Business Process and Change Management

Organisations invest in process improvement, restructuring and new systems, yet many initiatives fall short. Process teams focus on maps and technology while treating people as an afterthought. Change management starts late, as a communications exercise just before go-live. Benefits are claimed in the business case but never tracked. Governance is unclear, so decisions stall between departments. Staff see the change as something done to them, and within months the old workarounds return.

This programme treats process change and people change as one discipline. It moves through five stages: setting a process strategy and governance; analysing and redesigning processes; aligning technology, organisation and roles; leading the people side of change; and realising and sustaining the benefits.

Built on recognised practice. The programme references widely used frameworks, including the BPM CBOK from ABPMP, BPMN 2.0 from the Object Management Group, the process approach in ISO 9001, the Prosci ADKAR model, Kotter's model for leading change, William Bridges' transition model and established benefits management practice. Participants learn how to combine them in a practical way, not only what each says.

Decisions this programme improves. Which processes to prioritise for change; what governance and ownership a cross-functional process needs; whether to redesign incrementally or radically; how to sequence process, system and organisational changes; how much change management effort a change requires and where to focus it; and how to know whether benefits have been achieved.

How it is delivered. Twenty hours across five sessions, built around one running case: an organisation redesigning a customer-facing process alongside a new digital system and a restructured team. Participants prioritise processes, redesign the flow, assess change impact and readiness, build a sponsor and communication plan, handle resistance scenarios and set up a benefits tracking plan.

In-house option. For organisations, the programme can be tailored to your own transformation programme, process architecture and change methods, and delivered to leaders, process owners and change teams together so that everyone works to the same plan.

Who Should Attend

Business and IT leaders: executives and senior managers sponsoring process improvement or digital transformation

Process owners: heads of function and managers responsible for end-to-end processes

Transformation and excellence staff: transformation office, institutional excellence and strategy managers

Project managers: project and programme managers delivering process or system change

HR and change professionals: HR business partners, organisational development and change managers

Objectives

Develop a process strategy that links priority processes to organisational goals and stakeholder needs

Establish process ownership and governance structures for cross-functional processes

Analyse current processes and design improved future-state processes

Align technology, organisation structure, roles and facilities with the redesigned process

Assess change impact on each stakeholder group and the organisation's readiness for change

Apply the ADKAR model to diagnose where individuals are in the change and select interventions

Build sponsorship, communication and training plans that support adoption

Anticipate and manage resistance to change constructively

Define, track and report benefits from process change

Put in place reinforcement mechanisms that sustain the new ways of working

Course Outline

Process Strategy and Governance

Business process management as a management discipline
Linking processes to strategy and stakeholder value
Process architecture and prioritisation of processes for change
Process ownership, governance and decision rights
Maturity assessment of process management capability
ISO 9001 process approach as a governance reference

Analysing and Redesigning Processes

Current-state analysis: mapping, measures and pain points
BPMN 2.0 for communicating process designs
Incremental improvement versus radical redesign
Lean principles and elimination of waste
Digital process design: workflow, automation and AI-assisted steps
Designing process performance measures

Aligning Technology, Organisation and Roles

Sequencing process, system and structure changes
Role design, responsibilities and RACI
Change impact assessment by stakeholder group
Policies, procedures and controls that support the new process
Pilots, phased roll-out and cut-over planning

Leading the People Side of Change

Why people resist change and what they need
ADKAR: awareness, desire, knowledge, ability and reinforcement
Kotter's model and Bridges' transition model in practice
Active sponsorship and the role of line managers
Communication and engagement planning
Managing resistance and difficult conversations
Cultural considerations when leading change

Realising and Sustaining the Benefits

Benefits identification, ownership and measurement
Adoption and usage measures
Reinforcement: recognition, performance management and feedback
Continuous improvement after go-live
Lessons learned and building organisational change capability
Action plan: leading process change in your organisation

Competencies

Process strategy and prioritisation

Process ownership and governance

Process analysis and redesign

Alignment of technology, structure and roles

Change impact and readiness assessment

Application of the ADKAR model

Sponsorship and communication planning

Resistance management

Benefits realisation and sustainment

Prague

Explore professional training in Prague across Elite Academy’s full range of disciplines. The city’s position as a well-connected Central European capital offering an accessible professional setting makes it an attractive international setting for scheduled courses and programs arranged to your preferred topic and dates. Elite Academy can deliver its full range of professional training programs in Prague, Czechia. Because the city is a well-connected Central European capital offering an accessible professional setting, it provides a strong international environment for participants from organizations as well as individual professionals. The courses shown on this page represent the programs currently scheduled in Prague; they do not limit what can be delivered there. If your preferred course or date is not listed, you can request any program from our portfolio to be arranged in Prague, subject to scheduling and delivery requirements.