Process Mapping, Modeling & Analysis: How to Streamline & Reengineer Business Processes

Event ID: P10394
Info: Nov 12-13 • Thu/Fri • 8:00am-3:00pm • 2 mtgs • UHM Krauss 012 (Yukiyoshi Room) • $995 (General), $895 (with Service Innovation), $795 (with Fundamentals of Project Management and Service Innovation) • (12 PDU)
With: Amanda Dietz

Any organization is a collection of processes, the natural business activities that produce value, serve customers, and generate income. Managing these processes is the key to the success of your organization.

Reduce inefficiency and waste and increase productivity, competitive advantage, and profits through process mapping, a simple yet powerful method of looking beyond functional activities and rediscovering your core processes. Process maps enable you to peel away the complexity of your organizational structure—and internal politics—and focus on the processes that are the heart of your business.

Who can benefit most from this seminar?

• President, vice president, COO or senior executive


• Mid- or upper-level manager of administration, operations, or manufacturing


• Director/coordinator of TQM, CQI or team-based improvement


• Member of a process reengineering team


• Anyone actively involved in your organization's quality improvement efforts

• Understand how processes interact in a system;


• Locate process flaws that are creating systemic problems;


• Evaluate which activities add value for the customer;


• Mobilize teams to streamline and improve processes;


• Identify processes that need to be reengineered.

1. Construct process maps, systems maps, and other useful flowcharts;


2. View your organization as a "whole system" rather than a collection of departments or discrete pieces;


3. Rediscover and clarify the real objectives of your processes;


4. Identify key processes that hold the biggest "bang for the buck";


5. Select processes for reengineering;


6. Avoid the pitfalls that have plagued so many others during process reengineering and process improvement;


7. Distinguish between value-added and non-value-added activities;


8. Mobilize for process change and quality improvement;


9. Recognize and eliminate system flaws that result in chronic poor quality and low productivity;


10. Build teamwork painlessly by teaching groups to study processes together;


11. Identify the factors that are critical to process performance;


12. Select the fewest and best measures for making good business decisions (and how to stop wasting time tracking meaningless measures);


13. Develop Standard Operating Procedures (SOPs);


14. Use process maps to help in the pursuit of ISO 9000 certification;


15. Use process mapping to plan and set goals at both the corporate and team levels;


16. Apply proven principles for making dramatic improvements in the way your organization works.

Amanda Dietz, MBA in international management, BS in finance, is a certified quality manager (American Society for Quality), a process management advisor, and project management practice leader for Orion Development Group. She has more than 20 years of experience in operations management, auditing, and process improvement. Prior to joining Orion, Dietz attained extensive quality and process management experience in the corporate world, principally in the financial services sector. She served on the senior management teams at InTuition, Inc. and Florida Federal Savings Bank (now part of First Union National Bank). In these management roles, Dietz enhanced product line profitability in excess of 10% for multiple years, was recognized as a semi-finalist in the 1994 USA Today/RIT Quality Service Award, reduced turnaround times from multiple weeks to less than two days, reduced call center hold times by more than 80%, raised quality performance indicators above corporate standards, and successfully directed numerous information technology conversion projects. As an instructor, Dietz consistently receives outstanding reviews from seminar participants: “Amanda Dietz did an excellent job... She impressed us all with her knowledge not only of process mapping but of our business.” -US Coast Guard Finance Center. “Amanda gave a great class! She encouraged participation and original thinking. She is definitely knowledgeable on the subject.” -Navy Federal Credit Union. “[The seminar] gave me additional tools to determine where and how to improve my department's processes and performance.” -BAA Indianapolis. Dietz's process management training/consulting clients include: Bank of America, Citibank, Daimler-Chrysler Financial Corp., GreenTree Financial Corp., Borders Group, Inc., Best Buy, Fingerhut Companies, Fujitsu, Toshiba America Information Systems, and the U.S. Postal Service.