Metrics

A metric is a named, reproducible measure of an outcome or operating condition. Metrics make “better” specific enough to observe, discuss, and improve.

Measure an outcome

Good metrics answer four questions: what is measured, over what population, during which window, and what target or guardrail matters. Avoid metrics that only describe activity when the real goal is a customer result.

Define a metric

The example is intentionally aspirational. A metric belongs in the Company Runtime when its definition, ownership, and data sources are clear enough for different interfaces to report the same result.

Metrics are evidence

A metric should inform a decision, not become a score to optimize blindly. Pair it with qualitative feedback, exceptions, and the underlying records. A loop can use a metric to decide when to act; a review can use it to decide whether a change helped.