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Quest Training

Support Function KPIs: HR, Finance & Procurement Training Course

Helps measure HR, finance and procurement with well-defined KPIs that gauge service quality, control costs and show what support functions contribute.

KPI · Performance Management & KPIAll Levels#2866ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Performance Management & KPI

Course Overview

Support functions play a critical role in organizational performance by ensuring effective workforce management, financial control, and procurement efficiency. Measuring these functions through well-defined Key Performance Indicators (KPIs) enables organizations to evaluate service quality, optimize resource utilization, control costs, and strengthen the contribution of support departments to strategic and operational objectives. This course focuses on selecting, defining, and applying KPIs across Human Resources (HR), Finance, and Procurement. Participants explore function-specific performance measures, KPI formulas, target setting, data collection, dashboard development, and performance reporting. The programme examines HR indicators such as time to hire, employee turnover, and training effectiveness; finance indicators such as budget variance, payment cycle time, and financial reporting accuracy; and procurement indicators such as purchase order cycle time, supplier performance, and cost savings. It also addresses shared service indicators, cross-functional dependencies, and the importance of consistent measurement methodologies. Through practical exercises and departmental case studies, participants develop the skills to build KPI frameworks, interpret performance trends, identify operational bottlenecks, and translate results into targeted improvement initiatives. The course emphasizes measurable accountability, data-driven decision-making, and continuous improvement to strengthen the efficiency and effectiveness of organizational support functions.

Learning Objectives

  • Identify relevant KPIs for HR, Finance, and Procurement functions.
  • Define KPI formulas, measurement criteria, data sources, and reporting frequencies.
  • Establish performance baselines, targets, and acceptable thresholds.
  • Evaluate workforce efficiency, financial control, and procurement performance.
  • Develop departmental KPI dashboards and structured performance reports.
  • Analyze performance trends, variances, and recurring operational issues.
  • Align support function KPIs with organizational priorities and service requirements.
  • Assess cross-functional dependencies and opportunities for process improvement.
  • Establish accountability for KPI ownership, data quality, and performance results.
  • Develop measurable improvement plans for support function performance.

Who Should Attend

Human Resources managers and HR business partners. Finance managers, financial controllers, and budgeting professionals. Procurement managers and purchasing specialists. Shared services managers and support function supervisors. Performance management and KPI specialists. Business excellence and continuous improvement professionals. Department heads responsible for operational efficiency and service delivery. Professionals involved in management reporting, workforce analytics, financial analysis, and procurement performance monitoring.

Learning Outcomes

  • Select KPIs appropriate to the responsibilities of HR, Finance, and Procurement.
  • Define consistent measurement rules, formulas, and reporting requirements.
  • Calculate and interpret key workforce, financial, and procurement performance indicators.
  • Establish meaningful baselines and realistic performance targets.
  • Design dashboards that provide visibility into departmental performance.
  • Identify performance gaps and investigate their underlying causes.
  • Evaluate service quality, process efficiency, cost control, and resource utilization.
  • Compare actual results against targets and historical performance.
  • Coordinate KPI measurement across functions with shared responsibilities.
  • Develop action plans with measurable outcomes, accountable owners, and review milestones.

Course Outline

Day 1

KPI Frameworks and Performance Measurement Fundamentals

  • The role of support functions in organizational performance.
  • Principles of effective KPI design and performance measurement.
  • Linking organizational objectives to departmental goals and service commitments.
  • Distinguishing strategic KPIs, operational indicators, service measures, and activity metrics.
  • Defining KPI formulas, baselines, targets, data sources, and reporting frequency.
  • Establishing KPI ownership, accountability, and data validation procedures.
  • Selecting leading and lagging indicators for support functions.
  • Practical Exercise: Develop a KPI framework for a shared support service, defining performance objectives, indicators, measurement formulas, and accountable owners.
Day 2

Human Resources KPIs and Workforce Performance

  • Recruitment and talent acquisition indicators, including time to hire and cost per hire.
  • Employee turnover, retention, absenteeism, and workforce stability metrics.
  • Workforce productivity, headcount planning, and employee utilization.
  • Training participation, completion rates, and training effectiveness.
  • Employee engagement, satisfaction, and performance review completion.
  • HR service delivery indicators, including response times and request resolution.
  • Workforce data quality, HR dashboards, and people analytics.
  • Practical Exercise: Analyze a sample HR performance dataset, calculate recruitment, retention, and training indicators, and identify priority workforce improvement opportunities.
Day 3

Finance KPIs and Financial Performance Control

  • Budget variance analysis and expenditure monitoring.
  • Operating cost indicators and cost control effectiveness.
  • Accounts payable and receivable performance measures.
  • Invoice processing time, payment cycle time, and overdue balances.
  • Financial reporting accuracy, timeliness, and reconciliation performance.
  • Cash flow monitoring, working capital indicators, and forecast accuracy.
  • Financial process efficiency and internal control indicators.
  • Practical Exercise: Review a sample departmental financial report, calculate budget variances and payment performance indicators, and recommend corrective actions.
Day 4

Procurement KPIs and Supplier Performance

  • Procurement cycle time and purchase order processing efficiency.
  • Supplier delivery performance, quality, and compliance indicators.
  • Cost savings, cost avoidance, and purchasing efficiency measures.
  • Contract compliance and procurement policy adherence.
  • Purchase order accuracy, invoice matching, and transaction processing.
  • Supplier risk, sourcing effectiveness, and supplier relationship performance.
  • Procurement workload, service responsiveness, and process bottlenecks.
  • Practical Exercise: Evaluate a sample procurement dataset, assess supplier performance and purchasing cycle times, and develop a prioritized procurement improvement plan.
Day 5

Integrated Dashboards, Performance Reviews, and Improvement Planning

  • Consolidating HR, Finance, and Procurement KPIs into departmental dashboards.
  • Aligning support function indicators with organizational objectives and service standards.
  • Comparing performance across functions and identifying shared process dependencies.
  • Analyzing trends, variances, and root causes of underperformance.
  • Establishing reporting schedules and management review mechanisms.
  • Defining corrective actions, responsibilities, deadlines, and success criteria.
  • Monitoring improvement outcomes and reviewing KPI relevance over time.
  • Practical Exercise: Develop an integrated support function performance dashboard and a 90-day improvement plan covering HR, Finance, and Procurement priorities, measurable targets, accountable owners, and review milestones.

Upcoming Dates

Selected date

Abuja · 18 – 22 Jan 2027 · Classroom

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2 – 6 Nov 2026€4,400—
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16 – 20 Nov 2026€4,200—
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23 – 27 Nov 2026€4,200€3,780until 2 Nov
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13 – 17 Dec 2026€1,700€1,530until 23 Nov
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14 – 18 Dec 2026€4,200€3,780until 23 Nov
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21 – 25 Dec 2026€5,300€4,770until 30 Nov
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28 Dec 2026 – 1 Jan 2027€4,300€3,870until 7 Dec
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18 – 22 Jan 2027€5,100€4,590until 28 Dec
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DammamScheduled
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DohaScheduled
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DubaiScheduled
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KigaliScheduled
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