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Process Measurement and Metrics
Presented by Tom Dwyer, VP Research, BrainStorm Group and Editorial Director, BPMInstitute.org or faculty
Course Description:
Process measurement skills are essential to BPM success. In this course you will acquire a solid understanding of practical measurement techniques as applied to the analysis and design of business processes.
Determining what to measure and defining clear measurement criteria are at the basis of success in process measurement. This session presents key concepts and tools on the basic principles of process measurement, and how to apply these principles at both the organizational level and the business process level. You will learn how to apply process measurement to both the analysis and design of business processes, and what are the critical success factors and the pitfalls to avoid. Participants will practice key process measurement skills on case studies and apply these to their own organization through connections exercises.
Course Outline:
- Process Measurement Overview
o What is process measurement?
o Why measure business processes?
o Various approaches to measurement - Organization view
- End-to-end process view
- Incremental improvement view
- Compliance view
- Benefits and drawbacks of approaches
- Basic principles
o PDCA Foundation
o Decomposing business processes
o Key indicators: Time, Quality, Cost, Productivity
o SMART goals
o Data gathering methods
o Pitfalls and how to avoid them - Process measurement at the organization level
o When you have a scorecard
o When you do not have a scorecard - Process measurement at the process level
o Decomposing business processes
o The key questions: Why, What, Where, When and Who - Summary
Course Objectives:
- Understand how to measure business processes at various levels of detail
- Be able to rapidly and effectively build a measures framework for monitoring, control, and/or improvement
- Understand how to present the results of process measurement in a compelling way
- Using process metrics to develop effective process designs
- Understand the pitfalls to avoid in process measurement
Instructor Biography:
Tom Dwyer is the Vice President for Research and the Editorial Director of BPMInstitute.org. He writes, presents and consults on topics that include Business Process Management and Service-Oriented Architecture. Mr. Dwyer has developed a variety of process solutions for clients including the framework that supported the logistics requirements for Desert Storm, the process for producing TV Guide and the process for creating and printing the Yellow Pages.
Tom brings 38 years of experience in product development and marketing, channel development and expansion, direct and OEM sales, and professional consulting services. Before becoming an industry analyst with Yankee Group and Aberdeen Group, Mr. Dwyer spent 28 years in the computer industry in various engineering, marketing, professional services, and sales functions. He was a co-founder and general manager of a new software venture at Xerox that developed and marketed a business process management product. Mr. Dwyer has held senior management positions in marketing and engineering at Wang Laboratories and Prime Computer and has developed and launched more than 15 software products.
Target Audience/Who Should Attend:
- BPM practitioners
- Business Analysts
- IT Managers
- Business Managers
Unique Value of Course:
The student will apply the concepts learned through a series of case study exercises
that provide awareness of the common problems encountered when developing meaningful,
customer-focused metrics.
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