The ONE DAY seminar to help participants with an understanding of process improvement and how to use process management to improve organizational effectiveness!

Process mapping is a technique that looks at core business processes to identify the issues associated with the performance and to determine the process functions interrelate with one another. This is a powerful tool for improving the overall results. This one-day practical workshop is designed to provide managers with an understanding of process mapping 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.

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 a process mapping roadmap 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 and organizational side of change Setting up a process mapping team Selecting process mapping software tool Some best practices and pitfalls to avoid

The Facilitator:

Sidney Yuen Sidney has worked, consulted and spoken on the topics of Quality, Customer Relationship Management, Leadership and Change Management for 20 years. He is CEO of HBC. Prior to this appointment, Sidney was Director of Customer Service & Quality at American Express and Head of the Change Management Practice at Andersen Business Consulting, Greater China. 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.

Venue & Fees Date/Time: 13 April, 2010, 9.00 am - 5.00 pm Venue: Marco Polo Prince Hotel, Tsim Sha Tsui Fees: HK$3,000 / Early Bird (if register before April 1, 2010) HK$3,400 / Standard note: Lunch, refreshment & training materials included

Please refer to our website for cancellation policy and registration terms and conditions. www.hbc.hk