Primary Metrics

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  A primary metric or a primary process metric is used to measure process level performance. The metric is generally reported in a time series format showing the baseline or current state data, target or future state data and actual performance data.  The primary metrics must be aligned and consistent with the problem statement the team defines and these types of metrics can be used to track progress towards your project goals and objectives as defined in the project charter.  The primary metric will ultimately measure or determine your level of success as it pertains to your project.

Examples:

1. Cycle time reductions.
2. DPMO.

  John and Bill were given a project to reduce the cycle time associated with unloading luggage for passengers at the airport by 50%.  The baseline time was a calculated average of 12 minutes and 43 seconds.  After the project was complete customers reported feedback which improved the customer service measurements dramatically.   On a scale of 1 to 5, 200 customers reported a 4.0 or higher service rating.  Along with improved service Bill and John were able to reduce the cycle time associated with unloading luggage from the initial 12 min. and 43 sec. to   about 8 min. and 43 sec.  Even though they did not meet the goal many of the employees Bill and John work with were very pleased at how simplified this process became.

Challenge:
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