Onsite Training

Measures that Work
Presenter: Barbara Chatzkel

It is a well-known adage that what gets measured gets done. The key is to know what to measure and how to measure it! This basic course utilizes a seven-step measures development process and case study to teach how to develop both process and results measures. This workshop can also be customized to be presented on-site to workgroups.

Participants attending this training will:

  • Understand the reasons for measurement
  • Determine the difference between a process and a results measure
  • Learn what the right things are to measure
  • Learn and practice a seven-step measures development process that includes determining customer requirements, determining critical process points, developing process and results measures, identifying data sources, and validating measures
About the Presenter
Barbara Chatzkel is a Senior Partner of The Carey Group. Barbara is an experienced Executive and Business Coach who specializes in organizational transition and change. She helps public, private and not-for-profit organizations clarify and reach their performance excellence goals. Recently, she led an organizational transition team that orchestrated the organization changes required for a major federal agency to implement a web-based process that impacted several thousand customers and 30,000 employees. This included focus groups, requirements conferences, technical reviews, demonstrations, simulations, and usability testing.

Barbara retired from the Internal Revenue Service (IRS) in 2000 as the National Director of Quality where she was responsible for process reengineering and redesign. She led multiple reengineering teams for IRS that saved taxpayers millions of dollars and streamlined processing time from months to hours. She also implemented the Malcolm Baldrige National Quality Award (MBNQA) criteria throughout the 100,000 employee organization in conjunction with the National Treasury EmployeesҠUnion (NTEU).

Barbara is a Certified Quality Manager and a Certified Quality Auditor. She was a Malcolm Baldrige National Quality Award Examiner for 2 years, is a Judge for the Tennessee Center for Performance Excellence, is on the Technical Integrity Committee for the Arizona Quality Alliance, and is a graduate of Corporate Coach University.

( one day training )

To request site-specific training, email Diane Kincaid or call APPA at (859)244-8196.

This Onsite Training falls under the following category:
Management Training