 1, 2 & 3 of the acclaimed Certified Process Professional course. Underpinned by the worlds longest established and most experienced BPM organisation. Continually updated and delivered by the Coaches who trained the trainers! The BP Group Coaches are retained by the worlds leading companies so provide a fast track to the techniques and approaches that deliver.

The Certified Process Professional (CPP) Program takes BPM Training to an entirely new level.
This premier WORKSHOP is designed for those seeking professional skills in process management, process improvement, process alignment and innovation.

The Advanced BPM/ CEM Methods and Techniques that Deliver!

• Uncover Process Improvement opportunities in just hours
• Identify Actions that will reduce process inefficiency by 30% to 60% within 90 days of deployment
• Delight your Customers (making them your biggest advocates) through Successful Customer Outcomes
• Innovate to compete, set the market trend and even dominate your industry
• Intergate process and performance management through the Balanced Scorecard and Strategy Map
• Align all your efforts to winning the triple crown through process - simultaneously reduce costs, improve revenues and enhance service.

The Certified Process Professional program builds your competency in delivering these essential benefits in literally everything you do. Unleashing the power of process in your organisation today.

CONTENT
A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group (www.bpgroup.org) networks ongoing research. Download the brochure.

WHO SHOULD ATTEND
Senior executives, operating managers, process owners, resource managers, members of process design teams and program management offices, functional managers, key front-line personnel, and everyone else with a stake in getting the most out of business processes.

RESULTS
Course attendees will learn how to:

• exploit process management for triple crown* benefits with sustained high performance
• develop performance metrics for end-to-end processes
• link processes to enterprise business goal
• coach and align people for performance and process management
• improve business performance immediately (15-40% within 90 days) and
• establish a method to sustain continuous improvement (annual improvements 15-20%)
• achieve the tactical and strategic payoffs of process

*triple crown = reducing costs, ehnacing service and imporving revenues at the same time

WHAT YOU GET
· 3 Days of instructor-led WORKSHOP by world recognized Coach
· All Materials electronically (for your own internal use) and online support 
· Certification as a Certified Process Professional (CPP) Levels 1 , 2 and 3 (practitioner, professional and master)
· Membership in the worlds premier Process & Professional business club

· Membership in the worlds premier Process & Professional business club
· Unique one to one telephone support (dedicated telephone number)

·  Simply the most ADVANCED TECHNIQUE for process improvement; typically producing extraordinary improvement results on processes in LESS THAN 90 DAYS

DAY ONE
Learn to Apply process diagnostics to existing processes, calculate causes of work and points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements.

• Apply process diagnostics to any existing process or service.
• Understand and identify moments of truth, breakpoints and business rules
• Determine the magnitude of the points of failure performance factor and causes of work performance factor of the process.
• Calculate the points of failure causes of work performance factors then graph it on the maturity scales.
• 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 90 days (often much less).
• 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
• Apply process diagnostics to a customer focused (SCO) process.
• Determine the points of failure performance and causes of work performance process factors.
• Conduct the risk assessment on the business and customer including
• Identify actions that can be taken to improve the process.
• Review the various techniques and approaches to improving process (useful internal materials), and
• Understand the Customer Expectation Management Method (CEMM)* as an Advanced Process Management approach  Download the brochure.

DAY TWO
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.

1. Understand the concept of Successful Customer Outcomes and review recent case studies of global champions.
2. Define Successful Customer Outcomes for any process, product or service.
3. Create the 7 step action plan for crafting Successful Customer Outcomes.
4. Develop the SCO mind map for any process, product or service.
5. Understand the substantive difference between customer wants, desires and needs.
6. Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
7. Understand Current and Future State Process Models
8. Develop a Current State Process Model – individual, team and enterprise wide.
9. Utilise CPP Level One skills (learned on Day 1) in conjunction with the Customer Expectation Management Method CEMMethodTM and the Advanced Process Management approach to analyse the Current State Model
10.  Assess the Risk factors (organisation and customer) identified in Current State Modelling
11. Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
12.  Prepare a Risk Assessment Profile that informs the Future State
13.  Develop and substantiate an Action Plan to mitigate risks  Download the brochure.

DAY THREE
Understand and create the Process Innovation Landscape to completely redefine the way processes are operated. By alignment with Successful Customer Outcomes we will uncover the true potential of the process, and in doing so consolidate triple crown wins i.e. simultaneously reducing costs, improving revenue and enhancing service. Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and strategy maps.

1. Use Moments of Truth to build the Innovation Landscape foundation
2. Create the Process Innovation Landscape that can be used to support Strategic Goals
3. Uncover the untapped potential of the process to create market differentiation and market leadership.
4. Find the natural form of the process within the process
5. Create the Strategic Landscape of the process
6. Use the Strategic and Process Innovation Landscape to:
   • Identify the best Tactical Action that can be taken on a process
   • Identify a Process Roadmap that takes us to a Market Leading position over time.
   • To leap the competition in a single bound (Superman Innovation)
   • Develop the principles to build an ongoing competitive Market Leader process profile that continuously resets the “market expectation.”
7.  Create a Future State Landscape
8.  Quantify business benefits of the Future State (typically double digit improvements to costs, productivity, revenues and service within 90 days)
9. Prepare the means to integrate CEMMethodTM and Advanced Process Management into the Strategic and Operational objectives of the organisation.
10. Compile the Plan of Execution  Download the brochure.

TESTIMONIALS
"I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightning us with the case studies & exercises."
Director Quality Management Group, 3i Infotech Ltd., India

 "Exceptional and life transforming. This training should be on every corporate agenda"
CIO Pharmaceutical, Florida

"Simple and different concepts which is path breaking and easy to understand and deploy" Director Business Consulting, Chennai

"Excellent - he is a very good leader"
Senior Quality Analyst, AEC, Saudi Arabia

"I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience."
Director, H&R Block, USA

"I really enjoyed last week and really learned alot. I feel I had a Eureka moment yesterday when the whole process diagnostics suddenly clicked into place. I remember you saying that once you grasp this then you will never look at processes in any other way. I am now actively evangalizing the CEMMethodTM approach with our team.
Senior Analyst, Investment Bank, London

“Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions I was able to have immediate impact on my organization. Steve is a very sharp, personable, interesting individual, and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general.”
Mark Barnett , SVP, Process Design Manager at Bank of America

“Steve is an inspiring global thought leader in the Business Process Management (BPM) space. He is a creative visionary, working on the edge of breakthrough business change."
Kenneth Mortimer, Principal , MBA & Associates Ltd

"Having had a chance to read through all of the delegate feedback forms in full it has become apparent that your workshops in particular were amongst the most well regarded, so thank you once more."
VP EMEA GDS International

"I took BPM training back in December, and Steve Towers was the instructor. The training was simply fantastic, because Steve has that rare ability to connect with his trainees. Not only did I walk away from the training with a new perspective on Business Process Management, but I walked away with an invaluable analysis tool."
Senior Systems Analyst, Barclays Bank

"We have collated the scores from the event and you came out as the most highly regarded."
Conference Producer, IIR International

“You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.”
Director - Process Management

“Steve is a true guru and mentor in the field of Business Process Management. What I've learnt from Steve and The Bennu Group in a short space of time has greatly benefited my understanding of advanced process management. Always accessible for advice, always campaigning to change how organisations view how they operate, Steve is a real asset to the BPM community and long may it continue.”
Theo Priestley, Head of Business Process Management , 2i Limited