Professional Training And Certification In The Advanced Techniques Of Process Management

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Certified Process Professional – CPP Certification In The Advanced Techniques Of Process Management 23 – 26 February 2014* • Jumeirah Emirates Towers Hotel, Dubai, UAE 22 – 25 June 2014 • Jumeirah Emirates Towers Hotel, Dubai, UAE Book and pay NOW and bring your colleague for FREE on this course

5 Key Benefits

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1. Effectively analyze processes and services with key process diagnostics 2. Benchmark any process or service and optimize processes by increasing efficiency and decreasing costs 3. Link measurable Key Performance Indicators (KPIs) to Successful Customer Outcomes (SCOs) to monitor and measure real success 4. Identify and categorize multiple levels of innovation to match your desired, emerging organizational strategy

Your Expert Course Director From IPAPI

5. Create innovative processes resulting in market differentiation and/or leadership

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Donald Smith Director International Process and Performance Institute (IPAPI)

About IPAPI The International Process and Performance Institute (IPAPI) is a membership organization and the world’s first not-forprofit association focused on process improvement through the elimination of causes of work and customer alignment of process. IPAPI supports commercial, non-commercial, governmental, and academic interests on a global basis, helping them to understand and incorporate the advanced concepts of process management into their activities and programs.

Membership Benefits Membership with the International Process and Performance Institute grants you a wealth of opportunities to build your community profile, gain new insights, and build the next evolution of process insights – all while supporting the process community. You receive free membership for a year when you register for this course.

Members receive full access to the most advanced process and performance enhancement techniques available in the world today via the IPAPI Online Training System.

Course Benefits • Effectively analyze any process or service with key process diagnostics • Benchmark any process or service • Optimize any process by increasing efficiency and decreasing costs, often in projects taking less than 90 days • Identify the customer of a process and their Successful Customer Outcomes (SCOs) • Identify measurable Key Performance Indicators (KPIs) for a process • Link KPIs to SCOs to monitor and measure real success • Increase customer satisfaction by delivering Successful Customer Outcomes (SCOs) • Identify and prioritize multiple actions for rapid and effective improvement • Identify and categorize multiple levels of innovation in terms of market differentiation and leadership to match whatever desired organizational strategy emerges • Create innovative processes resulting in market differentiation and/or leadership

Very good learning experience with interesting exchanges with the coach and other delegates.

Negib Bouhouita, Senior Consultant, Abu Dhabi University, UAE

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About Your Expert Course Director Donald Smith Founding Director International Process and Performance Institute (IPAPI) Don Smith, a leading advocate for process improvement who drives business success through significant improvements in customer satisfaction, has helped corporations and government organizations create bottom-line benefits by transforming their view of customers as primary stakeholders and measuring the value of customer requests – shaping dramatic improvement in customer loyalty, bottom-line costs, process time savings, and efficiency. Through the International Process and Performance Institute (IPAPI), Don has influenced organizational shifts in thinking to concentrate on customer perspectives, facilitating revenue improvement in a customerdriven economy and educating clients on customer-focused (vs.

IT-driven) business transformation.

Influencing the way organizations look at their processes from a customer standpoint, Don draws on a Fortune 500 leadership and IT background to foster a culture of change – encouraging businesses to adopt an “agile, change-embracing” orientation that delivers value to shareholders, customers, and employees.

By leveraging IPAPI’s Customer Expectations Management (CEM™) methodology, Don has created high levels of customer value through core practices of optimization, alignment, and innovation.

As Director of the International Process and Performance Institute (IPAPI.org), Don is a pioneering business process management expert. He speaks, teaches, consults and coaches around the world, in addition to publishing frequently on the topic. Some of his customers include Boeing, Weyerhaeuser, Wells Fargo, Kaiser Permanente, Wyeth, Cisco, Blue Cross, BAE Systems, PWC, University of Phoenix, Scottsdale Insurance, NEC, Zain Group, ARASCO, A.W. Rostamani, Dubai Customs, Abu Dhabi DOT, Saudi Telecomm (STC), NCB Capital, Qatar Foundation, Wataniya, Advanced Electronics Company (AEC), Kasikorn Bank (KBank), Virgin, British American Tobacco and others.

I enjoyed learning the CPP with case studies and active participation. Everything is well managed and organized.

Shahid A. Mufti Business Process Improvement, Analyst, Dubai Customs, UAE

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Certified Process Professional – CPP 23 – 26 February 2014* • Jumeirah Emirates Towers Hotel, Dubai, UAE 22 – 25 June 2014 • Jumeirah Emirates Towers Hotel, Dubai, UAE Course Overview

What Is Included?

•

Guided instruction, mentoring and coaching from an IPAPI Certified Coach

•

Exposure to three to four real world case studies

•

Access to the IPAPI Online Training System for one year

•

Access to online course materials, case studies and templates

•

Continued mentoring and coaching for a period of one year from your coach

•

CPP Certification upon successful completion and submission of case study work

Who Should Attend CPP? Anyone who has responsibility for process and/or performance in specific ways (or in general) will benefit from this course. Specific professional categories or titles include: • Business Analysts • Business Process Analysts or Engineers • Process Owners • IT Systems Analysts • IT Systems Managers • PMO • Managers (resource, operating, functional, etc.)

• Executives and senior executives

The IPAPI Certified Process Professional (CPP) course is unquestionably the most advanced process and performance training course available in the world today.

This four-day course is designed for those seeking professional skills in process optimization, alignment and innovation. The course is based on the thought leadership brought forward in the IPAPI Customer Expectation Management (CEM) method and is the foundational set of knowledge and skills of this revolutionary approach to business process and performance.

The Certified Process Professional course enables professionals to see process through a new lens, which leads to new insights into opportunities which were previously invisible; opportunities which realize significant and measurable performance gains in process efficiency, quality and innovation.

IPAPI’s Process Management Framework IPAPI’s Process Management Framework covers the A to Z of process management and business operation. IPAPI helps individuals and organizations on a global basis build the skills they need to succeed on specific improvement of an existing process to the creation of an entirely new customer value proposition that changes the existing market forever.

IPAPI’s framework helps you succeed by increasing your ability to observe, assess, challenge and innovate in the world around you.

There is only one way to truly solve any problem. You must find its root cause and eliminate it. The framework focuses on the techniques you need to make those critical root cause observations and then eliminate them. You will be able to enhance customer satisfaction, decrease costs, and increase revenue – simultaneously – in everything you do.

Course Methodology

Don Smith is a great coach.

His ability to articulate and make me understand complex concepts with effortless ease is absolutely commendable and remarkable.

Shafeeq Habeeb, Corporate Strategist MSE Group, Oman

+971 4 335 2437

+971 4 335 2438

The course is specifically designed to impart the skill and ability needed for you to immediately apply what you have learned to your work-related activities. The course focuses heavily on hands-on activities, case studies, and actual application of techniques to realworld scenarios in each class.

Competency-Based Certification This Certification course is driven entirely by activities and assessment that ensures those being granted IPAPI Certification are able to put that knowledge to work. There are no prescriptive answers to these problems, only innovative solutions that target and then eliminate the very causes of work and process points of failure.

The Certification is granted only upon review and acceptance of work completed by an IPAPI Certified Coach. We mean what we say when telling students they are here not just to learn, but to show us they are competent in being able to “do.”

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Course Timings: Registration will commence at 07:30 on Day One. Course sessions will begin promptly at 08:00 and conclude at 14:30.

There will be two refreshment breaks at approximately 10:30 and 12:30 and lunch will be served at the end of each day’s sessions.

Course Outline

Optimization

• Calculate new points of failure, causes of work, and process risk factors for each action plan item

• Learn to see processes as more than a series of activities leading to an outcome

• Compare and contrast the different actions in terms of improvement from the benchmark factors

• Recognize and identify the components of any process or service and how these components contribute to process inefficiency, deviation and poor quality

• Identify specific successful customer outcomes delivered by each action plan item

• Acquire a structured approach to enable rapid (often less than 90 days) and significant process optimization and, as a by-product, deliver significant improvements to outcome quality • Recognize key process diagnostics (process actors, moments of truth, break points and business rules) for process analysis on any process or service • Understand positive and negative effects process diagnostics have on a process • Benchmark the process in terms of points of failure and causes of work factors • Identify multiple actions which will significantly reduce the process points of failure and causes of work • Compare and contrast new points of failure and causes of work factors for each action plan item in relation to the current state factors and one another

• Prioritize action plan items by analyzing the benefits versus costs for each action • Group application of these concepts using a real world case study

Innovation • Develop awareness that the key to innovation is in the process itself and is revealed to us through moments of truth • Learn how to apply everyday human intelligence to tap the process for the various shapes the process could take • Apply a template tool which helps create a “landscape” of possible future states of the process for varied levels of market differentiation and market leadership • Understand what innovation is and the 21st century value chain • Use moments of truth to identify the many possible shapes the process can take

• Prioritize action plan items by analyzing the benefits versus costs for each action

• Use a template to build the innovation landscape

• Group application of these concepts using a real world case study

• Uncover the untapped potential of the process to create various levels of market differentiation and market leadership

Alignment • Develop insight into the customer of the process and what the successful outcomes of the process could be • Use the techniques of identifying the components of the current state process to expose the opportunities within the process

• Categorize the various levels of market differentiation and market leadership • Apply organizational strategy to create a tactical plan of action • Group application of these concepts using one or two real world case studies

• Learn a structured approach to enable rapid and significant process alignment, and at the same time, deliver significant increases in process efficiency and cost reduction • Understand who the desired customer is for a given process • Use a mind-mapping technique and other tools to identify the successful customer outcomes for a process • Develop Key Performance Indicators (KPIs) to measure delivery of each Successful Customer Outcome (SCO) • Understand and use the current state process models for process analysis • Use process actors, moments of truth, break points, and business rules for process analysis • Assess and determine the process risk factor as another process analysis benchmark • Benchmark a process in terms of points of failure and causes of work factors • Identify multiple actions which will deliver on successful customer outcomes, and at the same time, reduce process points of failure and causes of work

+971 4 335 2437

+971 4 335 2438

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Certified Process Professional – CPP

23 – 26 February 2014* • Jumeirah Emirates Towers Hotel, Dubai, UAE 22 – 25 June 2014 • Jumeirah Emirates Towers Hotel, Dubai, UAE

FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

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DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC5264/BC5265

Event

Course Fee Before 8 December 2013

Course Fee Before 29 December 2013

Final Fee

Certified Process Professional – CPP 23 – 26 February 2014 (BC5264)*

US$ 3,995

US$ 4,495

US$ 4,795

Event

Course Fee Before 6 April 2014

Course Fee Before 27 April 2014

Final Fee

Certified Process Professional – CPP 22 – 25 June 2014 (BC5265)

US$ 3,995

US$ 4,495

US$ 4,795

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Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance. *Book and pay NOW and bring your colleague for FREE on this course. Only applicable for February 2014 course.

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