Course Details
Course Outline
5 days course
Process management as the foundation of organizational management
- Processes defined
- Business Process Thinking
- Types of business processes
- Metrics definitions
- Process and metrics planning
- Aligning process levels to metrics levels – hierarchy
Metrics Types and purposes
- Metrics definitions
- Metrics categories and labels
- Types of metrics – leading vs. lagging, efficiency vs. effectiveness, etc.
Selecting the right metrics
- Top-Bottom; bottom-top alignment
- What metrics should accomplish
- Strategy and metrics
- Gaps-Alignment-Conflict
Detailing the metrics
- Identifying the details
- Setting baselines, benchmarks and targets
- Sourcing, Collecting and Frequency of collecting data
- Normalizing and formulizing data
Analyzing and presenting the data
- Ways to analyze data
- Graphical depictions of data
- Dashboards and scorecards
Making appropriate decisions
- Issues and considerations
- Frequency of review
- Deciding to change
Psychological impacts of metrics
- Good and bad news of metrics
- Determining poor vs. better metrics
- Political game-playing with metrics
- Congruency
The metrics life-cycle
- Life cycle defined
- Factors affecting metrics relevancy
- Reviewing metrics adequacy
