Operational KPIs & Performance Management
Every organisation measures; few measure things that change what anyone does on Monday. The difference is not better software — it is choosing measures that predict, targets that stretch without corrupting, and reviews that end in decisions.
Format
Classroom · Virtual
Upcoming sessions
Pick a session to applyADMISSIONS OPENThe programme
Most performance reporting describes the past to people who cannot change it. This two-day programme rebuilds operational measurement as a management instrument — core discipline of operational excellence. Participants learn to derive KPIs from strategy and process, not what systems happen to record, cutting bloated scorecards to the few measures that matter; to balance lagging indicators that confirm results with leading indicators that leave time to act; to set targets that stretch performance without corrupting it — measures get gamed once consequences attach; definitions, balance and review culture prevent it; and to design dashboards and reviews that change behaviour — visual, exception-focused, ending in owned actions, not commentary. Casework runs on participants’ scorecards, rebuilt during the programme. At home in manufacturing, services, logistics, banking back-offices and public sector, it runs best in-house for a leadership team wanting one coherent measurement system and one honest performance conversation across its departments. Delivered in English and French across the Middle East and Africa — Dubai, Riyadh, Doha, Nairobi, Johannesburg — and live online.
What you will do
Who attends
Operations, production, logistics and service-delivery managers who own performance numbers; department heads and team leaders who sit through reviews that decide nothing; performance, planning and PMO analysts who build the scorecards; quality and continuous improvement professionals connecting improvement work to measured results; and finance business partners supporting operational reviews. Participants bring their own KPIs and dashboards as working material. For leadership teams, the in-house edition aligns the measurement system of an entire operation in one room.
Programme agenda
Built for the decisions no textbook prepares you for
I.Measures that matter
- From strategy and process to KPI: deriving measures instead of inheriting them
- The cost of measuring everything: attention as the scarcest operational resource
- Cutting the scorecard: keeping the few measures a manager can actually move
II.Leading & lagging indicators
- Lagging measures confirm, leading measures still leave time — building the causal chain between them
- Finding true leading indicators for quality, safety, service and cost
- Testing the predictive link — and retiring indicators that predict nothing
III.Definitions & target-setting
- The KPI definition sheet: owner, formula, source, frequency — agreed once, disputed never
- Targets from baselines and benchmarks — and reading normal variation before judging change
- Stretch without fantasy: targets people commit to because the path is credible
IV.Dashboards & reviews that change behaviour
- Dashboard design: visual, exception-focused and readable in ninety seconds
- The review cadence: daily, weekly, monthly — what each level looks at and decides
- Running the review: from narrated slides to owned actions with dates
V.Gaming, culture & your scorecard rebuilt
- How measures get gamed: the predictable distortions once numbers carry consequences
- Designing gaming out: balanced pairs, honest definitions and a review culture that rewards truth
- The scorecard clinic: your own KPI set rebuilt, challenged and taken home
Frequently asked
Should participants bring their own KPIs and dashboards?
Yes — they are the working material. Casework runs on participants’ own scorecards, which are rebuilt during the programme: measures cut to the few that matter, definitions written so they survive argument, targets reset against baselines, and the closing clinic sends your KPI set home challenged and improved.
Is this a dashboard software or BI tools course?
No. The premise of the programme is that better measurement is not better software: it is choosing measures that predict, targets that stretch without corrupting, and reviews that end in decisions. Everything taught — definitions, leading indicators, dashboard design, review cadence — applies whatever reporting tools you already use.
How does the programme deal with KPI gaming?
Head-on. A dedicated module covers the predictable distortions that appear once numbers carry consequences, then the design responses: balanced measure pairs, honest operational definitions and a review culture that rewards truth-telling. The aim is targets that stretch performance without corrupting it.
Can it run in-house for a leadership team?
Yes — the in-house edition aligns the measurement system of an entire operation in one room, tailored to the institution and built on your own scorecards, so departments leave with one coherent KPI set and one honest performance conversation. Delivered in English and French; dates and fees on enquiry.
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In their words
Knowledge transfer, emphasised throughout
“We worked with BIZENIUS for our Fresh Graduates Programme — they are simply amazing. Knowledge transfer and practical learning were emphasised throughout.”
Kuwait Investment Authority
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