Measuring Key Processes and the Customer Experience

Course Code: PROC103
Category: Processes
Credential: Certificate of completion
Related Program(s):

Certificate in Process Management

Fee: $249

Date

Location

Time

__

On-Demand

__

September 9, 2021

Live Online

1:00 PM – 4:30 PM ET

Course Description

Measuring Key Processes and the Customer Experience is a course that teaches employees how to measure and analyze their processes and establish key performance indicators (KPIs). These measures and indicators will then tell a story that can be used across the organization to highlight strengths and opportunities for improvement. This course is designed to help participants determine the appropriate frequency of measurement and outline the most common ways to collect process improvement data.

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Course Performance

Participants enrolled in this course will have learned how to select key processes based on goals, objectives, and customer requirements; outline ways to assess process capabilities; showcase how a process can be measured at three different levels; define metrics from three different perspectives; simplify data sampling and provide examples of target setting by translating targets into key performance indicators (KPIs).

Learning Outcomes

Participants enrolled in this course will learn to:

  • Distinguish between known and unknown measures across/within the organization.
  • Determine key processes and assess process capabilities.
  • Identify and understand Key Performance Indicators (KPIs)
  • Recognize the three different types of metrics and the frequency of metric collection.
  • Distinguish between known and unknown measures across/within the organization.
  • Determine key processes and assess process capabilities.
  • Identify and understand Key Performance Indicators (KPIs)
  • Recognize the three different types of metrics and the frequency of metric collection.

Who Should Attend

  • Any employee looking to measure the effectiveness of their processes and improve their process efficiency.
  • All employees, managers and quality professionals responsible for increasing the effectiveness of their workgroup or organization.

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