Using Metrics to Measure Process Health and Performance – A Never Ending Journey

APQC has consistently found that measure selection and benchmarking are among the top process management challenges for many organizations. At APQC’s 2023 Conference, Diana Morehouse (Director, GBS Performance Excellence) and Debra Nave (Manager, GBS Process Excellence) shared insights, critical success factors, and lessons learned from the metric development journey undertaken by Kellogg Global Business Services (GBS). While its journey is ongoing, Kellogg GBS has made significant progress that has allowed the team to deliver business value through a robust approach to measures and benchmarking.

This is a copy of the presentation; click here for a summary of the session.