SBS Endorsed – Process Management: Mapping and Improvement
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Program Professional Framework
SBS Endorsed – Process Management: Mapping and Improvement
Program Overview
Most performance problems in service and administrative work sit between departments, in handoffs, approvals and duplicated checks. This course equips participants to document processes at the right level of detail using SIPOC, swimlane maps and BPMN 2.0 notation, to measure cycle time, waiting time and first-pass yield, and to redesign processes using lean and value-stream thinking. Participants also learn how to assign process ownership and governance so that improvements last, with examples from GCC government service digitisation and shared service centres.
Learning Outcomes
- ✓Build a process architecture that breaks core, support and management processes into levels.
- ✓Document a current-state process with swimlane maps and BPMN 2.0 notation, including handoffs and decision points.
- ✓Measure cycle time, value-added ratio and first-pass yield to locate bottlenecks.
- ✓Classify waste and redesign a future-state process with fewer handoffs and approvals.
- ✓Define process owners, KPIs and a review rhythm to sustain the redesigned process.
Target Audience
- Business process analysts and process owners
- Operational excellence and quality specialists
- Transformation and digitalisation project team members
- Department heads overseeing cross-functional workflows
Detailed Program Modules
01Process Thinking and Architecture
- Functional versus process-based views of work
- Process architecture levels and value chains
- Selecting priority processes for improvement
02Mapping Techniques
- SIPOC for scoping
- Swimlane and cross-functional flowcharts
- BPMN 2.0 core elements and conventions
03Process Measurement
- Cycle time, lead time and waiting time
- Value-added ratio and first-pass yield
- Collecting data from systems and observation
04Process Analysis
- Identifying the eight wastes in service processes
- Bottleneck and handoff analysis
- Root-cause analysis of recurring delays
05Process Redesign
- Eliminating, combining and simplifying steps
- Value-stream mapping of the future state
- Automation and digital service opportunities
06Process Ownership and Governance
- Process owner roles and responsibilities
- Process KPIs and performance reviews
- Change management for implementing new processes
Training Methodology
Applied Project & Assessment
Applied Project
Participants map one cross-functional process from their workplace as a current state in BPMN, quantify its cycle time and value-added ratio, then present a future-state design with KPIs, a named owner and an implementation plan.
Assessment
Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.
University Certificate & International Accreditation
Professional Certificate accredited by Alzette University in SBS Endorsed – Process Management: Mapping and Improvement
International accreditation: International Auditors Group (IAG)