Process Redesign

October 16, 2017 - 8:30am - October 19, 2017 - 3:00pm
One Boston Place, 26th Floor, Boston MA

Licensed from Hammer & Company

A comprehensive, 4-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. Topics include mobilization, redesign, and successful project trajectories.

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


Location: Boston Offices, One Boston Place, Boston MA
Check-in: 8:30 am on Day 1
Course Hours: 8:30 am to 4:30 pm (3:00 pm on Day 4)
Lodging: Rooms are available at nearby hotels
   Omni Parker House, Hilton Downtown, Langham (5 min walk)
   Yotel, Park Plaza, Bricco, Harborside, Holiday Inn Express (5 min cab)

Offered at your location for teams of 6 or more. Call us at 617.245.0265 or email


$3990 includes:

  • Downloadable, electronic course materials
  • Breakfast, lunch and snacks



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.


Process Implementation and Adoption

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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