Vic is Head of Continuous Improvement for Mobile Networks, Nokia. Vic leads operational excellence and customer experience improvement programs using CI methodologies that have delivered financial benefit of over 1 billion Euros in the last 10 years. Vic is a Master Black belt and hold 10 other professional certifications. He is the author of three books on quality improvement and operational excellence. He was awarded the Feigenbaum Medal by the American Society for Quality in 2007 and named ASQ Fellow in 2022.
Define the Right Metrics Aligned with Goals & Objectives
(Process & Tools–Advanced)In this session you will learn how to step through a structured approach for identifying the right set of “balanced metrics” (lagging and leading) that are aligned to the strategic objectives of an organization. The approach is based on the best in class “GQM” Goal-Question-Metric approach to metrics identification by starting with the strategic Goals and Objectives of an organization driven from the VoC (voice of the customer) and VoB (voice of the business), and drilling down to key questions (drivers). At the final step, the drivers are drilled down to balanced metrics – lagging & leading.