Performance Metrics, Continuous Improvement, and Benchmarking

Introduction

For any organization aiming to enhance business performance, employee performance measurement is essential. Performance measurement systems and courses have become a perennial focus, heavily influenced by Japanese organizations. This course focuses on employee performance measurement, leadership performance metrics, and team performance measurement to foster systematic organizational improvement.

Management emphasizes performance measurement and continuous improvement, driven by benchmarks and targets. The course covers benchmarking, continuous improvement, and performance measurement training, equipping participants with the skills to apply effective metrics and methodologies.

Objectives

By the end of this continuous improvement course, participants will be able to:

• Identify challenges in managing shared services.
• Explain the importance of performance measurement, continuous improvement, and benchmarking.
• Create an effective performance measurement system for shared services.
• Analyze performance measurement results and prepare for process re-engineering.
• Apply techniques to improve work process performance.
• Develop benchmarking projects that deliver positive results.

Training Methodology

• Active field-guided lectures
• Case studies
• Group work and discussions
• Practical sessions
• Role plays
• Benchmarking
• Simulated KPIs
• Kaizen activities
• Peer support activities

Course Outline

Unit 1: Performance Measurement as a Foundation for Improvement

• The Importance of Employee Performance Evaluations
• How to Choose the Right Performance Measurement Tool
• Characteristics of Measuring Leadership Performance
• Understanding Control Charts for Team Performance Measurement

Unit 2: Continuous Improvement Plan

• The 12-Step Continuous Improvement Plan
• Team Performance Measurement: A Necessity or Distraction?

Unit 3: Tools of Continuous Improvement

• Process Flow Diagram: Definition and Significance
• Causal Analysis for Problem Solving – Fishbone Diagrams
• Causation vs. Correlation: Pareto Analysis

Unit 4: Introduction to Benchmarking Practice

• The Importance of Benchmarking
• Benefits of Performance Benchmarking: Why Organizations Benchmark
• A Brief History of Benchmarking
• Types of Benchmarks and Their Interrelationship
• How to Develop a Baseline Study to Identify Benchmarking Areas
• Basic Steps in the Benchmarking Procedure
• Suggestions for Choosing a First Project
• Overview of Online Courses for Benchmark Training: Paths to Improvement
• Potential Benchmarking Projects: Proposal Week Implications
• Introduction to the Benchmarking Process

Unit 5: How to Carry Out a Successful Benchmarking Project

• Tools and Methods for Benchmark Training Courses
• Defining and Selecting Benchmarking Partners
• Availability of Benchmarking Project Resources
• Recruiting Organizations for a Benchmarking Study
• The Invitation Pack: Purpose and Usage
• Organizing and Executing Meetings Targeting Study Objectives

Unit 6: Data Capture

• Methods of Data Collection in Performance Measurement Courses
• The Help Desk
• Challenges in Data Validation

Unit 7: Data Analysis and Reporting: Driving the Change Process

• Launching Productive Best Practice Forums in Benchmark Training
• Benchmarking Agreements and Legal Considerations
• Improvement Activities
• Managing Effective Benchmarking Projects Within Business
• Support Actions for Management
• Mediation and Benchmarking Clubs

Unit 8: Data Governance

• Reporting Data in Compliance With International Standards
• Data Treatment for Various Benchmarking Purposes
• Employee Satisfaction as an Operational Measure: Data Quality Issues
• Value Drivers and Internal Capabilities

Unit 9: Insight Generation

• Addressing Performance Gaps
• Creating Actionable and Implementation Plans
• Modifying Performance Measures
• Evaluating and Recording Progress

Unit 10: Case Studies to Foster Best Practices in Benchmarking

• Practices that Constitute Illegal Benchmarking
• Compiling Best Practices Through Guides, Networks, and Resources
• Best Example: Ensuring Efficiency Metrics Within Benchmark Courses