5. Improving Business Services and Processes

In course 5, ‘Improving Business Services and Processes’, the objectives include:

• Examining the organization as a process-based structure
• Exploring the business process hierarchy and techniques applied at the enterprise level. This includes:
  • the traditional functional structure
  • the enterprise level process
  • SIPOC as a high level context diagram
  • Porter’s value chain and support of the organization’s value proposition

• Exploring aspects at the event-response level
  • business events as a trigger for process activities and tasks
  • benefits of process models

• Understanding the actor-response level process
  • UML activity models and swim-lane diagrams as a technique to understanding and improving processes
  • analyzing the ‘as is’ process at the activity and task at the actor-response level
  • exploring generic process-improvement techniques
  • mapping the customer-journey