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.

WHO SHOULD ATTEND?

This course is aimed at all those will be directly or indirectly involved in performance measurement, improvement and/or benchmarking activities.

COURSE OUTLINE

Day One

Performance Measurement: The Starting Point for Improvement

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

Day Two

Continuous Improvement

Day Three

The Tools of Continuous Improvement

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

Day Four

An Introduction to Benchmarking

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

Day Five

Running a Successful Benchmarking 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

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