• Competency Profiling System

• Balanced Scorecard

• Key Performance Indicators

• Coping with Difficult Customer Situations

• Handling Customer Complaints

• Team Performance Management

• Subordinate Performance Management

• Team Leader Skills

• Managing People and Relationships

• Strategic Thinking

INTRODUCTION

The Balanced Scorecard has become a dominant technology in corporate performance management.  However effectiveness in implementation remain a problem for many companies.  One critical stumbling block is the capability of line staff to identify appropriate KPIs.  The one-day programme will provide line managers and executives with practical skills in identifying and implementing KPIs.

OBJECTIVES

• Develop practical skills in developing KPIs

• Develop KPI ownership and implementation effectiveness

COURSE OUTLINE

Identifying KPIs

• KPIs in the Balanced Scorecard Context

• Deriving KPIs from Cascaded Objectives

• Setting Performance Targets

• Criteria for Selecting Appropriate KPIs

 Implementing KPIs

• KPI Owner’s Roles and Responsibilities

• Monitoring Systems for KPIs

• IT Support for KPI Monitoring

• KPI Tracking and Reporting Formats

  Achieving Performance Results

• Interpreting KPI Results

• Identifying Causal Factors

• Scoping and Taking Corrective Actions

• Performance Improvement Task Forces

FOR WHOM

All line managers and executives who need to understand, identify, and implement KPIs to achieve desired performance results.

DATES/FEE

21/1/09 (Wed); 9 am - 5 pm

22/4/09 (Wed); 9 am - 5 pm

22/7/09 (Wed); 9 am - 5 pm

21/10/09 (Wed); 9 am - 5 pm

$480+GST pp; 10% discount for 2 or more registrations

(inclusive of material, lunch and refreshments)

Please make cheque payable to 6M Management Consultants Pte Ltd and mail it to:

6M Management Consultants Pte Ltd

44 Horne Road Singapore 209067

Tel:  62920285   Fax: 63489433

FEEDBACK

"Helpful in understanding KPIs.  All managers and team leaders should attend the programme before commencing KPI planning.  Provide good insight    Provide good guidance to implement KPI.  Enhance understanding of objectives.  Content is relevant.  Better understanding of key concepts."

PROMOTION

Pay $930 only for both Balanced Scorecard and Key Performance Indicators.  Plus additional 10% discount for 2 registrations and above