If your organisation is moving towards becoming customer-centric, it is important that the entire organisation understands the fundamentals of what it means to put the customer at the centre of everything you do. Business processes are the DNA of the organisation, and should be the driving force behind any customer centric strategy.

1. IQbusiness consulting | research | contracting
CEM@IQ
Certified Process Professional Training and Certification
Ensuring all team members understand what it means to be customer-centric
The CPP training takes the form of a practical workshop and covers a process based methodology focusing specifically on
Customer Experience Management. This highly interactive course is designed for those seeking professional skills in process
management, process improvement, process alignment and innovation.
If your organisation is moving towards becoming customer-centric, it is important that the entire organisation understands the
fundamentals of what it means to put the customer at the centre of everything you do. Business processes are the DNA of the
organisation, and should be the driving force behind any customer centric strategy.
Is the Course Accredited?
IQ Business has partnered with the BP
Group in South Africa to offer the CPP
Certification. The BP Group has been
certifying and accrediting individuals and
organisations since 1992. The BP Group
(not for profit organisation, established in
1992) is an international body with its
headquarters in the United Kingdom. It
offers the Certified Process Professional®
qualification through its Associates and
partner network. The awarding body,
Academy of Customer Experience (ACE),
the Process Management Institute (PMI)
and the BP Group issues an
Internationally Recognised Certificate.
www.iqbusiness.co.za
Depending on the organisation’s training needs, IQ can facilitate the
following levels of CPP Certification:
● Certified Process Professional
● Certified Process Professional Master
● Certified Process Professional Champion
The course is designed for those seeking professional skills in process
management, process improvement, process alignment and innovation:
- Uncover process improvement opportunities in just hours
- Delight your customers (making them your biggest advocates) through
Successful Customer Outcomes
- Innovate to compete, set the market trend and even dominate your industry
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.
What you receive
• Interactive workshop coached by Industry Leaders
• Certification is testing and competency-based: Ensuring you have the skills to deliver process improvement
• Online training package provides all the materials and testing post event
• Certified Process Professional Certification accredited by the BP Group
IQ Business Park
Third Avenue
Rivonia
Johannesburg
The Boulevard
2nd Floor Block C
Searle Street
Cape Town
For further information or to book,
please email cem@iqgroup.net
www.iqbusiness.co.za
+27 11 259 4000
Join our LinkedIn
group - CEM@IQ
Next course dates
Johanneburg
Venue: IQ Business Park
Certified Process Professional: July 2014, October 2014,
February 2015
Certified Process Professional Master: July 2014, October
2014, February 2015
Certified Process Professional Champion: To be
confirmed

2. IQbusiness consulting | research Certified Process Professional Course Breakdown | contracting
Certified Process Professional (2 days)
Level 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.
Level two - BPM Core fundamentals
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.
Certified Process Professional Master (5 Days)
Level one and two above, plus:
Level three - Advanced Business Process Management
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.
Level four - BPM and Performance Management
Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and
strategy maps, develop performance metrics for end-to-end processes, link processes to the enterprise business goals, establish the BPM
Scorecard and Strategy Map for the Organisation, integrate Performance Management with BPM to create sustained success, coach and
align people for performance and process management, establish a method to sustain continuous improvement.
Level five - BPM, Bridging the Gap - Business and Technology
Feature ‘bridging the business IT divide’ and integrating the sometimes disparate business functions into a cohesive ‘Outside-In’ delivery.
Determine the most effective programme, project and team structures to successfully implement Advanced BPM.
Certified Process Professional Champion (8 days)
Level one, two, three, four and five above, plus:
Level six – Enterprise BPM Strategy
Through several exemplar case studies, practical exercises, toolkit and template takeaways, learn to align the core business processes
with organisation Vision & Mission, understand the key metrics that create the Enterprise BPM deliverables, manage and mature the key
metrics to ensure success, ensure BPM is on the Top C Level suites radar, unify Enterprise BPM with Strategy explicitly and forever.
Connecting the dots… linking everything to process
Level seven – Enterprise BPM Leadership
Complimentary to Enterprise BPM Strategy we review the four key models of leadership for successful BPM, lead successfully through the
engagement and drive of key people and teams, get lasting results through positive change focused on process, operational and strategic
intent, optimize performance at the individual, team and corporate level, develop and build powerful BPM teams that deliver results and
exceed expectations, implement 21st century rewards structures to motivate and reinforce effective behaviours and on-going delivery
Level eight – Enterprise BPM Execution, Strategic and Operational Deployment
An Advanced BPM center of excellence (COE) is essential for organisations planning to adopt BPM across the enterprise. It has both a
Strategic and Operational intent and provides a governance mechanism as organisations adopt ABPM and Outside-In. The evolution from
functional/specialist (inside-out) to Enterprise wide and Customer Experience based processes (Outside-In) sees challenges in terms of
standardisation, scalability, performance and governance.
IQ Business Park
Third Avenue
Rivonia
Johannesburg
The Boulevard
2nd Floor Block C
Searle Street
Cape Town
For further information or to book,
please email cem@iqgroup.net
www.iqbusiness.co.za
+27 11 259 4000
Join our LinkedIn
group - CEM@IQ
www.iqbusiness.co.za
Ultimately the COE provides the means to mature the organisation beyond the
industrial/information age mindset and embrace Next practice approaches. Advanced
Organisations make real the mantra "The Customer Experience is the Process" and in
doing so outperform those still locked into a 20th century, top to bottom left to right
mindset.
This session provides the approach, means and method to implement and develop a
COE to ensure the enterprise is aligned and able to reap the benefits of Outside-In.