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Achieving Dramatic Performance Improvement with Process Mapping

Who Should Attend?

Operational Managers IT Professionals, Senior Line Managers, Training Managers, Organizational Developers, or professionals planning to apply process improvement as a

Your Facilitator - Kiron Chatterjee

Whether working in or running a company, the vast majority of Kiron’s Chatterjee work has been project and process based both as part of a project team or leading the team.

He has 30 solid years of Hong Kong based Best Practice experience in Information Technology, Telecommunications and Change Management. He has been Head of IT for the Airport Authority – voted one of the 10 largest projects of the 20th century and consistently voted the world’s best. He has worked at the business end as a CEO (for Asia Online) and Consultant (for Price Waterhouse Consultants as well as his own company). His background includes working for respected Hong Kong and International companies such as the Hutchison, the Jardine Groups and PCCW. He has a deep understanding of how industries work including government, utilities, retailing, trading and light manufacturing, transportation (container ports, airports) and construction. This has given him a unique understanding of the business value chain and operational processes plus a proven ability to build, lead and motivate teams.


Process mapping is a technique that looks at a core business process to identify the issues associated with its performance and to determine how process functions interrelate with one another so that efficiency and service improvements can be implemented. As a best practice, it focuses teams on the internal and external customer. 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 teams. The day will include case studies, interactive sessions and hands on activities.

  • Introduction 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 pitfalls to avoid

Venue & Fees

Date/Time: Oct 25, 2005 (Tue) 9 am – 5 pm

9/F., Pacific II, Royal Pacific Hotel & Towers, 33 Canton Rd. TST, Kln., H.K.

Fee Structure: HK$1,760 (members of HBC/Group Discount)
(if registered before Oct 4, 05)
  HK$2,200 (Normal fee)
* Fees : lunch, refreshment and training material included