Overview
In the current climate of heightened scrutiny over public sector budgets and spending quality plus the imperative to cut costs, Business Process Mapping emerges as a powerful tool for government agencies. Business Process Mapping is a structured approach that provides organisations with a clear view of their operations. As an approach that requires nothing more than pen, paper and time (and space) to think, it is perfect for public servants to identify opportunities for process optimisation.
The advantages of Business Process Mapping are multifaceted. Firstly, it fosters transparency and clarity, simplifying the comprehension of roles and responsibilities for employees. Secondly, it lays the groundwork for process optimisation by pinpointing bottlenecks, redundancies, and inefficiencies. Moreover, it ensures regulatory compliance and risk management, aligning processes with established standards. Furthermore, it encourages uniformity and standardisation across the organisation, enhancing overall quality and customer satisfaction.
Finally, it acts as a foundation for continuous improvement initiatives like Lean or Six Sigma, making organisations more agile in the dynamic public sector environment. This course has been specially developed for public sector professionals who are responsible for streamlining operations, enhancing productivity, and driving organisational excellence. Through a mix of presentations, discussions and activities it will provide insights that can effectively drive transparency, optimisation, and improvement.
Who Should Attend?
Public sector professionals involved in operations, process improvement, or service delivery — including APS 5–EL2 level staff such as team leaders, managers, analysts, and project officers seeking to enhance efficiency and organisational performance.
Learning Outcomes
By the end of this course, you will be able to:
Understand the importance and benefits of business process mapping and value streams
Learn the key techniques and tools used in business process mapping
Gain hands-on experience in mapping and analysing business processes
Identify opportunities for process improvement and optimisation
Uncovering the Metrics and KPIs
Online Training
Business Process Mapping for the Public Sector
Session details
- Gain clarity and control: Learn how to visualise and understand your organisation’s processes to uncover inefficiencies and overlaps.
- Drive measurable improvements: Discover proven methods to identify bottlenecks and design streamlined, effective workflows.
- Enhance transparency and accountability: Build clear, documented processes that support compliance and good governance.
- Lay the groundwork for continuous improvement: Use Business Process Mapping as a foundation for Lean, Six Sigma, and broader transformation initiatives.
- Learn by doing: Participate in hands-on exercises and real-world examples to confidently apply process mapping in your own organisation.
25 February 2026 Course Registration
10 June 2026 Course Registration
No previous experience necessary
Key Sessions
Business Process Mapping: Definitions and Benefits
- Business process mapping and value streams: Significance and application
- Benefits of process mapping for organisations
- Common process mapping techniques and symbols
Setting up for Process Mapping
- Identifying processes ripe for mapping
- Defining process boundaries and scope
- Gathering relevant process information and documentation
Process Mapping Techniques
- Unpacking various process mapping techniques (e.g., flowcharts, swim lane diagrams, value stream mapping)
- Questions to ask before choosing technique for different process scenarios
- Best practices for creating clear and effective process maps
Mapping a Business Process
- Hands-on exercise: Participants work in groups to map a sample business process using the chosen technique
- Facilitator provides guidance and feedback on the process maps
- Discussion on common challenges and solutions encountered during the exercise
Analysing and Improving Processes
- Analysing process maps to identify bottlenecks, inefficiencies, and areas for improvement
- Exploring Lean and Six Sigma concepts for process optimisation
- Discussing potential process improvements and brainstorming ideas
Implementing Process Improvements
- Strategies for implementing process changes effectively
- Change management principles and stakeholder engagement
- Tracking and measuring the impact of process improvements
Case Studies and Real-World Examples
- Presentation of case studies showcasing successful process mapping initiatives
- Discussion on lessons learned and best practices from real-world examples
Meet Your Facilitator
Mustafa Ghulam
Transformation and Process Specialist
Mustafa has 23 years’ experience in five countries across range of industries. He has uniquely worked in all the three tiers of public service (federal, state, and local government). He is a dual certified change manager, certified project manager and a Lean Six Sigma Master Black Belt from Cardiff University.
Mustafa is passionate about leading system and process improvement using effective change management to improve employee and customer experiences. Mustafa is a known conference speaker and has delivered case studies and panel discussions for 10+ national and international conferences. He is a father of three active kids and likes to spend his spare time with his family and especially loves to travel and explore new cuisines!
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