Certificate in process management
Learn. Engage. Accelerate.
This program gives you the skills you need to manage processes effectively by aligning your processes to your organization’s strategic goals, designing and implementing process architectures, and establishing process measurement systems. Successful completion of all the modules plus a Process Impact Assignment will result in a Certificate in Process Management (CPM) from Excellence Canada.
Participants will learn to identify, map, analyze, measure, improve and optimize the processes that are strategically important to their organization (and use lots of Sticky Notes – either virtually or in person).
Upon completion of this certificate program, participants will be able to:
- Create a graphical representation showing the steps, activities and decisions involved in a process, at three-levels of detail (process maps)
- Analyze process maps for improvement opportunities
- Rectify and close quality gaps using root cause analysis
- Effectively use process tracking tools and flow charts
- Understand customer requirements and how these needs will be met by the organization
- Measure and improve the customer experience using Customer Journey Mapping
The certificate will benefit process improvement specialists, customer service managers and supervisors, business analysts, project and process managers.
This certificate will benefit process improvement specialists, customer service managers and supervisors, business analysts, project and process managers.
During the program, candidates will complete 7 modules that relate to the Process driver of the Excellence, Innovation and Wellness® Standard.
MGMT101 | PROC201 | PROC 103 | RCA 204 | PRO301 | PROC402 | BP210
Dr. Adam Stoehr
VP Educational Services
Adam Stoehr has overall responsibility for Excellence Canada’s educational services, including the development and deployment of training and certification. He is one of Excellence Canada’s primary facilitators and speakers. He researches and typically speaks about strategy, employee happiness, organizational excellence, customer experience, leadership, process improvement and all forms of quality management.
Adam has delivered talks for more than 25,000 adults and has conducted more than 20 Canada Awards for Excellence award verifications since 2000.
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Date
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Program Curriculum
There are 7 modules in the program:
The Certificate in Process Management is built on theme-based learning to create a highly engaging experience. You will be using lots of sticky notes and the sticky notes below give you a preview of the theme of that module. You will be equipped with the relevant knowledge needed to deal with manage processes and fix process problems at your organization. Throughout the entire program you will cover 25 different process improvement tools (numbered below).
Module 1: Introduction to Process Improvement
The theme of the Olympics and elite sports is used to explain Process Management and why it’s important to focus on it.
Learn:
- What is Process Excellence?
- Link between Process Management and Happiness
- Process Improvement Principles
- Cost of Poor Quality
- Pathway to Process improvement
- Define the elements of process improvement.
Full Course description:
Module 2: Current State Process Mapping
Themes of paper airplanes, chicken nuggets, and trees are used to explain current state process mapping.
Process Management Tools you will learn:
- Level 1 process maps
- Level 2 process maps
- Level 3 process maps
- Key Process Identification tool
- SIPOC (Input and Output Analysis)
Full Course description: https://excellence.ca/current-state-process-mapping/
Module 3: Measuring Key Processes and the Customer Experience
Process Management Tools you will learn:
- Who is the Customer? Template
- KPI Worksheet
- Measure Identification Template (Outcome, Perception, Descriptive)
- Customer Experience Mapping
- Customer Experience Measurement
Full Course description: https://excellence.ca/measuring-key-processes-and-the-customer-experience/
Module 4: Root Cause Analysis
Process Management Tools you will learn:
- Fishbone Diagram
- 5 Why Analysis
- Problem statement draft
- ‘Eliminate the cause’ template
Full Course description: https://excellence.ca/root-cause-analysis/
Module 5: Desired State Process Mapping
Process Management Tools you will learn:
- Process Map Analysis (Thought Starter Questions)
- Value Added vs. Non-Value Added - Process Efficiency calculations
- SWOT Analysis
- Desired State Mapping - Level 2
- Desired State Mapping - Level 3
Full Course description: https://excellence.ca/desired-and-future-state-process-mapping/
Module 6: Displaying Data and Decision Making
Process Management Tools you will learn:
- Bar Charts
- Pareto Charts
- Performance/importance matrix
- Scatter diagrams
- Run Charts
- Decision matrix
Full Course description: https://excellence.ca/displaying-data-and-decision-making/
Module 7: Best Practices in Process Management – Process Impact Assignment Presentations
It’s your turn… Throughout the CPM modules you learned 25 process tools. This final step to your CPM certification requires you to demonstrate how six tools (of your choosing) were effective in improving your own processes.
For each tool:
- show how you used it,
- what you learned from it,
- and how it improved the process.
This assignment must be submitted electronically after the completion of the modules so that we can see your application of process management tools and skills.
Full Course description: https://excellence.ca/best-practices-in-process-management/
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