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Introduction (15 minutes)
Knowledge and objectives of participants.
Objectives and content of the workshop.
Background (30 minutes)
Organisational structures, management attitudes and company culture.
Influence of external standards vs. internal customers, project teams, stakeholders, partnerships and flat organisations.
Why the concept of a "business process" can be difficult to grasp.
What is a Process? (45 minutes)
Clarification of the terminology; properties and attributes of a process.
Examples of processes and "non-processes".
Why document a Process? (45 minutes)
Objectives and Benefits - how a process definition is likely to be used.
"The problem with narrative".
Getting the level of detail right - assumptions.
Mapping Options (45 minutes)
IDEF, process flowcharts, deployment flowcharts - examples and uses.
Defining a Process (90 minutes)
Guidelines.
Worked examples.
Alternative "views" of a process.
Defining a Management System (45 minutes)
Structuring the system.
Process measurement, improvement, staff competency, resource utilisation, risk management, business continuity, managing change.
Implications of EFQM, ISO9001:2000 etc.
Specific Issues and Challenges (45 minutes)
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