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Achieving Dramatic Performance Improvement with Process Mapping

Who Should Attend?

Senior Line Managers,
Quality Directors,
Training Managers,
Organizational Developers,
Operation Managers or those who are planning to apply benchmarking as a management discipline.

Your Facilitator
Sidney Yuen has worked, consulted and spoken on the topics of Quality, Customer Relationship Management, Leadership and Change Management for 20 years. He is the Founding Chairman of the HK Benchmarking Clearinghouse. Sidney was Director of Customer Service & Quality at American Express and Head of the Change Management Practice at Andersen Business Consulting, Greater China.

A sampling of Sidney’s work includes: Led a number of benchmarking studies for over 30 companies in Hong Kong; Led a team of highly experienced examiners to conduct HKMA Quality Award audit for over 30 Applicants; Conducted a Quality Review for a major US Bank; Trained over 1,000 executives in Hong Kong and Asia on the topics of Quality, Customer Services, Benchmarking, Process Management and Coaching etc. Sidney introduced the Concept of Malcolm Baldrige Award to Hong Kong in 1991. He subsequently became the Founding Chairman of the HK Quality Award’s Board of Examiners. He was also instrumental in the creation of the HK Call Centre Award and HK Best Practice Awards.


Process mapping is a technique that looks at a core business process to identify that issue associated with its performance and to determine and process functions interrelate with one another. This is a powerful tool for improvement the overall performance. This one-day practical workshop is specifically designed to provide managers with an understanding of process improvement and how to use process mapping tools to improve organizational effectiveness. Participants will also learn the process of setting up work improvement team. The day will include case studies, interactive sessions and hands on activities.

  • Integration ManagementIntroduction to Process Management and Process Re-Engineering concepts
  • Preparing for organizational improvement initiatives
  • Creating an improvement and service culture
  • Process assessment
    (get organized; listen to your customers, walk the process and set priorities)
  • Analysis your process
    (Benchmarking, set targets, determine root causes, develop solution)
  • Implementation
    (get buy in, try out, finalize and roll out the new process)
  • Handling the people side of change
  • Setting up a Work Improvement Team
  • Some best practices and pitfall to avoid

Venue & Fees

Date/Time: March 15, 05 (Tue) 9 am – 5 pm
Venue: Langham Hotel, TST, Kln., HK.
(MTR Exit C)
Fee Structure: HK$1,760 (members of HBC/Group Discount)
(if registered before Feb 28, 05)
  HK$2,200 (Normal fee)
*lunch, refreshment and training material included