Measuring Process and Organizational Performance

Course Fee: USD $4600.00
Continuing Education Units: 1.4
Course Duration: 2 Day

A key aspect of organizational performance management is selecting, defining, collecting data on, monitoring, and responding to performance metrics. However, it is important that the right ones be selected, tracked, and responded to.

This workshop will present a process for selecting what to measure, how to specify in sufficient detail the “what” and “how” in order to create the metric, as well as how to report, review, and act on them. The basics such as differences between leading and lagging indicators, outcomes vs. controls, and efficiency vs. effectiveness will be discussed, as well as, more difficult issues such as aligning metrics and identifying gaps and conflict.

A balance of lecture, discussion, and case studies will be used to allow participants to gain insights into their own situations, as well as, build expertise in applying the concept to any organization.

The course is appropriate for anyone who is involved in process management and/or improvement, whether it is at the department/process level or of the entire organization. It is applicable to any type of organization, whether they are in the education, government, healthcare, manufacturing, or service arena.

Participants will learn how to:

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

Course topics will include:

  • Process management as the basis of organizational management
  • Strategic, operational, and individual views of process management
  • How metrics support and drive process management
  • Types of metrics and their impact on organizational focus and timing
  • How to select and align and define metrics

The course is taught on-site as a two-day class.

The student certificates display 1.4 continuing education units.

Students receive a bound copy of all the slides presented during the class.

The fee for this two-day on-site course is $4600, plus $25 per student, plus instructor travel expenses.

Detailed Course Content

Process management

  • SIPOC, stakeholders and process planning (e.g., customer needs, process, metrics, controls)
  • Levels of processes – organizational, department/process & individual
  • Roles of metrics in strategy, operations and process management (goals & objectives, PDCA)
  • SIPOC practice

Types of metrics

  • Metrics terminology
  • External vs. internal purpose
  • Effectiveness vs. efficiency focus; customer/stakeholders vs. company
  • Leading vs. lagging
  • Outcomes vs. controls; product vs. process
  • The metric triad of quality, cost & timing
  • Subjective/soft metrics
  • Practice classifying metrics

Selecting metrics

  • Number of metrics, critical vs. nice, alignment with strategic objectives, cost vs. value
  • Critical conversion points for outcomes, leverage for process/leading
  • Composite metrics
  • Assessing alignment, identifying gaps and conflicts; three methods
  • Fitting to level of organizational performance
  • Adaptation for project management
  • Practice selecting metrics

Defining the metric details

  • Operational definition, formula
  • Process owner
  • Frequencies (collection, reporting, analysis)
  • Source, normalization
  • When and how to report/analyze
  • Targets and benchmarks
  • The metric worksheet
  • Practice defining metric details

Data collection, analysis, and presentation

  • Trending, analysis of variation
  • Correlation, path modeling, multivariate analysis
  • Dashboards/scorecards; balanced scorecard, Baldrige, ISO 9001+ as frameworks
  • Integration with other systems (e.g., compensation)
  • Discussion of problems related to metric presentation

Use of metrics for decision making

  • Daily operations reviews, monthly reviews, management reviews, strategic reviews
  • Actions to take (e.g., none, average shift, variation reduction)
  • Impact on other metrics/parameters
  • Use of analytics
  • Practice – action planning

Psychological impacts of metrics

  • Good and bad aspects of metrics
  • Games people play

The metric life cycle

  • Performance shifts
  • Strategy shifts
  • Organizational maturity

If you have any questions about this course, or want to schedule an on-site class, please call us at 770-862-1766 or send an e-mail to

Whittington & Associates

We are committed to providing expert training, effective consulting, and valuable auditing. If you have any questions about our services, please contact us at 770-862-1766, or