The Executive Wants A Dashboard First
Select a process metric that reflects customer outcome and controllable flow.
BPM DECISION At 4:40 p.m., the COO asks for a process dashboard by Monday. The team can easily chart task counts, but the customer complaint is late activation, not workload volume. What metric do you lead with? Total tasks completed by each team this week Weaker. It rewards local busyness and can rise while customer cycle time worsens; it violates the process-output lens. Average elapsed time from signed order to activated account Strong. It measures the customer-facing flow the process exists to produce and exposes waiting between teams. Number of reminder emails sent for delayed accounts Weaker. It measures expediting…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in