Measurement is tough.  Far too often organizations measure what’s easy, what’s easily measured, or measure what makes them look good.  Or they have too few or too many process metrics.  None of these really help improve value creation or customer satisfaction.   But the difficulty of measurement is a symptom of a deeper problem.  Organizations have difficulty with measurement because they often lack the insight on how their processes create value.   Without this deep insight, measurement is just guesswork. To achieve measurement excellence the first step is to redefine the true purpose of measurement.  Smart Metrics is much more than a vehicle for historical reporting, or plain CYA efforts.   Effective measurement must: start by linking process measures directly to enterprise strategies and then down to performer goals, and identify opportunities for improvement, and communicate what’s important to process performers. The result should be a balanced process scorecard, containing a small number of measures that mixes leading and lagging indicators with metrics that serve all critical stakeholders.  But it’s not enough to select the right measures; care must be taken to develop the right performance targets and crafting a disciplined measurement process.

Attendees will learn:

• How to select the right few metrics for their process
• How to calibrate performance targets
• How to design an effective measurement process