The Certified Process Professional (CPP) Program
...also termed "Advanced Business Process Management"
The CPP program delivers on its promise to uncover a wealth of unexplored improvement opportunities. Field proven in over 30 countries and across virtually every major market, practicing CPPs have a powerful story to tell.
"The next level in BPM is here. We're stuck in the so-called Third Wave, CEMM is the Fourth, Fifth and Sixth. As a BPM professional I have to say the CPP course stands well above the rest. The achievable results in applying something so elegantly simple yet so effective blows technically heavy methodologies out of the water. There is no need to spend massive effort in detailed measurements and graphs, or design complex architectures when we should be concentrating on doing the right things and CEMM leads the way and shows us how. The CPP course itself is well laid out and gives you the knowledge and toolkit to confidently go out and change the corporate world for the better."
Theo Priestley
Head of Business Process Management
BPM Consultancy
An Advanced BPM Approach or a Process Revolution
The Certified Process Professional program is the only CEMM certified program available anywhere. Focused specifically on eliminating the Causes of Work, bringing processes into tight alignment with their intended purpose and in the shaping of Successful Customer Outcomes with repeatable delivery, the Certified Process Professional program can augment anyone’s ability to produce value-added results in everything they do. It seems sometimes that the benefits from the CPP program are just too good to be true. Fortunately for all of us they are true. We've listed some of the problems people have told us they are using their CPP skills to solve on the right-hand side of the page. The list is impressive. But if the CEMM approach that the Certified Process Professional program is built on helps to eliminate the very causes of work and bring business into alignment with customers it makes sense that it would have this broad effect, doesn't it? Of course. As it turns out, many of our business issues are rooted in causes of work and only tangentially align to our customers.
Level One - Eliminating the Causes of Work
In CPP Level 1 the basic techniques for identifying the causes of work are used to determine where these causes exist in an existing process. CPP Level 1 uses existing process documentation - such as a Visio diagram, PowerPoint Chart, written documentation or anything else that is currently used to describe a process. Using a case study, participants identify the causes of work in the process. We call these causes of work Process Diagnostics at this stage of the technique. There are three Process Diagnostics that we use. They are Moments of Truth, Break Points and Business Rules.
Using Process Diagnostics to Uncover Causes of Work
Moments of Truth exist anywhere a person "touches" a process or a process "touches" a person. These are points of interaction with the customer of the process whether we planned for them to be so or not. Break Points are any hand-off that occurs in the process... any hand-off. Business Rules are things that control or shape the behavior of the process. They are both explicit and implied. The implied Business Rules do most of the "shaping" while explicit ones "control," but the line often blurs.
Challenging Causes of Work
With Process Diagnostics in place an interesting thing happens. The process is now being "viewed" through a different set of eyes, both from the experience of applying the diagnostics and the "shape" of the process that is now before us. This shift in focus lets us follow the steps for creating a simple Action Plan. The Action Plan requires a very limited amount of input but that resulting Action Plan tells a much bigger story. The Action Plan paints a very compelling and understandable picture. It's not hard at all to look at an Action Plan and see why Actions are needed and which ones are the best to do. The perspective taken by CEMM on a process is high-level enough to see the "big picture" without getting so high-level that it ends up "stuck in the clouds." It's the easiest picture to understand and it's by far the most intuitive for knowing what actions should be taken.
Benefits
The benefit commonly associated with a Level 1 Certified Process Professional is cost reduction. Because eliminating causes of work also reduces the probability of the process failing (Points of Failure - the other main process analytic in CEMM) actions taken improve Customer Satisfaction and (those combined) help to Increase Revenues. The benefits in order are: 1. Decreased Cost
2. Improved Customer Satisfaction
3. Increased Revenues
Level 2 - Bringing Processes into Alignment with the Customer
Every organization has a number of high-level, end-to-end processes, though most organizations don't document them. In fact, most organizations don't even formally acknowledge these processes as part of their management approach. But they should... What are these processes? They are the Customer Processes of the Organization Customer processes exist everywhere. They are each an end-to-end process that the Customer goes through whenever the Customer seeks to accomplish a particular thing with us. Whether it's buying something, asking a question, getting help, seeking information, updating information, and so on, anytime the customer interacts with the business there is a process behind that interaction. And when that "process" is documented through the customer's eyes it often exposes an interaction that is not focused on achieving a Successful Customer Outcome (what the customer wants), is often unreliable in its output (or outcome), and in many cases once we "see" the customer process is not something we would want to put our customers through - YET WE DO THIS TO OUR CUSTOMERS EVERY SINGLE DAY.
Identifying Customer Needs and Crafting Successful Customer Outcomes
Using another case study participants first craft an SCO for the process. This is done by building a "picture" of the influencing context that shapes what the SCO should be. With that context in place the Successful Customer Outcome is created as a set of actionable and measurable statements. This is accomplished by using the SCO Mind Map Technique. Key elements that help build the SCO picture in the Mind Map include identifying who the target customer is, what they currently expect, what "process" the customer is engaged in (from their point of view), how our business affects them and the actual SCO.
Simple Process Models that Uncover Big Improvement Opportunities
With the SCO in mind the high-level process model is created. This simple modeling technique is called the Process Activity List (PAL). In CPP Level 2 the PAL captures the experience of the customer in the model. The unique PAL modeling technique enables people to capture an overall picture of a process that is extremely easy to understand. When used in a team activity, the PAL technique also builds a common agreement on the high-level nature of the process.
Using Process Diagnostics to Uncover Causes of Work and process Points of Failure
As in CPP Level 1, Process Diagnostics (Moments of Truth, Break Points & Business Rules) are applied to the process - identifying both the causes of work and the process points of failure. The process Points of Failure measure assesses the likelihood (probability) that a process will not produce a consistent outcome or a reliable customer experience - the two things that most affect Customer Satisfaction. With causes of work this gives us the two key measures for improving Customer Satisfaction and reducing process cost (elimination of non value-added work).
Putting Process Risk into Perspective
What risk do we care about? Most organizations care very much about risk to the organization and take great pains to try and manage that risk. But what about the customer? Do we assess the "risk" of a process to the customer? This is rarely the case. In CPP Level 2 the risk to the organization and to the customer is determined for each Process Diagnostic that has been identified - and placed into the Risk Matrix. The completed Risk Matrix gives us an "at a glance" perspective of the degree of risk each Process Diagnostic represents.
The Transformation to Efficient Customer-Aligned Processes
CPP Level 2 uses the same Action Plan technique as CPP Level 1 only this time the context used to define actions is much different based on the customer-focused perspective that comes from the Level 2 techniques. With the SCO, the experience of the customer (captured in the PAL), and the Risk Assessment (quantifying the risk for both the customer and the organization) actions naturally take the form necessary to create an optimized, customer-aligned process.
Benefits
Actions stemming from CPP Level 2 have a very direct effect on all three of the big metrics (the triple-crown): Increased Revenues, Decreased Costs and Enhanced Customer Service. It's not hard to see this, as processes that deliver a desirable and predictable customer experience will increase customer loyalty, expand the customer relationship, reduce attrition, and increase word of mouth customer acquisition. Any process that achieves this goal will also be highly efficient. To deliver a desirable and predictable customer experience it has to be. So costs will significantly decrease as well. The benefits from CPP Level 2 in order are: 1. Enhanced Customer Service (satisfaction)
2. Increased Revenues
3. Decreased Costs
Level 3 - Innovation that Opens the Door to Market Growth and Market Differentiation
CPP Level 3 is a stand-alone technique targeted at identifying the landscape of possible forms a process could take for the purpose of using a process for strategic or competitive market initiatives. The innovation technique produces a range of "shapes" a customer process could take that cover a range of market results including: Improved, Competitive, Differentiating, Trendsetting and Radical. Innovation is high on the list of most corporate agendas, yet having a method for innovation that works reliably time and again remains elusive - until now. What does it take for innovation to "work?" While it may seem obvious, innovation works when we (people) are challenged to solve a problem or puzzle. In fact, "puzzle" is a better descriptor because consistent innovation only occurs when the "problem" we are faced with is a unique challenge for us. Consider this the "state of innovation." Only when we are "pushed" into the "state of innovation" can we consistently tap our ability to innovate. With Moments of Truth as the process diagnostic, the innovation technique in CPP Level 3 "challenges" us to address problems from isolated perspectives that consistently force us to move into the "state of innovation" in order to solve the "puzzle" we are presented with.
Benefits
The benefits of using the innovation technique range from gaining a new perspective on the process to driving key market initiatives for core products. The resulting "innovation landscape" can be used to make tactical decisions, strategic decisions, and strategic product master plans. 1. Identify opportunities for strategic market differentiation
2. Develop strategic master plans
3. Gain new insights into the process
Main Product Page - BPM Tear-sheet
Certified Process Professional Program
(Advanced BPM Training)
- CPP Open Courses- CPP Online Courses
- CPP Inhouse Courses
Toolkits
- MOT Toolkit- BP Toolkit
- BR Toolkit
- SCO Toolkit
- Innovation Toolkit
- Bridging the Gap Toolkit
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