Objectives:

At the end of this program, you will be able to:

1. Identify the process that your work is part of;
2. Identify the suppliers, inputs, outputs, and customers of your process;
3. Determine when to use the different types of process maps / flowcharts;
4. Use an opportunity flowchart to identify unnecessary complexity, waste and bottlenecks in your own process; and
5. Standardize and continuously monitor your improved process

I. Introduction 
A. Process thinking versus Functional thinking
B. Overview: Process management and process improvement

II. Process Basics
A. High-level process mapping

III. Understanding Voice of Customer (VOC)
A. VOC and its link to process improvement

IV. Goal Statements
A. Process metrics, baselines and targets
B. Operational definitions

V. Detailed Process Mapping
A. Activity process maps
B. Deployment process maps

VI. Process Analysis
A. Critical examination
B. Waste analysis (identifying process wastes)
C. Time analysis (identifying bottlenecks)

VII. Standardization
A. Documentation
B. Training

VIII. Process Monitoring and Control
A. Process management charts to sustain the gains

Ms. Bim Mercado is a certified Six Sigma Master Black Belt and Lean Practitioner. She received her certification after six weeks of training in the US and a two-year full-time assignment as a Six Sigma Deployment Manager.  She is also the Program Director of Six Sigma Certification Programs at the Ateneo Graduate School - Center for Continuing Education.

As a Deployment Manager, she helped launch the continuous improvement initiative in her former company. She managed multiple projects across the organization, improving process performance and customer satisfaction while delivering financial benefits.

Further, she has professional experience in sales and marketing management, as well as in training and development. Over the years, Ms. Mercado has concentrated on providing training and coaching services to various clients across industries, particularly in the areas of business process improvement and service excellence.

Ms. Mercado has a degree in Business Economics and post-graduate units in Professional Education from the University of the Philippines. She also holds a Masters degree in Business Administration from the Ateneo Graduate School of Business.