Process improvement involves the use of concepts and procedures
that lead to order-of-magnitude improvements in such key measures
as customer response time, quality and productivity. This seminar
presents a structured framework based on extensive theoretical and
practical operating experience that facilitates business process
improvement. Improvements often result from the resolution of problem
situations; hence the course will also encompass aspects of creative
problem solving. Practical illustrations and interactive exercises
will be used to illustrate principles and to provide practice with
useful tools and techniques.
Edward A. Silver, Sc.D., P.Eng., holds the Carma
Chair in the Faculty of Management at the University of Calgary.
His work experience included positions with Arthur D. Little Inc.
and the University of Waterloo and several visiting positions at
Universities around the world. Professor Silver has consulted extensively
on business process improvement, has co-authored a textbook and
has published numerous articles.