This document outlines a course for building an effective metrics system. The course teaches a framework for designing reliable metrics that accurately reflect how well customer needs are met and processes are controlled. It covers formulating metrics, diagnosing current reporting, determining sample sizes, and designing data collection plans. Key topics include measurement fundamentals, building metrics, data types, and a design process to set up a metrics system focused on the customer experience, processes, and employees. The goal is to identify critical quality attributes and calculate core metrics.

1. Building an Effective Metrics System
Garbage IN Garbage OUT; a metrics system that is
designed improperly will be meaningless to provide
signal against the capability of achieving customer
requirements. Thus, this course is focused on
providing a framework for building reliable metrics
that will be reflective of how you meet the needs of
the customer and controlling your process
performance. This course will go through the
formulation of metrics, diagnosing current metrics
reporting scheme, calculating right sample size and
designing a data collection plan. Moreover, this
course will also walk through the right ways of
calculating for commonly used metrics on Delivery
Performance & Timeliness, Accuracy, Quality
Yields, Manpower Utilization, Non-compliance and
Complaint Incidences and Cost of Poor Quality
(CoPQ).
Training Objectives
At the end of the module, the participant should be
able to:
1. Identify Critical to Quality attributes.
2. Calculate core metrics focused on the Voice of the
Customer, Voice of the Process, and Voice of the
Employees.
3. Use the Measurement Design Process in setting
up a Metric System.
Topics
I. Context of Building Key Performance
Indicators
II. Measurement Fundamentals
III. Metrics Building
IV. Aggregate vs. Transactional Data
V. Building Your Data Collection Plan
VI. Critical to Quality Attributes
VII. Voice of the Customer, Voice of the
Process, and Voice of Employees
VIII. Performance Measurement Design
Duration 2 days