Performance Measurements, Continuous Improvement & Benchmarking for Shared Services
Performance Measurements, Continuous Improvement & Benchmarking for Shared Services
OBJECTIVES- To identify the specific difficulties of controlling shared services.
- To explain the importance and benefits of performance measurement, continuous improvement and benchmarking.
- To explain the vital role that these activities play in helping organizations perform at superior levels.
- To explain how performance measurement, continuous improvement and benchmarking relate to one another.
- To explain methods of generating and implementing effective performance metrics.
- To explain a proven 12 step process improvement methodology.
- To provide an overview of the most common tools and techniques used for continuous process improvement.
- To explain the benefits of benchmarking.
- To explain the vital role that only Benchmarking plays as part of a continuous improvement program.
- To explain in detail the benchmarking process and assist participants to manage and run their own benchmarking studies.
- To give delegates the opportunity to explore the issues raised in the course by means of examples, discussion and workshops.
- Course benefits
- The Need for Measurement
- Types of Measurement
- Data Use and Abuse: Using Data Constructively
- Methods of Selecting Performance Measures(including process flow charts, customer requirements)
- Developing a Framework for Measurement
- Deciding how much to Measure
- Understanding Variation: The key to understanding performance
- What histograms, run charts and control charts tell us about performance
- The Rods Experiment
- Understanding Variation: The Range and Standard Deviation
- The Rods Experiment Part 2: Understanding the Results.
- Taking Appropriate Action on a Process: Improvement or Investigation?
- An Introduction to Control Charts: The Key to Taking Appropriate Action
- The Juran Trilogy©
- How to Improve a Process: An Introduction to the 12 step Methodology
- The Power of Teamwork
- Problem and Mission Statements
- Understanding and Analyzing a Process: Flow Diagrams
- Identifying causes of problems, and potential solutions: Brainstorming
- Demonstrating the link between a cause and its effect: Cause-Effect diagrams
- Understanding the Process: Quantitative Display Tools (line charts, bar charts and pie charts)
- Selecting the key aspects to focus on: Pareto Analysis
- Investigating Relationships between Variables: Scatter Diagrams and Correlation
- More Advanced investigations: An Introduction to Regression
- What benchmarking is and what it is not
- Why we need to benchmark
- Benefits of benchmarking
- History of benchmarking
- Methods of benchmarking (database, club, one-on-one, review) and how they relate to each other
- An overview of the benchmarking process
- How to identify benchmarking projects
- Advice on selecting your first project
- Scoping a benchmarking study:
- What to benchmark and why
- Objectives of the study
- Identifying and selecting benchmarking partners:
- Internal, external, within and out-with our industry
- Planning and resource scheduling
- Gaining management support
- How to invite potential benchmarking partners to join the benchmarking study
- The Invitation Pack: What it is, why we need it, and how it’s used.
- Participant meetings: Planning and running effective meetings to attain the aims of the study
- Data collection:
- Generating clear data collection schemes
- The Help Desk
- Coping with late data submissions
- Data validation
- Data analysis and reporting: quantifying the gaps to drive improvement
- How to run effective Best Practice Forums
- Benchmarking project management
- Management support activities
- Independent facilitation and benchmarking clubs