Course Information

Introduction

This five-day course teaches how to choose, measure and manage KPIs that improve operational performance. You will learn practical methods for KPI design, data collection, dashboarding and root-cause analysis. Course work uses real datasets and scenario-based exercises. By the end, you will be able to turn operational data into clear actions and measurable improvement.

Objectives

1. Define a KPI framework that links strategy, customer requirements and day-to-day processes.
2. Design specific KPIs for throughput, quality, cost and service, including formulas, data sources and frequency.
3. Build concise dashboards and reports that highlight trends, variance and exceptions.
4. Diagnose performance issues using KPI patterns and root-cause techniques, and translate findings into corrective actions.
5. Establish governance: set targets, review cadence, escalation paths and continuous improvement loops.

Who Should Attend?

• Operations managers (site or regional) responsible for meeting production or service targets.
• Plant or manufacturing managers who need consistent performance measurement across shifts or lines.
• Service delivery or call-centre managers accountable for SLA and customer experience metrics.
• Continuous improvement, Lean or Six Sigma leads who design process controls and metrics.
• Operations analysts and business analysts who prepare operational reports and dashboards.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.