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| Section | Objectives |
|---|---|
| Data Gathering | - KPI activation tools - Guidelines to improving - KPI activation techniques - Communication with data custodians - KPI reporting data sources - Data quality dimensions - Community of Practice |
| KPI Selection | - KPI selection for organizational scorecard - KPI selection sources - KPI selection techniques |
| KPI Typology | - Leading vs lagging KPIs - Efficiency vs effectiveness KPIs - Qualitative vs quantitative KPIs |
| The World of KPIs | - Governance - The value added by KPIs - KPIs concept map - Challenges in performance measurement - Organizational levels |
| KPI Documentation | - Weights and Indexes - KPI documentation form design - Organizational KPI libraries development - KPI documentation process - KPI documentation form functions |
| Data Visualization | - Best practices in scorecard design - Scorecard and dashboard examples - Usability in terms of visual design - Best practices in dashboard design - Guidelines to design efficient templates |
| KPI Project Coordination | - Primary and secondary data sources - The business case for KPI implementation - KPI project plan - KPI workshop briefing pack |
| Understanding KPIs | - KPI related terminology - SMART objectives decomposed - KPI lifecycle |
| KPIs in Context | - KPI selection for industry - KPIs cascaded to functional area |
| Working with Targets | - KPI documentation processes - Targets in practice - Negative behaviors when setting - Challenges in working with targets |
| KPI Taxonomy | - KPI use case scenarios - KPI DNA map - Interdisciplinary systemic worldview |
| KPI Measurement | - KPI report - Change log - Data gathering communication |
| KPI Selection at Operational Level | - Department scorecard - Operational dashboard |
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質問 # 62
In which stage of the Value Flow Analysis should "Time to complete an order (# / time)" be monitored?
正解:B
解説:
"Time to complete an order" is a cycle time/lead time measure that describes how work flows through the system-how long the process takes from start to finish. In Value Flow Analysis, this is a Process KPI because it reflects the transformation/flow characteristics rather than the resources invested (inputs), the deliverables produced (outputs), or the end results achieved (outcomes). Monitoring cycle time helps identify bottlenecks, delays, rework loops, and capacity constraints. It is also a leading indicator for customer-facing outcomes such as satisfaction and on-time delivery. A common KPI measurement challenge is inconsistent start/end timestamps (e.g., "order received" vs "order approved" vs "order entered"), which can make cycle time incomparable across teams. Proper KPI documentation should specify the exact start and end events, data source fields, exclusions (canceled orders), and the reporting statistic (average, median, percentile). In dashboards, cycle time is often balanced with quality KPIs (error rate, rework) to avoid speeding up at the expense of accuracy.
質問 # 63
Which of the following statements are secondary research sources as part of the KPI selection process?
正解:A
解説:
Secondary research refers to information gathered indirectly from existing sources-reports, publications, databases, benchmarks-rather than directly from interviews, workshops, or surveys you conduct.
Competitors' annual reports are a classic secondary source , because they are publicly available documents that can provide insight into industry metrics, strategic priorities, performance themes, and sometimes disclosed KPIs. Front-line employees' input is primary research (direct stakeholder engagement). Supplier focus groups are also primary research because you are collecting information firsthand through facilitated discussion. In KPI selection, secondary sources help you understand typical measures used in the sector, set realistic reference points, and identify what "good" can look like-but they must be adapted to your strategy and operating model. A pitfall is blindly copying competitor KPIs without ensuring relevance, controllability, and data feasibility. Secondary sources are best used to inform options and benchmarking, then validated through internal workshops and operational reality checks (data availability, ownership, measurement cost).
This combination improves both strategic alignment and practical implementability.
質問 # 64
Which of the following is not a performance management tool?
正解:D
解説:
Performance management tools typically include objectives (what you want to achieve), KPIs (how you measure progress), and initiatives (what you do to improve results). These elements work together as a system: objectives set direction, KPIs quantify performance, and initiatives drive change. "Factoring" is not a standard component or tool in performance management terminology in this context, making it the correct answer. A common learning point in KPI frameworks is to prevent category confusion: teams sometimes label initiatives as KPIs ("Implement CRM by date") or use vague concepts as objectives ("Quality assurance") without action orientation. Performance management also includes governance routines (reviews, accountability, action planning), but among the listed options, KPI, initiative, and objective are recognized building blocks. Keeping terminology consistent supports clean cascading from organizational scorecards to departmental dashboards and individual goals. It also reduces miscommunication during KPI implementation and avoids "vanity management," where people track many things without clear ownership or improvement actions.
質問 # 65
What are the most common challenges in data gathering?
正解:C
解説:
The most common data gathering challenges are timeliness (data arrives too late to be useful), completeness (missing records, partial submissions, incomplete fields), and accuracy (incorrect values, wrong time window, calculation errors, or faulty source data). Option A captures this classic trio. "Integrity" and
"consistency" are important concepts but are often encompassed within accuracy/completeness when practical issues arise. "Data visualization" is not a data gathering challenge; it belongs to reporting and communication after data is collected. Addressing these challenges requires activation discipline: clear definitions, documented sources, assigned data custodians, standardized templates or automated extracts, validation checks, and an escalation process for late or missing data. Another frequent root cause is unclear ownership- multiple teams assume someone else provides the number-so RACI and a collection calendar help. KPI reliability depends on trust; if leaders don't believe the numbers, the dashboard becomes ignored. High- quality data gathering is therefore foundational to performance management, not an administrative afterthought.
質問 # 66
Which KPI is suitable for measuring the following objective: "Improve process performance"?
正解:A
解説:
An objective states the desired direction ("Improve process performance"), while a KPI should quantify progress toward that outcome. "Processes improved to the desired level (%)" directly measures the extent to which processes have reached a defined performance standard, making it a strong KPI candidate. Option A is an initiative milestone (a project deliverable with a deadline), not an ongoing performance indicator. Option B measures effort (hours spent), which can be gamed and does not guarantee performance improvement. Option C ("# Processes") is a count that does not reflect improvement or performance level. For KPI quality, "desired level" must be defined (e.g., cycle time # X, defect rate # Y, compliance # Z) and verified consistently, otherwise the KPI becomes subjective. A common measurement challenge is attributing improvements: teams may "optimize" processes on paper without measurable gains. Strong KPI activation includes clear criteria, baseline measurement, periodic audits, and linkage to outcome KPIs (customer satisfaction, cost per unit) so improvements translate into business value.
質問 # 67
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