Service Improvement through Business Process Redesign – Reengineering work streams to align process, products and people with customer needs



    Course Abstract

    This five day course will develop the skills of those considering business process reengineering, those working with consultants carrying out a major review of services, and those whose business area is subject to organisational review.

    “ The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary modern measures of performance such as, cost, quality, service and speed.”

    Re-engineering the corporation, Michael Hammer and James Champy, Nicholas Brealey, 1993, p32

    A series of very practical and engaging workshops and exercises will lead participants through the jargon and into the detail of how to carry out the reengineering process, providing a thorough insight into how this approach can help with performance, organisational structure and efficiency. The course will review the scientific and management basis for this approach to systems improvement and will provide a number of skills to help in the design of simple processes, ensuring the fit between the Organisational goals, customer needs and the capabilities of staff.

    Structured approaches to even simple business improvements can lead to significant efficiencies and improvements in quality. An understanding of how this can help is invaluable to all leaders and managers and particularly those involved in the business design, quality management or performance areas of leadership.


    BPR model

    Aims and Objectives

    Participants will develop an understanding of the approaches used to reengineer business processes and how this can help them in their everyday roles to improve efficiency, quality and output performance.

    By the end of the course students will be able to:

    1. Define the basic concepts of Business Process Reengineering
    2. Determine the scope of the related administrative processes that support change
    3. Re-design administrative processes to ensure change takes place
    4. Prepare and design flow charts which illustrate the progress of the administrative processes
    5. Analyse the barriers to change for Business Process Reengineering in an operational context








    Service improvement timetable 5 day.emf

    • 25 SEATS

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