Quality KPIs and Performance Management

Programme Summary

This programme helps managers create a focused performance measurement system that connects organisational priorities with day-to-day decisions. Participants translate objectives into meaningful indicators, define reliable calculations and build balanced review arrangements. Practical exercises address targets, ownership, data quality and unintended incentives, producing a concise scorecard that supports constructive performance conversations and timely action rather than excessive reporting or isolated numerical targets.

Training Objectives

1 Connect performance measures with organisational priorities; 2 Strengthen clear indicator definitions and accountability; 3 Balance leading and lagging performance evidence; 4 Improve data quality and interpretation discipline; 5 Develop actionable performance review and improvement routines.

Learning Outcomes

1 Translate a strategic objective into measurable results; 2 Select a balanced set of relevant indicators; 3 Write complete indicator definitions and ownership arrangements; 4 Interpret trends against targets and contextual evidence; 5 Build a scorecard with practical review actions.

Target Audience

Department Managers; Performance Analysts; Strategy Coordinators; Operations Managers; Quality Managers; Business Improvement Specialists.

Target Industries

Manufacturing; Logistics; Healthcare Administration; Financial Services; Utilities; Hospitality.

Course Contents

• Module 1 Performance Purpose and Strategic Alignment: Objectives outcomes and organisational priorities; Measures versus targets and initiatives; Cascading responsibility without excessive indicator duplication.
• Module 2 Selecting Useful Performance Indicators: Leading lagging and balancing indicators; Relevance controllability and decision usefulness; Avoiding vanity measures and unintended incentives.
• Module 3 Building Clear Indicator Definitions: Numerators denominators units and boundaries; Data sources frequency and accountable owners; Inclusions exclusions and calculation consistency.
• Module 4 Baselines Targets and Thresholds: Baseline quality and historical performance; Target rationale and realistic improvement expectations; Thresholds escalation and contextual assumptions.
• Module 5 Data Quality and Reporting Controls: Completeness accuracy timeliness and traceability; Validation checks and source reconciliation; Confidentiality access and responsible reporting.
• Module 6 Scorecards Dashboards and Trend Interpretation: Balanced perspectives and concise visual presentation; Variation seasonality and comparison limitations; Distinguishing trends from isolated observations.
• Module 7 Performance Review and Action: Evidence-based discussion and constructive challenge; Root-cause enquiry and accountable follow-up; Learning reviews and indicator refinement.
• Module 8 Applied Scorecard Development: Translate case objectives into performance measures; Complete indicator definition and review templates; Present priorities actions and evidence limitations.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Supplied KPI templates and a calculator permitted; internet, messaging and AI tools prohibited.
• Individual applied assessment (30 minutes): Develop a five-indicator scorecard for the supplied department, including definitions, data sources, owners and targets; interpret the sample results and propose a focused performance review agenda and two actions.
• Assessment criteria: Clear alignment between objectives and selected indicators; Complete consistent definitions and credible data arrangements; Balanced interpretation and actionable review recommendations.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed KPI and performance management skills; it does not independently validate organisational performance or confer external professional certification.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

No formal qualification required. Familiarity with departmental objectives and basic spreadsheets is recommended.No formal qualification required. Familiarity with departmental objectives and basic spreadsheets is recommended.No formal qualification required. Familiarity with departmental objectives and basic spreadsheets is recommended.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Complete a 30-minute diagnostic identifying weaknesses in a supplied departmental scorecard and checking three example indicator calculations.Complete a 30-minute diagnostic identifying weaknesses in a supplied departmental scorecard and checking three example indicator calculations.Complete a 30-minute diagnostic identifying weaknesses in a supplied departmental scorecard and checking three example indicator calculations.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (30 minutes).40 question written exam (60 minutes) and individual applied task (30 minutes).40 question written exam (60 minutes) and individual applied task (30 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance.75% written and 70% applied, passed separately; full attendance.75% written and 70% applied, passed separately; full attendance.