Process metricsfocus on measuring theoutcomes and effectivenessof a process, not product specs or project data. This includes evaluating process impact on customer experience and operational reliability (e.g., MTTF).
“Metrics such as customer satisfaction, cycle time, and defect rate provide insight into how effectively and efficiently a process meets its goals and customer needs.”
– ABPMP CBOK®, Chapter 6 – Process Performance Management
These are oftenoutput-oriented, such as:
Delivery time
Customer complaints
SLA adherence
[Reference: ABPMP CBOK®, Chapter 6 – Process Performance Management, ]
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