Executive Development Programme in Lean Service Performance Metrics
-- ViewingNowThe Executive Development Programme in Lean Service Performance Metrics is a certificate course designed to enhance your expertise in service delivery and performance measurement. This program emphasizes the importance of data-driven decision-making and continuous improvement in the modern service industry, making it increasingly relevant and in-demand among employers.
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⢠Introduction to Lean Service Performance Metrics: Understanding the key concepts and principles of Lean Service Performance Metrics, including the importance of data-driven decision making, process optimization, and continuous improvement.
⢠Setting up a Lean Service Performance Metrics Framework: Defining a metrics framework that aligns with the organization's strategic objectives, selecting the right metrics, and establishing a measurement system.
⢠Data Collection and Analysis: Collecting and analyzing data to measure service performance, including statistical analysis and data visualization techniques.
⢠Performance Metrics for Customer Satisfaction: Identifying and tracking metrics that measure customer satisfaction, such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT).
⢠Performance Metrics for Process Efficiency: Identifying and tracking metrics that measure process efficiency, such as cycle time, throughput, and wait time.
⢠Performance Metrics for Quality Control: Identifying and tracking metrics that measure quality control, such as defect rate, error rate, and first-time fix rate.
⢠Performance Metrics for Financial Performance: Identifying and tracking metrics that measure financial performance, such as revenue growth, cost reduction, and return on investment.
⢠Implementing Lean Service Performance Metrics: Developing an implementation plan, including change management strategies and communication plans.
⢠Continuous Improvement and Performance Metrics: Using performance metrics to drive continuous improvement, including establishing a feedback loop and setting performance targets.
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