Course Objectives
IIBA Endorsed Certificate in Key Performance Indicators (KPIs)
Course Methodology
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.
Course Objectives
By the end of the course, 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
Target Audience
All managers and senior professionals who are involved in influencing, formulating or supporting the long term planning and strategy of their department or organization, as well as those who are responsible for linking, measuring and improving the performance of the organization, including strategy or performance management professionals, balanced scorecard course managers, business unit and department managers and business analysts.
Target Competencies
KPI development and use
Systems thinking
Performance management
Change management
Proactive thinking
Problem solving
Results orientation
Course Outline
The diverse world of KPIs
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
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
Selecting “mission critical” outcome KPIs
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
Selecting “mission critical” enabler KPIs
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
Components of employee satisfaction surveys
The employee satisfaction index
The learning and growth measurement framework
Learning, innovation and growth KPIs
Succeeding in the KPI implementation project
Gaining senior team commitment to drive execution and show commitment
Establishing a winning KPI team that is diverse and complementary in skills
Embedding a results-oriented culture for the KPI project
Setting up the right KPI development strategy tailored to the organization and its culture
Marketing the KPI system to all employees to ensure proper understanding of their roles
Facilitating the use of KPIs by teams in their working environments
Refining KPIs to maintain their relevance in line with strategic pressures
Managing the KPI measurement process
KPI data sheets as an essential tool for managing KPIs
Types of performance dashboards
Types of KPI cascading
Linking KPIs to strategy to ensure measurement of the right things at the right time
Designing the interlinked KPI measurement system
Benchmarking and developing inspiring targets
Collecting and analyzing KPI measurement data
Evidence collection and criteria
Reporting KPI results using dashboards that fit management’s expectations
Boosting performance-based on achieved results