Live Webinar – June 12th, 2012 11:00 am – 12:00 pm EDT
Duration: 1 Hour Credits: 1 PDU Category C- Free PDU
Sponsored by: PEX – The Process Excellence Network

Reduce the “friction” between process steps

Traditionally, process improvement focuses on the “macro” process steps – the main tasks and activities in a business that span people and departments. Yet often the real drag on performance can found in between the main steps, – the “micro” or hidden processes – where manual work and inefficient or poorly integrated applications slow people down.

These in-between steps create friction and drags on our productivity but are often overlooked in traditional process improvement projects because they’re considered too small or insignificant to merit the effort. But when multiplied across your employees they have dramatic productivity/efficiency implications for your business.

This webinar will explore a different approach to continuous process improvement that focuses on reducing this friction in between process steps to achieve dramatic improvements in overall process efficiency.

Join this webinar to:

1. Understand the impact that these “in between” or minor process steps can have on overall process performance
2. Identify a checklist of common cross-process tasks that are the most frequent causes of productivity drag and explore easy to replicate ways of eliminating them
3. Hear about a new approach to swim lane process mapping that focuses on the applications, services and data sources and how you can put it to work to improve productivity in your organization
4. Look at new options for performance monitoring with cross-platform measurement of worker activity that delivers insights with dramatic business impact

Presenter: Raun Kilgo (LinkedIn profile) Director of Process Improvement OpenSpan is a Lean Six Sigma Black Belt with extensive experience in front-office and back-office operations. He has been in management and executive roles in leading communications and contact center companies for two decades, with senior roles at AT&T, GE, Premier Global and Aspect Software. Kilgo has advised OpenSpan customers on operational efficiency and process excellence in the front and back-office operations of Global 2000 companies on four continents, impacting hundreds of thousands of workers.

PDU Category C documentation details:

Process Groups: Planning, Monitoring & Controlling

Knowledge Areas: 4 – Integration 5 – Scope 6 – Time 7 – Cost

• 4.4 Monitor and Control Project Work
• 5.5 Control Scope
• 6.6 Control Schedule
• 7.3 Control Costs

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

Click to register for Reducing the Real Drag on Process Improvement: A New Approach to Swim Lane Mapping