Introduction
- Purpose and Importance
- Explain the need for performance measurement.
- Discuss the benefits of using performance indicators.
Understanding Performance Measurement Indicators
Framework for Developing Performance Indicators
- Alignment with Organizational Goals
- Ensure indicators align with strategic objectives.
- MART Criteria
- Define indicators that are Specific, Measurable, Achievable, Relevant, and Time-bound.
- Balanced Scorecard
- Discuss using the balanced scorecard approach to cover multiple perspectives: Financial, Customer, Internal Processes, Learning and Growth.
Key Components of Organizational Structure
Departments and Divisions
- Define the major departments and their functions.
-Hierarchy and Reporting Relationships
- Illustrate the chain of command.
- Clarify reporting relationships.
-Span of Control
- Specify the number of direct reports under each manager.
- Centralization vs. Decentralization
- Determine the degree of decision-making authority at different levels.
- Formalization
- Level of standardization and written procedures.
Key Areas for Performance Measurement
- Financial Performance
- Revenue growth
- Profit margins
- Return on investment (ROI)
- Cost efficiency
- Customer Satisfaction
- Customer retention rates
- Net Promoter Score (NPS)
- Customer complaints and resolution times
- **Operational Efficiency**
- Cycle time
- Production efficiency
- Utilization rates
- **Employee Performance and Development**
- Employee productivity
- Training and development progress
- Employee satisfaction and turnover rates
- **Innovation and Growth**
- Number of new products/services launched
- Research and development (R&D) expenditure
- Market share growth
Reporting and Communication
- Performance Reports
- Design and structure of performance reports.
- **Dashboards**
- Use of visual dashboards for real-time monitoring.
- **Communication Strategies**
- How to effectively communicate performance results to stakeholders.
Data Collection and Analysis
- **Data Sources**
- Identify internal and external data sources.
- **Data Collection Methods**
- Surveys, interviews, automated systems, etc.
- **Data Analysis Techniques**
- Statistical analysis, trend analysis, benchmarking.
