Dr. Markus Baumgartner

Head of Global Business Services Miba

Markus is a seasoned executive with 21+ years of corporate leadership and financial management experience in diverse sectors. He is recognized for demonstrating a natural aptitude for corporate finance and business administration, as well as for operations oversight and service management. As the Head of GBS for Miba, Markus has demonstrated expertise in originating, implementing, and driving the overall strategic direction for GBS. His aim is to advance transformation and continuous improvement across all GBS operations and processes, including the establishment of a consistent process improvement technology.

Day Two: June 7

9:00 AM Finding the Right Metrics to Monitor, Manage and Improve Process Productivity

Before any process management tool is purchased, it’s first important to understand exactly what a shared service leader should be tracking. In this session, Markus Baumgartner, Head of GBS at Miba will challenge common industry practice for monitoring process cycle times and provide some key foundational advice for how Miba measures and improves productivity. It will cover:

Aligning process performance metrics with outcomes over outputs
Understanding the difference between Objectives and Key Results (OKRs) VS Key Performance Indicators (KPIs)
How metrics are used at Miba to manage and improve process

This session is eligible for CPEs

Field of Study: Business Management & Organization – Non-technical

Count: 0.6 CPEs

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