- Method
- Compare representative samples before and after, including review and correction time.
Six useful measures
Measure the work that changed.
Choose a small set that the business can record consistently. Keep quality and exception handling beside the headline savings.
- Method
- Measure arrival to the first useful response; separate automated acknowledgements from a human resolution.
- Method
- Use the same review criteria on comparable samples. Record incomplete and failed tasks, not only successful ones.
- Method
- Include software, usage, implementation, maintenance and human review. Separate one-time costs from recurring costs.
- Method
- Keep source and stage definitions consistent. Distinguish correlation from an improvement attributable to the change.
- Method
- Count failed events, time to detection and time to recovery. Verify the retry and escalation paths with controlled tests.
Before a claim goes public
Record the limits, too.
A publishable result needs a dated source, a defined population, a comparable baseline and permission to disclose it. Separate projected savings from realised savings, and capacity freed from cash actually saved. No numerical performance result is asserted on this page.
Your first review
Use a decision, not a vanity metric.
At the agreed checkpoint, decide whether to expand, adjust or stop the workflow. The scope should state the acceptance checks, the owner of the evidence, and the treatment of changes.
Start with a focused workflow review · Explore sample interfaces