How process management enables positive change

A council case study

  • Willoughby Council is located on the Lower North Shore of Sydney and serves around 78,000 people in an area of 14 hectares.

    In 2015 the council was facing two major challenges, the prospect of a merger which would have meant sharing all processes across merged Councils and a performance reform program because of a management restructure. The management team at Willoughby council wanted to make sure their key processes were efficient in preparation for any future changes.

    Join this webinar with Mustafa Ghulam, Business Improvement & Customer Experience Manager at Willoughby City Council as he shares how process management increased efficiency and collaboration across the council including how they:

    => Successfully implemented a BPM tool using an intentionally slow & steady approach to implementation
    => Increased collaboration & consistency between business functions
    => Drove staff engagement by making process improvement part of BAU
    => Improved their overall customer experience

    Mustafa will also share tips and lessons learned plus he will answer your questions on process management and improvement.

    Can't make this time? Register anyway & we'll send you a link to the recording.

Guest Presenter: Mustafa Ghulam


Mustafa has a Master's degree in Business Management (MBA) and over 18 years business improvement experience across a broad range of industries. He is also certified in Six Sigma Black Belt, certified Lean Practitioner and certified Agile Project Manager among many more qualifications. Mustafa is also a fan of simplification and innovation which serves him well as Business Improvement & Customer Experience Manager at Willoughy City Council where he has lead the BPM implementation and project.

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