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The Business Process Improvement Toolbox

Course Name The Business Process Improvement Toolbox
Schedule September 17, 2019 - September 18, 2019

Tuesday - Wednesday  

8:30 am - 4:30 pm

Price: Php 12,800

The Business Process Improvement Toolbox enables you to use process thinking to improve, monitor and control the processes in which you work. 

This course will include the basics of process mapping at different levels of the organization and will highlight the importance of managing and improving processes to achieve department and company goal, anchored on the voice of the customer (internal and external).


At the end of this course, the participants will be able to:

1. Describe the goals and benefits of

a.    process thinking

b.    process analysis

c.    process improvement

d.    process management

2.    Describe the levels of processes in an organization

3.    Describe the uses of process maps

4.    Construct and analyze:

a.    SIPOC Process Map

b.    Activity / Linear Process Map

c.    Deployment / Cross-Functional Process Map

d.    Opportunity Process Map

5.    Identify and operationally define Process Metrics

6.    Conduct a process mapping meeting

7.    Describe, identify, minimize and eliminate Process Waste

8.    Identify customer requirements of the process

9.    Describe how to quantify improvements made

Who should attend

The following will benefit most in this program:

* Managers and supervisors
* Quality officers and team members


I.   Introduction to Process Thinking

II.  Process Basics: High-level Process Mapping

a. What is a Process?

b. The SIPOC Analysis

III.  Voice of the Customer and its link to Process Improvement

IV.   Determining Process Metrics and Setting Goals

V.    Process Analysis

a. Detailed Process Mapping

                                         i.    Activity (Linear) Process Map

                                         ii.    Deployment (Cross-functional) Process Map

b.    Process Waste

                                          i.    Opportunity Process Map (determining Value Adding Steps and Non-Value Adding Steps)

c.    Process Complexities

                                          i.    Gaps and Bottlenecks

                                         ii.    Cycle Time

VI.          Standardization and Replication

VII.         Process Management & Excellence

a.    Process Management Charts

b.    Sustaining the Gains

Resource Speakers
Ms. Anamaria M. Mercado (Service Excellence)

is the Program Director of Six Sigma Certification Programs at the Ateneo Graduate School of Business - Center for Continuing Education. She is a certified Six Sigma Master Black Belt (MBB), receiving her certification after a five-week training session in the United States and a two-year full-time assignment as a Process Improvement Deployment Manager. Six Sigma is a process improvement methodology using process and statistical analysis.  As a Six Sigma MBB, she helped launch the process improvement initiative in her former company and managed multiple projects across the organization, improving process performance and customer satisfaction while delivering financial benefits.


She worked with a number of companies from various industries providing process improvement consulting services in training and coaching. She also has professional experience in sales and marketing management, as well as in training and development.


Ms. Mercado holds a Bachelor’s degree in Business Economics and postgraduate units in Professional Education from the University of the Philippines. She also has a Master’s degree in Business Administration from the Ateneo Graduate School of Business.