Business process management
II. Business Process Management
A. Process vs. functional view
1. Process elements: Understand process components and boundaries.

2. Owners and stakeholders: Identify process owners, internal and external customers, and other stakeholders.

3. Project management and benefits: Understand the difference between managing projects and maximizing their benefits to the business.

4. Project measures: Establish key performance metrics and appropriate project documentation.

B. Voice of the customer
1. Identify customer: Segment customers as applicable to a particular project; list specific customers impacted by project within each segment; show how a project impacts internal and external customers; recognize the financial impact of customer loyalty.

2. Collect customer data: Use various methods to collect customer feedback (surveys, focus groups, interviews, observation, etc.) and understand the strengths and weaknesses of each approach; recognize the key elements that make surveys, interviews, and other feedback tools effective; review questions for integrity (bias, vagueness, etc.).

3. Analyze customer data: Use graphical, statistical, and qualitative tools to understand customer feedback.

4. Determine critical customer requirements: Translate customer feedback into strategic project focus areas using quality function deployment (QFD) or similar tools, and establish key project metrics that relate to the voice of the customer and yield process insights.

C. Business results
1. Process performance metrics: Calculate defects per unit (DPU), rolled throughput yield  (RTY), and defects per million opportunities (DPMO) sigma levels; understand how metrics  propagate upward and allocate downward; compare and contrast capability, complexity, and control; manage the use of sigma performance measures (e.g., cost of poor quality (COPQ), parts per million (PPM), DPMO, DPU, RTY) to drive enterprise decisions.

2. Benchmarking: Understand the importance of benchmarking.

3. Financial benefits: Understand and present financial measures and other benefits (soft and hard) of a project; understand and use basic financial models (e.g., net present value (NPV), return on investment (ROI)); describe, apply, evaluate, and interpret cost of quality concepts, including quality cost categories, data collection, reporting, etc.

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