Business Process Management (BPM) Training

The programme

Programme overview

Modern organisations are under constant pressure to deliver services faster, reduce operational costs, improve quality, strengthen accountability, and respond quickly to stakeholder expectations. Whether operating in the public sector, private sector, NGOs, development agencies, or corporate environments, success depends on how well work is designed, executed, monitored, and continuously improved.

Business Process Management (BPM) provides a practical approach for understanding how work flows across people, departments, systems, and decision points. It helps organisations identify inefficiencies, remove bottlenecks, reduce duplication, improve controls, and standardise best practices.

This Business Process Management (BPM) Training equips participants with practical BPM tools and techniques to analyse current processes, redesign workflows, document procedures, introduce performance measures, and support continuous improvement. The course avoids unnecessary complexity and focuses on real workplace application, using templates, case studies, mapping exercises, and improvement labs.

Participants will learn how to align processes with organisational strategy, customer needs, compliance requirements, risk controls, and digital transformation priorities. By the end of the programme, participants will be able to design better processes, improve operational performance, and support sustainable change across their organisations.

Who should attend

Who is this programme for?

This course is suitable for:

• Business Analysts
• Continuous Improvement Practitioners
• Operations Managers
• Programme Managers
• Project Managers
• Public Sector Managers
• Service Delivery Managers
• NGO Coordinators
• Finance Officers and Managers
• Procurement and Supply Chain Professionals
• HR Managers and Administrators
• Compliance Officers
• Risk Officers
• IT and Digital Transformation Teams
• Customer Service Managers
• Quality Assurance Professionals
• Administrative Managers
• Team Leaders and Supervisors
• Professionals responsible for process improvement and operational excellence

Learning outcomes

What you will learn

By the end of this Business Process Management (BPM) Training, participants will be able to:

• Understand the principles, purpose, and value of Business Process Management.
• Identify, scope, and prioritise processes for improvement.
• Map business processes using practical and easy-to-understand tools.
• Analyse workflows to identify bottlenecks, waste, duplication, and control gaps.
• Redesign processes for improved speed, quality, compliance, and accountability.
• Develop clear Standard Operating Procedures, checklists, and process documents.
• Define process owners, responsibilities, review cycles, and governance structures.
• Use KPIs and dashboards to monitor process performance.
• Assess where technology, automation, and digital tools can add value.
• Embed risk, compliance, and internal controls into process design.
• Manage stakeholder engagement and support process change adoption.
• Build a continuous improvement culture within teams and departments.

Explore the programme

Detailed programme outline

Module 1: Understanding Business Process Management

• What Business Process Management is and why it matters.
• The role of BPM in improving performance, service delivery, and accountability.
• Understanding processes as end-to-end workflows.
• Difference between processes, functions, procedures, and tasks.
• How BPM supports strategy, customer service, compliance, and operational excellence.
• Common challenges that affect process performance.

Module 2: Identifying and Prioritising Key Processes

• Understanding core, support, and management processes.
• Selecting processes that have the highest improvement value.
• Defining process scope, boundaries, inputs, outputs, and customers.
• Identifying process owners and key stakeholders.
• Prioritising processes for quick wins and long-term improvement.
• Practical exercise: selecting priority processes for improvement.

Module 3: Practical Process Mapping Tools

• Introduction to process mapping and visual workflow design.
• Using flowcharts to show process steps clearly.
• Using SIPOC to define suppliers, inputs, process, outputs, and customers.
• Using swimlane diagrams to show roles, handovers, and accountability.
• Using value stream mapping to identify delays and waste.
• Practical exercise: mapping a current-state business process.

Module 4: Analysing Process Performance and Inefficiencies

• Identifying bottlenecks, delays, duplication, and rework.
• Understanding cycle time, waiting time, handover delays, and workload pressure.
• Identifying common forms of waste in business processes.
• Using simple data to understand process performance.
• Applying root cause analysis tools such as 5 Whys and fishbone diagrams.
• Practical exercise: diagnosing weaknesses in an existing process.

Module 5: Redesigning Better Business Processes

• Principles of process simplification and standardisation.
• Removing unnecessary steps and improving workflow logic.
• Designing clear roles, responsibilities, approvals, and escalation paths.
• Improving controls without slowing down delivery.
• Balancing workload and reducing process delays.
• Practical exercise: creating a future-state process map.

Module 6: Developing SOPs, Checklists and Process Documents

• Turning improved processes into usable Standard Operating Procedures.
• Key elements of a practical SOP.
• Developing process checklists, forms, templates, and work instructions.
• Managing version control, approvals, and document ownership.
• Ensuring SOPs are easy to understand and apply.
• Practical exercise: drafting a simple SOP for a selected process.

Module 7: Process Governance and Accountability

• Defining process ownership and responsibility.
• Establishing review cycles and governance structures.
• Role of managers, supervisors, process owners, and users.
• Process approval, escalation, and decision-making structures.
• Building accountability into day-to-day operations.
• Practical exercise: designing a process governance model.

Module 8: Measuring and Monitoring Process Performance

• Defining meaningful process KPIs.
• Measuring time, cost, quality, risk, compliance, and customer satisfaction.
• Understanding leading and lagging indicators.
• Using dashboards and reports to track improvement.
• Conducting performance reviews and action meetings.
• Practical exercise: developing a KPI scorecard for a target process.

Module 9: Digital Enablement and Process Automation

• Understanding the link between BPM and digital transformation.
• When to automate and when to simplify first.
• Using digital forms, workflow tools, approval systems, and dashboards.
• Understanding low-code, robotics, and workflow automation opportunities.
• Preparing business process requirements for IT teams or vendors.
• Practical exercise: identifying automation opportunities in a process.

Module 10: Risk, Compliance and Internal Controls in BPM

• Identifying process risks and control weaknesses.
• Embedding compliance into workflow design.
• Segregation of duties and approval controls.
• Audit trails, traceability, document retention, and accountability.
• Developing a risk-control matrix for business processes.
• Practical exercise: creating controls for a high-risk process.

Module 11: Managing Process Change and Stakeholder Buy-In

• Understanding why process changes often fail.
• Stakeholder analysis and engagement planning.
• Communicating process changes clearly.
• Training staff on new procedures and expectations.
• Managing resistance and reinforcing new behaviours.
• Practical exercise: preparing a process change communication plan.

Module 12: Continuous Improvement and BPM Sustainability

• Building a culture of continuous improvement.
• Using Kaizen, A3 thinking, and daily improvement routines.
• Encouraging staff suggestions and rapid problem-solving.
• Monitoring lessons learned and improvement actions.
• Scaling best practices across teams, branches, or departments.
• Practical exercise: developing a BPM improvement roadmap.

Learning approach

How you will learn

Our diverse instructional approaches ensure effective learning:

– Facilitator-led discussions

– Real workplace examples

– Case studies

– Group exercises

– Process mapping labs

– Root cause analysis activities

– SOP development exercises

– Process redesign workshops

– KPI and dashboard design activities -Action planning for workplace implementation

Discuss your requirements

Dates, duration & arrangements

Contact Ratomac to confirm dates, duration, delivery format, entry requirements and any applicable assessment or certification before booking.