This course is designed to help SME business owners and managers gain the necessary skills necessary to improve operational efficiency and enhance customer experience. Participants will learn how to analyse and optimise their business processes through Strategic Process Simplification and Design Thinking. The course will introduce practical tools such as Process Mapping, 5 Whys, Fishbone Diagrams, and Customer Journey Mapping. These tools will support the identification of inefficiencies, eliminate bottlenecks, and streamline business functions, ultimately leading to improved performance and customer satisfaction.
At the end of the session, participants will be able to:
- Define a business process and recognise common inefficiencies in SME operations.
- Apply the principles of Strategic Process Simplification and Design Thinking to assess and redesign key processes.
- Apply practical tools such as Process Mapping, 5 Whys, Fishbone Diagrams, and Customer Journey Mapping to diagnose and address process issues.
- Differentiate between value added processes to focus efforts on high-impact improvements
Programme Outline
At the end of the session, participants will be able to:
- Define a business process and recognise common inefficiencies in SME operations.
- Apply the principles of Strategic Process Simplification and Design Thinking to assess and redesign key processes.
- Apply practical tools such as Process Mapping, 5 Whys, Fishbone Diagrams, and Customer Journey Mapping to diagnose and address process issues.
- Differentiate between value added processes to focus efforts on high-impact improvements.
Topic 1: Process Improvement Fundamentals
- What makes a process inefficient?
- Why process improvement matters for SMEs
- Crafting a clear and actionable problem statement
- Identifying signals that a process needs improvement
Topic 2: Process Improvement Methodologies – Strategic Process Simplification and Design Thinking
- Principles of Strategic Process Simplification: strategic intent, core processes, focussed outcomes
- Design Thinking: Empathise, Define, Ideate, Prototype, Test
- When to use each approach in SMEs
- Methodology selection: Customer-driven vs. Internal process-driven change
Topic 3: Toolkits for Process Improvement
- Common tools:
- Process Mapping
- Fishbone Diagram
- 5 Whys
- Customer Journey Map
- Tool selection guidance: diagnosing operational vs. customer experience problems
- Pros and cons of each tool
Topic 4: Embedding Process Innovation in SME Culture
- Shifting SME culture toward continuous improvement
- The leader’s role in reinforcing a problem-solving mindset
Training Methodology*
Workshop style with Practical SME Case Studies, Exercise and Discussion
Closing Date for Registration*
26 July 2025
Intended For
SME Business Owners, Business Leaders and SME Professionals
Schedule & Fees
Testimonial
Funding
No funding Available!
Programme Facilitator(s)
This course is designed to help SME business owners and managers gain the necessary skills necessary to improve operational efficiency and enhance customer experience. Participants will learn how to analyse and optimise their business processes through Strategic Process Simplification and Design Thinking. The course will introduce practical tools such as Process Mapping, 5 Whys, Fishbone Diagrams, and Customer Journey Mapping. These tools will support the identification of inefficiencies, eliminate bottlenecks, and streamline business functions, ultimately leading to improved performance and customer satisfaction.
At the end of the session, participants will be able to:
- Define a business process and recognise common inefficiencies in SME operations.
- Apply the principles of Strategic Process Simplification and Design Thinking to assess and redesign key processes.
- Apply practical tools such as Process Mapping, 5 Whys, Fishbone Diagrams, and Customer Journey Mapping to diagnose and address process issues.
- Differentiate between value added processes to focus efforts on high-impact improvements
Programme Outline
At the end of the session, participants will be able to:
- Define a business process and recognise common inefficiencies in SME operations.
- Apply the principles of Strategic Process Simplification and Design Thinking to assess and redesign key processes.
- Apply practical tools such as Process Mapping, 5 Whys, Fishbone Diagrams, and Customer Journey Mapping to diagnose and address process issues.
- Differentiate between value added processes to focus efforts on high-impact improvements.
Topic 1: Process Improvement Fundamentals
- What makes a process inefficient?
- Why process improvement matters for SMEs
- Crafting a clear and actionable problem statement
- Identifying signals that a process needs improvement
Topic 2: Process Improvement Methodologies – Strategic Process Simplification and Design Thinking
- Principles of Strategic Process Simplification: strategic intent, core processes, focussed outcomes
- Design Thinking: Empathise, Define, Ideate, Prototype, Test
- When to use each approach in SMEs
- Methodology selection: Customer-driven vs. Internal process-driven change
Topic 3: Toolkits for Process Improvement
- Common tools:
- Process Mapping
- Fishbone Diagram
- 5 Whys
- Customer Journey Map
- Tool selection guidance: diagnosing operational vs. customer experience problems
- Pros and cons of each tool
Topic 4: Embedding Process Innovation in SME Culture
- Shifting SME culture toward continuous improvement
- The leader’s role in reinforcing a problem-solving mindset
Training Methodology*
Workshop style with Practical SME Case Studies, Exercise and Discussion
Closing Date for Registration*
26 July 2025
Intended For
SME Business Owners, Business Leaders and SME Professionals
Programme Facilitator(s)
