4: Baseline, instrument, monitor, report and repeat


4: Baseline, instrument, monitor, report, repeat.  “If you can’t measure it you can’t manage it” goes the saying. From the outset it is important to have key metrics about the current system. There will be detractors who will say “it used to take me 10 minutes to do this and now it takes all day.” If you have gathered metrics about the activity times, volumes, error rates, exception counts etc. you will be able to show the before and after differences. And as the roll out proceeds you will be able to see when the improvement rate changes. Ensure that, as part of your design, you instrument the process with KPI’s for each user role and make the reporting on these data points a priority.

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