At the end of this course, the participants should be able to:

• Be very familiar with the concept of performance indicators and their importance
• Discuss and understand the different types of performance indicators
• Identify the characteristics of good performance indicators
• Design appropriate performance measurement indicators to measure goals
• Identify the data needed to measure each indicator
• Design performance indicator card
• Use benchmarking to develop performance indicators

• What are KPIs?
• Why measure performance?
• KPIs – What is the simplest way to develop them?
• Activity, Efficiency, Effectiveness – What is Being Measured?
• Properties of good KPIs
• Improving the organization through key performance indicator (KPI)

• KPI in the Performance Management Cycle
• Technical vs. management issues surrounding KPIs
• The roles of KPIs
• Two factors describing the roles of KPIs
• Guiding principles for determining strategic drivers

• Core processes
• Process Analysis
• Why bother with core processes?
• Designing management reports around core processes

• Challenges with applying the measurement process
• KPI hierarchy
• Guiding principles for dealing with KPIs
• Leading and lagging indicators
• Targets
• Performance evaluation