Sydney, Australia - Certified Process Professional series - Learn and experience the most practical and successful toolkit for process change



The Certified Process Professional (CPP) Program takes BPM Training to an entirely new level.
This premier WORKSHOP is designed for those seeking professional skills in process management, process improvement, process alignment and innovation. These are the Advanced BPM Methods and Techniques that Deliver!

  • Uncover Process Improvementopportunities in just hours
  • Identify Actions that willreduce process inefficiency by 30% to 60% within 90 days of deployment
  • Delight your Customers(making them your biggest advocates) through Successful Customer Outcomes
  • Innovate to compete, set themarket trend and even dominate your industry

The Certified Process Professional program builds your competency in delivering these essential benefits in literally everything you do. Unleashing the power of process in your organization today.

A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group ( networks ongoing research.  Download the brochure.

Senior executives, operating managers, process owners, resource managers, members of process design teams and program management offices, functional managers, key front-line personnel, and everyone else with a stake in getting the most out of business processes.

Course attendees will learn how to:

  • exploit process managementfor triple crown* benefits with sustained high performance
  • develop performance metricsfor end-to-end processes
  • link processes to enterprisebusiness goal
  • coach and align people forperformance and process management
  • improve business performanceimmediately (15-40% within 90 days) and
  • establish a method tosustain continuous improvement
    (annual improvements 15-20%)
  • achieve the tactical andstrategic payoffs of process

*triple crown = reducing costs, enhancing service and improving revenues at the same time


·         Hands-on instructor-led WORKSHOP by world recognized Coach

·         All Materials electronically (for your own internal use) and online support

·         SIX BPM Toolkits (comprehensive templates and resources) to ‘take away’

·         Certification as a Certified Process Professional (CPP) Levels 1 , 2 and 3 (practitioner, professional and master)

·         Membership in the world’s premier Process & Professional business club

·         Unique one to one telephone support (dedicated telephone number)

·         Simply the most ADVANCED TECHNIQUE for process improvement; typically producing extraordinary improvement results on processes in LESS THAN 90 DAYS

DAY ONE – Introduction to Business Process Management
Learn to Apply process diagnostics to existing processes, calculate causes of work and points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organisation to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady state improvements.

  • Apply process diagnostics toany existing process or service.
  • Understand and identifymoments of truth, breakpoints and business rules
  • Determine the magnitude ofthe points of failure performance factor and causes of work performancefactor of the process.
  • Calculate the points offailure causes of work performance factors then graph it on the maturityscales.
  • Identify actions that can betaken to improve the process.
  • Identify actions that willsignificantly reduce the process points of failure and causes of work ofthe process.
  • Identify actions that can becompleted in less than 90 days (often much less).
  • Analyze the benefits versuscost (resource/time/degree of change) for each action
  • Clearly identify “lowhanging fruit” – actions that require minimal investment versus return
  • Apply process diagnostics toa customer focused (SCO) process.
  • Determine the points offailure performance and causes of work performance process factors.
  • Conduct the risk assessmenton the business and customer including
  • Identify actions that can betaken to improve the process.
  • Review the varioustechniques and approaches to improving process (useful internalmaterials), and
  • Understand and apply theCustomer Expectation Management Method (CEMMethod) as an Advanced ProcessManagement approach  Download the brochure.


DAY TWO – Advanced BPM
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.

  1. Understand the concept ofSuccessful Customer Outcomes and review recent case studies of globalchampions.
  2. Define Successful CustomerOutcomes for any process, product or service.
  3. Create the 7 step actionplan for crafting Successful Customer Outcomes.
  4. Develop the SCO mind map forany process, product or service.
  5. Understand the substantivedifference between customer wants, desires and needs.
  6. Learn how to identifyclearly customer needs and expectations (even when the customer doesn’tknow it themselves)
  7. Understand Current andFuture State Process Models
  8. Develop a Current StateProcess Model – individual, team and enterprise wide.
  9. Utilise CPP Level One skills(learned on Day 1) in conjunction with the Customer Expectation ManagementMethod (CEMM) and the Advanced Process Management approach to analyse theCurrent State Model
  10.  Assess the Riskfactors (organisation and customer) identified in Current State Modelling
  11. Develop the Risk AssessmentProfile against a matrix of the 8 key factors that drive performanceimprovement
  12.  Prepare a RiskAssessment Profile that informs the Future State
  13.  Develop andsubstantiate an Action Plan to mitigate risks  Download the brochure.

DAY THREE – Advanced BPM
Understand and create the Process Innovation Landscape to completely redefine the way processes are operated. By alignment with Successful Customer Outcomes we will uncover the true potential of the process, and in doing so consolidate triple crown wins i.e. simultaneously reducing costs, improving revenue and enhancing service. Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and strategy maps.

  1. Use Moments of Truth tobuild the Innovation Landscape foundation
  2. Create the ProcessInnovation Landscape that can be used to support Strategic Goals
  3. Uncover the untappedpotential of the process to create market differentiation and marketleadership.
  4. Find the natural form of theprocess within the process
  5. Create the StrategicLandscape of the process
  6. Use the Strategic andProcess Innovation Landscape to:
    • Identify the best TacticalAction that can be taken on a process
    • Identify a Process Roadmapthat takes us to a Market Leading position over time.
    • To leap the competition ina single bound (Superman Innovation)
    • Develop the principles tobuild an ongoing competitive Market Leader process profile thatcontinuously resets the “market expectation.”
  7.  Create a Future StateLandscape
  8.  Quantify businessbenefits of the Future State (typically double digit improvements tocosts, productivity, revenues and service within 90 days)
  9. Prepare the means tointegrate CEMM and Advanced Process Management into the Strategic andOperational objectives of the organisation.
  10. Compile the Plan ofExecution  Download the brochure.

"I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises."
Director Quality Management Group, 3i Infotech Ltd., India

 "Exceptional and life transforming. This training should be on every corporate agenda"
CIO Pharmaceutical, Florida

"Simple and different concepts which is path breaking and easy to understand and deploy" Director Business Consulting, Chennai

"Excellent - he is a very good leader"
Senior Quality Analyst, AEC, Saudi Arabia

"I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience."
Director, H&R Block, USA

"I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the whole process diagnostics suddenly clicked into place. I remember you saying that once you grasp this then you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our team.
Senior Analyst, Investment Bank, London

“Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions I was able to have immediate impact on my organization. Steve is a very sharp, personable, interesting individual, and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general.”
Mark Barnett , Director of Global Process Practice , ACN, Inc.

“Steve is an inspiring global thought leader in the Business Process Management (BPM) space. He is a creative visionary, working on the edge of breakthrough business change."
Kenneth Mortimer, Principal , MBA & Associates Ltd

"Having had a chance to read through all of the delegate feedback forms in full it has become apparent that your workshops in particular were amongst the most well regarded, so thank you once more."
VP EMEA GDS International

"I took BPM training back in December, and Steve Towers was the instructor. The training was simply fantastic, because Steve has that rare ability to connect with his trainees. Not only did I walk away from the training with a new perspective on Business Process Management, but I walked away with an invaluable analysis tool."
Senior Systems Analyst, Barclays Bank

"We have collated the scores from the event and you came out as the most highly regarded."
Conference Producer, IIR International

“You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.”
Director - Process Management

“Steve is a true guru and mentor in the field of Business Process Management. What I've learnt from Steve and The BP Group in a short space of time has greatly benefited my understanding of advanced process management. Always accessible for advice, always campaigning to change how organisations view how they operate, Steve is a real asset to the BPM community and long may it continue.”
Theo Priestley , Head of Business Process Management , Psingularity


Name Sales End Price
Certified Process Professional - Levels 1, 2 and 3 Ended $1800

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