Chapters · 3 of 9

About 14 min · Lesson and activity

Chapter 3 of 90 complete

Separate Volume, Speed, Quality, Cost, and Outcome

A metric set that answers different questions rather than five versions of one.

See the situation

Start with the situation below. Next, we will work through an example together before you try the activity.

Elena · Reporting lead

The case

A scorecard that asks one question five times

Volume, speed, quality, cost, and outcome measure different aspects of work.

Requests received: Volume
Requests qualified: Volume
Contacts attempted: Volume
Emails sent: Volume
Records touched: Volume

Your task

Classify each measure by its definition and unit. Check the scorecard that your choices produce.

Need a little guidance?

You’re done when: The brief covers the dimensions the decision needs without becoming a dashboard dump.

Different metric types answer different operational questions.

Need a reminder? Reopen the worked example

Watch one example first

100 requests is volume; a two-hour response is speed; validated accuracy is quality; dollars spent is cost; a confirmed booking is an outcome. More of one does not establish improvement in another.

Why this follows from the evidence

Use definitions and units, not appealing labels. A balanced view keeps process activity distinct from the business result.

GTM Lab

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Case evidence

A scorecard that asks one question five times

Requests received: Volume
Requests qualified: Volume
Contacts attempted: Volume
Emails sent: Volume
Records touched: Volume

Every metric above is real and correct, and together they ask one question five times. Build a set that asks five.

Check the case below to save your activity result and this chapter’s prepared example plan section. You can inspect that template in the saved plan above; no live records are changed.

Inspect the prepared example

Build the scorecard from the metric definitions

Sort each measure using its definition and unit. The values are supplied; the category totals update as you classify them.

Qualified requests received

Count of qualified records in the quarter. Unit: records.

Category for Qualified requests received

Median time to first eligible contact

Elapsed time from qualification to first linked contact attempt. Unit: days.

Category for Median time to first eligible contact

Records with source and outcome evidence

Share of eligible records with both fields present. Unit: % of records.

Category for Records with source and outcome evidence

Direct service cost per confirmed booking

Stated service cost divided by confirmed later bookings. Unit: currency / booking.

Category for Direct service cost per confirmed booking

Eligible requests with a later confirmed booking

Confirmed bookings after qualification divided by the stated mature population. Unit: % of records.

Category for Eligible requests with a later confirmed booking

volume

speed

quality

cost

outcome

not classified

In the follow-up case, request volume rises while cost per confirmed booking also rises and booking share falls. Inspect both the controllable input and the business outcome before recommending more activity.

Restoring this data activity…

Optional: compare alternative reasoning

The case tool above saves your result and completes this activity. These comparisons are extra practice; they do not change your saved plan.

Work the case · 0 of 2 sections drafted

Five types, not five counts

Compare these alternatives one section at a time. Check a choice to see its consequence; the draft summary below keeps the proposed changes together.

Step 1 of 2

What is missing from the scorecard above?

Speed, quality, cost, and outcome. Everything there is volume.Speed. How long each stage takes.More granularity: volume by source, by owner, and by week.

This is a proposed draft until the chapter check runs. Selecting a choice alone does not complete the chapter.

4b · Proposed

Metric definition draft

Metric definition draft · current draftCompare the original state with the proposed change. This preview does not change live records.

Metric definition draft · current draft
Item	Before	Proposed	Why
What is missing from the scorecard above?	No saved change in this exercise draft	Not drafted yet	Choose a proposal to see what it would add to the draft.
One of these only looks like an outcome metric. Which?	No saved change in this exercise draft	Not drafted yet	Choose a proposal to see what it would add to the draft.

What is missing from the scorecard above?: BeforeNo saved change in this exercise draft; ProposedNot drafted yet; WhyChoose a proposal to see what it would add to the draft.
One of these only looks like an outcome metric. Which?: BeforeNo saved change in this exercise draft; ProposedNot drafted yet; WhyChoose a proposal to see what it would add to the draft.

A choice appears here as a proposal, not as evidence that a live system changed.

Your place saves as you go.

Chapter 3 of 90 complete