Key Performance Indicators (KPIs)

  

About this Course

Key Performance Indicators, also known as KPI or Key Success Indicators (KSI), help an organization define and measure progress toward organizational goals.

Once an organization has analyzed its mission, identified all its stakeholders, and defined its goals, it needs a way to measure progress toward those goals. Key Performance Indicators are those measurements.

Key Performance Indicators are quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization. They will differ depending on the organization. A business may have as one of its Key Performance Indicators the percentage of its income that comes from return customers.

Key Performance Indicators usually are long-term considerations. The definition of what they are and how they are measured do not change often. The goals for a particular Key Performance Indicator may change as the organization's goals change, or as it gets closer to achieving a goal.

Whatever Key Performance Indicators are selected, they must reflect the organization's goals, they must be key to its success, and they must be quantifiable (measurable).

This course is designed to provide executives and managers with a sound understanding of KPI's and how they could be used effectively by the organization to drive superior performance within the organization.


Objectives

  • Understand the importance of regularly measuring your group's performance


  • Gain familiarity with formal performance measurement systems


  • Apply a disciplined process to performance measurement


  • Avoid common performance measurement pitfalls


  • See how measuring your group's performance can help you better manage that performance

  • Outline

    Performance Management Overview

  • Keeping score
  • Why measure business performance?
  • What is performance measurement?

  • Key Performance Indicators

  • A tool to assess performance
  • What is a KPI?
  • Three types of KPIs

  • Performance Measurement Systems

  • What is a performance measurement system?
  • Benefits of a PM system
  • Dashboards
  • Quality-improvement systems
  • Balanced scorecard

  • Performance Measurement Process

  • Make PM part of your job
  • Phase 1: Decide what to measure
  • Phase 2: Gather performance data
  • Phase 3: Interpret performance data

  • Deciding What to Measure

  • Overview
  • Define your objectives
  • Setting clear and achievable goals
  • Define critical success factors
  • Define performance metrics

  • Gathering Performance Data

  • Set targets
  • The art of realistic targets
  • Personal Insight: Having a long-term vision
  • Use benchmarking

  • Interpreting Performance Results

  • Analyze data
  • Compare actual performance with targeted
  • Guidelines for interpreting performance data

  • Avoiding : PM Pitfalls

  • Confusion over number of metrics
  • Unaligned metrics
  • Overly aggressive targets
  • Risk of manipulation of performance data
  • Failure to reassess objectives and measures

  • Methodology

    Structured exercises, lectures, and practical exercises.


    Who should attend

    Business and Functional Directors, Managers, Officers and Executives who deal with corporate performance, performance management, organization development, HR, productivity and quality matters in their organizations.


    Trainer

    Shareef Jaffar has worked in senior General Management positions for a number of local and international companies in the hospitality and human resource development sector and has more than 28 years experience in industry.

    He has served as the General Manager of the Singapore Recreation Club during its developmental years and was instrumental in helping the club raise $92 million for the redevelopment of the clubhouse within a record time frame.

    Shareef has extensive international training & development experience and has conducted developmental programmes in Singapore, Malaysia, Hong Kong, Vietnam, Thailand, Taiwan, Dubai, Indonesia, Phillipines, Brunei, Uganda, Kenya, Pakistan, Mynmar, Uzbekistan and India. He has been active in the training and development field for the past 22 years. He is also a consultant to the Staff and Service Development Inspectorate of the Singapore Police Force.

    Some of the client companies for whom he has conducted developmental programmes include the Port of Singapore Authority, Merryl Lynch, The Singapore Police Force, Motorola, FCB, Nokia (Thailand, Malaysia, Indonesia, India, Phillipines & Singapore), ORA Telecom (Thailand), Pacific Cellular (Thailand), City Hall (Kuala Lumpur), Western Digital, Panalpina, Matex,Telerate, Behn Meyer (Malaysia), Neptune Orient Lines, Prudential Assurance, Internet Appliance, TCC Credit Cooperative Society Ltd, Singapore Zoological Gardens, amongst many others.

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