Course Name

The Business Process Improvement Toolbox


March 15, 2023 - March 23, 2023

Schedule via Zoom:

March 15-16, 22-23, 2023

Wednesday - Thursday

1:00 - 5:00 PM 


Regular Rate:

Php 11,000

Early Eagle Rate:

Php 10,000

Valid Until:

March 12, 2023

The Business Process Improvement Toolbox


The Business Process Improvement Toolbox enables you to use process thinking to identify, analyze, improve, and monitor the processes in which you work, thereby promoting efficient work flows that produce effective outputs.

This course covers the basics of process mapping at different levels of the organization and highlights the importance of managing and improving processes to achieve department and company goals, anchored on the voice of the customer (internal and external).

Who should attend

Team leaders, supervisors, managers


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.

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