Course Outline


In this course, you'll learn to model business processes as they are currently enacted, assess the quality of those business processes, and collaborate with the stakeholders to identify improvements.

The course begins by teaching you the roles and responsibilities of the business analyst and the process for analyzing business systems, including how to determine a business system's health. You will learn how to identify business processes that could become more streamlined. Master the process of communicating with stakeholders to understand their process needs as well as their perceptions of the problems. Using seven different modeling techniques, you'll explore different facets of the business process, identify the most effective solution to the process, and clearly define the future process state. Once a new process is defined, you'll learn how to convey those process changes to others, gain organizational support for making the changes, and plan for a successful change project.

Students pursuing professional development units must attend at least 90% of class time, participate in class exercises and section-knowledge checks, and score at least 70% on an end of-class, multiple-choice assessment.

What you'll learn in the class:
  • Determine the quality of a business process
  • Identify business processes that need to be analyzed and possibly improved
  • Define "business process analysis" and the responsibilities of the business analyst
  • Determine when a process action team (PAT) is called for
  • Charter and lead a process action team
  • Identify all of the stakeholders in a business process
  • Choose appropriate information gathering technique(s) for each type of stakeholder
  • Prepare for and perform information gathering activities
  • Provide feedback to stakeholders to verify and gain additional information
  • Define the goal of a business process
  • Determine how to measure the effectiveness of a business process
  • Use a variety of methods to model a business process and its data
  • Perform root-cause analysis of the problems with a business process
  • Enumerate options for improving a business process
  • Make a sound business case for improving a business process
  • Obtain stakeholder buy-in and sign-off
  • Plan a process improvement project
  • Analyze the results of a process improvement project
  • Perform the Deming bead experiment
  • Choose a business process to analyze
  • Complete a project mini-charter
  • Complete a stakeholder analysis
  • Identify information gathering methods for your project
  • Prepare to interview the stakeholder
  • Interview the stakeholder
  • Document the information gathered
  • Perform and document a GQM analysis of your process
  • Prepare for a follow-up meeting with the stakeholder
  • Hold a follow-up meeting with the stakeholder
  • Update information about the process
  • Use the ETVX process definition paradigm
  • Draw a SIPOC diagram
  • Draw a use case diagram
  • Draw a process flowchart
  • Draw a swim lane diagram
  • Draw a data flow diagram
  • Draw an entity relationship diagram
  • Hold another feedback session with the stakeholder
  • Perform causal analysis
  • List sources of standards and industry best practices
  • Use the STP method to identify improvement options
  • Model the improved process
  • Prepare the process improvement proposal
  • Present the process improvement proposal
  • Prepare a project plan for your process improvement
  • Provide feedback on the BPA process
Who needs to attend
  • Systems Analysts
  • Business Analysts
  • IT Project Managers
  • Associate Project Managers
  • Project Managers
  • Project Coordinators
  • Project Analysts
  • Project Leaders
  • Senior Project Managers
  • Team Leaders
  • Product Managers
  • Program Managers
Course outline

1.  Define the "Quality" of a Business Process

  • People
  • Process
  • Tools
  • Inputs
2.  Choose a Business Process to Analyze

3.  Understand the Business Analysis Process

  • Definition of "Business Process Analysis"
  • The Process of Business Process Analysis
  • Role of the Business Analyst
4.  Charter the Process Action Team

5.  Identify the Stakeholders of a Business Process

6.  Choose Information Gathering Techniques

7.  Gather Information

  • Preparation
  • Execution
  • Feedback & Validation
8.  Document the Process Goal and Metrics
  • Perform GQM Analysis
9.  Model the Current (As-Is) Process
  • ETVX Process Model
  • SIPOC Analysis
  • Use Case Diagrams
  • Process Flowcharts
  • Swim Lane Diagrams
  • Data-Flow Diagrams (DFD)
  • Entity-Relationship Diagrams (ERD)
10.  Determine Causes of Problems
  • Fishbone (Ishikawa) Causal Analysis
11.  Determine Process Improvement Options
  • Modeling the Improved (To-Be) Process
12.  Make the Business Case for Process Improvement
13.  Plan the Implementation
14.  Hold a Project Retrospective

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Global Knowledge Ottawa
360 Albert Street Suite 720

Ottawa, Ontario

About Global Knowledge


Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.39 out of 5 based on 426 reviews.

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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more

Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

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It was difficult to practice on my PC while trying to watch the presentation online.

Course Reviews

This course has an overall avarage rating of 4 out of 5 based on 2 reviews.


Barb T attended this course Aug 2013

Course Content

Delivery Structure

Instructor Ability

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Kirby M attended this course Jan 2013

Course Content

Delivery Structure

Instructor Ability

I would like to have had more in-depth work on the process analysis portion and less on modelling. From the outline, I thought there would b... Read more

I would like to have had more in-depth work on the process analysis portion and less on modelling. From the outline, I thought there would be more focus on analysis than there was. I think the course could maybe be 5 days instead of 4, or maybe state that knowledge of modelling is a requirement to take this course. Other than that, it was a good course. Good for more entry-level BA types; if you have a lot of experience, you will probably find it doesn't add that much.