Measuring Process & Organizational Performance 20[M] Ed.

Want to improve the performance of your company? This course provides you with the metrics and tools to help you analyze and measure your processes. A balance of online lessons, case studies, illustrations, diagrams, interactive exercises, quizzes and graded tests with feedback. Lessons contain several job ads for added guidance and to help you apply what you learn.

Who should attend?
this training is designed for any management or staff involved in performance management or improvement, regardless of industry. Personnel ranging from operations, quality, human resources, finances, sales and marketing, and information technology are encouraged to participate. This course is especially appropriate for quality managers and quality engineers responsible for helping their organizations define metrics for measuring performance of processes.

Learning Objectives 

• Select the right metrics for their organizations, considering strategy and process needs.
• Determine whether a set of metrics is complete or whether there are gaps, conflicts or misalignments.
• Understand the detailed components of each metric.
• Determine the best ways to display metrics.
• Use metrics to make decisions.

Outline

1. Metrics Introduction
   1. Understanding what to measure
   2. Course topics
   3. Suggested reading review
   4. What is a system
   5. Where performance of a system should be measured?
   6. What is the purpose of metrics?
2. Process management as the foundation of organizational management
   1. Processes defined
   2. Business Process Thinking
   3. Types of business processes
   4. Metrics definitions
   5. Process and metrics planning
   6. Aligning process levels to metrics levels – hierarchy
3. Metrics Types and purposes
   1. Metrics definitions
   2. Metrics categories and labels
   3. Types of metrics – leading vs. lagging, efficiency vs. effectiveness, etc.
4. Selecting the right metrics
   1. Top-Bottom; bottom-top alignment
   2. What metrics should accomplish
   3. Strategy and metrics
   4. Gaps-Alignment-Conflict
5. Detailing the metrics
   1. Identifying the details
   2. Setting baselines, benchmarks and targets
   3. Sourcing, Collecting and Frequency of collecting data
   4. Normalizing and formulizing data
6. Analyzing and presenting the data
   1. Ways to analyze data
   2. Graphical depictions of data
   3. Dashboards and scorecards
7. Making appropriate decisions
   1. Issues and considerations
   2. Frequency of review
   3. Deciding to change
8. Psychological impacts of metrics
   1. Good and bad news of metrics
   2. Determining poor vs. better metrics
   3. Political game-playing with metrics
   4. Congruency
9. The metrics life-cycle
   1. Life cycle defined
   2. Factors affecting metrics relevancy
   3. Reviewing metrics adequacy