Process Design

Onsite at client facility

Licensed from Hammer & Company

A comprehensive, four-day Hammer Certification class on business process redesign. Projects aiming for operational excellence require more than Lean, Six Sigma, or IT. They need a case for action, a committed sponsor, a dedicated team, and effective governance. This course covers the principles, methods, and skills required. Part 1 topics include team mobilization and proceess diagnosis. Part 2 covers process design and implementation. Course attendees will learn how to:

  • Plan and execute a program of process redesign
  • Develop an enterprise process model
  • Create high-performance process designs
  • Staff a process redesign effort
  • Architect and execute new process implementation
  • Recognize and interpret resistance to change
  • Overcome resistance with a range of tools
  • Design and implement an effective communication program
  • Realize the business benefits of new process designs

Individuals who complete both parts of this course will receive a Certificate of Reengineering Expertise.



Duration: 4 days: Part 1 (2 days) and Part 2 (2 days)
Location: Onsite at client facility
Date: Set according to client calendar


Individual: $4000 per person, 6 person minimum ($2400 per person for Part 1 or Part 2 only)
Group: $3600 per person, 7-15 participants ($2000 per person for Part 1 or Part 2 only)
Government: 10% discount

We offer a customized version of this training for larger groups. Contact us by email, to discuss specifics.

PART ONE (2 days)

Understanding Process and Process Redesign

The concepts of business processes • Value-adding versus non-value-adding work • Using processes to reduce costs and cycle time, become easy-to-do-business-with, and add more customer value • The process approach to performance improvement • A four-phase model for implementation.

Mobilizing for Process

Creating a model of a business enterprise in terms of its processes: core, infrastructure, and enabling processes • Examples of effective and ineffective models • The role of the leader, catalyst, and process owner • Organizing and staffing a process design effort • Team composition and skill requirements • Techniques for effective team building.

Process Diagnosis

Capturing the information needed before undertaking a design effort • Developing an understanding of customer needs • Understanding and identifying the weakness in the existing design • Setting targets for process performance • An exercise in process diagnosis.

Techniques for Business Process Design

Structured techniques for devising high-performance process designs • Organizing work to minimize non-value–adding activity • The 15 patterns of high-performance process designs • Recognizing assumptions underlying process designs • The role of IT in process redesign and implementation • A facilitated exercise in business process redesign, allowing participants to apply new tools and techniques to an existing process.

PART TWO (2 days)

New Process Implementation

Turning a new process design into a reality • The concepts of release, laboratory, pilot, and rollout • Achieving implementation coordination • Designing the implementation roadmap • Program management for process transformation • Participants will create a rough implementation plan or roadmap for newly redesigned process.

The Challenge of Process Change

The impacts of process redesign on the people in an organization • Consequences for jobs, rewards, and culture • The unique complexities of multidimensional change • The emotional and intellectual origins of resistance to major change • A predictive model for anticipating the sources of resistance • Structuring and staffing the effort: roles and responsibilities • The critical issues of feedback and measurement.

The Communication Effort

Why most communication programs fail • Guidelines for success • Content development, media planning, and program design • Creating the environment and infrastructure needed to manage ongoing change • Implications for processes, people, and culture • Participants will create effective communication plans.

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