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Process quality assurance · KPIs & Controls
KPIs and controls
Metrics make performance visible. Controls ensure that agreed operating boundaries are respected.
A metric needs a definition
A KPI, or key performance indicator, may measure lead time, error rate, rework or resource use. Agree the calculation method, data source, measurement frequency, target and responsible person. Lead time needs unambiguous start and end points.
A control needs implementation and evidence
A control may prevent an error, detect it or ensure that it is corrected. Describe who performs it, when, the acceptable result and the evidence produced. If a control fails, an agreed decision is needed on stopping, correcting or escalating the work.
Consider speed alongside quality. Shortening lead time alone may increase errors.
Practical example
Monitoring change management quality
The team tracks change request lead time and the proportion of failed changes. Impact analysis precedes approval, testing precedes release, and a review follows a significant incident. A metric deviation triggers investigation; a control determines whether work may proceed.
Include in your process description
- What objective does each metric support?
- Are the calculation method and data source unambiguous?
- Who performs the control, and what evidence is retained?
- What action follows a threshold breach?
Connections to other components
Based on the Generic Process Model materials. Questions and practical guidance have been structured for reading on the web. Sources and clarifications.