Abstract

Developing useful baselines of process performance takes more than just sticking a bunch of KPIs on the process. It requires a formal approach and a “model” for measurement. This is particularly relevant when the process in question is not a “product-driven” process, like most processes in the world of manufacturing, but rather an “information-driven” process, like those found in the services and IT industry. This Webinar discusses the challenges of measuring processes in the services industry and presents an approach that Improvement practitioners can use to ensure they focus their efforts on collecting metrics that truly add value.

About Fabrizio

Fabrizio is a Continuous Improvement Expert and Lean Six Sigma Master Black Belt with 25 years of experience supporting organizations in their Change and Transformation programs. He has trained, coached, and certified thousands of Yellow, Green, and Black Belts for private and public sector companies across every segment of the services industry.