Course Name

The Business Process Improvement Toolbox


November 20, 2020 - December 11, 2020

Schedule via Zoom: 
November 20, 27, December 4, & 11, 2020
6:00 - 9:30 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 identify, analyze, improve, and monitor the processes in which you work, thereby promoting efficient work flows that produce effective outputs.

This course covers the basics of process mapping at different levels of the organization and highlights the importance of managing and improving processes to achieve department and company goals, anchored on the voice of the customer (internal and external)

Who should attend
  • Team leaders, supervisors, managers

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

  1. Identify the process that your work is part of;
  2. Identify the suppliers, inputs, outputs, and customers of your process;
  3. Determine when to use the different types of process maps / flowcharts;
  4. Use an opportunity flowchart to identify unnecessary complexity, waste and bottlenecks in your own process; and
  5. Standardize and continuously monitor your improved process.

I. Introduction 

A. Process thinking versus Functional thinking

B. Overview: Process management and process improvement

II. Process Basics

A. High-level process mapping

III. Understanding Voice of Customer (VOC)

A. VOC and its link to process improvement

IV. Goal Statements

A. Process metrics, baselines and targets

B. Operational definitions

V. Detailed Process Mapping

A. Activity process maps

B. Deployment process maps

VI. Process Analysis

A. Critical examination

B. Waste analysis (identifying process wastes)

C. Time analysis (identifying bottlenecks)

VII. Standardization

A. Documentation

B. Training

VIII. Process Monitoring and Control

A. Process management charts to sustain the gains


Ms. Anamaria M. Mercado has over 15 years experience in the field of business development and management, particularly sales and marketing. She has handled products offered in retail consumer, office, and industrial markets, working initially as a sales representative and marketing analyst, and later as a business group head. She has worked with various customers and trade partners including distributors, dealers and retailers.

Over the last few years, Ms. Mercado has concentrated on full time training - facilitating courses in sales and its disciplines, customer service and Six Sigma.

Ms. Mercado has a degree in Business Economics and post graduate 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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