[Online] 组织管理的关键绩效指标 (KPI) - 精髓版 Key Performance Indicators (KPI) for Organizational Management - E
Course Information
  • 06-Oct-2022
  • Online
  • Dr Wendy Tee
  • Mandarin
  • RM 700 RM 660
    Until 06 Oct 2022
  • 9:00am - 5:00pm

[01] OVERVIEW 课程大纲

 

大多数企业和组织设定目标是为了实现正确的目标并满足其利益相关者的需求。这些目标从最高层开始,向下渗透到组织内的每个团队,每个团队都执行独特的功能来推动业务发展。有许多不同的方法来设定和衡量目标。衡量个人、团队或公司实现目标进度的一种流行方法是使用关键绩效指标或 KPI,它为特定业务目标设定了成功标准。在本课程中,我们定义了关键绩效指标,并提供了具体示例以及为您自己、您的团队或您的业务创建 KPI 的分步指南。

 

Most businesses and organizations set goals in order to achieve the right objectives and fulfil the needs of its stakeholders. Those goals start at the top and trickle down to every team within the organization, each performing unique functions to advance the business.

There are many different ways to set and measure goals. One popular way to measure an individual, team or company’s progress towards a goal is by using key performance indicators, or KPIs, which set a standard of success for a specific business objective. In this course, we  define key performance indicators and offer specific examples with a step-by-step guide for creating KPIs for yourself, your team or your business.


 

[02] COURSE OBJECTIVES 课程目标

 

• 确保员工具备量化影响的技能,并为个人(各级)对实现整体业务目标的贡献提供及时的指导

• 协助组织实施其KPIs

• 提供制定 KPI 的理由

• 提供制定 KPI 的分步指南

• 提供KPI各部门样本

• 了解如何报告 KPI

 

• To ensure employees have the skills to quantify impact, and provide timely direction for an individual contribution (At all levels) towards achieving overall business goals

• To assist with the organization with the implementation of their KPIs

• To offer reasons for developing KPI

• To provide step by step guidelines in developing the KPI

• To provide samples of various department of  KPI

• To know how to reporting on KPI

 

 

[03] METHODOLOGY 教课方法

 

•  互动演示

•  练习/小测验

•  问题和答案


•  Interactive Presentation
•  Practical Exercises / Quizzes
•  Questions & Answers

 

 

[04] WHO SHOULD ATTEND 谁该参加

 

•  人力资源经理/行政人员/主管/官员

•  工厂经理/分支机构经理/出口经理

•  部门主管/直属经理

•  主管/团队负责人

•  雇主和企业主


•  Human Resource Managers / Executives / Supervisors / Officers
•  Factory Managers / Branch Managers / Outlet Managers
•  Heads of Departments / Line Managers
•  Supervisors / Team Leaders
•  Employers and Business Owners

 

 

[05] DATE/ TIME/ FEE 日期/方式/费用

 

Date 日期:     6 October 2022 (Thu)

Time 时间:     9.00am – 5.00pm

Mode 方式: 綫上 / Online

Level 程度: 中级/ Intermediate

 

 

FEE: [ HRD Corp Claimable ]

 

   - Early Bird Offer (before 18 Sep 2022)     –      RM 620

   - Special Offer (before 2 Oct 2022)     –      RM 660

   - Normal Fee      –      RM 700

 

>> Fee includes Course Notes & Certificate of Completion and 6% Government Service Tax

 

** OFFER ** 

- 10% Cashback for SST2u Learner Card+ (SLC+) members. T&Cs applied.

 

 

[06] COURSE OUTLINE 课程内容

 

单元1:  KPI 概念和绩效测量介绍

  • 概述

  • 什么是绩效衡量

  • 为什么要衡量组织绩效

  • 什么是好的绩效衡量系统?

  • 公共部门和私营部门的绩效衡量是否不同?

 

单元2:   定义关键绩效指标 (KPI)

  • 什么是 KPI

  • KPIs 的优势

  •.关于 KPIs 的一般原则

  • 良好 KPI 的特征:SMART 原则

  • KPI 的类型

  • 如何创建 KPI

  • 第一次做对

  • 要点总结

 

单元3:选择和跟踪 KPI:分步指南

  • 第 1 步:选择一个或两个直接有助于实现您的每个目标的措施

  • 第 2 步:确保您的衡量标准符合良好KPI 的标准

  • 第 3 步:将每个 KPI 的责任分配给特定的个人

  • 第 4 步:监控和报告KPI

 

单元4:关键绩效指标示例和定义

  A.销售和财务

    • 未计利息、税项、折旧及摊销前利润 (EBITDA)

    • 净利润(公司在缴纳税款、费用等后保留了多少收入)

    • 毛利润(公司在扣除已售商品的生产成本后保留多少收入)

    • 成本(找出降低成本的方法)

    • 预计收入与实际收入的比较

    • 费用与预算的比较

    • 债务与权益比率

    • 未结销售日 (DSO)(销售后收到付款的平均天数)

    • 区域或全国销售

    • 来自新客户的销售额

    • 重复销售收入

    • 已发布和/或丢失的提案

    • 交易已结束

    • 一定时期内的潜在客户会议次数

    • 退货数量

    • 在线与店内销售的数量

    • 库存周转率(库存中的产品需要多长时间才能售出)

    • 平均销售规模

    • 维持销售人员的成本

 

  B.营销

    • 一定时期内用于营销的美元

    • 在线流量(公司网站的访问者数量)

    • 自然在线流量(通过搜索引擎访问公司网站的人数)

    • 网络流量(确定有多少新访客与回访访客)

    • 移动流量

    • 点击率(点击特定广告的网络流量比率)

    • 访问特定内容的次数

    • SEO 排名(您的网页内容出现在某些关键字的搜索引擎结果中)

    • 社交媒体流量增长

    • 从在线营销活动中获得的销售收入

    • 营销合格的潜在客户(表明他或她可能购买公司产品或服务的潜在客户)

    • 销售合格的潜在客户(经过研究、审查和确定可能购买公司产品或服务的潜在客户)

    • 每个潜在客户的成本

 

  C. 客户关系

    • 在一定时期内获得的客户

    • 不继续为服务或购买产品付费的客户百分比

    • 获客成本

    • 客户终身价值(确定如何最好地获得和留住客户)

    • 客户保留

    • 客户满意度或客户满意度得分

    • 基于调查的净推荐值(以确定客户是否会将公司推荐给其他人)

    • 致电客户服务的次数

    • 通过电子邮件、电话或其他方式投诉的客户数量

 

  D. 人力资源和就业

    • 新员工人数

    • 每次雇用的成本

    • 促销次数

    • 员工流动率

    • 通过调查回复获得员工满意度

    • 退休率

    • 缺勤率(确定因员工病假或个人休假而损失了多少生产力)

    • 基于培训前后测试分数的培训和发展率

    • 薪酬竞争力比率(确定贵公司的平均薪酬与竞争对手或整个行业相比如何)

 

  E. 员工成功

    • 个人目标,例如销售配额

    • 在特定时间范围内完成项目

    • 一天、一周、一个月等处理的单位或解决的问题

    • 工作速度

    • 顾客满意度

    • 工作满意度

    • 旷工

 

单元5KPI 报告

  • 分析报告

  • 运营报告

  • 战略报告:KPI 报告中包含的内容

  • KPI 报告提示

 

Module 1: Introduction - KPI Concept and Performance Measurement

  • Overview

  • What is performance measurement

  • Why measure Organizational performance

  • What constitutes a good performance measurement system?

  • Are public and private sectors performance measurement different?

 

Module 2: Defining the Key Performance Indicators ( KPIs)

  • What are KPIs

  • The advantages of KPIs

  • General principles regarding the KPIs

  • Characteristics of a good KPI : SMART principle

  • Types of KPIs

  • How to create KPIs

  • Getting it right the first time

  • Summary of the key points

 

Module 3: Choosing & Tracking KPIs: A Step-by-Step Guide

  • Step 1:  Choose one or two measures that directly contribute to each of your objectives

  • Step 2: Make sure the measures meet the criteria for a good KPI

  • Step 3: Assign responsibility for each KPI to specific individuals

  • Step 4: Monitor and report on the KPIs

 

Module 4: Key Performance Indicator Examples

  A. Sales and Finances

    • Earnings before interest, taxes, depreciation and amortization (EBITDA)

    • Net profit (how much revenue the company retains after paying taxes, expenses, etc.)

    • Gross profit (how much revenue the company retains after deducting the production cost of goods sold)

    • Costs (to figure out ways to lower them)

    • A comparison of projected vs. actual revenue

    • A comparison of expenses vs. budget

    • Debt vs. equity ratio

    • Day sales outstanding (DSO) (the average number of days it takes to receive payment after a sale)

    • Regional or national sales

    • Sales from new customers

    • Repeat sales revenue

    • Proposals issued and/or lost

    • Deals closed

    • The number of prospect meetings across a set period

     • The number of returned items

    • The number of online vs. in-store sales

    • Inventory turnover (how long it takes for products in inventory to get sold)

    • Average sale size

    • The cost of maintaining sales staff

 

  B. Marketing

    • Dollars spent on marketing over a certain period

    • Online traffic (the number of visitors to the company website)

    • Organic online traffic (the number of visitors to the company website via a search engine)

    • Web traffic (to determine how many visitors are new vs. returning)

    • Mobile traffic

    • Click-through rate (the ratio of web traffic that clicks on a particular ad)

    • The number of visits to a particular piece of content

    • SEO rank (where your web content appears in search engine results for certain keywords)

    • Social media traffic growth

    • Sales revenue earned from online marketing campaigns

    • Marketing qualified leads (a potential customer who has indicated he or she is likely to buy the company’s product or service)

    • Sales qualified leads (a potential customer who’s been researched, vetted and determined likely to buy the company’s product or service)

    • Cost per lead

 

  C. Customer Relations

    • Customers gained over a set period

    • Percentage of customers who don’t continue paying for service or buying products

    • Cost of customer acquisition

    • Customer lifetime value (to determine how to best gain and retain customers)

    • Customer retention

    • Customer satisfaction or customer satisfaction score

    • Survey-based net promoter scores (to determine whether customers would recommend the company to others)

    • The number of calls to customer service

    • The number of customer complaints via email, phone or other methods

 

  D. Human Resources and Employment

    • The number of new hires

    • Cost per hire

    • The number of promotions

    • Employee turnover

    • Employee satisfaction via survey responses

    • Retirement rate

    • Absenteeism rate (to determine how much productivity has been lost due to employee sick or personal days)

    • The rate of training and development based on test scores pre- and post-training

    • Salary competitiveness ratio (to determine how your company’s average salary compares to your competitors or the industry as a whole)

 

  E. Employee Success

    • Personal targets such as sales quotas

    • Project completion within a certain time frame

    • Units processed or issues resolved a day, week, month, etc.

    • Speed of work

    • Customer satisfaction

    • Job satisfaction

    • Absenteeism

 

Module 5 : Reporting on KPIs

  • Analytical report

  • Operational report

  • Strategic report: What to include in a KPI report

  • KPI reporting tips

 

 

[07] TRAINER PROFILE 讲师简介

 

DR WENDY TEE

- HRDF APPROVED SPEAKER, HR CONSULTANT

 

Dr Wendy Tee has over fifteen years of experience in senior management and human resources positions for diversified industrial and business environments. Graduated with a Doctor of Business Administration (UUM), Master of Business Administration (UM), Master of Information Technology (UM), Certified Financial Planner (CFP), Certified Business coach (UM), Registered Financial Planner (RFP), Certified Trainer (PSMB) and Certified Advance Human Resource Practitioner (MIHRM), she has undergone intensive academic training in various human development and knowledge improvement.

Dr Wendy is actively involved in management consultancy, management training and research. Her latest responsibility involves the business coaching, financial training, management consultancy, Accounting and Financial lecturing of Degree programs for Kolej Universiti Tunku Abdul Rahman. She has experience managing training programs cover from local universities, in house training and public seminar training.

Dr Wendy is also a Human Resource consultant and certified trainer now appointed from Harrison Assessment Talent solutions (HATS), Pembangunan Sumber Manuasia Berhad (PSMB) and National Human Resources Centre (NHRC), providing comprehensive and independent Human Resource advisory to clients. In addition to consulting with and servicing clients, she is responsible for HR assessment, HR training, coaching & advisory for the company. In the area of Human Resource Management, Wendy focuses on Strategic Talent Management, Training and Development Management, Performance Management, Payroll Management and Setting Departmental & Inter Departmental Key performance Indicators (KPIs).

Dr Wendy completed and passed her GST and SST exams organized by Chartered Tax Institute of Malaysia (CTIM) with the cooperation and support from the Royal Malaysian Customs Department (RMC). She has trained more than 75 SME companies in Malaysia for getting prepare on the post implementation of GST and SST, mainly dealing with the tax authorities over various indirect tax issues, elements and scope of indirect tax, cycle and operations, rulings, registration, administration, audit and investigations on behalf of her clients.

 

 

[08] ENQUIRY AND REGISTRATION 报名/联络 

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