Which metrics should organizations track to measure process improvement success?
Without metrics, it’s impossible to know whether a process improvement has worked or if it needs further adjustment. Effective tracking requires both operational and strategic KPIs.
Key Process Improvement Metrics:
Cycle Time / Turnaround Time
Measures the time taken to complete a process from start to end.
Useful for identifying delays and speeding up delivery.
Error Rate / Defect Rate
Tracks mistakes, rework, or defects in the output.
Indicates quality and consistency.
Customer Satisfaction (CSAT or NPS)
Direct feedback on whether customers perceive improvements.
Tied to loyalty, trust, and referrals.
Process Cost per Transaction
Helps understand if the process is financially efficient.
Reduction in cost can indicate leaner operation.
Throughput / Volume
Number of units handled within a given time.
Reflects scalability and capacity.
Employee Feedback or Engagement Score
A softer but important measure of internal impact.
Indicates whether the change is being embraced.
Use dashboards and control charts to visualize trends and maintain accountability.
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