What is a process? In a business context, the term "process" refers to a collection of related activities used by an organisation to produce a service or product for its clients. Because these processes account for a significant portion of the costs involved in running a business, it is crucial that they be as effective and efficient as possible. Apart from the cost factor, those other drivers of business success – output quality and service – are also directly proportional to the effectiveness of the processes involved in creating that output.

Fully understanding the processes involved in large, constantly evolving organisations like GAC can be a major challenge for managers, but it is one that can be successfully met by learning the fundamentals of process analysis and design. By learning how to analyse, measure, control and improve the processes that underpin your business, you will not only learn how to more fully meet the needs of all GAC stakeholders, but you will also enhance your effectiveness as a manager.

Who this course is for:

This course is aimed at all personnel interested in enhancing their processes within the GAC Group.

What this course covers:

The course is delivered in two parts. The first part is a review of the fundamentals of Process Management and it covers:

• The concepts involved in Process Management – what it is, the benefits for companies that become process focused, the various stakeholders involved, the types of business processes that exist and the role of process owners.
• Structured methods to map and document current processes. This involves defining the purpose, scope, inputs, key activities, outputs and change deliverables of the process.
• Measurement of processes. This is used to show progress towards a goal, to provide justification for action or investment, to act as a basis for reward and recognition, to allow facts to reduce hearsay and emotion and to use as a basis for improvement.
• Auditing/reviewing of processes. This is a structured procedure that involves the entire process (not just one department), checks for effectiveness (not merely compliance), produces a report and requires follow-up.
• The next steps for GAC are discussed.

The second part of the course involves “Process Improvement”, and it covers:

• The concept of continual process improvement and how to decide when an organisation is ready to adopt such a system.
• The benefits of a structured, process-focused approach to problem-solving. Organisations using this approach avoid problems such as vague problem definition, arguing and time wasting, lack of follow through of solutions, customer dissatisfaction and unmet targets.
• A six-step procedure for identifying and improving problematical processes. The steps discussed are as follows: 

1. Define the problem. Using tools such as brainstorming, a solvable problem is clearly identified and agreed upon.
2. Assess the scope and the causes of the problem. Cause and effect diagrams, known as Fishbone diagrams, are used to visually define the problem and its root causes. These diagrams clarify the causes and ensure a common understanding.
3. Collect data and analyse causes. Measurement tools such as surveys, check sheets, record sheets, trend charts, run charts and histograms are used in this phase.
4. Select and analyse solutions. Tools are used to systematically select and prioritise solutions.
5. Implement, test and monitor. A plan is devised to link process measures back to corporate objectives and targets. Milestones, resources, training, responsibilities, actions, deadlines and accountabilities are agreed upon and documented.
6. Standardise and report. The solution is refined and standardised with respect to training, procedures and best practice. Improvements are documented. Regular reporting is carried out to demonstrate the progress being made and keep staff focused.

How this course will be taught:

Process Analysis and Design is conducted as a two-day, intensive workshop. Each day's program includes four group activities, which provides the opportunity for participants to put their newfound knowledge to practical use on real world scenarios.

Who to contact:

The course is open to all GAC employees. For further information, please contact Rehan Naeem, Business Development Manager – GAC Corporate Academy.