Advanced Performance Management I: Focus on Frameworks, Approaches, Tools and Techniques

Course review:

Led by Dr Pietro Micheli from Warwick Business School, this workshop looks at operational issues, tools and techniques for effective performance measurement and management. The following will be examined in detail:

1. Overview of the current challenges in performance measurement in public sector organisations.

2. Designing effective and relevant performance management systems. Most organisations have objectives and measures, but they are often disconnected and used for control and reporting purposes. This session will examine how to best design and introduce Balanced Scorecards and dashboards, and how to make them relevant to the workforce.

3. Performance targets and indicators to drive behaviours. This session will demonstrate that the process of design and implementation of targets and indicators, and the definition of their roles, are fundamental factors to determine their success and impact on performance. Delegates will have the opportunity to design and comment on performance indicators and targets relevant for their organisations.

4. Achieving efficiency gains. The second day of the workshop will start by discussing ways to achieve efficiency savings to release resources for front line service delivery. Through the identification of types of ‘waste', opportunities for reducing costs will be outlined and applied to a number of cases. Several problem-solving tools and techniques will also be presented and applied.

5. Delivering higher quality services. Public sector organisations are increasingly demanded to enhance the quality of the services they provide while reducing cost. In this session both processes and activities from a ‘customer' perspective will be examined and delegates will investigate ways to build a culture of creating value for the customer.

6. Design and implementation of a performance measurement system. Delegates will discuss real life examples of development, use and review of performance management systems and their roles in improving the performance of both public and private sector organisations. We will conclude with a list of do's and don'ts in performance measurement and management.