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Human Centric Process Analysis and Improvement

Author: Acuity Studio

Human-Centric Process Analysis and Improvement

The Human-Centric Process Analysis and Improvement online training course is a comprehensive educational experience that builds participant skills in analyzing, understanding and improving business processes.


The Human Centric Process Analysis and Improvement Course teaches how to use Moments of Truth and Hand-Offs to successfully analyze and improve business processes with the benefits of improving:

• Customer Satisfaction
• Operational Cost Savings
• Product / Process Quality
• Employee Morale


Course Overview

The course is on-demand training, allowing participants to study on their own time schedule and at their own pace.

It builds the skills of participants to analyze human centric processes and to identify, and evaluate, improvement opportunities.


Learning Experience

The learning experience teaches concepts with lectures, reinforces them with interactive knowledge building exercises, and then puts material into a real-world perspective with multiple  process application exercises.

1) Dual-Mode Lecture format

     - Audio-visual and Text

2) Interactive learning exercises to reinforce key concepts

3) Process exercises to build practical application skills

Course Outline

The course consists of 4 modules including:
1. Introduction
2. Moments of Truth
3. Hand-offs
4. Process Analysis and Improvement

The average time to complete the course is 4 hours.

Requirements

Skills / Experience:  No special experience or skill beyond basic computer skills are required.

Technical Requirements:  The technical requirements for the course are:

1. A computer or tablet with Flash version 8 support
2. Internet connection
3. Speakers or headphones

(if participant desires to listen to lectures)

Keywords: Process Analysis, Process Improvement, Business Process Management, Business Process Improvement, Business Process Analysis, Process Leadership, Moments of Truth, Hand-offs, Customer Satisfaction, Cost Savings, Process Quality, Employee Satisfaction, Human Centric Process Analysis And Improvement Course


  1. Introduction to Human-Centric Processes

    • People in Process

    • The Human Mind

    • Cognition Levels and Triggering

    • Barriers to Observation

    • Customer Process Perspective

    • Customer Point of View

    • Customer Process Experience

    • Role of People in Process

    • Designing and Improving Processes

    • Historical References

    • Outcomes, Efficiency and Quality



  2. Moments of Truth

    • Moments of Truth

    • MOTs Exist Everywhere

    • Eliminate Non-Essential MOTs

    • Reshape Process Thinking

    • Redefine Process Models

    • Identifying Moments of Truth

    • The Homeowner Claim Process

    • The Financial Aid Process



  3. Hand-offs

    • Hand-offs

    • Hand-offs in a Process

    • Types of Hand-offs

    • Hand-offs and Context

    • Eliminate Non-Essential Hand-offs

    • Identifying Hand-offs

    • Practical Application of Hand-offs

    • The Customer Query Process

    • The Approval Process



  4. Process Analysis and Improvement

    • Setting the Stage for Improvement

    • How it Works

    • Improvement by Design

    • The Improvement Activity

    • The Action Plan

    • The RV Insurance Process



Buy This Course

Price :

$150.00 ( Per License )

Visited: 2278 Times

Difficulty: Normal

# Licenses Discounted Price
1 $150.00
10 $120.00
25 $112.50
50 $105.00
100 $90.00
500 $75.00
500 $75.00

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