Course Outline

  • Reviewing and describing a process from start to end
    • from the first contact with client to end of process in back-office
  • Defining key indicators to measure the process performance
    • how to define the most relevant indicators
    • how to measure these indicators, etc.
  • Identifying areas for improvement on the process
    • how to identify these improvements
    • what to focus on
    • what to avoid, etc.
  • Proposing recommendations to improve the process
    • what type of recommendations
    • how to write them
    • how to ensure operational recommendations, etc.
  • Monitoring the improvements
    • which governance structure to monitor the process improvements
    • how often
    • which type of reporting, etc.
 21 Hours

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