Course Name

The Business Process Improvement Toolbox


November 20, 2020 - November 28, 2020

Schedule via Zoom:
November 20-21 & 27-28, 2020 
6:00 PM - 9:30 PM
1:00 PM - 5:00 PM

Regular Rate:

Php 11,000

Early Eagle Rate:

Php 10,000

Valid Until:

November 06, 2020

The Business Process Improvement Toolbox


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).

Who should attend

The following will benefit most in this program:

  • Managers and supervisors 
  • Quality officers and team members

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

  1. Describe the goals and benefits of
    • process thinking
    • process analysis
    • process improvement
    • process management
  2. Describe the levels of processes in an organization
  3. Describe the uses of process maps
  4. Construct and analyze:
    • SIPOC Process Map
    • Activity / Linear Process Map
    • Deployment / Cross-Functional Process Map
    • 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
  • Introduction to Process Thinking
  • Process Basics: High-level Process Mapping
    • What is a Process?
    • The SIPOC Analysis
  • Voice of the Customer and its link to Process Improvement
  • Determining Process Metrics and Setting Goals
  • Process Analysis
    • Detailed Process Mapping
      • Activity (Linear) Process Map
      • Deployment (Cross-functional) Process Map
    • Process Waste
      • Opportunity Process Map (determining Value Adding Steps and Non-Value Adding Steps)
    • Process Complexities
      • Gaps and Bottlenecks
      • Cycle Time
  • Standardization and Replication
  • Process Management & Excellence
    • Process Management Charts
    • Sustaining the Gains

Ms. Anamaria M. Mercado 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.

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