The Missing Link in Business Excellence: Process Management

The Missing Link in Business Excellence: Process Management

FREE 1-hour LIVE webinar

Date: 2 April 2025

Time: 12:00 – 13:00 CET

Most businesses focus on making their departments (or units or functions) efficient—but is that enough? A well-run department doesn’t guarantee a great customer experience. The real game-changer? Process Ownership!

In this short webinar we will uncover why businesses struggle despite high-performance teams! With simple, yet very powerful examples examined and analysed during the webinar, the short agenda will be:

1. Introduction & Objectives
   • Quick welcome and what participants will gain.
   • The big problem: Businesses focus on departments, not processes.
2. The Illusion of Efficiency
   • Scenario: Each department is efficient, yet the customer experience suffers.
   • Mini Case: A simple order process where Sales, Operations, and Support work well individually but fail as a system.
3. Case Study: The Broken Customer Journey
   • Walkthrough of a real-world example.
   • Can we identify gaps in the process?
   • Reveal the missing process owner and its impact.
4. Fixing the Issue: Practical Solutions
   • The role of process ownership.
   • Performance metrics that focus on the whole process, not just departments.
   • Simple, actionable steps for improvement.
5. Q&A Session

Trainers:

Tomasz Wrzesiewski – Project and Process Management Practitioner and EY Academy of Business trainer.

Next Step: 

Take the next step after the webinar and register for the Process Management – Excellence in Business course starting on 28 April 2025, where we delve deeper into the topics covered.