Measure outcomes, not vibes
Outcome metrics
A small, audit‑safe KPI set for regulated execution. The point is to prove improvement without publishing enabling details, client‑identifiable numbers, or proprietary methods.
How to use this (internally)
Pick a few metrics per category, define an owner, define a measurement window, and reference your existing records (controlled logs, portal acknowledgements, and decision records). Keep targets internal; public pages list definitions and measurement discipline, not promises.
Speed
- Lead time: request received → submission accepted (use median; percentiles optional).
- Recovery time: issue/reject received → resubmission ready.
Quality
- First‑pass acceptance: % accepted without a rework loop.
- Rework rate: rework loops per submission (define your unit).
Stability
- Change churn after freeze: % changed after “ready” is declared.
- Repeat issues: recurring issues per period (signals weak controls).
Traceability & audit readiness
- Evidence completeness: % submissions with approval + change record + integrity note (as applicable).
- Audit response time: time to produce a defensible “what/why/who” narrative.
Anti‑gaming note
Don’t optimize a single metric in isolation. Triangulate: speed + quality + traceability. If measurement isn’t reliable yet, publish the instrumentation plan — not numbers.