Introduction
The course enables the participant to practice the analysis and development of all types of KPIs through a series of workshops. The workshops are team based and use customized case studies that provoke the thought process for KPI development. In addition, a number of real world case studies of KPI uses will be discussed and analyzed. Participants will also be provided with an Excel template for KPI scorecard development in addition to a KPI system self assessment and other practical checklists.
Objectives
At the end of the program, the participants will be able to:
- Design the performance measurement system using acquired knowledge in KPIs, their role, types and uses
- Analyze and develop the most important KPIs relevant to stakeholders and customers
- Analyze and develop the most important KPIs to drive internal quality and productivity
- Effectively manage the KPI measurement process in all phases
- Employ tools to ensure the success of the KPI implementation project
Outline
Day 01
- KPI in nutshell
- Benefits of performance measurement
- The diverse world of KPIs
- Explaining KPIs and their crucial role in managing performance
- Designing a world-class KPI measurement system to guide the right organizational decisions
Day 02
- KPI in nutshell
- Defining effective KPIs to address the needs of all key stakeholders
- Differentiating between types of KPIs and their cause-effect relationships
- The logic model in an organization
- Spotting problems with KPI measurement systems and identifying solutions
Day 03
- The critical mission
- Balanced measures: one concept, different frameworks
- 7 steps to determine the most critical KPIs
- Evaluating your existing KPI measurement system for enhancement opportunities
- Using KPIs in different management areas to target performance plans
- Defining financial KPIs to measure outcome-based goals
- Defining customer value and satisfaction KPIs that result from operational excellence
Day 04
- The enablers
- Defining product and service quality KPIs that target optimal industry standards
- The eight dimensions of quality
- Defining process and operational efficiency KPIs that drive internal activities
- Measuring society results that ensure sustainability
- Defining human capital performance and satisfaction KPIs that support a high performance culture
Day 05
- The enablers
- Components of employee satisfaction surveys
- The employee satisfaction index
- The learning and growth measurement framework
- Learning, innovation and growth KPIs
