This 2-day course aims at introducing its attendees to the core values, principles, and practices of Business Process Improvement.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

By the end of this course, you will be able to:

Describe business process improvement (BPI) business drivers
Plan, manage and close requirements for a Business Process Improvement project
Understand the essential elements of a successful BPI initiative
Identify candidate business processes for improvement
Understand the essential elements of a successful BPI initiative
Identify candidate business processes for improvement
Apply a methodology to business process improvement projects.

  • Introduction - A Business Process Improvement (BPI) Overview

  • Why are we here today?
    What is BPI?
    Benefits of BPI
    Specific challenges/obstacles and successes
    Process improvement examples-
    Industry specific examples
    Famous debacles to avoid and successes to emulate
    Your role in helping to identify problems

  • Overview of the Joiner 7-Step Method

  • What is the Joiner 7-Step Method?
    Walkthrough of the Joiner 7-Step Method
    Template- Introduce and review Process Improvement Template
    Case Study Exercise- Read and discuss introduction to the Case Study

  • Step #1- Initiate the Project

  • Types of business problems typically encountered at insurance companies and banks
    How to recognize a business-related problem
    Identifying the gaps (delta between current and future states)
    Ownership of the project and the business problem
    Defining measurable success criteria
    Case Study Exercise- Complete the Problem Statement section (Step #1) of the template

  • Step #2- Define Current Situation

  • What are symptoms of a problem?
    Looking for symptoms of the problem
    Performing Stakeholder Analysis
    Technique- View a RACI Matrix
    Defining the impacts caused by the problem
    Technique- Business Process Modeling (As-Is)
    Understand how to draw an As-Is Business Process Model
    Case Study Exercise- Complete the Define Current Situation section (Step #2) of the template

  • Step #3- Identify Root Causes

  • What are root causes?
    Performing Root Cause Analysis
    Technique- Fishbone Diagram using the cafeteria example
    Case Study Exercise- Discuss a Fishbone Diagram
    Technique- Pareto Chart (discuss and show example)
    Case Study Exercise- Complete the Identify Root Causes section (Step #3) of the template

  • Step #4- Develop Solutions

  • Identifying options for problem resolution
    Avoid jumping to conclusions
    Technique- Brainstorming
    Case Study Exercise- Conduct a Brainstorming Session
    Recognizing pros and cons for each option
    Technique- Kempner-Tregoe ('Must-Have' vs. 'Nice-to-Have')
    Case Study Exercise- Determine best solution using a 'simple' Kempner-Tregoe model
    Case Study Exercise- Complete the Develop Solutions section (Step #4) of the template

  • Step #5- Define Measurable Results

  • Prototyping the solution
    Technique- Business Process Modeling (To-Be)
    Measuring results against the success criteria (Step #1)
    Case Study Exercise- Review changes to an As-Is Business Process Model
    Case Study Exercise- Complete the Define Measurable Results section (Step #5) of the template

  • Step #6- Standardize Process

  • Defining how the process will be documented
    Plan and understand organizational readiness
    Discuss how employees are empowered to identify and act upon their ideas
    Identifying follow-up needs (i.e., training) for the staff that will be impacted
    Technique- Communication Plan
    Case Study Exercise- Complete the Standardize Process section (Step #6) of the template

  • Step #7- Determine Future Plans

  • Monitoring the process for Continuous Process Improvement (The 'Plan-Do-Check-Act' Cycle)
    Understand how to sustain the improvements made by the Joiner 7-Step Method
    Technique- PDCA form
    Case Study Exercise- Complete the Determine Future Plans section (Step #7) of the template

  • Going Forward with a Plan of Action

  • Identifying process problems in your organization
    Individual Exercise- Name three (3) possible areas for improvement
    Prioritize and define the next steps
    Individual Exercise- Using a new template complete Step 2 & Step 3 for one possible area for improvement you have identified


This course is appropriate for Managers, Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, managers; supervisors, team leaders, and process operators.




No prerequisites - This course suitable for both novices and experienced people who need to manage and implement a Business Process Improvement (BPI) initiative. Having an understanding of project management and business processes is helpful and recommended.


Length: 2.0 days (16 hours)


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