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Developing KPIs (Key Performance Indicators) for Organizational Excellence

Wouldn’t You Like to Know How Best Your Organisation and Yourself Can Measure Up?



"If You Don’t Measure It, You Can’t Improve It."


KPIs, Key Performance Indicators – a term that is widely used, but little understood, frequently under-used and often misused.

You cannot control, much less improve anything you cannot measure … an organization that is trying to get into its customers’ good books without a sensitive barometer to measure how WELL it is serving its customers, is like a miner deep down under without a headlight !
Businesses and organizations are mired in the classical financial indicators, which are necessary, but grossly insufficient for the purpose; those indicators have two major weaknesses - they are very much LAGGING and worse, they have zero DIAGNOSTIC capability. When these indicators signal trouble, it is way too late to figure out the root cause. They give no clues whatsoever, as to what might have gone wrong.



Event Details

Date: 25 & 26 Sep 2017 (Mon & Tue)

Time: 9am - 5pm



100 Orchard Road
#04-100, Concorde Hotel
Singapore 238840


Course Fees

$988 | $592.80 after PIC Grant of 40% for eligible companies, claimable from IRAS after the course.


(Inclusive of course materials, buffet lunch and two sessions of light refreshments)

To register, you can either register online or download a hardcopy registration form.


Register Online


Download Form


Contact Details

Chye Fen Lim


6720-3333 | phone
6720-2222 | fax




This two-day programme is specially designed to provide the
fundamentals on how to develop indicators that:

- Are aligned to your organization’s strategic objectives
- Are therefore aligned top-down the entire organization
- Measure what MATTER to YOUR customers and therefore
to business SUCCESS
- Are auto natural supervisors, so the organization will operate
like clock-work even in your absence
- Drive the employee behavior you want
- Serve as the bases for ALL Performance Management as well
as Reward & Recognition
- Take care of the entire organization’s MEASUREMENT needs
and leave you to work on improvement

What can be more important?


Course Outline

  1. What are KPIs?

  2. Why KPIs? Proof of the Need

  3. Understanding customer requirements

  4. Designing KPIs: Components of a KPI

  5. Principles in KPI Design

  6. Nature of Measurements: Variables vs Attributes

  7. KPIs, Performance Standards and Goals

  8. KPIs and Customer Focus

  9. KPIs and the Balanced Score Card

  10. Characteristics of Good indicators

  11. KPIs: Organizational Alignment

  12. Processes, Inputs & Outputs: At which point should we take measurements?

  13. The Ultimate measure of Customer Satisfaction

  14. KPI deployment - tracking & monitoring

  15. KPIs: Design pitfalls to avoid

  16. KPIs: Uses, applications, benefits


Who Should Attend?


This course is specially designed with the following groups of employees and individuals in mind:

  • C-Suite, Top / Senior / Middle Management

  • CEOs, Directors, VPs, MDs, GMs, Managers

  • To enable discussions of participants’ own work-place KPI applications, it is recommended that organizations send a team of 3 to 4 employees.

    • Suggested team composition: CEO + Director of Operations + HR Director + Quality Director



  • A knowledge of the company’s current KPIs

  • A good knowledge of the company’s organization structure and key customer requirements


Course Methodology

  • Mini lectures & tutorials

  • Syndicate group discussions

  • Application of concepts & learning to participants’ REAL-life work examples



  • “Chor Hoong was able to interlink organisational issues and organisation’s vision to creating a set of KPIs. This kind of system thinking is highly commendable as it was apparent that she could approach problems innovatively from all aspects, whilst understanding the constraints that all organisations face.” – Carol Teo, Assistant Director for Performance Unit, Attorney General’s Chambers


  • “I joined this course with the intention of introducing KPIs into my companies. A very hands-on and down-to-earth consultant, her training classes are sprinkled with generous doses of mini-consulting sessions. Chor Hoong has a high comprehensive capacity and excellent analytical power which she gets totally drawn into her participants’ work scenarios and real-life applications.” – Randy Seow, General Manager, Jinray Electronics and Mecba Technology Group of Companies


Total Quality Management Expert and Founder of TQM Consultancy: Tan Chor Hoong



Chor Hoong holds an MBA (Marketing Major) and an Honours Degree in Electrical and Electronics Engineering from the National University of Singapore.

Upon graduation, she joined the multiple Quality Award-winning American MNC Texas Instruments Singapore - the first company to win the Singapore Quality Award (SQA) - where she was to receive intensive and extensive training in Quality Management, both locally as well as overseas. Rising rapidly up the managerial ranks, she held several key Management positions, both in Operations as well in Quality.

Chor Hoong’s greatest contributions to the industry are in the areas of KPI Design, Business Process Reengineering, Quality Leadership and application of Statistics for Quality improvement. Her strengths lie in her skilful ability to incorporate, interweave and synergize the various quality disciplines, hard skills and soft skills (mindset changes), tactical and strategic, to achieve high-level objectives. This is clearly evident in her work with the industry on KPI development. She has been instrumental in helping the industry understand that KPIs are far more than a HR tool for performance management. Chor Hoong’s KPIs measure the entire organization’s performance; her KPI training will take you from the mathematical technicalities to the CEO’s dashboard.

Chor Hoong is also ACTA-certified and is a Practising Management Consultant.



100 Orchard Road #04-100, Concorde Hotel Singapore 238840


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