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This element recognises the need for an effective manager to provide an environment that will help to sustain and continue the changes made by a project or process improvement team. It proposes some tools and techniques that can be used to deploy relevant, understandable and measurable Key Performance Indicators (KPIs) around a business process. The element also suggests how KPIs might be used as the focus for day-to-day operation and longer term improvement activities for the business process team.

Learning outcomes

After completing this element you should:

• Understand what is meant by KPIs
• Appreciate what constitutes a balanced set of KPIs
• Know how to establish KPIs for your organisation
• Ensure that KPIs are 'leading' measures that will drive business financial performance
• Be able to establish KPIs that employees buy into and strive for achieving related targets
• Be able to facilitate your employees in establishing their own challenging targets
• Be aware of the technique of Daily Management that can be used by teams to manage their performance

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