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Knowledge and skills gained

Phase I: Initiation

  • What is BPR? - A history and definitions
  • The characteristics of SPRINT and when to use it
  • Designing your SPRINT project
  • The importance of obtaining a mandate and how to go about getting it.
  • Why you need a Steering Group and how to set it up and keep it engaged
  • Establishing the BPR Team and how it differs from the Steering Group
  • Defining project drivers and an outline business case.
  • Identifying the scope of the project and establishing ‘SMART Terms of Reference’
  • SMART = Specific, Measurable, Achievable, Realistic, Time-bound.

Phase II: Understanding the Business Context

  • Understanding the current process in its business context from a Systems Thinking perspective
  • How to decide what should be measured and how to measure it
  • Techniques for identifying, interviewing and training stakeholders
  • Agreeing Business Goals and carrying out Critical Goal Analysis
  • Producing High Level Process Maps
  • Producing Detailed Process Maps - The Riva methodology, Role Activity Diagrams, etc
  • How to display process maps to the appropriate audience
  • Measuring current Service Performance Measuring satisfaction with the current process
  • Conducting a Best Practice Review (Benchmarking)
  • Identifying improvement opportunities Producing and delivering your Phase 2 Report


Phase III: Radical Process Redesign

  • Creatively exploring re-engineering opportunities
  • Devising the future process
  • Devising the future roles and responsibilities
  • Identifying future ICT Support
  • Developing the Business Case for Proposals
  • Devising front and back office protocols
  • Considering the implications of different delivery channels
  • Undertaking efficiency reviews
  • Producing the end of phase report
  • Undertaking peer reviews

 

Phase IV: Change Implementation

  • Understanding the project management environment
  • Understanding the organisation’s capacity for change
  • Understanding the 9 point Change Capability Matrix
  • The Business Case
  • The Communications Plan
  • The Sponsor
  • The Change Team
  • Continuous Improvement
  • Project Management Method
  • Empowerment and Involvement
  • Institutionalisers
  • Results Planning
  • Identifying the qualities of the Learning Organisation