[01] OVERVIEW

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

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

[04] WHO SHOULD ATTEND
•  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 

Date:     9 Oct 2023 (Mon)

Time:     9.00am – 5.00pm

Venue: ibis PJCC, Petaling Jaya

Level: Intermediate

FEE: [ HRD Corp Claimable ]

  -  Early Bird Offer (before 21 Sep 2023) – RM760

  -  Special Offer (before 3 Oct 2023) – RM810

  -  Fee  – RM860

>> 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

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

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 

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