Cambridge
Academy
In London

Introduction

Effective performance monitoring and quality metrics help organizations detect issues early, maintain standards, and improve service outcomes. This practical program builds core skills in choosing the right measures, defining clear metric formulas, setting targets, designing scorecards, and using results to drive corrective actions through simple routines and templates.

Course Objectives

By the end of this course, participants will be able to:

·        Select meaningful quality and performance metrics for key processes

·        Define metrics clearly (formula, scope, owner, frequency, data source)

·        Set targets, thresholds, and quality standards

·        Build simple dashboards and monitoring routines

·        Use results for root-cause analysis and corrective actions

Target Audience

This course is designed for:

·        Performance and quality assurance specialists

·        QA auditors and quality controllers

·        Operations supervisors and team leaders

·        Data/reporting staff supporting quality monitoring

·        Anyone responsible for service quality and performance reporting 

Course Outlines

Day 1: Monitoring Foundations and Metric Basics

·        Performance vs quality: what to measure and why

·        Outputs, outcomes, and compliance measures

·        Leading vs lagging indicators

·        “Good metric” tests: clear, controllable, comparable

·        Activity: Improve weak metrics using a checklist 

Day 2: Designing Quality Metrics and Definitions

·        Building a metric library from standards and SOPs

·        Writing metric definition sheets (simple template)

·        Sampling basics and measurement frequency

·        Data sources and basic data validation rules

·        Workshop: Create 10–15 metric definition sheets 

Day 3: Targets, Thresholds, and Scoring Rules

·        Setting baselines and realistic targets

·        Thresholds and scoring (RAG rules, weighted scores)

·        Tolerances, defects, and error rates (simple definitions)

·        Avoiding metric gaming and unintended behavior

·        Activity: Create a scorecard with targets and thresholds

Day 4: Dashboards, Reporting, and Review Routines

·        Scorecards vs dashboards: what each should include

·        Trend tracking and simple charts (what matters)

·        Reporting cadence: daily/weekly/monthly routines

·        Escalation triggers and exception reporting

·        Case study: Redesign a confusing quality dashboard

Day 5: Using Results for Improvement and Control

·        Turning findings into actions: CAPA basics

·        Root-cause analysis tools (5 Whys, fishbone overview)

·        Action tracking: owners, deadlines, follow-up

·        Updating standards and training based on results

·        Final project: Present a monitoring plan + metrics pack + review routine