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Characteristics of an Effective Metric or Measure

— Focus on the most appropriate measure of success aligned with operating
strategies

— Measure outcomes, not intermediate steps (i.e., focus on the 'outcome'
and not how they 'got there')

— Often a measure of timeliness (within x hours), efficiency (y processed
per day), or quality (error rate)

— Are simple and easy to manage / measure

— Are easy to 'trend' (to measure performance over time, not just a single
incident)

— Are good indicators of the future

— Are completely objective and based on business needs (i.e., not
emotions)

— Are a good balance of accuracy, auditability, complexity, and cost

— Are easy to understand AND verifiable

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