Business Process Management Competencies

A paraphrased overview of the ASQ black belt certification 'body of knowledge' requirements for 'business process management' is shown in Table 5.3, which covers the subject matter of the first left-hand side lower limb of the cause-and-effect diagram in Figure 5.1. Most of the topics are covered elsewhere in the book. Other aspects are discussed in this section.

Table 5.3: ASQ black belt body of knowledge: business process management
Business process management	Cognitive level
Process vs. functional view	Analysis
Process components and boundaries
Process owners, internal and external customers, stakeholders
Difference between managing processes and maximizing their benefits to the business
Key performance metrics and appropriate documentation
Voice of the customer
Identify different customers; how a project affects internal and external customers; financial impact of customer loyalty	Analysis
Various methods to collect customer feedback; strengths and weaknesses of each approach; key elements re-effectiveness	Application
Graphical, statistical and qualitative tools to analyse customer feedback	Analysis
Translation of critical customer requirements into strategic project areas using QFD or similar tools	Analysis
Business results
Use of process performance metrics (PPM, DPMO, DPU, RTY, COPQ) to drive business decisions	Analysis
Importance of benchmarking	Knowledge
Financial measures and benefits related to projects; financial models (e.g. NPV, ROI)	Application
Cost and categories of quality; collection, reporting	Application
QFD, quality function deployment; PPM, parts per million; DPMO, defects per million opportunities; DPU, defects per unit; RTY, rolled throughput yield; COPQ, cost of poor quality; NPV, nett present...

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Six Sigma: Continual Improvement for Businesses: A Practical Guide

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