Originally answered Nov 11, 2017
Three different kinds of metrics are typically captured and reported:
- Goal-oriented measurements directly relate to employee goals and allow assessment against those goals.
- Operational metrics are based on data directly captured by systems used in operating the organization.
- Business impact metrics attempt to determine measurable benefits, including costs saved, costs avoided, incremental revenue, improved quality, increased customer satisfaction and retention, new business attracted, increased market share, revenue from innovation, etc.
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