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Process Excellence Measurement (++Customer focus, less non-value add…
Process Excellence Measurement
Robust controls
Number of audit points
Number of RCSA actions
Number of incidents
% automated, proactive, reactive, effective
% controls mitigated
% controls preventive vs detective
% controls automated
Risk events/incidents
Complaints/TNPS
3 month rolling average incident rate
Number of process to key control to risk
Control automation and preventive control percentages
Number of effective scores in process-led RCSA
Proactive improvement action plans
Number of tech emergency fixes
Monetary cost savings
Reduced time to completion (process time)
Planned improvements, reduction in incidents/defects
Percentage change from the process pipeline
Improved customer experience
Monetary opportunity cost savings identified and implemented
Cost (OPEX)
% of SLAs adhered
Effert (customer/client)
Robust, systemic change
Policy and clear KPIs
Timely identification/assessment
Number of times change control failed/reworked
Regs identified
RICM measured
Change management impact
Controls robust - automated, manual, preventative, detective
Defect-free implementation
Number of processes linked to application
Regular process measurement/KPI
Number of process with a health score
Number of processes mapped
Number of processes identified
Process breakage
Process cost
Risk and resiliency
Control
Cost
Efficiency
Cost/quality/speed goals
Number of processes with cost, quality and speed metrics
Error rate
Cost of process (customer/client)
Prioritization of critical processes
Number of SLAs with cost/quality/speed targets
Cycle time
++Customer focus, less non-value add
Number of customer complaints
Customer satisfaction scores
Reduced outages/incidents
Customer engagement - sales, usage, etc
Customer satisfaction/NPS
Reduced number of customer complaints
Industry benchmarking (various)
Processing KPIs/client CTQs
Client/broker review scores
NPS improvement
Complaints (customer/client dissatisfaction)
Profitability per customer
Channel crossover/channel containment
First point of contact resolution
Competitive gap analysis
Enhanced productivity and value creation
Volume/throughput
Additional volume processed at no incremental cost
Number of steps/processes eliminated in time/money
Ability to do more Uber-esque deals
Number of processes with decreasing marginal cost
Number of process variations
Number of duplicate processes
Percentage SLA adherence
SLA performance (number of processes to service)
Number of product enhancements driven by proprietary capabilities
Decrease in manual hand-offs, manual process
Percentage of process automated - full/partial/not
Clear rules & responsibilities, E2E workflows
Clear strategy, R.A.C.I., process flow
Number of critical processes mapped with owners
Process mapping
R&R/RACI
BWL mapping standards
Level 2/3 process maps
Customer journey maps
Process taxonomy standards - enterprise
Process owner construct ratified/process owners named
Clear SLAs
OLIs
KRIs
Fact based process improvement
Number of process improvements triggered by delivery of our services (PIA/RIA/health score, etc)
Process improvement before/after efficiency
Non-value add/waste
Process time (pre/post)
Cost of process (pre/post)
Channel process breakage (pre/post)
Business case vs actual benefit tracked
Process health score
Process/impact assessment
Process business case
Benefits realized match assumptions
Numbers of controls manual in a process
Sustainable process improvement
Ability to scale (additional volume w/ minimal impact)
Number of days since process change applied
Sustained SLA adherence
Number of incidents/risk events
Number of remediations to processes in change program
Number of benchmarked services and customer journeys
Number of impact assessments not adopted and their value
Simplified and efficient processes
Non-value add %
Reduction in # of steps
F2B process alignment/implementation
Number of process steps per service (lower = better)
Number of value added steps per process
Number of clients using non-standardized processes/products
Number of measurable/scalable processes and products
Percentage SLA adherence
Identification and removal of duplicate process/process steps