Effective customer servicing is the goal of Business Process Management, a new training program being offered by Six Sigma Qualtec, an Arizona-based consultancy. SSQ says that the program is intended to address enterprise-wide concerns from customer initiation to post-sales satisfaction, as well as enable companies to move away from segmented work practices, or "functional silos," and towards a holistic approach to their business.
"One of the biggest hurdles from a technology standpoint is that everything is on one technology plate," explains Zachery Brice, a managing partner at SSQ. "How do you prioritize and get the biggest bang for your buck, as far as automation goes? Many companies automate a process and don't look at whether it will be a value-add because they don't understand processes."
"After six-sigma deployment, companies were discovering that they were implementing programs, but not maintaining results," adds Lynn Monkelien, a program director at SSQ. "These programs allow them to measure the process, and focus on what they need to be focusing on."
The program consists of three training courses, each geared at accomplishing a different goal for the company. The first course, BPM Strategic Planning, trains attendees to align their business processes with customer satisfaction. Second, BPM Process Owner is a course designed for managers with business-process and decision-making authority. Finally, BPM Process Team Member educates individuals on how to better participate in the business-management process.
The training sessions range from 10-20 participants in classes that range in length from one to five days and cost between $10,000 and $15,000 each, depending on the particular course. - JP