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Process Management Training Session
Transcript of Process Management Training Session
Experience Session ??
Identify What you see
1. To satisfy our clients
2. To enhance services / products
3. To improve quality
4. To do things more efficiently
5. To change and increase our margins
6. To increase our market share
7. To update and reflect reality in performing a process
Utilize internal resources
What is the following?
Are these processes / Flow charts / graphical representations ??
What are they?
(2 Min. Activity 1)
It's a process map
A Process may be
represented by a
A process contains
steps within it.
It's a graphical representation
It's not a Process &
can't be represented
by a flow chart as
there is no flow, no
steps within it.
What's the difference?
So, today we will learn to process map
A process will
In Process Mapping you either
Sample of a Process Map
Most Common Symbols
Lets Try it out !!
Please read Activity Two, Page seven
Adopting Horizontal Swim Lane
1. Process structured
2. Stakeholders are
on the left of the map
20 Minutes Activity
Give your process a name.
Use Symbols provided for the exercise
Identify Stakeholders (Vertically/ Left)
A step is described using a
AS Is Process Needs improvement
John customers feedback are not captured in his process.
IT Team provides progress reports to John only and his feedback is not taken neither his managers feedback.
Customers do not know about the customers websites new features. and many of them moved to ETISALAT.
We are here to Help John
Please look at the website review process.
"John needs our help him properly capture his customers feedback and prevent him loosing them."
Identify areas of improvements
Map them in the process you had developed earlier
Team Activity 3
Areas of improvement
Questions to be asked:
Why is he not not documenting his customer feedback?
Why IT is not seeking John or his manager feedback on the progress reports?
Why is john not announcing the launch of the new website to his customers?
Why is he not ensuring documention of continous improvement to the website services and features?
So always remember that continuous improvement is essential
Level of detail required
You have to analyze and look for areas of improvements
To Report the inventory
No. of process maps developed / to be developed
Contact us for implementation
Developing a Process Map
Processes could be contained in:
Masters in Project Mgt.
Bachelors in Information Mgt.
Leadership Program - Sheikh Mohd.
Experience: 8 Years Overall
ENOC (5.5 Years)
Ministry of Education (2.5 Years)
Process Management, Strategy, Procurement, Project Management