Examples of METRICS

CUSTOMER

OBJECTIVE MEASURES

Customer satisfaction 1. Per cent of customers satisfied with timeliness

2. Per cent of customers satisfied with quality

Effective service Partnership

% of customers satisfied with the responsiveness, cooperation and skills of the Customer Service Team

FINANCE

OBJECTIVE MEASURES

Reduce Quality Cost Quality Cost

INTERNAL BUSINESS PROCESS

OBJECTIVE MEASURE

Reduce WIPReduce Defects

Cost of WIP as a per cent of turnover No. of defects found:

Internal External

LEARNING & GROWTH

OBJECTIVE MEASURE

Information Availability for Strategic Decision Making

1. Extent of reliable management information

Quality Workforce 1. Per cent of employee meeting mandatory Qualification standards

Employee Satisfaction 1.Quality Work Environment 2. Executive Leadership

1.Per cent of employees satisfied with the work environment2. Per cent of employees satisfied with the professionaliusm, culture, values and empowerment