Understanding Processes


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
A garage has an excellent reputation, yet it receives numerous complaints about delays in repairs. When the sequence of activities in the repair process is mapped out, the problem is discovered. Surprisingly, it is due to an unnecessary filing process between the front office and the garage floor. This course shows you how to understand different types of processes, break a process down into a sequence of activities, and then analyse the sequence for problems.

Target Audience
Managers at all levels, staff members, team leaders, supervisors

Expected Duration (hours)
2.5

Lesson Objectives

Defining the Process

  • recognise the importance of understanding processes within an organisation.
  • match the process concepts with their definitions.
  • identify the examples of business processes.
  • differentiate between the vertical and the cross-functional processes.

    • Mapping the Process

  • recognise the benefits of mapping business processes.
  • apply the block diagramming steps to the business processes.
  • apply simple flow charting principles to the business processes.
  • apply functional flow charting principles to the business processes.

    • Participating in the Process

  • recognise the importance of participating in a process demonstration.
  • identify the preparation steps necessary for a process observation.
  • use best practices for conducting a process demonstration in a business scenario.
  • differentiate between the occasional and the chronic process problems.

    • Analysing the Process

  • recognise the benefits of analysing processes to assess process effectiveness.
  • use indicators for determining process success in business scenarios.
  • identify the methods to determine process cycle time.
  • identify the steps to determine process cost.

    • Course Number:
    OPER8124