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Key Metrics: Quality %Complete and Value Stream Mapping in Office & Service Setttings


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Key Metrics: Quality
%Complete and Accurate (%C&A)

The percentage of input that’s deemed “usable as is”
by the person doing the work
% of incoming work where the downstream customer
can perform task without having to “CAC”:
 Correct information or material that was supplied
 Add information that should have been supplied
 Clarify information that should have or could have been

Measured by the immediate downstream customer
and all subsequent downstream customers.
Similar to first pass yield in manufacturing.

© 2010 Karen Martin & Associates


Published in: Business, Technology
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