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Quality Management

Measuring Operational Performance | QM-006

Date: Course schedule to be announced
Course Length: 1 Day (8 hours)
Course Fee: $350.00

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Measuring the performance of an organization is key to the continual improvement process. You can’t effectively manage what you don’t measure since you will not know if you are getting better or worse. This class defines types of corporate performance measures organizations can use to determine effectiveness of their Business and Quality Management System then links them to the Quality Policy and Objectives.


To allow participants to develop performance measures that will communicate the organization’s success at achieving goals, give operational managers a method to effectively monitor performance, shed some light on monitoring and measuring those key success factors that contribute to the organization’s success.

This course will help you identify and develop metrics at the right functions and levels within the organization to point you in the right direction to identify and solve problems.

We will start at typical high-level metrics such as Sales $, Profit, Inventory $, Expenses, and drill down to what makes those possible.  Focus will lead to Departmental metrics such as accuracy of paperwork, waste, mistakes, product/process defects, customer satisfaction, customer returns (even service businesses have customer returns such as incorrect paperwork). 

Examples and workshop exercises will be tailored to the types of businesses where the participants work.  Typical participants have been from banking, manufacturing, service, and distribution. 

Every business needs effective measurements to see how well they are doing, whether processes are effective, and if they are helping the company achieve their goals.


Cypress Group team members have experience in all facets of the business process, as well as information technology applications designed to intelligently support the decision-making process. This combination of disciplines allows us to clearly understand the needs of our clients and translate those needs into the solution that best fits their technological and financial goals.  John J. Boyle, CPIM, CIRM, is President of  Cypress Group. John's 30 years of experience include assignments in Production Control, Marketing, and Management Information Systems.   John holds a BBA in Management and an MS in Industrial Management.  Joan M. Gladky, CPIM, Adjunct Professor at  Stony Brook University and Managing Director of the  Cypress Group, a management consulting and training organization. Joan began  Cypress 25 years ago to help clients become more competitive.  Her expertise is in Supervisory Skills, Quality Improvement, implementing ISO 9001-based Quality Management Systems, AS9100, Lean Manufacturing, Lean Office and business process improvement.  Cypress helps clients become more competitive. Joan holds a BS in Computer Science, an MBA in Management and is a frequent speaker at professional organizations.

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