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Measuring Process and Organization Performance

Course ID OMPOPJPR
Format E-Learning

Want to improve the performance of your company? This course provides you with the metrics and tools to help you measure and better understand the performance of your processes. A balance of lecture, discussion, practice, and case studies allows you to gain insights into your own situation.

Beginning your journey of measuring your processes lined up with organizational performance can be daunting. Learn the “what” and “how” of creating the appropriate metric for your process.

This course is best suited for those in organizations earlier on their “metrics journey” and is designed for any management or staff involved in performance management development or improvement, regardless of industry.

Access to this course is for 90 days from the date of purchase.

Questions? We Can Help.

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Course Data

  • CEU Hours: 0.8
  • Length: 8 Hours
  • ASQ RU: 0.8
  • Audience: Practitioner
  • Provider: Quality WBT
Corporate Training Available
Course Overview

Learning Objectives:

  • Select metrics based on organizational strategy and/or process needs.
  • Define the detailed components for each metric.
  • Assess metrics for gaps, conflict, and alignment.
  • Define optimum methods for displaying metrics.
  • Use metrics to define appropriate organizational actions.

Who Should Attend:

Personnel ranging from operations, quality, human resources, finances, sales and marketing, and information technology are encouraged to participate. This course is especially appropriate for quality managers and quality engineers responsible for helping their organizations define metrics for measuring performance of processes.
Outline
  1. Process management as the foundation of organizational management
    1. Processes defined
    2. Business Process Thinking
    3. Types of business processes
    4. Metrics definitions
    5. Process and metrics planning
    6. Aligning process levels to metrics levels – hierarchy
  2. Metrics Types and purposes
    1. Metrics definitions
    2. Metrics categories and labels
    3. Types of metrics – leading vs. lagging, efficiency vs. effectiveness, etc.
  3. Selecting the right metrics
    1. Top-Bottom; bottom-top alignment
    2. What metrics should accomplish
    3. Strategy and metrics
    4. Gaps-Alignment-Conflict
  4. Detailing the metrics
    1. Identifying the details
    2. Setting baselines, benchmarks and targets
    3. Sourcing, Collecting and Frequency of collecting data
    4. Normalizing and formulizing data
  5. Analyzing and presenting the data
    1. Ways to analyze data
    2. Graphical depictions of data
    3. Dashboards and scorecards
  6. Making appropriate decisions
    1. Issues and considerations
    2. Frequency of review
    3. Deciding to change
  7. Psychological impacts of metrics
    1. Good and bad news of metrics
    2. Determining poor vs. better metrics
    3. Political game-playing with metrics
    4. Congruency
  8. The metrics life-cycle
    1. Life cycle defined
    2. Factors affecting metrics relevancy
    3. Reviewing metrics adequacy
Details

Format

This is a self-paced online course that takes approximately eight hours to complete.

Materials

Students will receive a Desk Reference of the text content from the course, the article Managing Performance of a System by Duke Okes and case studies, examples and job aids. 


System Requirements
Technical Requirements
  • Intel Pentium processor/compatible l800x600 resolution color monitor or higher
  • Minimum 32 MB of RAM recommended
  • Internet connection (28.8 kbps modem acceptable, regular or high speed preferred)
  • A standard browser such as Edge, Google, or Safari
  • Acrobat Reader (plug-in to view class items)
  • Must accept our training center’s cookies (used for class monitoring and progress)
  • Must be able to view HTML5 (a security setting)
  • JavaScript (allowed on most computers)
Refund Policy
We will refund you in full if you cancel your course within 30 calendar days of purchase and if no more than one module, other than the Course Navigation module, in the course has been accessed. If more than one module, other than the Course Navigation module, in the course is accessed, no refund will be provided even within 30 calendar days of purchase.

Enrollment Details

Format: Classroom
Format: E-Learning

Internet-based, self-paced training modules, which may involve combinations of text, visuals, audio, interactive simulations and quizzes (see specific courses for features and tools).  These web-based courses require a computer and Internet access.

OMPOPJPR Self-Paced English 90 Days List: $269 Member: $242
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5 Key Benefits of Training with ASQ:

  1. Single-Point Provider: Manage your teams live sessions and e-learning via a dedicated ASQ account manager for continuous guidance and support throughout your learning program.
  2. Reliability: ASQ's expert instructors and world-renowned quality content is at your service to upskill teams anywhere they are.
  3. Cost efficiency: Choose from virtual, face-to-face, and e-learning to optimize your ROI and minimize disruptions of your operations.
  4. Immediate results: Employees complete courses ready to apply what they have learned.
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