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Measuring Organizational / Process Performance
Duke Okes |
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Why this Seminar |
Effective management of any
organizational system / process requires use of feed-forward and
feedback information. This seminar presents a life-cycle view for
selecting, defining, using and revising performance metrics. |
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Audience |
This seminar is appropriate for those who have
responsibility for managing the performance of systems (e.g., quality,
environmental, safety, information, financial) or processes within the
organization.
The principles and practices covered in this seminar are applicable to
performance metrics for all systems and processes within the
organization. Certainly, examples of performance metrics for various
systems and processes will be shown, but this seminar does not provide a
compilation of performance metrics on a system-by-system or
process-by-process basis. |
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Learning Outcomes |
Learning Objectives: Upon
completion of this seminar participants will be able to understand in
detail how to:
· Identify metrics to support organization, system or process strategy
or needs;
· Define, gather data for, and analyze any metric;
· Assess any set of metrics for gaps, conflicts and proper alignment;
· Optimally display any metric to maximize its benefits;
· Use metrics to drive organization / individual activities that will
achieve desire outcomes;
· Recognize the specific criteria / circumstances under which any metric
may become obsolete. |
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Outline |
1. Process management
SIPOC
and system planning
Levels of system and roles of metrics in strategy and operations
2. Types of metrics
Internal and external, effectiveness and efficiency focuses
Leading and lagging, outcomes vs. controls
Product vs. process
The
classical groups of quality, cost and timing
3. Selecting metrics
Critical vs. nice (CSFs, KPIs)
Timeframes (short, medium and long term fit)
Number of metrics, cost vs. value
Critical conversion points
Identifying gaps and conflicts and assessing alignment
Balanced scorecard, Baldrige, ISO 9001+
Fitting metrics to the level of organizational maturity / performance
4. Defining metrics
Operational definitions and formulae
Source, precision and frequency for gathering data
Validity and
reliability concerns
Normalization, reporting and analyzing
Targets and
benchmarks
Use of
metrics worksheets
5. Data collection, analysis and presentation
Trending, analysis of variation, root cause determination
Correlation, path modeling
Dashboards /
scorecards
Integration
with other systems (e.g., compensation)
6. Use of metrics for decision making
7. Revising Metrics
Numerous exercises and case studies will be used throughout the
course to allow participants to practice the principles presented. |
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Handouts |
· Copy of PowerPoint
slides
· Case studies and
practice materials
· Certificate of
Completion with 1.5 CEUs |
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