What are the key metrics and indicators for measuring workflow exception performance and impact?

- I Agree, this is a basic yet useful metric. - It does not provide any insight into the cause/severity of the error and yet provides a good summary of success/failure of a particular task.

I agree with this as a start but this business intelligence gathered should lead to establishing some benchmarks and level of tolerance for frequency and rate. For example, an organization may be willing to accept an 80% auto adjudication rate for reimbursement claims <=$250 and 20% exception handling requirement rate. If the exception handling rate is higher than 20% then this has to be evaluated for action. On the contrary, the organization leaders would need to be evaluate the same when exception rate is lower than 20% for risk assessment to be sure they are not overpaying.

This Severity of Exceptions is like comparing minor scratches on your car to major engine failures. Calculation: Based on predefined criteria, categorize each exception and calculate the percentage in each category. Example: If 2 out of 10 exceptions are high severity, 5 are medium, and 3 are low, it indicates where focus is needed. Importance: Helps prioritize which exceptions need immediate attention versus those that are less critical.

Importance of this Root Cause Mtrics: Understanding root causes can lead to process improvements that reduce the overall number of exceptions. Calculation: Percentage of exceptions for which a root cause is identified and addressed. Example: If root causes are identified for 8 out of 10 exceptions, the identification rate is 80%.

I agree that you must assess and evaluate the tolerance threshold set for SLA's, metrics, and KPI's because not all issues require action due to immateriality. Example if your threshold is 20% exception performance (% of total volume) then 10% exception rate may or may not have material impact on return on investment. Also another angle may be pure dollar accumulation as opposed to volume because some edge cases can more costly than others.

By tracking these key metrics and indicators, you can gain a comprehensive understanding of workflow exception performance and their impact. This will enable you to optimize processes, reduce errors, and improve overall efficiency. Regularly monitoring and analyzing these metrics is akin to performing regular maintenance on your car to ensure it runs smoothly and efficiently, preventing costly repairs and ensuring a pleasant driving experience. Would you like to dive deeper into other aspects of workflow automation? I share contents on it.

Another metric to measure is CUSTOMER IMPACT: This metric measures how exceptions affect end-user satisfaction and experience. Imagine customers being unhappy if your car service delays affect their schedules. Calculation: Use customer feedback, satisfaction scores, and complaint rates linked to exceptions. Example: If customer complaints increase when exception rates rise, this indicates a direct impact on satisfaction. You might be wondering, "What's the Importance?" It ensures that exceptions do not negatively impact customer satisfaction, which can affect business reputation and loyalty.

Return on Automation (ROA) is a crucial metric for evaluating the efficiency and financial impact of automation initiatives. By comparing the investment made in automation to the resulting benefits, organizations can determine the overall value generated. Key factors to consider include the reduction in errors, increased productivity, and cost savings achieved through automation. A high ROA indicates a successful implementation that delivers substantial returns on the initial investment.