Course Outline

• Reviewing and describing a process from start to end
  • from the first contact with client to end of process in back-office
• Defining key indicators to measure the process performance
  • how to define the most relevant indicators
  • how to measure these indicators, etc.
• Identifying areas for improvement on the process
  • how to identify these improvements
  • what to focus on
  • what to avoid, etc.
• Proposing recommendations to improve the process
  • what type of recommendations
  • how to write them
  • how to ensure operational recommendations, etc.
• Monitoring the improvements
  • which governance structure to monitor the process improvements
  • how often
  • which type of reporting, etc.