Measures Definitions - Excellence in Business Processes

Redesigned Processes

Number of business processes streamlined or redesigned during a 12-month period.

Cycle Time

The total elapsed time to transform inputs (e.g., invoices, billings, data, requests, etc.) into deliverable outputs (e.g., checks, statements, reports, services) to the customer.

Cost per Transaction

The cost of labor and materials divided by the total number of transactions processed.

Error Rate

Number of recordable errors in key busines processes per 10,000 transactions.

Conformance with Requirements

The ability of key buisness processes to satisfy both customer and stakeholder service and feature requirements.

Audits Closed in 6 Months

Number of internal audits with fully implemented corrective actions in response to audi findings.

Customer Engagement

Percentage of key internal customers indicating very satisfied and satisfied with the Division's abilitiy to understand and meet their business requirements.

MBE/WBE Participation Rate

Percentage of architectural and construction contracts awarded annually to minority and women owned companies.

Incident Rate

Recordable worker compensation injuries per 100 employees.