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| Section | Objectives |
|---|---|
| Topic 1: KPI Selection at Operational Level | - Operational dashboard - Department scorecard |
| Topic 2: Working with Targets | - Targets in practice - Challenges in working with targets - Negative behaviors when setting - KPI documentation processes |
| Topic 3: KPI Measurement | - Change log - Data gathering communication - KPI report |
| Topic 4: Data Gathering | - Data quality dimensions - KPI reporting data sources - Community of Practice - KPI activation techniques - Communication with data custodians - KPI activation tools - Guidelines to improving |
| Topic 5: KPIs in Context | - KPIs cascaded to functional area - KPI selection for industry |
| Topic 6: KPI Taxonomy | - KPI use case scenarios - Interdisciplinary systemic worldview - KPI DNA map |
| Topic 7: KPI Documentation | - KPI documentation form design - KPI documentation form functions - Weights and Indexes - KPI documentation process - Organizational KPI libraries development |
| Topic 8: Understanding KPIs | - KPI lifecycle - KPI related terminology - SMART objectives decomposed |
| Topic 9: KPI Selection | - KPI selection sources - KPI selection techniques - KPI selection for organizational scorecard |
| Topic 10: KPI Typology | - Qualitative vs quantitative KPIs - Leading vs lagging KPIs - Efficiency vs effectiveness KPIs |
| Topic 11: The World of KPIs | - The value added by KPIs - Governance - KPIs concept map - Organizational levels - Challenges in performance measurement |
| Topic 12: KPI Project Coordination | - KPI project plan - KPI workshop briefing pack - The business case for KPI implementation - Primary and secondary data sources |
| Topic 13: Data Visualization | - Best practices in scorecard design - Best practices in dashboard design - Guidelines to design efficient templates - Scorecard and dashboard examples - Usability in terms of visual design |
1. Which KPI is suitable for balancing "Net profit ($)"?
A) Cash flow ($)
B) None of the answers
C) Budget variance (%)
D) Improve profitability
2. Which of the statements represents an objective?
A) Feedback system implementation
B) Quality assurance
C) Nurture a learning environment that fosters creativity and innovation
D) Active running projects
3. Which value driver will influence "Service quality index"?
A) Backlog orders (#)
B) None of the answers
C) Staff trained (%)
D) Orders processed per day
4. Which of the following statements doesn't represent a KPI reporting data source?
A) Surveys
B) Enterprise Resource Planning (ERP) software
C) Competitors' annual reports
D) Operational reports
5. Which of the following KPIs will influence "Service backlog (#)"?
A) Productivity
B) Service complaints responded to (%)
C) Service lead time (# / time)
D) Revenue ($)
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
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