11. Process Goal (KPI) Measure Definition Measurement architecture Service level management Improve ability to track and meet service levels agreed to with clients % increase or decrease in meeting service level Tracked through incident management and monitoring Change management Reduce incidence caused by unauthorized change % reduction in the number of incidents resulting from unauthorized changes Tracked through incident management and change management and monitoring Sales Increase Customer satisfaction % reduction in order cancelation, late shipment, incomplete order shipment, returns and customer attrition. Tracked through incident and process management and monitoring
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14. Visualization of Key Performance Indicators Detailed Metrics that Visually Represent Order Cancellation by Sales Process Stage
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