The Certified Process Professional Masters course is facilitated over 6 x half-day sessions delivered in a virtual classroom-style engagement via MS Teams and Miro. Whether you are already CPP (Professional level) certified or have not yet been exposed to this programme, this exclusive virtual programme encompasses theoretical and practical training in customer centricity concepts and the CEMMethod™ for customer experience improvement.
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• Develop an understanding of Outside-In thinking the define the scope of the process from a customer perspective. • Distil the Successful Customer Outcome. • Have an understanding of the history of Business Process Management. • Understand the relationship between Business Process and Customer Experience. Day 3: Customer Experience Design Techniques. • Learn the method for rapid current state process mapping, and performing the key process diagnostics for customer centric improvement. • Learn how to design a future-state process that will improve service, increase revenue and reduce operating costs, and determine the action plan to get there.
• Two dedicated facilitators with practical experience and knowledge • Simulation of a relatable case study as part of the practical exercises • Exercises exported post-training for your own reference • Live collaboration on a virtual whiteboard • Active participation in virtual teams • Local and international case studies PLUS: Two free coaching hours per participant post-training (valid for 8 weeks after the end date of the course) Attendees will attain the globally recognised Certified Process Professional level and/or Masters level certification through the BP Group.
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