Key Performance Indicators (KPIs)

Most KPI problems are design problems. Indicators measure activity rather than results, definitions are unclear so each unit calculates them differently, data sources are unreliable, and targets are set without a baseline. Some indicators encourage the wrong behaviour. Dashboards grow until nobody reads them, and performance reviews become explanations of numbers rather than decisions about what to do next.

This programme follows the full KPI lifecycle. It starts from strategy and objectives, moves to selecting the right indicators, then to defining them precisely and setting targets, then to collecting data and reporting, and finally to using KPIs in performance dialogue and improvement without creating gaming or unintended effects.

Built on recognised practice. The programme references the balanced scorecard and strategy maps, logic models and results chains used in results-based management, objectives and key results (OKRs), SMART criteria, and the EFQM Model's approach to results and performance. These tools are compared so participants can choose what fits their organisation.

Decisions this programme improves. Which few indicators deserve management attention; how to balance leading and lagging measures; what target is ambitious but credible; how to cascade KPIs without losing their meaning; how to respond when an indicator goes off track; and when to retire a KPI that no longer helps.

How it is delivered. Twenty hours across five sessions, built around one running case: a service organisation that must translate a new strategic plan into a KPI framework for its departments. Participants build a strategy map, write KPI definition sheets, set targets and design a one-page performance dashboard.

In-house option. For organisations, the programme can be tailored to your strategy, current KPI set and reporting tools, and used to review and simplify your existing indicators.

Who Should Attend

Strategy and performance professionals: strategy managers, performance management and excellence officers

Department and business unit managers responsible for results

Business and data analysts preparing performance reports and dashboards

Quality and institutional excellence staff working with excellence models

Senior professionals involved in planning and linking objectives to measures

Objectives

Explain the role of KPIs within a performance management system

Distinguish KPIs from other measures and leading indicators from lagging ones

Link KPIs to strategic objectives using strategy maps and logic models

Select indicators that reflect the needs of customers, stakeholders and internal processes

Write complete KPI definitions, including formula, data source, frequency and owner

Set baselines and targets using benchmarks, trends and capability

Cascade KPIs from organisation to department and individual level

Design dashboards and reports that highlight exceptions and support decisions

Run performance review meetings that lead to agreed actions

Manage a KPI implementation project and avoid common pitfalls such as gaming

Course Outline

What Makes an Indicator Key

Performance management systems and the role of KPIs
Inputs, activities, outputs, outcomes and impact
Leading and lagging indicators
KPIs, key result indicators and operational measures
Common failures: too many measures, vanity metrics and unintended behaviour
Public-sector and private-sector differences

From Strategy to Indicators

Balanced scorecard perspectives and strategy maps
Logic models and results chains
Objectives and key results and how they differ from KPIs
Stakeholder and customer-focused indicators
Process, quality and productivity indicators
People, sustainability and risk indicators

Defining KPIs and Setting Targets

The KPI definition sheet: formula, unit, source, frequency and owner
SMART criteria and testing indicator quality
Baselines, benchmarks and trend analysis
Setting targets and tolerance thresholds
Composite indices and weighting
Cascading and aligning KPIs across levels

Data, Dashboards and Reporting

Data collection, quality and governance
Designing dashboards that show exceptions clearly
Visual display of trends, targets and variation
Business intelligence tools and automation
Using analytics and AI to support forecasting: potential and limits
Reporting to executives and boards

Using KPIs to Drive Improvement

Performance review meetings and action tracking
Root cause analysis when indicators go off track
Linking KPIs to individual performance and incentives with care
Preventing gaming and managing unintended consequences
Reviewing and retiring KPIs
Managing a KPI implementation project
Action plan: improving your KPI framework

Competencies

KPI selection and alignment with strategy

Strategy maps and logic models

Leading and lagging indicator design

KPI definition and documentation

Baseline and target setting

KPI cascading across the organisation

Performance dashboard design

Performance review and action tracking

KPI implementation and governance

Kuala Lumpur

Explore professional training in Kuala Lumpur across Elite Academy’s full range of disciplines. The city’s position as a well-established Southeast Asian business hub with strong international connectivity makes it an attractive international setting for scheduled courses and programs arranged to your preferred topic and dates. Elite Academy can deliver its full range of professional training programs in Kuala Lumpur, Malaysia. Because the city is a well-established Southeast Asian business hub with strong international connectivity, it provides a strong international environment for participants from organizations as well as individual professionals. The courses shown on this page represent the programs currently scheduled in Kuala Lumpur; they do not limit what can be delivered there. If your preferred course or date is not listed, you can request any program from our portfolio to be arranged in Kuala Lumpur, subject to scheduling and delivery requirements.