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Improving Results Through Process Management

The Person who knows “how” will always have a job. The person who knows “why” will always be his boss.
Dianne Ravitch, Professor, Columbia University

As corporate budgets continue to tighten, an in-ward looking strategy is no longer sufficient. Instead, best practice organizations employ an out-ward looking strategy in conjunction with process improvement to drive results. This one-day practical workshop is specifically designed to provide participants with an understanding of process mapping and management and how to use this tool 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.

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
Sidney has worked, consulted and spoken on the topics of Quality, Customer Relationship Management, Leadership and Change Management for many 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 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 the HK Best Practice Awards.

  • 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 pitfall to avoid

Venue & Fees

Date/Time: March 16, 2006, 9.00 am – 5.00 pm
Venue: The Royal Pacific Hotel, TST, HK
Fees: HK$1,350 Early Bird (if register before Feb 27, 2006)
HK$1,850 Standard
HK$1,282.50 Group Discount (5 or more)