Process consultant technical training

Brief description: Optimising processes is a complex task. Experience has shown that internal specialists and executives achieve far better results here than external consultants. During this qualification programme you will learn to visualise and analyse complex processes – including those you experience yourself – and to recognise potential for optimisation and implement measures suited to bringing about improvement.

Target group: Specialists and executives operating service, sales and support processes

Duration: 7 days

Contents:

First module: Skilfully visualising the current situation (3 days)

Basic training: 2 days

• Significance of transparent processes and consequences of failing to establish transparency
• Logics of process management and structuring business processes
• The EPC method and its use for efficient, activating process visualisation
• Understanding the required level of precision and application using simple examples
• Application in complex correlations and specifics in cases of processes branching out and looping
• Establishing processing and cycle times
• Training the precise presentation of current processes (on activity and data element levels), individual and group exercises
• Monitoring learning progress by way of group exercises including plenary presentations
• Assessment by the trainer
• Individual exercise and certification or arrangements for additional training 

Advanced training: Day 1

• Presentation of current process results from the practical phase
• Feedback on the practical learning transfer
• Consolidation of the theme of "visualisation"
• Discussion on specific presentation problems by participants drawing on their practical examples
• Presentation of processes to various target groups
• Facilitation of immediate measures (quick wins) and ensuring their implementation
• Monitoring the implementation status of agreed immediate measures
• Group exercises aimed at formulating improvements and immediate measures on the basis of actual processes

Second module: Analysis and reflection (2 days)

On the basis of the first training module, participants will learn to utilise appropriate methods to identify potential for optimisation in current processes as well as suitable measures for deriving target process concepts.

• The reflection navigator for methodically seeking ideas for optimisation
• The detailed technique of asking questions when challenging issues
• Gaining knowledge and the methodical derivation of areas of action during the analysis phase
• Types of activities and wastes ("Muda" in the office) and their visualisation in the process
• Reflection on visualised current processes from various angles
• Assessment of potential for reflection based on various success factors
• What are immediate measures and improvement measures, how are they drawn up and how is their implementation guaranteed?
• Review of the logical provability of potential for reflection
• Manual calculation and analysis of process costs
• Monitoring learning and certification based on group and individual exercises

Third module: Re-design (2 days)

Participants learn, based on the results of reflection, to model, present and argue convincingly for target processes. We provide a tool for process assessment free of charge for participants to calculate concrete process costs and process times and to simulate and visualise potential.

• Defining targets and requirements relating to a new design
• Methods for optimising intersections
• Structural consequences of process optimisation
• Redesigning simple and complex target processes on the basis of practical cases referred to in steps 1 and 2
• Assessment of target processes drawing on “key performance indicator” assumptions (logic, time, space, costs)
• Drafting deduced demands on the IT system
• Efficient process controls
• Establishing and applying the assessment tool
• Outlook: Process automation and process organisation
• Monitoring learning based on group and individual exercises 

Your benefit:

• Qualification programme at university level. Background: The Change Partner programme for process consultants (3 modules/7days) has been a fixed component of the "Process Management Master of Science" part-time study course at Nürtingen University of Applied Sciences (HdWU) for three years.
• The qualification programme is modular and coordinated with the development of the project, so that knowledge acquired can be applied immediately ("plug and play").
• Know-how is incorporated into the organisation in the long-term and can thus be used effectively for prevention purposes and in crises – independently of external consultants and trainers.Process consultants learn how to conduct workshops on their own, after initially conducting them in teams of two.
• This simultaneous system of mutually coaching one another means that process consultants quickly gain confidence and soon achieve remarkable success.Since the process consultants are also colleagues from their own ranks, persons and contents are better accepted than in the case of external consulting.
• Internal process consultants work effectively and are highly motivated since they gladly take up the chance to participate in a good qualification programme, face new challenges, benefit from new networks and have the opportunity to develop on a personal level.
• Cascading into the company reaches larger target groups at low cost: the longer and more frequently process consultants work, the more economical is their qualification – and the more sustained will be the development of the company to a learning organisation.