Performance Measure

If you cannot measure an activity, you cannot control it. If you cannot control it, you cannot manage it. Without dependable measurements, intelligent decisions cannot be made. Performance measurement is not simply concerned with collecting data associated with a predefined performance goal or standard. Performance measurement is better thought of as an overall management system involving prevention and detection aimed at achieving conformance of the work product or service to your customer's requirements.

This course let you know:

  • How well you are doing

  • If you are meeting your goals

  • If your customers are satisfied

  • If your processes are in statistical control

  •  If and where improvements are necessary.

This course provides you with a comprehensive, step-by-step explanation of how to develop performance measurements at any level within an organisation and how to evaluate their effectiveness. It lets you know how to determine what kind of measures it needs, provide you with guidance on what should be measured, show you how to set up a measuring system, and provides you with the tools that help you understand, manage, and improve what your organizations do.  

Course Objectives

In this course you will learn:

1.    How to identify whether you are meeting customer requirements. How do you know that you are providing the services/products that our customers require?

2.    How to help you understand our processes. To confirm what you know or reveal what you don't know. Do you know where the problems are?

3.    How to ensure decisions are based on fact, not on emotion. Are your decisions based upon well-documented facts and figures or on intuition and gut feelings?

4.    How to show where improvements need to be made. Where can you do better? How can you improve?

5.    How to show if improvements actually happened. Do you have a clear picture?

6.    How to reveal problems that bias, emotion, and longevity cover up. If you have been doing our job for a long time without measurements, you might assume incorrectly that things are going well. (They may or may not be, but without measurements there is no way to tell.)

7.    How to identify whether suppliers are meeting our requirements. Do your suppliers know if your requirements are being met?

 Course Contents

  • Performance measure as an important element in strategic planning and total quality management

  • Managing for results

  • The main variables that influence the performance measure of organisations

  • Process management and performance measure

  • Models of performance measure

  • Main categories of performance indicators

  • Measurement units

  • Levels of performance measure

  • Indicators of service efforts

  • Indicators of service accomplishments

  • Input Indicators

  • Output Indicators

  • Outcome Indicators

  • Effectiveness

  • Efficiency

  • Productivity

  • Cost and timeline

  • Information gathering

  • Analysis tools

  • Presentation tools

  • And more

 

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