When most people think of business process design, thoughts go to complicated flow charts with multiple decision points that do not reflect the organization's reality and how it operates. We now realize business process design also includes moving with the customer along the entire customer journey and aligning the process with the available technology of the organization.  This course aims to provide the internal consultant with tools and frameworks to design and implement processes to improve organizational effectiveness.  

This course includes three sections:

• Section 1: Business Process Design and Improvement
• Section 2: Customer Experience Design
• Section 3: Process and Technology Alignment

Upon completion of this course you will be able to perform the following:

• The importance and impact of customer service focus (customer, client, stakeholder, consumer)
• The connection between trust building attributes and a service orientation on customer engagement and satisfaction