Quality Management & Training

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Managing Process Performance 

Practitioner Level - PT 202


Course duration: 24 hours

Assessment: One hour multiple choice examination

Recommended prior knowledge: FD106 Introduction to Process Design


Gain a complete understanding of the tools and techniques involved in managing process performance.

The programme will help delegates develop their approaches towards the management of process operation. The course will focus on key measures and the analysis of process performance as well as the relationship between performance management and continual improvement.

This course includes a 1 hour examination and on successful completion, delegates will be awarded a certificate of achievement in practitioner level – Managing Process Performance.


Who is it for?

This course is designed for those who are practising in quality and aspire towards middle management.

Indicative course content

  • Introduction to process management and the relationship between standardisation, performance management and continual improvement
  • Roles in process management:
    • Process management roles
    • Teams
    • Behaviours for effective process and performance management
  • Management techniques and tools to embed standardisation:
    • Managing documentation. Construction and use of SOPs, SPLs, visual aids and workplace organisation (5S)
    • Managing risk. Construction and use of risk matrix and mistake proofing
    • Managing skills and resources. Skills and competency matrix
  • Identification of key measures of process performance:
    • Voice of the customer. Definitions and use of focus groups, face-to-face interviews, questionnaires, interviews and observation
    • Types of data: qualitative, categorical, ordinal, discrete (or attributes), continuous (or variables) and the benefits/drawbacks of each
    • Sampling methods: random, systematic and stratified
    • Selecting key measures. Construction and use of CTQ Trees, requirements matrices, operational definition and link to the system level measures of performance against customer and stakeholder requirements
    • Defining and analysing the measurement process. Performance of the measurement process with respect to bias, linearity, stability (variation), repeatability and reproducibility
  • Use of the following tools for displaying/analysing data:
    • Check sheets and data collection forms
    • Run charts
    • Control charts
    • Histograms
    • Capability analysis
  • Management techniques and tools to monitor performance:
    • Construction and use of visual management boards, description of associated management processes and tiered accountability
    • Process confirmation
  • Management techniques and tools to improve performance:
    • Visual management for action planning and execution
    • Visual management to monitor corrective actions
    • Process review
    • Role of audit
    • Benchmarking

How to Apply

Contact QM&T by sending an email to help@qmt.co.uk