Performance Management & KPI Systems

Course Code: PSO-403

Pillar: Operations, Process & Performance Management

Course Overview: Performance management connects institutional priorities with daily work, service quality, accountability, and citizen outcomes. Useful KPIs make progress and gaps visible, but they must be interpreted in context rather than pursued as isolated numbers.

Learners explore target setting, indicators, data quality, dashboards, reporting, review conversations, root-cause analysis, and improvement actions that support evidence-informed performance across public institutions.

Learning Outcomes:

• Explain the purpose of performance management in public institutions.
• Understand how KPIs support accountability, service quality, and public value.
• Distinguish between strategic, operational, service, quality, output, outcome, and citizen experience indicators.
• Recognize how performance targets, baselines, reporting cycles, and dashboards are used.
• Identify performance gaps, risks, trends, and improvement opportunities.
• Support accurate performance data collection, reporting, and review.
• Use KPI results to guide corrective action and continuous improvement.
• Develop a practical performance management and KPI improvement plan.

Target Audience: Public-sector supervisors, managers, department coordinators, KPI owners, planning and performance teams, service-delivery staff, analysts, administrators, and employees who contribute to performance data or improvement.

Course-specific Learning Experience: Learners engage through focused video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, discussion activities, knowledge checks, and end-of-module quizzes. Activities help learners align outcomes and indicators, interpret dashboards, investigate performance gaps, conduct review conversations, and plan improvement actions.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Define performance. Interpret results. Close the gaps.