A statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...
Refers to data from a balanced scorecard that is summarized in a brief or, "dashboard" format for review by senior managers. This data typically contains less than a dozen metrics and is designed for managers that wish to monitor a scorecard without reviewing pages of data. ...
A benchmarking term used to identify organizations that outperform all others in a specialized category. #Metrics #ProcessImprovement #PerformanceManagement #ProcessManagement #Benchmarking
The process of comparing current levels of performance to past performance or to another company’s performance. #Metrics #Benchmarking #ProcessManagement #ProcessImprovement
Comparing products, services, and processes with those of other organizations to identify new ideas and improvement opportunities. #ProcessManagement #ProcessImprovement #Benchmarking #PerformanceManagement #Metrics