1. Developments in Business process change

• Organisations as systems
• Value propositions and value chains
• Business Process Reengineering - use and misuse
• Workflow and packaged applications
• Quality and quality management
• The Capability Maturity Model
• Information Technology driven process change
• Mergers and acquisitions and their influence on process
  

2. Modelling organisations

• Traditional view of an organisation
• Modelling the external environment
• Organisation diagrams
• Value chains and core business processes
  

3. Modelling business processes

• Business events and business rules
• Business process modelling notation
• The 'As is' process diagram
  

4. Defining and performing tasks

• Analysing a specific task
• Compiling a task analysis worksheet
• Analysing the human performance required to perform the task
• Compiling a human performance analysis worksheet

5. Managing and measuring the business process

• The basis of measurement
• Functional versus process measures
• Six Sigma
• Role of the manager

6. Business process redesign

• Focusing business process redesign
• Process redesign patterns
• The reengineering pattern
• The simplification pattern
• The value-added pattern
• The gaps and disconnect pattern
• The package solution pattern
• The COULD process model
• The 'To be' process model

Implementing Business Process Change

• A Framework for process redesign
• Obstacles to Change
• A change implementation process