After Completion of this course, attendees are expected to:

• Have a clear understanding of the KPI management challenges and how to address them
• Facilitate the KPI selection process and establishment of scorecards and dashboards at a functional and organizational level
• Choose the right tools from the KPI management toolkit to maximize the impact of performance management in practice
• Deploy and promote good practice in KPI activation, reporting and visualization
• Provide advice and coach colleagues on the rigorous approach to establish and use KPI

Course Outline

Part 1: Process Approach

• Process Analysis
• Define the process boundaries
• Construct a process flow diagram
• Determine the Capacity of each step
• Identify the bottleneck

Part 2: Process Flowcharting

• What is flowchart
• Benefits of flowchart
• What symbols used in flowchart
• Flowchart developing
• Interpretation of flowcharted process

Part 3: Key Performance Indicator KPI

• What is KPI
• Benefits of measuring KPI
• Designing good KPI
• KPI typology
• Tools for critically analyzing KPI

Part 4: Process Improvement Strategy

• Smart goals
• Objective program management
• SWOT analysis
• Introduction to PESTLE analysis tool
• Process improvement statistical tools