Do your firm’s internal measurements give you a competitive advantage in the marketplace? Do they judge the success of your company the same way your customers do? Are there leading indicators that have predictive ability and correlate with value as defined by your customers* If you get what you measure, what exactly do your internal metrics get you?
Course ID: MWMTC
Measure What Matters to Customers: Using Key Predictive Indicators
Learning Objectives
- Learn how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your company
- Increase your company’s profits by working smarter
- Learn why the most important activities that actually matter in your business are those that impact your customers
Major Topics
- Working in an intellectual capital economy, not an industrial or service economy, and why that difference is critical
- Why the traditional metrics of efficiency, which are over a century old, are no longer relevant to measuring the effectiveness of intellectual capital
- The perils of pantometry: counting for the sake of counting
- The difference between a Key Performance Indicator and a Key Predictive Indicator
- How to combine a theory with a measurement for maximum value creation
- Developing Key Predictive Indicators for your firm
- Human capital, not cattle
- How to increase the effectiveness of your knowledge workers
- Managing by results versus managing by means
- The seven moral hazards of measurements
Who Should Attend
Any professional interested in being among the leaders in the profession, moving away from the old paradigm of operating a professional service firm and embracing the critical success factors of the knowledge economy
Fields of Study
Management ServicesPrerequisites
Management experience