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The KPI Institute is a leading global research institute specialized in business performance. It operates research programs in 12 practice domains, ranging from strategy and KPIs, to employee performance and from customer service to innovation performance. Insights are disseminated through a variety of publications, subscriptions services and through a knowledge platform available to registered members. Support in deploying these insights in practice is offered globally through training and advisory services.

Today, the KPI Institute is considered the global authority on Key Performance Indicators (KPIs), research and education. It developed the first KPI Management Framework and operates www.smartKPIs.com, an online portal containing the largest collection of documented KPI examples. The portal provides members with access to the results of research programs, dedicated to meticulously documenting and cataloguing how KPIs are used in practice.

The KPI Institute is an Accredited Provider of the CPD Standards Office, a Continuing Professional Development global assessor.

CERTIFIED KPI PROFESSIONAL

Getting Key Performance Indicators right, by using a rigorous KPI measurement framework

Key Business Benefits

• Improve the performance of your organization by practicing a sound framework for KPI measurement

• Obtain better business results by selecting the right KPIs to monitor for your organization

• Generate value from using KPIs by optimizing the data collection process

Course Overview

KPI selection and data gathering are considered by professionals all around the world to be the most challenging aspects in working with KPIs. A way to address these challenges is to build a sound framework to measure KPIs, starting from the moment they are selected, until results are collected and centralized in performance reports. This training course presents a rigorous KPI Measurement Framework that embeds 10 years of research in the field of key performance indicators and relies on best practices identified in the business environment.

Participants Profile

Professionals interested in measuring performance

Professionals from different fields, such as finance, human resources, production, logistics, information technology and others, interested in key performance indicators, will acquire the competencies needed to measure the performance of their team, department, or organization.

Management Professionals at all Levels

Executives or operational managers, regardless of their field of expertise, will gain the ability and knowledge to measure performance and maximize the value of using KPIs. The tools and resources offered as part of the Certified KPI Professional training course enable managers to apply the concepts learned within their organizations immediately after the course.

Performance Measurement Experts

For professionals like Data Analysts, Strategy Managers, Performance Management Officer, or Performance Architects, it is important to develop competencies in measuring performance, especially in terms of KPI selection and data gathering. Usually, this particular audience already has a performance measurement system set in place and the course offers them the opportunity to learn the best practices used in this field and to identify how their current processes and approaches regarding KPIs can be improved.

Benefits

• Support decision-making, by accessing relevant performance data

• Use pre-populated tools to facilitate the implementation of a KPI Measurement Framework in your organization, by receiving +10 templates used in working with KPIs

• Access an innovative learning experience, based on a -3stage educational process

• Expand your business network, by becoming a member of the international Certified KPI Professionals Community.

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Differentiate between objectives, KPIs, and initiatives

• Understand KPI selection in different contexts

• Apply best practice techniques to KPI selection

• Document KPIs in a standardized template

• Learn when and how to use benchmarking in target-setting

• Optimize the KPI activation and data gathering process

CERTIFIED STRATEGY & BUSINESS PLANNING

Develop strategies to drive business performance.

Key Business Benefits

• Understand the logic of strategy planning at every level of the organization

• Become familiar with an easy-to-use toolkit for every step of the strategic planning process

• Be ready to transfer the knowledge accumulated into your organization

Course Overview

To be successful in the long-run, organizations need to define a mission and a vision, which can be cascaded down into SMART strategic and operational objectives, at all hierarchical levels. The course offers an algorithm on how this can be done, with a focus on creating strategies that are internally consistent and aligned for optimal performance. At the same time, the course offers tools for both internal and external environmental scanning, which will allow companies to build strategies that are flexible and shock-absorbent, adapted to a business world that is rapidly changing. Last but not least, the course focuses on how departments can set their own strategies and action plans that are ready-for-execution and support the overall corporate strategy.

Participants Profile

Business owners and top management

Business owners and top management professionals will acquire the knowledge and competencies needed to design a strategy at the corporate level, thus increasing the performance of their organization in terms of relevant financial indicators, operational indicators, customer satisfaction indicators, and employee satisfaction indicators.

Middle management professionals

Professionals from different fields, such as finance, human resources, production, logistics, marketing & sales, and others, will acquire the knowledge and competencies to design and implement a strategy for their department that supports and is aligned to the organizational strategy.

Consultants and academia

These participants get a chance to validate and certify their knowledge and competencies in assisting organizations with their strategy and business planning processes at all levels. By attending this course, they also join a network of professionals and get into direct contact with companies potentially interested in their services.

Benefits

• Receive structured knowledge that can be transferred into all areas of your professional life

• Get access to a network of specialists, discussing business opportunities, innovative solutions, and strategy planning dilemmas

• Receive a premium recognition as a Certified Strategy and Business Planning Professional

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Build up a strategic mind frame

• Understand key strategy planning concepts

• Use strategy planning tools, in individual and team exercises

• Reflect on the best practices in the field, by studying case studies

CERTIFIED PERFORMANCE MANAGEMENT PROFESSIONAL

Transform to perform and grow

Key Business Benefits

• Improve business results by operating an effective Performance Management System

• Get practical experience in designing performance scorecards and dashboards

• Build the business case for using a Performance Management System and investing in a performance-oriented culture

Course Overview

The Certified Performance Management Professional course approaches performance management as a key capability for successful organizations, as the backbone structure for strategy planning and execution. This training program is centered on the design of specific processes that support the growth of a performance culture, the measurement and reporting of performance for informed business decisions. The course is highly interactive and engages participants into real-life KPI usage scenarios, such as exploring potential causes for poor performance and creating a meaningful action plan or align strategic objectives to projects to create alignment between strategy and operations.

Participants Profile

Strategy and performance management experts

Strategy Managers, Business Planning Specialists, Performance Measurement Specialists and independent Business Management Consultants have the opportunity to obtain a premium certification for their skills in the area of corporate and operational performance management. This course provides the opportunity to compare personal perspectives with best practices, to liaison with industry peers and to practice under the guidance of an experienced facilitator.

Executives and managers

Professionals from all management levels, regardless of their specific industry or functional area, will benefit from this course as it provides the fundamental pillars, tools, and know-how to operate a Performance Management System effectively. They will learn how to make a better usage of performance management instruments, how to engage the key to building a result-oriented culture, and how to leverage data for better decision-making.

Professionals interested in Performance Management

Entrepreneurs, business analysts, and professionals from different fields have the opportunity through this course to better grasp the particularities of performance management and they can explore the application of key principles in their area of activity with the support of the training facilitator.

Benefits

• Build a strong case to outline the importance of a sound Performance Management System for the growth of the organization

• Discover the key enablers for creating a performance-oriented culture

• Reflect on the organization’s practices and identify the necessary improvements to create a more mature Performance Management System

• Get ready-to-use Performance Scorecard, Performance Dashboard and Portfolio of Initiatives configured in Microsoft Excel

• Obtain free access to assess the maturity of the performance improvement system in your organization

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Identify the key competencies needed to build the internal performance management capability

• Design the main tools for a performance management architecture

• Use performance data to leverage decision-making and execute strategy

• Improve the performance reporting process in the organization

• Nurture fundamental enablers for the growth of a result-oriented organizational culture

CERTIFIED BALANCED SCORECARD MANAGEMENT SYSTEM PROFESSIONAL

Key Business Benefits

• Improve the performance of your company

• Ensure excellence in achieving organizational strategic objectives through a rigorous cascading process

• Attain the company’s desired state of evolution

Course Overview

The training course provides you with relevant knowledge on how to develop and implement a Balanced Scorecard system. This course offers a comprehensive overview on the many benefits any organization can extract from the Balanced Scorecard system implementation. A highly interactive learning experience will enable you to grasp the functionality of the Balanced Scorecard, and leverage on its benefits to advance strategy execution. The course focuses on delivering all the information needed to fully comprehend the value of the Balanced Scorecard, as well as on developing the necessary skills for a successful implementation.

Participants Profile

Professionals interested in measuring performance

Professionals interested in Balanced Scorecard management system from the finance, human resources, production, logistics, information technology and other fields, will acquire the competency to apply all the above-mentioned concepts in their organizations, immediately after the course.

Management professionals at all levels

Executives or operational managers, regardless of their field of expertise, will gain the ability and knowledge to measure performance and maximize the value of using a sound Balanced Scorecard management system. The tools and resources offered as part of the training course will enable managers to apply the acquired concepts within their organizations, immediately after the course.

Performance measurement experts

For professionals like Strategy Manager, Performance Management Officer or Performance Architect, it is important to develop competencies in designing a Balanced Scorecard architecture, especially in terms of translating the organizational strategy into outstanding results.

Benefits

• Get access to a deeper understanding of the value added and functionality of the Balanced Scorecard Management System

• Develop and implement a Balanced Scorecard Management Architecture in a standardized manner

• Overcome challenges in strategy execution by implementing the Balanced Scorecard Management System

• Improve strategy communication by using the Balanced Scorecard Management System

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Comprehend the fundamentals of a Performance Management System

• Transpose the organizational strategy into a Balanced Scorecard Management System

• Learn how to integrate the components of a Balanced Scorecard Architecture

• Differentiate between objectives, KPIs, and initiatives

CERTIFIED PERFORMANCE MANAGEMENT SYSTEMS AUDIT PROFESSIONAL

Learn how to assess the maturity level of Performance Management Systems.

Key Business Benefits

• Ensure you have the right tools, processes, and people, in the right place, for your Performance Management System

• Identify the weaknesses of your current Performance Management Framework and learn how to shift from one maturity level to the next one

• Maximize the added value generated by your Performance Management System, by elevating current practices to best practices

• Educate stakeholders to be oriented towards continuous learning and improvement

• Assess your organization’s maturity level using the full audit methodology developed by The KPI Institute in collaboration with GPA Unit

Course Overview

The Certified Performance Management Systems Audit Professionals embeds over 10 years of research in the field of performance architecture development, employing the use of maturity models for capability maturity levels diagnosis. This educational program presents a rigorous approach to diagnosing and auditing the maturity of performance architectures across 5 capabilities: strategic planning, performance measurement, performance management, performance culture, and employee performance management. It involves the use of a proprietary Integrated Performance Maturity Model Framework, which seeks to map out maturity gaps and identify a set of follow-up actions that will ensure progression to the next maturity level.

Participants Profile

Senior & middle management professionals

Professionals from different fields, such as audit, finance, human resources, production, logistics, information technology and others, working with performance management system architectures, will acquire the competencies needed to diagnose their entities performance systems capability maturity

Internal or Independent Audit Professionals

Any audit expert, regardless of their current audit experience (financial, compliance, performance), interested in expanding their area of expertise towards assessing organizational performance systems, by employing the proprietary or customized versions of the Integrated Performance Maturity Model Framework, developed by the Global Performance Audit Unit

Performance management system experts

For professionals like Strategy Managers, Performance Management Officers or Performance Architects, it is important to develop competencies that enable them to a performance management system’s maturity and ensure continuous system improvements. The Certified Performance Management Systems Audit Professional Training Course offers the opportunity to learn the best practices used in this field, allowing professionals to enhance their current processes and tools related to strategy, performance measurement and management, performance culture, and employee performance management.

Benefits

• Receive relevant guidance on how to assess the maturity of a performance management system

• Understand the value added by a performance management system audit and improve your performance management capability

• Receive access to the full Strategy & Performance Management Maturity Framework Toolkit, allowing you to use it for one organizational performance management system audit, through the dedicated Global Performance Audit Unit assessment platform

• Obtain premium recognition and expand your business network by becoming a Certified Performance Management Systems Audit Professional

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Understand how to deploy and conduct a performance audit process

• Learn how to use the Performance Maturity Model Framework as part of the audit methodology

• Develop the ability to interpret the data and perform statistical analysis based on the survey results received

• Gain clear understanding and insights for reviewing performance management documents produced by the organization assessed

CERTIFIED EMPLOYEE PERFORMANCE MANAGEMENT PROFESSIONAL

Implementing a successful employee performance management system by using a structured approach.

Key Business Benefits

• Enhance employee responsibility and productivity by implementing effective evaluations

• Ensure equitable treatment of employees through appraisals based on results and communication

• Improve business profits and organizational performance

Course Overview

This course will clarify key, specific, detailed concepts and will provide practical tools and techniques for implementing, improving or maintaining the company’s employee performance management system. Attendees will gain exposure to best practices in the field of performance management and will learn how to establish and use criteria for evaluating performance.

Participants Profile

People interested in employee performance management

Entrepreneurs, analysts and professionals from any field, interested in employee performance management, will acquire the knowledge needed to understand the aspects that influence employee engagement and productivity and will access different methods that could help them improve.

Management professionals at all levels

Representatives of top/middle/line management and their respective organizations, regardless of their field of expertise, interested in measuring and evaluating employee performance, will be glad to discover a structured approach to the implementation of an employee performance management system, as well as best practices in the field.

HR professionals

This course offers HR professionals, such as HR Consultants, HR Managers or HR Associates, the opportunity to have exposure to a rigorous approach to individual performance management and evaluation, through the implementation of an integrated employee performance measurement system based on KPIs, behaviors and competencies. Starting from the processes and tools already used in their organizations, after completing this course participants can return to their organizations with a more coherent perspective on how an employee performance management system should work.

Benefits

• Nurture core competencies in order to design, implement, monitor, evaluate and follow a performance management cycle in a successful manner

• Improve the visibility and clarify accountability related to performance expectations

• Implement the knowledge acquired during the training course, by accessing a set of performance management tools and relevant

• Identify the necessary corporate competencies and skills gaps to generate sustainable growth

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Understand the fundamentals of the performance management framework

• Learn how to track the employee performance during each phase of performance management cycle

• Apply key tools to measure employees’ results in a fair and objective manner

• Learn how to conduct efficient performance appraisals

• Gain the knowledge of developing a Performance Management System business case

CERTIFIED DATA ANALYSIS PROFESSIONAL

Providing the necessary analysis tools for obtaining operational excellence.

Key Business Benefits

• Achieve processes clarity and strategy optimization by implementing data analysis frameworks

• Optimize the performance reporting processes by closing the gaps found in the data analysis tools

• Attain superior results by implementing data analysis procedures

Course Overview

The Certified Data Analysis Professional is the first level of our Data Analysis Program. It is a hands-on training course aimed at equipping you with the necessary concepts and tools needed to perform basic statistical and analytical reporting activities, in order to generate value out of the existing data. The course provides you with the knowledge required for understanding distinct methods used in analyzing data, statistical interpretation of quantitative and qualitative data, and becoming proficient in using key Microsoft Excel features, by building frequency and conditional tables, creating different types of charts, finding correlations and relationships between variables, hypothesis testing and statistical modeling.

Participants Profile

The course is designed for anyone who has basic mathematical training and basic competences in using Microsoft Excel. Statistical knowledge, intermediate or advanced knowledge of Excel, practical experience with data analysis and related duties are not necessary but may contribute to a better understanding and more in-depth coverage of the course content. Diversity of participants’ background may help in a thorough coverage of the entire syllabus.

The course is addressed to managers, human resources representatives, analysts, auditors or logistics and acquisitions experts, as well as to professionals from other business areas, who deal with data and analysis on daily basis.

The course may also be a starting point for those interested in pursuing career opportunities in data analysis, data modelling and related activities (e.g., campaign management, data mining, statistics, risk management, reporting, data processing for survey analysis etc.).

Benefits

• Obtaining the most relevant data, by setting up a customized data analysis process

• Understanding the data analysis process, its methodology, and logical framework

• Obtaining the necessary knowledge to analyze complex data and to interpret results

• Improving the organization’s decision-making process, by gaining knowledge on data analysis and interpretation

• Receiving the management team’s buy-in, by sharing with them the utility of implementing a customized data analysis methodology in daily business activities

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Developing a hands-on, practical overview of data analysis and connected topics

• Integrating statistical concepts and analysis tools that are widely used in corporate analytics environments

• Analyzing examples of practical applications for statistical methods, used in solving real-life business issues

• Acquiring mastery of Microsoft Excel Data Analysis features, by learning to use statistical techniques through practical examples

CERTIFIED DATA VISUALIZATION PROFESSIONAL

Transform complex information into clear, meaningful, and visually appealing communication.

Key Business Benefits

• Successfully work with challenging data sets by using visual representations

• Have a clear overall image of your company by creating specific data visualization tools

• Gain a competitive edge by identifying and acting faster on emerging trends

Course Overview

Visual communication is effective only when it is aligned with the way people see and think. The course provides insights on the importance of data visualization, fundamental principles, as well as means to increase non-verbal communication skills through effective visualizations. This course will improve communication within your company, through visual displays. You will learn, through practical applications, how to communicate visually in an effective way and how to increase reporting efficiency, leading to a better understanding of the presented data, and thus, to smarter and quicker strategic decisions.

Benefits

• Receive relevant guidance for developing visual representations in order to discover, understand and communicate information

• Create better and more relevant reports by understanding the fundamental concepts in data visualization

• Offer intelligible data sets to decision-making parties through creating excellent graphical representations

• Improve your performance in presenting data and enhance viewer experience

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Understand the fundamentals of creating and designing a visual representation for your intended users

• Select the right communication channel in accordance with the target audience

• Learn how to collect and design standardized data inputs and outputs

• Apply the design techniques required to create an effective visual representation.

CERTIFIED BENCHMARKING PROFESSIONAL

Driving superior business performance by embracing benchmarking methodologies.

Key Business Benefits

• Reach performance improvement by receiving guidance and international benchmarking expertise

• Achieve excellence in your organizational processes by applying benchmarking best practices

• Attain superior results by managing performance gaps based on benchmarked data

Course Overview

The benchmarking methodological uniqueness is represented by the identification of those processes that lead to superior performance, followed by the analysis of the best practices behind that success. Benchmarking offers the opportunity to compare an organization’s performance against industry competitors, noting strengths, weaknesses, and different ways of executing projects. As successful businesses constantly focus on improving the quality of their processes, products and services, benchmarking comes as one of the best approaches in achieving innovative ideas and superior procedures within the organization, through finding and implementing best practices.

Participants Profile

Professionals interested in benchmarking practices

Persons interested in benchmarking practices, data analysis and comparison, as well as performance improvement. Entrepreneurs, analysts and professionals from different fields, interested in acquiring the knowledge needed to understand benchmarking processes and methodologies.

Management professionals at all levels

Executives, operational managers and analysts, professionals from top/middle/lower management, regardless of their field of expertise, will be able to improve organizational performance through internal benchmarking practices.

Experts from both delivery and support functions

Experts in finance, accounting, project management, human resources, sales, marketing, logistics, quality control and improvement, strategy/planning, and operations, will learn how their current processes and approaches regarding KPIs can be improved.

Benefits

• Improve your organizational processes by applying benchmarking best practices

• Link benchmarked data to your organizational strategy and performance objectives

• Set up and apply a benchmarking plan in your own organization, in order to increase competitiveness

• Acquire strong competitive insights from benchmarking specialists’ experience and best practices examples to suit your organization’s reality

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Associate benchmarking objectives with the organizational strategy

• Design a benchmarking plan for your organization

• Understand the fundamentals of benchmarking methodologies

• Assess performance gaps according to benchmarked data

• Select the relevant benchmarks and establish a monitoring process

CERTIFIED INNOVATION PROFESSIONAL

Key Business Benefits

• Achieve excellence in performance by linking innovation data to your organizational objectives

• Ensure organizational competitiveness by designing and developing an innovation framework

• Attain superior results by managing innovation performance results based on measured data

Course Overview

Innovation offers the opportunity to enhance an organization’s performance through creativity, idea management, and a complex innovation framework. Innovation management represents the creation of processes that aim at generating and exploiting new development opportunities. It outlines innovative ideas from two different perspectives: qualitative and quantitative, with emphasis on their efficiency and effectiveness levels once they have been implemented. As successful businesses constantly focus on innovative thinking, innovation performance comes as one of the best approaches in achieving highly qualitative procedures and in generating superior ideas, within the organization.

Participants Profile

• Persons interested in innovation practices, as well as performance improvement through innovation

• Management professionals at all levels, operational managers, and analysts. Individuals from top/middle/ lower management, regardless of their field of expertise, responsible with improving organizational performance through internal innovation practices

• IT and Service Managers, Innovation Managers, Quality Managers, Technology Transfer Managers

Benefits

• Develop and maintain an innovation-oriented organizational culture, by applying innovation best practices

• Improve internal processes and initiatives by managing the organizational innovation capability

• Receiving guidance and international innovation expertise on developing and implementing a successful innovation plan

• Gain strong competitive insights from innovation specialists’ experience and best practices examples that suit your organization’s needs

• Access professional recognition of innovation performance knowledge and capabilities, by obtaining the certification granted by The KPI Institute

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Understand the fundamentals of innovation performance measurement

• Associate innovation objectives with the organizational strategy

• Learn how to design an organizational innovation framework

• Select the relevant KPIs and establish a monitoring process of your innovation performance

• Integrate innovation to other existing organizational systems

• Address initiatives to support innovation culture development

CERTIFIED SUPPLIER PERFORMANCE PROFESSIONAL

Key Business Benefits

• Increase business performance by gaining more control over the suppliers’ performance

• Significantly improve business results by working with the relevant KPIs and supporting instruments

• Consolidate your competitive advantage by addressing, in real-time, the risks associated with selection, contracting and monitoring performance of suppliers

Course Overview

The training course is designed to develop the key competencies necessary to efficiently manage and growth the suppliers’ performance and optimize the relationship with buyers and other procurement stakeholders. Moreover, participants will benefit from a powerful learning experience mixing practical information delivery with well-designed practical activities and study cases, constantly stimulating the interaction between participants and knowledge sharing. As a key differentiator, the course provided by The KPI Institute focuses on a practice-related side of suppliers’ management, using a comprehensive KPIs development and monitoring framework, backed up by a ready-to-use performance toolkit.

Participants Profile

Professionals operating in purchasing, procurement, and strategic sourcing areas

Middle/lower management professionals working in departments such as procurement, logistics, retail, manufacturing, and distribution or related to procurement processes, interested in improving the performance of their supplier activities and bringing strategic and sustainable value to their organizations. Individuals such as buyers, procurement managers, but also key accountants which are involved in procurement-related planning, management, project tracking or performance monitoring. The tools and resources offered as part of the course enable participants to immediately apply the concepts learned within their organizations.

Benefits

• Efficiently manage the procurement activity area, based on a thorough understanding of the supplier relationship dynamics

• Take adequate measures that reflect the company’s competitive advantage in developing and proper usage of supplier selection and evaluation tools

• Have a significant contribution as part of the team involved in procurement and strategic sourcing areas

• Generate value for your business by applying a modern performance management framework

• Enhance your practical learning experience by getting full access to a variety of relevant resources and ready-to use tools designed to help you attain outstanding results

Learning Objectives

• Develop and implement a supplier selection process

• Use different supplier segmentation models

• Identify risks and develop response strategies

• Select relevant KPIs to monitor and improve your supply chain performance

• Implement a rigorous supplier relationship strategy

CERTIFIED CUSTOMER SERVICE PERFORMANCE PROFESSIONAL

Key Business Benefits

• Improve Customer Service team’s performance

• Deliver responsive and engaging services

• Gain the recognition, loyalty, and advocacy of your external and internal customers

Course Overview

In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a performant customer service. The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture.

Participants Profile

Customer service experts

Individuals working with customers on a regular basis, regardless of their field of expertise or the organization’s profile will discover, through this course, the tools and resources required for the effective implementation, sustaining and evaluation of a customer service performance culture within their organization.

Top/middle/lower customer service management

Individuals from top/middle/lower customer service management, regardless of their field of expertise, will be glad to discover in Certified Customer Service Performance Professional, a training course especially designed to develop their customer service performance management skills.

Professionals interested in customer service

Entrepreneurs, analysts, and professionals from different fields, that have to interact with customers in their respective work fields, will acquire the knowledge needed to understand customer behavior and responding standards. The networking opportunity and the possibility of sharing knowledge and personal experiences with other professionals from the customer service area constitutes an important aspect of this training course.

Benefits

• Attain a standardized approach for your services

• Acquire a high level of versatility that enables you to react and deal with a vast range of scenarios

• Gain competitive advantage by capitalizing on good case practices

• Improve your ability to evaluate your external and internal customers’ satisfaction

• Get professional recognition of your customer service knowledge and skills through a Certification granted by The KPI Institute

Learning Objectives

• Understand how to implement a customer service performance culture, strategy and working system

• Develop the channels and tools needed to sustain customer service performance; Learn how to fulfill your internal and external customers’ needs and expectations

• Practice and improve the competencies required in different customer service settings

CERTIFIED OKR PROFESSIONAL

Key Business Benefits

• Improve the strategy execution of your company by identifying the main short-term objectives and key drivers of success

• Obtain better business results by focusing on key stretched objectives for each quarter

• Increase employee accountability by enabling them to practice OKRs alignment and by fostering flexibility

Course Overview

The five-day course trains participants in how to set and work with OKRs and offers them the opportunity to get certified on the ability to deploy and use OKRs in accordance with The KPI Institute’s standards, developed through extensive research and practical knowledge in the field of Performance Management and Objective Setting.

Participants Profile

Professionals interested in measuring performance

Professionals from different fields, such as finance, human resources, production, logistics, information technology and others, interested in objectives and key results, will acquire the competencies needed to measure the performance of their team, department or organization.

Top/middle/lower management professionals

Executives or operational managers, regardless of their field of expertise, will gain the ability and knowledge to measure performance and maximize the value of using OKRs. The tools and resources offered as part of the Certified OKR Professional Training Course enable managers to apply the concepts learned within their organizations, immediately after the course.

Performance measurement experts

For professionals like Data Analyst, Strategy Manager, Performance Management Officer, or Performance Architect, it is important to develop competencies in measuring performance, especially in terms of OKR selection and data gathering. Usually, this particular audience already has a performance measurement system set in place and the Course offers them the opportunity to learn the best practices used in this field and identify how their current processes and approaches regarding OKRs can be improved.

Benefits

• Support fast decision making by fostering constant feedback and communication

• Access an innovative learning experience based on a -3stage educational process

• Obtain premium recognition as a Certified OKR

• Professional by completing a unique international learning program

• Expand your business network by becoming a member of the international Certified OKR Professionals Community

• Champion the use of a rigorous OKRs process within organizations

• Obtain 40 CPD credits to include in your CPD records for your professional body, institute, regulator, or employer

Learning Objectives

• Differentiate between objectives, Key Results and Initiatives

• Recognize different types of OKRs; ǽ Acknowledge the benefits of stretched goals

• Understand OKR setting in different contexts; ǽ Apply best practice techniques to align OKRs across the organization

• Comprehend the review and decision-making process

CERTIFIED AGILE STRATEGY EXECUTION

Key Business Benefits

• Expand your knowledge and skills in strategy management

• Get a toolkit to assist you every step of the strategy execution process

• Avoid common pitfalls in strategy execution organization

Course Overview

A significant percentage of strategies fail in the execution phase, and this is no novelty for most Executives. Strategy execution must effectively engage different organizational capabilities and a variety of resources. Reasons for failure vary from poor leadership to inability to secure budget or drive actual change in the organization. Regardless, of what lies behind every failed strategic initiative, it is essential for Executives to equip themselves with the right tools to design a proper framework to implement strategic decisions.

In today’s high demanding and dynamic markets, an effective and efficient strategy execution capability can represent a key competitive advantage.

The Certified Agile Strategy Execution course is developed on a proprietary framework developed by The KPI Institute for strategy implementation. It not only presents best practices, but provides actual advice, process maps and instruments to ensure a successful strategy execution.

Participants Profile

Business owners and top management

Business owners and top management professionals will acquire the knowledge and competences needed to design a strategy at the corporate level, thus increasing the performance of their organization in terms of relevant financial indicators, operational indicators, customer satisfaction indicators and employee satisfaction indicators.

Middle management professionals

Professionals from different fields, such as finance, human resources, production, logistics, marketing & sales, and others, will acquire the knowledge and competences to design and implement a strategy for their department, that supports and is aligned to the organizational strategy

Consultants and academia

These participants get a chance to validate and certify worldwide their knowledge and competences in assisting organizations with their strategy and business planning processes at all levels. By attending the course, they also join a network of professionals in the field and get into direct contact with companies potentially interested in their services.

Benefits

• Get access to a step-by-step model to improve the strategy execution framework

• Use pre-populated tools to facilitate the implementation of strategic initiatives

• Access an innovative learning experience based on a -3stage educational process

• Expand your business network by becoming a member of the international Certified Agile Strategy Professional Community

• Obtain international recognitions for your skills as a Certified Agile Strategy Professional

Learning Objectives

• Use strategy planning tools

• Deploy KPIs to monitor strategy implementation

• Engage the right stakeholders in strategy execution

• Monitor strategy implementation

• Drive organizational change