KPI & Success Measurement Framework

How the transformation proves it worked. Targets are proposals to ratify at the M3 steering after baselines land; all baselines are TBD — captured in discovery (WBS 1.12) unless noted. Displayed-on pages refer to Mission Control.

Measurement principles

1. Baseline first. Every KPI gets a measured (or honestly estimated) baseline during discovery M1–M3. No baseline → no target → not a KPI.
2. Measure monthly, review at steering; company-level KPIs also in the board pack.
3. Automate collection. Platform telemetry (WBS 5.6), agent run metrics (9.5), and KB health checks (6.6) feed Mission Control directly. Manually collected KPIs are limited to what SoftOne/M365 can’t emit, and each needs a named collector.
4. Targets in two horizons: M6 (platform GA + pilots) and M12 (program end). M6 targets are deliberately modest — the platform barely exists before M6.
5. Counter-metric discipline. Every efficiency KPI is paired with a quality guard (e.g. quote turnaround ↓ must not push quote error rate ↑).
6. No target-gaming. KPI definitions are frozen once ratified; changes require a steering decision recorded in the minutes.

Column key: Baseline = TBD (discovery) unless stated. Owner = role accountable for the number, not for collecting it.

1. Company-level KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Revenue per employee	Annual revenue ÷ headcount (~€23.7M / ~109 ≈ €217k today)	SoftOne + HR	≈€217k (2025, to confirm)	n/a (annual)	+3–5% run-rate	CEO	Executive dashboard
Net margin	Net profit ÷ revenue (thin ~1.5% today — the program’s core financial lever)	Finance	≈1.5% (to confirm)	n/a	+0.3–0.5 pp run-rate contribution	CEO	Executive dashboard
Quote turnaround time	Median hours from RFQ received → quote sent	SoftOne + email timestamps (manual sample until integrated)	TBD	−20% in pilot depts	−40% company-wide	Sales head	Executive dashboard
Order-to-delivery lead time	Median days from confirmed order → delivered to vessel/customer	SoftOne	TBD	baseline held (no regression)	−15%	Logistics head	Executive dashboard
Tender/bid throughput	Bids submitted per month per bid-team FTE	Sales records	TBD	+10%	+30%	Sales head	Executive dashboard
Working-capital days (DSO)	Days sales outstanding	Finance	TBD	baseline held	−5 days	Finance head	Executive dashboard

2. Department-level KPIs

One KPI set per department, defined in the 04-departments one-pagers (WBS 2.8) and rolled up here. Representative examples:

Department	Lead KPI (definition in dept file)	Baseline	Target M6	Target M12	Owner	Mission Control page
Sales	Quotes issued per salesperson per week	TBD	+10% (pilot)	+25%	Dept head	Dept heatmap
Customer service	First-response time to customer inquiry	TBD	−30% (pilot)	−50%	Dept head	Dept heatmap
Procurement	Supplier-quote comparison cycle time	TBD	—	−30%	Dept head	Dept heatmap
Warehouse	Picking/document error rate per 1000 lines	TBD	—	−25%	Dept head	Dept heatmap
Compliance/quality	Audit-prep effort (person-days per audit)	TBD	−25% (if pilot)	−50%	Dept head	Dept heatmap
Finance/accounting	Month-end close duration (working days)	TBD	—	−2 days	Dept head	Dept heatmap
Reporting/BI	Ad-hoc report delivery time	TBD	−30%	−60%	Dept head	Dept heatmap

Remaining departments (marketing, HR, logistics, product/technical support, IT, administration, executive) carry their lead KPIs in their department files; all appear on the department heatmap.

3. Process-level KPIs

Attached to the mapped processes (WBS 2.2–2.4); measured for processes touched by a use case.

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Process cycle time	Elapsed time start→end per mapped process instance	SoftOne timestamps / sampling	TBD per process	−15% (piloted processes)	−30% (automated processes)	Process owner	Process scorecards
Touches per transaction	Human interventions per order/quote/document	Process sampling	TBD	−1 touch (piloted)	−30%	Process owner	Process scorecards
Rework loops	% of instances returned for correction	Sampling + agent logs	TBD	measured	−25%	Process owner	Process scorecards

4. AI adoption KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Platform WAU	Unique users active in trailing 7 days	Telemetry	0	≥25 (pilot depts)	≥40 of ~50 target users	TPL lead → IT	Adoption dashboard
WAU/MAU stickiness	WAU ÷ MAU	Telemetry	—	≥0.5	≥0.7	TPL lead → IT	Adoption dashboard
% employees active weekly	WAU ÷ 109	Telemetry + HR	0	≥20%	≥65%	CEO	Adoption dashboard
Queries per user per day	Total queries ÷ DAU	Telemetry	—	≥3	≥8	TPL lead → IT	Adoption dashboard
Assistant CSAT	Avg in-tool rating (thumbs → 1–5 pulse)	In-tool feedback + pulse survey	—	≥3.8/5	≥4.2/5	TPL lead	Adoption dashboard
Departments with weekly active use	Depts where WAU ≥50% of staff	Telemetry	0	2–3 (pilots)	≥13 of 15	Steering	Dept heatmap

5. Knowledge base KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Docs count	Knowledge docs with valid frontmatter	KB health check (6.6)	~0	≥150	≥500	TPL lead	KB health
SOP coverage	% of mapped processes with a current SOP doc	KB check vs process inventory	TBD (low)	≥60% pilot depts	≥80% all depts	Dept champions	KB health
Freshness	% docs reviewed/updated within their review cycle	Frontmatter dates	—	≥70%	≥85%	Dept champions	KB health
Orphan rate	% docs with no inbound links	Link graph check	—	≤15%	≤8%	TPL lead	KB health
Retrieval hit rate	% RAG queries where a retrieved chunk is used in a rated-useful answer	RAG eval + feedback (5.4, 6.7)	—	≥70%	≥85%	TPL lead	KB health

6. Automation KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Registered agents in production	Count in ai-agent-registry.md	Registry	0	0–2	≥10	TPL lead → IT	Automation showcase
Agent runs per month	Successful runs across all agents	Agent telemetry (9.5)	0	—	≥1,000	TPL lead → IT	Automation showcase
Hours saved per month	Σ (runs × validated minutes-saved per run type)	Agent telemetry + time-study validation	0	measured for pilots	≥400 h/month	Steering	Hours-saved counter
Straight-through rate	% agent runs completing with no human correction	Agent telemetry	—	measured	≥70% avg	TPL lead → IT	Automation showcase
Human-override rate	% runs where output rejected/heavily edited	Agent telemetry	—	measured	≤15%	TPL lead → IT	Automation showcase

7. Infrastructure KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Platform uptime	% availability in business hours (07:00–19:00 EET)	Monitoring	—	≥99.0%	≥99.5%	Prime Products IT	Platform status
p95 chat latency	95th-percentile time-to-first-token	Telemetry	—	≤2.5 s	≤2.0 s	Prime Products IT	Platform status
GPU utilization (business hours)	Mean GPU busy %	Monitoring	—	20–50% (headroom)	40–70%	Prime Products IT	Platform status
Cost per query	(Amortized CapEx + OpEx)/month ÷ queries/month, € [placeholder model]	Finance + telemetry	—	measured	declining month-over-month	Finance head	Platform status
Incident count (Sev1/Sev2)	Production incidents per month	IT incident log	—	≤2	≤1	Prime Products IT	Platform status

8. Training KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
People trained	Staff completing their audience track (change plan)	Training records	0	≥25 (champions + pilots)	≥100 of ~109	TPL lead	Training hub
Certification rate	% trained staff passing internal certification (10.7)	Assessment records	0	—	≥70%	TPL lead	Training hub
Prompt-skill assessment	Median score on standardized prompt-task rubric	Assessment (10.7)	—	measured for pilots	≥75/100 median	TPL lead	Training hub
Champions active	Champions attending ≥3 of 4 monthly guild meetings	Guild attendance	0	15 nominated	≥12 active	CEO	Training hub

9. Value: ROI, productivity, time saved

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Program ROI indicator	(Annualized hours-saved value + margin-effect estimate) ÷ program cost €[TBD]	Finance model, inputs from §6	—	model built	≥1.0× run-rate, path to 2–3× yr-2	Steering	Executive dashboard
Time saved per employee per week	Self-reported + telemetry-derived hours	Pulse survey + §6	0	≥1 h (pilot users)	≥3 h (active users)	Steering	Executive dashboard
Output per FTE in AI-assisted tasks	Task-specific throughput (quotes, replies, reports) per FTE	Dept KPIs (§2)	TBD	+10% pilots	+20–30% assisted tasks	Dept heads	Dept heatmap
Overtime hours in assisted departments	Monthly overtime, HR records	HR	TBD	—	−15%	HR head	Executive dashboard

10. Quality KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Quote/document error rate	Errors found post-issue per 100 quotes/docs (counter-metric to speed KPIs)	Sampling + CS complaints	TBD	no regression	−20%	Dept heads	Process scorecards
Rework rate	% deliverables redone after review	Sampling	TBD	no regression	−25%	Dept heads	Process scorecards
Compliance findings	ISO 22000 / bonded-warehouse audit non-conformities per audit	Compliance records	TBD	no regression	−30%	Compliance head	Process scorecards
AI-output defect rate	% AI-assisted outputs failing human verification (verification duty per usage policy)	Feedback + sampling	—	measured	≤5% on production use cases	TPL lead	Adoption dashboard

11. Customer service KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
First-response time	Median time to first substantive reply to customer inquiry	Email/Teams timestamps (manual sample → integrated)	TBD	−30% (if pilot)	−50%	CS head	Dept heatmap
Resolution time	Median time inquiry → resolved	CS records	TBD	−15%	−35%	CS head	Dept heatmap
Same-day quote rate	% RFQs answered with a quote same business day	SoftOne + sampling	TBD	+15 pp (pilot)	≥80%	Sales head	Executive dashboard
Customer complaints	Complaints per 100 orders	CS log	TBD	no regression	−20%	CS head	Dept heatmap

12. Management visibility KPIs

KPI	Definition / formula	Source	Baseline	Target M6	Target M12	Owner	Mission Control page
Report latency	Days from period end → management report available	Reporting/BI records	TBD	−30%	same-day/next-day for standard pack	Reporting/BI head	Executive dashboard
Ad-hoc question turnaround	Median time from management data question → answered	Sampling	TBD	−40%	minutes (self-serve via assistant)	Reporting/BI head	Executive dashboard
Decision lead time	Days from issue raised at steering/management → decision recorded	Meeting minutes	TBD	measured	−30%	CEO	Executive dashboard
KPI automation rate	% of KPIs in this framework auto-collected (principle 3)	Mission Control config	0	≥50%	≥80%	TPL lead	KB health