Achieving Dramatic
Performance Improvement with Process Mapping - A One Day Seminar
Process mapping is a technique
that look at a core business process to identify the issue associated
with its performance and to determine the 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. |
Date: |
March 25, 2004 |
Time: |
9:00am-5:00pm |
Venue: |
38/F.,
World Trade Centre Club, World Trade Centre, 280 Gloucester
Road, Causeway Bay, HK. |
Fee: |
HK$1,850 (inclusive
of lunch & workshop materials) |
HBC member/Group Discount Fee: |
HK$1,350
(if registered before Mar 11) |
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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. |
Agenda |
- 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
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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 the HK
Best Practice Awards.
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