Get a FREE performance management kit and access to all of Victor's full videos at: www.lifecycle-performance-pros.com This presentation discusses the value to identifying key processes and using metrics to drive organization performance. It discusses what key processes are, key process identification techniques, the process performance lifecycle, types of metrics, and more.

1. Identifying Key Processes

2. What are key processes?
• Key processes are those processes that have
maximum impact on the success of an
organization.
• Key processes deliver results that are directed
towards specific and measurable business goals.
• Key processes are those that ensure that your
organization remains competitive
• Key processes are the real value creating
processes in the organization that customers and
shareholders are concerned with.
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3. Steps for Identifying Key
Business Processes
• Step 1: Identify critical success factors (CSFs) to achieve
company’s objectives.
• Step 2: Identify metrics for measuring the critical success
factors (these are your KPIs).
• Step 3: Identify the processes that are delivered to the
above drivers or KPIs.
• Step 4: Group or un-group related or un-related
processes.
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4. Process Performance Lifecycle…
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5. 3 Types of Process Metrics
• Internal Measures
• Output Measures
• Satisfaction Measures
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6. Steps for Identifying Key Process
Metrics
1. Review the process maps
2. Brainstorm aspects of that outcome which can
be measured.
3. Validate whether each measure gives
information that would be useful in determining
the process’ effectiveness.
4. Select measures for the outcome which will
serve as the metrics for the key processes in the
coming year.
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7. Steps for Identifying Key Process
Metrics
1. Answer the following questions to ensure the
selected metric(s) is appropriate:
• Is there agreement that the metric would provide
information that is useful in understanding and
improving the process?
• Is there agreement that the metric can be easily
understood by others who have a working
understanding of the process?
• Is there agreement that data for the metric is
available and can be gathered with relatively
little difficulty?
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8. Steps for Identifying Key Process
Metrics
1. Determine how the metric will be
implemented by doing the following:
• Defining what data will be required by
this metric.
• Defining how the data will be
collected.
• Defining who will collect the data.
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