- Review Participant Expectations and Experiences with Performance Measurement
- What is wrong with Performance Measures Today
- Push versus Pull
- Hierarchy of Process Improvement
- Strategy
- Performance Measurement
- Lean Six Sigma
- Performance Measures are Developed by Asking Questions
- Your Organization’s Purpose
- Creating a Strategy Map
- Mapping “how” you serve customers
- Project or Company
- Achieving alignment
- Measurement
- Time, $, Units
- % (formula.
- Surveys and Response Rate – Measuring Customer Satisfaction
- Who is Responsible
- Setting Goals
- Red, Yellow and Green Performance Zones
- Weighting the Measures
- Using the Scorecard – The Performance Measurement System
- Weekly / Monthly Scorecard Update Meetings
- Action Plans
- Wrap-Up and Evaluation
- Your plan for Implementing a Performance Measurement System
- Measure the success of the workshop