Not everything that counts can be counted, and not everything that can be counted counts. This course teaches participants how to design Key Performance Indicators (KPIs) that drive the right behaviors, implement performance measurement systems, and use benchmarking to identify improvement opportunities.
- Apply KPI frameworks (SMART, Balanced Scorecard)
- Design leading and lagging KPIs for operations
- Implement a performance measurement process
- Conduct internal and external benchmarking
Day 1 – KPI Frameworks
- SMART criteria for KPIs
- Balanced Scorecard perspectives
- Leading vs. lagging KPIs
Day 2 – Designing Meaningful KPIs
- Avoiding vanity metrics
- KPI definition sheet (owner, frequency, formula, threshold)
- Aligning KPIs with strategy
Day 3 – Performance Measurement Systems
- Data collection methods for KPIs
- Automating KPI reporting
- Performance dashboards and scorecards
Day 4 – Benchmarking for Improvement
- Internal benchmarking across units
- External benchmarking against industry standards
- Benchmarking ethics and data sources
Day 5 – Performance Management Culture
- Setting targets and performance conversations
- Avoiding gaming and perverse incentives
- Review rhythms and performance reviews
Performance managers, business analysts, operations managers, quality leads.
Learning Outcomes:
- Differentiate between KPIs, metrics, and targets
- Create a KPI definition sheet with metadata
- Build a performance scorecard
- Run a benchmarking study
Target Competencies:
- Behavioral: Analytical, disciplined, results-oriented
- Technical: KPI design software, statistical process control, benchmarking methods