What are Operations Team metrics?
Developing an effective Operations Team metrics can be intimidating, especially when your daily duties demand your attention. To assist you, we've curated a list of examples to inspire your planning process.
Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.
Find Operations Team metrics with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Operations Team metrics and KPIs
Metrics for Profit increase strategies
1. Net Profit Margin
Calculated by dividing net profit by total revenue, expressed as a percentage. It shows how much profit a company makes for each dollar of revenue.
What good looks like for this metric: 10-20%
Ideas to improve this metric- Reduce operational costs
- Increase product prices
- Enhance sales volume
- Improve customer retention
- Optimise supply chain
2. Return on Investment (ROI)
Determines profitability by comparing the gain from an investment to its cost, calculated as (Net Profit / Cost of Investment) x 100.
What good looks like for this metric: 15-25%
Ideas to improve this metric- Choose higher-yield investments
- Reduce investment costs
- Increase revenue from investments
- Enhance marketing strategies
- Improve financial forecasting
3. Gross Profit Margin
Calculated by subtracting cost of goods sold (COGS) from revenue and dividing by revenue, expressed as a percentage, indicating the efficiency of production and pricing.
What good looks like for this metric: 20-40%
Ideas to improve this metric- Negotiate better supplier terms
- Increase production efficiency
- Enhance sales and pricing strategy
- Reduce waste in production
- Control direct labour costs
4. Operating Profit Margin
Measures what proportion of revenue is left as profit after accounting for operating expenses, calculated by dividing operating profit by total revenue.
What good looks like for this metric: 10-15%
Ideas to improve this metric- Streamline operational processes
- Reduce administrative expenses
- Enhance revenue streams
- Focus on core business activities
- Minimise utility and overhead costs
5. Expense Ratio
Expresses the percentage of total expenses to total revenue, highlighting cost management efficiency.
What good looks like for this metric: 60-80%
Ideas to improve this metric- Implement cost-cutting measures
- Monitor expenses regularly
- Automate routine tasks
- Negotiate better vendor contracts
- Outsource non-core processes
Metrics for ABA Therapy Clinic KPIs
1. Operating Profit Margin (EBIT)
Operating profit margin is calculated as the percentage of earnings before interest and taxes (EBIT) over total revenue. It measures the efficiency of the clinic in managing its operations and costs relative to its revenue.
What good looks like for this metric: Typical benchmark values range from 10% to 15%
Ideas to improve this metric- Increase service efficiency to reduce costs
- Negotiate better terms with suppliers
- Optimise staff scheduling to avoid overtime
- Enhance service pricing based on value provided
- Minimise administrative expenses
2. Revenue Growth Rate
The rate at which the clinic's revenue is increasing over a specific period. This shows how well the clinic is performing in expanding its client base and/or increasing service fees.
What good looks like for this metric: Healthy growth rates are typically between 5% to 10% annually
Ideas to improve this metric- Enhance marketing strategies to attract more clients
- Extend service offerings to meet client demand
- Improve client retention through excellent service
- Pursue partnerships with schools or local health services
- Offer promotions or discounts for referrals
3. Financial Close Accuracy
Measures the precision of financial statements in reflecting the clinic's financial status, essential for decision making and regulatory compliance.
What good looks like for this metric: Strive for at least 99% accuracy
Ideas to improve this metric- Implement robust accounting software
- Regularly train staff on accounting standards
- Conduct periodic audits
- Maintain updated documentation for all transactions
- Streamline processes for financial data collection
4. Time to Close Financials
The duration needed to finalise the clinic's financial statements each month or quarter. Efficient close time helps in timely management decisions.
What good looks like for this metric: Best-in-class companies aim for 5 days or less
Ideas to improve this metric- Standardise closing processes
- Automate data entry and reconciliation tasks
- Allocate clear responsibilities to the finance team
- Prepare preliminary reports before closing period
- Conduct regular process review meetings
5. Resource Utilisation
Assesses the degree to which the clinic's resources, including staff and materials, are effectively used to reach financial goals.
What good looks like for this metric: Target above 85% resource utilisation
Ideas to improve this metric- Regularly assess and adjust resource allocations
- Cross-train staff to manage workload fluctuations
- Monitor resource usage through management software
- Set clear KPIs for each department
- Implement a lean management approach to minimise waste
Metrics for Optimising Crane Operations
1. Operational Efficiency Rate
Measures the efficiency of operational processes by comparing actual output with a standard or expected output.
What good looks like for this metric: 85% - 90%
Ideas to improve this metric- Streamline workflow processes
- Implement regular staff training sessions
- Use data analytics to identify bottlenecks
- Introduce automation where applicable
- Conduct regular equipment maintenance
2. Budget Variance
Tracks the difference between budgeted and actual expenditures to manage financial performance.
What good looks like for this metric: Within 5% of the budget
Ideas to improve this metric- Regularly review financial statements
- Implement cost control measures
- Improve supplier negotiation strategies
- Establish a budget tracking system
- Engage in long-term financial planning
3. Return on Investment (ROI)
Calculates the profitability of investment activities by comparing net returns to costs.
What good looks like for this metric: 10% - 15%
Ideas to improve this metric- Evaluate new investment opportunities
- Enhance sales and marketing strategies
- Reduce operational costs
- Invest in higher-quality equipment
- Explore partnerships and collaborations
4. Employee Productivity
Assesses the output of employees relative to input, aiming to maximize workforce effectiveness.
What good looks like for this metric: 100 units per employee per hour
Ideas to improve this metric- Provide ongoing skills development
- Implement performance incentives
- Foster a positive workplace culture
- Optimize task assignments
- Use technology to facilitate tasks
5. Customer Satisfaction Score
Evaluates customer satisfaction through feedback and rating systems after service or product delivery.
What good looks like for this metric: 85% - 90%
Ideas to improve this metric- Enhance customer service training
- Regularly survey customer feedback
- Promptly address customer complaints
- Improve product quality and service delivery
- Build personalised customer relationships
Metrics for Operations Efficiency
1. Operational Cost Ratio
The ratio of operational costs to total revenue, used to determine the cost-effectiveness of operations
What good looks like for this metric: 25-35%
Ideas to improve this metric- Automate manual processes
- Negotiate better supplier contracts
- Implement lean management techniques
- Regularly review and adjust budgets
- Reduce waste and inefficiencies
2. Average Order Fulfilment Time
The average time taken from receiving an order to its delivery, indicating the efficiency of the fulfilment process
What good looks like for this metric: 24-48 hours
Ideas to improve this metric- Streamline warehouse processes
- Enhance inventory management
- Use reliable shipping partners
- Adopt real-time tracking systems
- Train staff for faster processing
3. First Pass Yield
The percentage of products manufactured correctly without any need for rework, showing the efficiency of the production process
What good looks like for this metric: 95-99%
Ideas to improve this metric- Implement quality control measures
- Use advanced manufacturing techniques
- Provide ongoing employee training
- Conduct regular equipment maintenance
- Analyse and address defect trends
4. Inventory Turnover Ratio
The ratio of cost of goods sold to average inventory, indicating how efficiently inventory is managed
What good looks like for this metric: 6-12 times per year
Ideas to improve this metric- Optimise inventory levels
- Improve demand forecasting
- Enhance supplier relationships
- Implement just-in-time inventory systems
- Increase marketing and sales efforts
5. Customer Satisfaction Score (CSAT)
A measure of customer satisfaction with the operational aspects of the company, usually gathered through surveys
What good looks like for this metric: 80-90%
Ideas to improve this metric- Improve customer service training
- Collect and act on customer feedback
- Enhance product quality
- Ensure timely delivery
- Streamline return processes
Metrics for Automation in Business Units
1. Process Automation Rate
Percentage of business processes currently automated compared to the total processes possible
What good looks like for this metric: 20-30%
Ideas to improve this metric- Conduct a thorough process audit
- Identify repetitive manual tasks
- Leverage robotic process automation tools
- Invest in staff training for technology adoption
- Establish clear automation goals
2. Time Saved Through Automation
Amount of time saved as a result of implementing automation in business processes
What good looks like for this metric: 10-50% time reduction
Ideas to improve this metric- Analyse current process time expenditures
- Prioritise automation of most time-consuming tasks
- Collaborate with departments to streamline processes
- Continuously measure time savings
- Optimise processes post-automation
3. Cost Reduction Due to Automation
Financial savings accrued from reducing manual labour and errors via automation
What good looks like for this metric: 15-30% cost reduction
Ideas to improve this metric- Assess cost structures before automation
- Focus on high-cost processes for automation
- Use cost-effective automation solutions
- Regularly evaluate cost savings
- Scale successful automation projects
4. Error Reduction Rate
Decrease in errors in business processes as a result of automation
What good looks like for this metric: 30-70% reduction in errors
Ideas to improve this metric- Identify error-prone processes
- Use high-accuracy automation technologies
- Implement continuous error monitoring systems
- Train employees on new automated systems
- Review error rates regularly to refine processes
5. Employee Satisfaction with Automation
Degree to which employees are satisfied with the automation tools and their impact on work
What good looks like for this metric: 70-85% satisfaction rate
Ideas to improve this metric- Conduct employee satisfaction surveys
- Provide comprehensive training sessions
- Encourage employee feedback on automation tools
- Create a support system for employees
- Highlight benefits of automation to employees
Metrics for Success of Strategic Programs
1. Return on Investment (ROI)
Measures the profitability of a strategic program by comparing the returns to the costs. It is calculated as (Net Profit / Cost of Investment) * 100.
What good looks like for this metric: Typically, a good ROI is 15% or more
Ideas to improve this metric- Enhance profitability through cost control
- Increase revenue from the program
- Extend program's lifecycle
- Improve marketing efforts
- Optimize resource allocation
2. Net Promoter Score (NPS)
Evaluates customer or stakeholder satisfaction and loyalty by asking how likely they are to recommend the program to others. Scored from -100 to 100.
What good looks like for this metric: Scores above 50 are considered excellent
Ideas to improve this metric- Improve customer service and support
- Enhance program quality
- Solicit and act on feedback
- Create engagement incentives
- Improve communication clarity
3. Stakeholder Engagement
Measures the level of stakeholder participation and involvement in the strategic program.
What good looks like for this metric: Varies; should aim for more than 70% active engagement
Ideas to improve this metric- Increase communication frequency
- Include stakeholders in decision-making
- Provide regular updates
- Use varied engagement channels
- Host interactive workshops
4. Cost-Benefit Analysis
Compares the costs and benefits of the program to determine value. A higher ratio indicates a more beneficial program.
What good looks like for this metric: A ratio above 1 signifies positive value
Ideas to improve this metric- Really evaluate benefits accurately
- Regularly review costs
- Negotiate supplier agreements
- Streamline operations
- Assess risk mitigation strategies
5. Goal Achievement Rate
Measures the percentage of strategic targets met within a specific timeframe. Calculated as (Achieved Goals / Total Goals) * 100.
What good looks like for this metric: 70% or higher is desirable
Ideas to improve this metric- Set realistic targets
- Continuously monitor progress
- Adjust strategies as needed
- Encourage team collaboration
- Provide necessary resources
Metrics for Monthly Sales and Demand Analysis
1. Demand Orders Growth Rate
Measures the rate at which demand orders increase or decrease compared to previous months or quarters
What good looks like for this metric: 5-10% growth month-over-month
Ideas to improve this metric- Enhance marketing campaigns
- Improve customer service
- Offer discounts or promotions
- Expand product range
- Optimize supply chain efficiency
2. Sales Cost Percentage
The proportion of sales cost relative to total revenue, indicating efficiency in converting costs to sales
What good looks like for this metric: 20-30% of total revenue
Ideas to improve this metric- Negotiate better supplier contracts
- Reduce overhead costs
- Utilise scalable sales channels
- Implement efficient inventory management
- Automate sales operations to reduce expenses
3. Quarterly Revenue Comparison
Compares total revenue earned in each quarter to identify seasonal trends and sales performance
What good looks like for this metric: Consistent growth per quarter
Ideas to improve this metric- Boost marketing during high-sales periods
- Plan product launches in high-demand seasons
- Adjust pricing strategies based on seasonality
- Increase cross-selling activities
- Evaluate and pivot based on quarterly outcomes
4. Order Fulfillment Rate
Percentage of demand orders successfully fulfilled within the expected time
What good looks like for this metric: 95-98% fulfillment rate
Ideas to improve this metric- Streamline the order processing system
- Ensure adequate stock levels
- Enhance supplier relationships
- Implement real-time tracking systems
- Train staff on efficient order handling
5. Monthly Sales Variance
Tracks variations in sales month over month to identify fluctuations and trends
What good looks like for this metric: +/- 5% variance
Ideas to improve this metric- Analyse customer feedback for insights
- Invest in demand forecasting tools
- Strengthen seasonal product offerings
- Balance promotions to smoothen sales dips
- Regularly review and adjust sales strategies
Metrics for Improving DevOps Performance
1. Deployment Frequency
Measures how often new updates are deployed to production
What good looks like for this metric: Once per week
Ideas to improve this metric- Automate deployment processes
- Implement continuous integration
- Use feature toggles
- Practice trunk-based development
- Reduce batch sizes
2. Lead Time for Changes
Time taken from code commit to deployment in production
What good looks like for this metric: One day to one week
Ideas to improve this metric- Improve code review process
- Minimise work in progress
- Optimise build processes
- Automate testing pipelines
- Implement parallel builds
3. Mean Time to Recovery
Time taken to recover from production failures
What good looks like for this metric: Less than one hour
Ideas to improve this metric- Implement robust monitoring tools
- Create a clear incident response plan
- Use canary releases
- Conduct regular disaster recovery drills
- Enhance rollback procedures
4. Change Failure Rate
Percentage of changes that result in production failures
What good looks like for this metric: Less than 15%
Ideas to improve this metric- Increase test coverage
- Perform thorough code reviews
- Conduct root cause analysis
- Use static code analysis tools
- Implement infrastructure as code
5. Cycle Time
Time to complete one development cycle from start to finish
What good looks like for this metric: Two weeks
Ideas to improve this metric- Adopt agile methodologies
- Limit work in progress
- Use time-boxed sprints
- Continuously prioritise tasks
- Improve collaboration among teams
Metrics for Measuring Backend Development
1. Response Time
The time taken for a system to respond to a request, typically measured in milliseconds.
What good looks like for this metric: 100-200 ms
Ideas to improve this metric- Optimise database queries
- Use efficient algorithms
- Implement caching strategies
- Scale infrastructure
- Minimise network latency
2. Error Rate
The percentage of requests that result in errors, such as 4xx or 5xx HTTP status codes.
What good looks like for this metric: Less than 1%
Ideas to improve this metric- Improve input validation
- Conduct thorough testing
- Use error monitoring tools
- Implement robust exception handling
- Optimize API endpoints
3. Request Per Second (RPS)
The number of requests the server can handle per second.
What good looks like for this metric: 1000-5000 RPS
Ideas to improve this metric- Use load balancing
- Optimise server performance
- Increase concurrency
- Implement rate limiting
- Scale vertically and horizontally
4. CPU Utilisation
The percentage of CPU resources used by the backend server.
What good looks like for this metric: 50-70%
Ideas to improve this metric- Profile and optimise code
- Distribute workloads evenly
- Scale infrastructure
- Use efficient data structures
- Reduce computational complexity
5. Memory Usage
The amount of memory consumed by the backend server.
What good looks like for this metric: Less than 85% of total memory
Ideas to improve this metric- Identify and fix memory leaks
- Optimise data storage
- Use garbage collection
- Implement memory caching
- Scale infrastructure
Metrics for Visual Merchandising MINISO
1. Visual Display Impact
The effectiveness of store displays to attract and engage customers, often measured through customer feedback and sales data.
What good looks like for this metric: High-impact displays see a 20% increase in foot traffic
Ideas to improve this metric- Enhance lighting around displays
- Incorporate interactive elements
- Regularly update display themes
- Use vibrant colours and contrasts
- Place best-selling products at eye level
2. Customer Dwell Time
The average time a customer spends in the store, indicating engagement with the visual merchandising.
What good looks like for this metric: Average dwell time of 15-20 minutes
Ideas to improve this metric- Create engaging product zones
- Ensure clear and inviting store layout
- Provide seating areas
- Use ambient music to enhance atmosphere
- Offer in-store promotions
3. Conversion Rate
The percentage of store visitors who make a purchase, demonstrating the effectiveness of displays.
What good looks like for this metric: A conversion rate of 20-30%
Ideas to improve this metric- Highlight key promotions
- Simplify the checkout process
- Train staff for upselling techniques
- Use digital signage for dynamic product display
- Facilitate product trials
4. Sales Per Square Foot
Total sales divided by sales floor area, showing how effectively space is used to drive sales.
What good looks like for this metric: USD 300-400 per square foot annually
Ideas to improve this metric- Optimise product placement
- Conduct regular space audits
- Maximise use of aisle ends
- Focus on high-margin items
- Rotate products according to seasonal trends
5. Product Placement Effectiveness
Analysis of product location within the store and its influence on sales, often through A/B testing.
What good looks like for this metric: A 10-15% increase in sales after strategic repositioning
Ideas to improve this metric- Conduct A/B testing for product location
- Utilise customer flow data
- Place complementary products together
- Ensure visibility of top products
- Use end-caps for new arrivals
Metrics for Steriliser Load Compliance
1. Load Cycle Completion Rate
The percentage of steriliser load cycles that are completed without interruption or error
What good looks like for this metric: Typically above 95%
Ideas to improve this metric- Ensure regular equipment maintenance
- Train staff on proper loading procedures
- Implement a checklist for pre-cycle checks
- Schedule regular audits of steriliser operations
- Use automated alerts for cycle failures
2. Cycle Documentation Accuracy Rate
The percentage of steriliser cycles with complete and accurate documentation
What good looks like for this metric: 90% or higher
Ideas to improve this metric- Introduce digital documentation systems
- Conduct regular staff training on documentation standards
- Implement peer reviews of documentation records
- Streamline the documentation process
- Use templates to standardise documentation
3. Chemical Indicator Compliance Rate
The percentage of loads that correctly use chemical indicators according to protocol
What good looks like for this metric: 95% usage compliance
Ideas to improve this metric- Ensure ample supply of chemical indicators
- Provide refresher training on chemical indicator usage
- Implement a monitoring system for indicator application
- Conduct regular spot checks
- Review procedures and update protocols regularly
4. Load Turnaround Time
The average time taken from loading the steriliser to load completion
What good looks like for this metric: Less than 2 hours
Ideas to improve this metric- Optimise scheduling to minimise downtime
- Invest in faster sterilisation technologies
- Review workflow for bottlenecks
- Provide timely maintenance to prevent delays
- Balance load to enhance efficiency
5. Equipment Malfunction Incident Rate
The number of incidents due to equipment malfunction per 100 load cycles
What good looks like for this metric: Fewer than 5 incidents per 100 cycles
Ideas to improve this metric- Conduct regular preventative maintenance checks
- Replace old or obsolete equipment
- Keep a detailed maintenance log
- Train operators on troubleshooting procedures
- Schedule regular reviews with equipment manufacturers
Metrics for Cycle Count Completion
1. Cycle Counts Completed Per Day
The number of cycle counts an employee completes each day
What good looks like for this metric: 10 cycle counts per day
Ideas to improve this metric- Set daily cycle count targets
- Provide training to improve efficiency
- Use technology to speed up counting
- Monitor progress throughout the day
- Provide incentives for meeting targets
2. Average Time Per Cycle Count
The average amount of time taken to complete a single cycle count
What good looks like for this metric: 45-60 minutes per cycle count
Ideas to improve this metric- Standardise cycle counting procedures
- Identify and eliminate bottlenecks
- Utilise efficient tools and equipment
- Conduct regular employee training
- Review and optimise workflow processes
3. Accuracy of Cycle Counts
The percentage of cycle counts that are completed without error
What good looks like for this metric: Above 95% accuracy
Ideas to improve this metric- Double-check counts before submission
- Implement a verification process
- Conduct regular accuracy audits
- Provide detailed guidelines
- Offer corrective training where needed
4. Employee Attendance Rate
The percentage of days employees are present for conducting cycle counts
What good looks like for this metric: 95%-100% attendance
Ideas to improve this metric- Implement a clear attendance policy
- Provide flexible working schedules
- Recognise and reward consistent attendance
- Address attendance issues promptly
- Provide support for personal issues affecting attendance
5. Employee Productivity Rate
The number of productive hours spent on cycle counts compared to the total hours available
What good looks like for this metric: 75%-85% productive hours
Ideas to improve this metric- Track time spent on different tasks
- Use productivity management software
- Set clear daily goals
- Encourage regular breaks to maintain focus
- Identify and eliminate distractions
Metrics for Updated Inventory of Spare Parts
1. Inventory Accuracy Rate
The percentage of inventory records that are accurate when compared to physical counts
What good looks like for this metric: 95% or higher
Ideas to improve this metric- Implement regular cycle counts
- Utilise barcode/RFID systems
- Conduct thorough training for staff
- Review and update inventory records regularly
- Analyse discrepancies and correct processes
2. Stock Turnover Rate
The number of times inventory is sold or used in a time period compared to the average inventory
What good looks like for this metric: 4 to 6 times per year
Ideas to improve this metric- Adjust reorder levels and frequency
- Monitor sales and usage trends
- Identify slow-moving items and clear them
- Negotiate with suppliers for optimal order quantities
- Integrate demand forecasting tools
3. Backorder Rate
The percentage of customer orders that cannot be filled at the scheduled time due to lack of inventory
What good looks like for this metric: Less than 10%
Ideas to improve this metric- Improve demand forecasting accuracy
- Increase safety stock for critical items
- Collaborate with suppliers on lead times
- Enhance order fulfilment processes
- Utilise data analytics for better insights
4. Days of Inventory on Hand (DOH)
The average number of days that inventory is held before it is sold or used
What good looks like for this metric: 45 to 60 days
Ideas to improve this metric- Optimise inventory mix based on demand
- Implement just-in-time ordering
- Improve marketing strategies to boost sales
- Utilise warehouse space efficiently
- Develop partnerships with reliable suppliers
5. Carrying Cost of Inventory
The total cost of holding onto inventory, typically a percentage of total inventory costs
What good looks like for this metric: 20% to 30% of inventory value
Ideas to improve this metric- Reduce excess inventory levels
- Improve inventory turnover
- Negotiate better terms with suppliers
- Utilise technology to monitor costs closely
- Enhance inventory flow and minimise holding time
Metrics for Unplanned Downtime on Forge
1. Downtime Duration
Total time the forge machine is non-operational due to unplanned issues
What good looks like for this metric: Typically less than 5% of total operational time
Ideas to improve this metric- Conduct regular maintenance checks
- Invest in predictive maintenance tools
- Train staff on quick troubleshooting
- Establish a faster repair protocol
- Keep critical spare parts in stock
2. Mean Time to Repair (MTTR)
Average time taken to repair the forge machine after a failure
What good looks like for this metric: Typically under 4 hours
Ideas to improve this metric- Provide advanced repair training
- Streamline repair documentation
- Optimise parts retrieval processes
- Implement a 24/7 repair service
- Use diagnostic tools for accurate fixes
3. Failure Frequency
Number of times the forge machine fails unexpectedly within a specific period
What good looks like for this metric: Ideally fewer than 2 times a month
Ideas to improve this metric- Enhance quality control measures
- Upgrade machine components
- Perform regular performance testing
- Use high-quality materials for production
- Introduce routine inspections
4. Downtime Costs
Financial impact due to unplanned downtime, including lost production time and repair expenses
What good looks like for this metric: Generally kept below $10,000 per incident
Ideas to improve this metric- Budget for potential downtime
- Negotiate better rates with service providers
- Utilise insurance policies
- Invest in efficient repair technology
- Implement cost-reduction strategies
5. OEE (Overall Equipment Effectiveness)
A measure that combines machine availability, performance, and quality to assess downtime impact
What good looks like for this metric: World-class is considered above 85%
Ideas to improve this metric- Increase machine availability
- Enhance process efficiency
- Improve product quality standards
- Align production schedules
- Continuously monitor performance metrics
Metrics for Streamline Operations & Improve Feedback
1. Average Response Time
The average time it takes for support staff to respond to student queries
What good looks like for this metric: 24 hours or less
Ideas to improve this metric- Implement automated responses for common queries
- Provide additional training sessions for support staff
- Utilise CRM software to track response times
- Set goals for individual team members
- Analyse and optimise workflow processes
2. Student Feedback Quality Score
The average rating of feedback provided by mentors as rated by students
What good looks like for this metric: 4.5 out of 5
Ideas to improve this metric- Provide training on giving effective feedback
- Develop a standard feedback template
- Review and discuss feedback in team meetings
- Gather feedback from students on mentor performance
- Conduct regular mentor evaluations
3. First Contact Resolution Rate
Percentage of support queries resolved during the first interaction with support staff
What good looks like for this metric: 70% or higher
Ideas to improve this metric- Conduct root cause analysis on frequently unresolved topics
- Empower staff to make decisions without escalation
- Improve access to solution resources
- Develop a comprehensive FAQ section
- Increasing collaboration with mentors for complex issues
4. Mentor Availability
Measures the average time mentors are available to provide feedback during scheduled office hours
What good looks like for this metric: 85% of scheduled hours
Ideas to improve this metric- Optimise scheduling to align with student needs
- Provide incentives for maintaining high availability
- Introduce flexible working hours for mentors
- Utilise technology to aid remote mentoring sessions
- Increase cross-training for coverage
5. Net Promoter Score (NPS)
A measure of student loyalty and satisfaction based on their likelihood to recommend the training to others
What good looks like for this metric: 70 or above
Ideas to improve this metric- Regularly survey students for feedback
- Improve mentor-student engagement
- Enhance curriculum based on student feedback
- Ensure a seamless onboarding process
- Create a supportive community for student interaction
Tracking your Operations Team metrics
Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
Tability's check-ins will save you hours and increase transparencyMore metrics recently published
We have more examples to help you below.
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- The best metrics for Updated Inventory of Spare Parts
- The best metrics for Offshore Drilling Industry Growth
- The best metrics for Department Compliance
- The best metrics for Software Engineering Research
Planning resources
OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
- To learn: What are OKRs? The complete 2024 guide
- Blog posts: ODT Blog
- Success metrics: KPIs examples