CPP Certification Courses: Thursday, 27 July 2017

9:00 AM - 5:00 PM The BP Group Certified Process Professional® (CPP) Program (8 Levels) takes BPM Training to an entirely new level

Steve Towers, Vice President, BP Group
Become a Business Process Professional (CPP Master®) through learning and experiencing the most practical, successful and proven toolkit for process change

Advanced Business Process Management - Alignment to Successful Outcomes
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the Triple Crown i.e. reduce costs,improve revenue and enhance service. Go beyond the Triple Crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.

  • Understand the concept of successful customer outcomes and review recent case studies of global champions.
  • Define successful customer outcomes for any process, product or service.
  • Create the 7 step action plan for crafting successful customer outcomes.
  • Develop the SCO mind map for any process, product or service.
  • Understand the substantive difference between customer wants, desires and needs.
  • Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it themselves)
  • Understand current and future state process models
  • Develop a Current State Process Model –individual, team and enterprise wide.
  • Utilise cpp level one skills (learned on Day 1) in conjunction with the Customer Expectation Management Method (CEMM) and the Advanced Process Management approach to analyse the Current State Model
  • Assess the risk factors (organisation and customer) identified in Current State Modeling
  • Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement
  • Prepare a Risk Assessment Profile that informs the Future State
  • Develop and substantiate an action plan to mitigate risks

Advanced Business Process Management – Process OPTMIZATION
Learn to apply process diagnostics to existing processes, calculate points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements. Apply process diagnostics to any existing process or service.
  • Understand and identify moments of truth, handovers and business rules
  • Determine the magnitude of the points of failure performance factor and causes of work performance factor of the process.
  • Identify actions that can be taken to improve the process.
  • Identify actions that will significantly reduce the process points of failure and causes of work of the process.
  • Identify actions that can be completed in less than 30 days.
  • Analyse the benefits versus cost (resource/ time/degree of change) for each action
  • Clearly identify “low hanging fruit” – actions that require minimal investment versus return
  • Apply process diagnostics to a customer focused (SCO) process.
  • Determine the points of failure performance factors.
  • Conduct a risk assessment on the business and customer including
  • Identify actions that can be taken to improve the process.
  • Review the various techniques and approaches to improving process (useful internal materials), and
  • Understand and apply the Customer Expectation Management Method (CEM Method v.10) as an advanced and Enterprise Process Management approach


Steve Towers

Vice President
BP Group