About the Session

Do you want to deliver better services to your customer while spending less time doing things that don't really matter? Of course you do! To save time we need to take time to understand our work and how we can improve it. Business process management can help us by clarifying who does what, how to do it, and why it matters, all while improving customer experience, increasing efficiency, and improving quality and consistency of service. 

You will also find business process management useful if you are working with lengthy manuals or cumbersome Visio diagrams that can often be difficult to navigate for clear instruction or may appear overly technical. 

Through this training trainees will learn about ACU's BPM model including: 

  • How BPM supports ACU's strategic plan and objectives
  • Who is responsible for which processes (BPM governance)
  • How to identify processes
  • How to document processes
  • How to optimise the use of Promapp, ACU's process repository, for quality process documentation and demonstrate measurable improvement. 

NOTE: This course is delivered in a hybrid model where trainees will complete prerequisite reading, online modules, and activities of approximately 4 hours duration prior to attendance at the facilitated session. This flexible and multi-mode approach to training allows trainees to structure their workload around training and lessens the time commitment spent in a facilitated session. Completion of the self-paced components is mandatory for attendance at the facilitated session. You acknowledge that you have discussed the prerequisite work and time commitment with your manager and that failure to complete the prerequisite work will mean that you will not be able to attend the facilitated session, and will need to enrol in an alternative session.

Who is this session for?

This training is suitable for anyone responsible for: 

  • the day-to-day management of processes, known as "process owners" (usually managers, supervisors, team leaders etc.) 
  • the day-to-day delivery of processes, known as "process experts" (usually a staff member in a team who routinely performs the process) 
  • departmental process improvement or business analysis 

CDF Competencies

  • Apply commercial acumen 
  • Deliver Stakeholder centric service 
  • Collaborate effectively 
  • Coach and develop 
  • Know ACU processes and systems 


Laura Hooper - Service Improvement Team

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Course code: 20257
If you have any enquiries, please log a Service Central request

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