Process Metrics
Quantifiable indicators used to measure and evaluate the efficiency, effectiveness, and quality of business processes, enabling data-driven decisions for continuous improvement.
Read summarized version with
What are Process Metrics?
Process metrics are quantifiable measurements that tell you how well your workflows are actually performing. Rather than guessing or going off gut feelings, teams can look at real numbers to see if things are running smoothly, where quality might be slipping, and what's causing slowdowns.
What makes these different from general business KPIs? Process metrics zoom in on the mechanics of individual workflows: how fast things move, how many errors pop up, what resources get consumed, and whether the output meets standards. They're more granular. That said, healthy process metrics tend to roll up nicely into those bigger strategic goals everyone cares about, particularly when you have solid process mapping in place.
Most organizations check their process metrics on some regular schedule, whether that's daily, weekly, or monthly depending on how fast things move. The point is to know where you stand, set targets that make sense, and actually verify whether that new training or procedure change did anything useful.
Key Characteristics of Process Metrics
- Quantifiable: You need numbers, percentages, or ratios. Something you can measure objectively. Otherwise, how would you know if you're getting better?
- Process-Specific: Good metrics attach to a particular workflow. They measure what happens inside that process, not broad business outcomes.
- Actionable: The best process metrics suggest something you can do. When a number shifts, teams should be able to figure out why and respond.
- Aligned with Goals: Track things that connect to what your organization actually cares about. Measuring something just because it's convenient wastes everyone's time if it doesn't help anyone make decisions.
Process Metrics Examples
Example 1: Customer Support Process
A customer support team keeps tabs on several process metrics to understand how they're doing. They track average resolution time (how long from first response to closed ticket), first-contact resolution rate (what percentage of issues get handled without needing follow-up), and tickets per agent per day. After rolling out visual work instructions for common troubleshooting scenarios, resolution time dropped from 45 minutes down to 28 minutes, while first-contact resolution jumped from 62% to 79%.
Example 2: Manufacturing Process
A manufacturing facility watches cycle time, defect rate, and resource utilization as their main process metrics. Cycle time captures how long each unit takes to pass through a workstation. Defect rate tracks the percentage failing quality checks. Resource utilization shows how much of the available machine and labor capacity is actually getting used. By documenting standard work procedures and reviewing these metrics weekly, the team noticed defects spike during shift changes, which led them to tighten up their handoff documentation. This kind of data-driven approach supports ongoing process improvement efforts.
Process Metrics vs Key Performance Indicators
People swap these terms around a lot, but they really serve different purposes.
| Aspect | Process Metrics | Key Performance Indicators |
|---|---|---|
| Scope | Focus on individual processes and workflows | Measure broader organizational or strategic goals |
| Level | Operational and tactical | Strategic and executive-level |
| When to use | Day-to-day process monitoring and improvement | Tracking progress toward business objectives |
How Glitter AI Helps with Process Metrics
Glitter AI helps teams improve the process metrics that actually matter by making it easy to create and keep documentation current. When processes are clearly documented with visual work instructions, people spend less time wondering what comes next. That directly shows up in metrics like cycle time, error rate, and throughput.
Beyond creating documentation, Glitter also gives you visibility into how often materials get accessed and whether people are following standardized procedures. That usage data can become a process metric on its own, revealing whether your documentation is genuinely helping folks work more efficiently. The insights feed directly into process optimization initiatives.
Frequently Asked Questions
What are process metrics?
Process metrics are quantifiable measurements that show how well a business process is performing. They track things like efficiency, quality, speed, and resource usage so organizations can make informed decisions about their operations rather than relying on guesswork.
What is an example of a process metric?
Common examples include cycle time (how long a process takes to complete), defect rate (percentage of outputs with errors), throughput (units processed per time period), and resource utilization (how much of available capacity is actually being used).
What is the difference between process metrics and KPIs?
Process metrics focus on individual workflows and how operations run day to day, while KPIs measure broader strategic objectives. Process metrics tend to be more granular and tactical; KPIs sit at a higher level and often aggregate several metrics together.
Why are process metrics important?
They give you objective data about how work really gets done. Process metrics help spot bottlenecks, measure whether improvements are working, set realistic targets, and make sure teams focus on changes that genuinely move the needle.
How many process metrics should I track?
For straightforward processes, 3 to 5 key metrics usually works well. Moderately complex processes might need 5 to 8. Track too many and you dilute focus, making it harder to act on what the data is telling you.
What are the three types of process metrics?
Process metrics generally fall into three buckets: efficiency metrics (measuring resource use like time and cost), effectiveness metrics (measuring whether you're achieving intended outcomes), and quality metrics (measuring error rates and defects).
How do I choose the right process metrics?
Start with what the process is supposed to accomplish, then pick metrics that directly measure progress toward those goals. Make sure each metric is quantifiable, actionable, and something your team can actually influence through their work.
What tools are used to track process metrics?
Organizations use a variety of tools including business process management software, workflow automation platforms, spreadsheets, dashboards, and documentation tools like Glitter AI that capture process data and completion rates.
How often should process metrics be reviewed?
It depends on the process. Fast-moving operations may need daily tracking, while slower processes might only warrant weekly or monthly review. Review often enough to catch issues before they snowball into bigger problems.
How do process metrics support continuous improvement?
Process metrics give you a baseline to measure against, help pinpoint where improvements are needed, and show whether changes actually worked. They turn continuous improvement from a feel-good idea into a data-driven practice where you can verify results.
Turn any process into a step-by-step guide