Defining your process scorecard for EOS


The Process Scorecard – What to Measure to Be Process Driven

Why would you want to develop a process scorecard? Being process-driven means emphasizing efficiency. Here's a guide on what to measure and how to make it happen.

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Why would you want to develop a process scorecard?

Being process-driven means emphasizing the efficiency and effectiveness of the processes that drive your business rather than just the outcomes. This approach helps identify, measure, and improve various aspects of your operations.

Here’s a detailed guide on what to measure if you want to be process-driven, drawing insights from various authoritative sources.

What it means to be process-driven?

Being process-driven means prioritizing the methods and workflows that lead to desired outcomes rather than focusing solely on the outcomes themselves.

This approach emphasizes continuous improvement, standardization, and efficiency. It involves regularly analyzing and refining processes to ensure they are as effective as possible. A process-driven organization values transparency, accountability, and a culture of constant learning and adaptation.

The difference between process-driven vs. success-driven

Process-driven approaches focus on the steps and methods that lead to a result, while success-driven approaches concentrate solely on the end results.

By identifying bottlenecks and inefficiencies along the way, process-driven methodologies can help organizations become more adaptable and consistently improve.

The success-driven approach is often used in fast-paced environments where time is of the essence and there is no room for error.

Isn’t that all of us?

Yes BUT…

It doesn’t have to be one or the other. Typically, in scaling firms, time is of the essence, and success is critical; however, this is where it’s important to develop processes along the way.

Once you find a way to work that works, use it! In this way you utilize process to propel growth and success.

Goal-Setting 🎯 vs Process-Driven 📈

Your process scorecard and the benefits of being process-driven

  • Consistency and Quality: A process-driven approach ensures that tasks are completed consistently and to a high standard. This consistency leads to improved quality and customer satisfaction.
  • Efficiency and Productivity: By streamlining processes and eliminating inefficiencies, organizations can boost productivity and reduce costs. 
  • Agility and Adaptability: Process-driven organizations are better equipped to respond to changes and challenges. They can quickly adapt their processes to new conditions, ensuring continued success.
  • Employee Engagement: Engaged employees are more likely to contribute to process improvements. According to Gallup, companies with highly engaged employees outperform their competitors by 147% in earnings per share.
  • Data-Driven Decisions: A process-driven approach relies on data and metrics, enabling leaders to make informed decisions based on objective insights rather than intuition.

The challenges of being process-driven

There are some challenges that come with being process-driven including;

  • Resistance to Change: Employees may resist changes to established processes, especially if they don’t understand the benefits. Overcoming this resistance requires clear communication and effective change management strategies.
  • Initial Investment: Implementing new processes and technologies can require significant upfront investment. However, the long-term benefits often outweigh the initial costs.
  • Losing sight of success. Process serves one purpose; to ensure the right outcomes. If your outcomes don’t meet expectations, check and change your process(es) if necessary.
  • Alignment is key: Ensure that all stakeholders have the same understanding of the process or group of processes and the roles and responsibilities associated with those processes.
  • Maintaining Flexibility: While standardization is a key benefit of being process-driven, it’s important to maintain flexibility to adapt processes as needed. Striking the right balance between standardization and adaptability can be challenging.
  • Skill & Mastery: Always ensure your teams are properly trained and understand the process. Without adequate training, process falls flat.
  • Data Overload: With a focus on metrics, there’s a risk of being overwhelmed by data. Organizations need to ensure they are tracking the right metrics and using data effectively to drive decisions.

Why you need a process scorecard?

So if you’re after outcomes, isn’t it enough to measure the key business metrics?

The short answer is no. Identifying specific metrics for your process scorecard will go a long way to

  • Help drive efficiency
  • Identify problem areas in the business
  • Drive continuous improvement
  • Keep business on track to reach their rocks and goals
  • Assist with resource allocation and optimization

Key process metrics to include in your process scorecard

1. Process Time (Cycle Time)

Process time is the total time it takes to complete a process from start to finish. This metric is critical for assessing efficiency. For instance, reducing cycle time in manufacturing processes can lead to significant productivity gains.

A McKinsey study found that companies focusing on reducing cycle times can achieve a 20-50% increase in efficiency.

2. Quality Metrics

Quality metrics include Net Promoter Score (NPS), error counts, and customer complaints. These metrics help assess the quality of the processes and their outputs.

For example, an increase in customer satisfaction often correlates with a reduction in errors and faster processing times. A Bain & Company report noted that increasing customer retention by just 5% can boost profits by 25-95%.

3. Employee Satisfaction

Employee satisfaction is crucial as engaged employees are more likely to contribute to process improvements. Regular surveys and feedback mechanisms can provide insights into employee morale and areas needing attention.

4. Return on Investment (ROI)


Calculate your ROI

When you’re choosing a documentation & training solution for your team, you want to know what return you can expect.

Measuring the ROI of process improvement initiatives involves comparing the time and cost savings pre- and post-implementation. This includes tracking metrics like the time saved per process and overall productivity improvements. McKinsey reports that organizations can save 20-30% in costs through effective business process automation.

5. Compliance Metrics

In regulated industries, adherence to compliance standards is non-negotiable. Monitoring compliance helps avoid legal issues and potential fines. A study by the Ponemon Institute revealed that non-compliance costs are 2.65 times higher than compliance costs.

6. Resource Utilization

Resource utilization measures how efficiently labor, materials, and equipment are used. Optimizing these resources can lead to significant cost savings and performance improvements. The Society for Human Resource Management (SHRM) found that effective resource management can reduce overhead costs by 15-20%.

Other metrics to include

You may also want to consider additional metrics such as;

  • Employee ramp-up time
  • Knowledge gaps
  • Knowledge retained
  • Employee value

Establishing baselines and goals for your process scorecard

Why Baselines Matter

Before improving a process, it’s essential to understand its current performance. Baselines provide a snapshot of the current state, helping identify pain points and opportunities for improvement.

Defining Clear Goals

Goals should be Specific, Measurable, Achievable, Relevant, and Time-bound (SMART). For example, setting a goal to reduce customer complaint resolution time by 20% within six months is more effective than a vague objective like “improve customer service.”

Continuous Improvement

Process improvement is an ongoing journey. Regularly updating baselines and adjusting goals ensures that your processes evolve and align with organizational objectives. This dynamic relationship fosters continuous improvement and innovation.

4 Ways to use Whale as your process scorecard

  1. How well-trained are our teams? → Check assignments completed % AND quizzes completed %
Assignments anayltics on Whale for a process scorecard

2. Processes maintained and reviewed? → Check experts

Expert reviews on Whale for the process scorecard

3. What processes are missing in the business? → Check searches in Whale.

4. Which are the most important processes in the business? → Check views in Whale.

Bottom line?

Why create a process scorecard when you’re already measuring rocks, OKRs, and KPIs?

Having a process scorecard is a surefire way to tell you that you’re on track not just with processes but also with ensuring that team members are trained and that you’re most likely to reach the business goals set.

Got questions on your mind?
Book a demo with our team today!

FAQs on a Process Scorecard

It may sound like alot of work having to develop another scorecard but it isn’t especially if you use software like Whale. 

A process scorecard helps businesses ensure they stay on track to reach their rocks. goals and OKRs.

It’s not just a measure to maintain efficiency but to ensure productivity and growth. 

Readiness to Scale Assessment

Readiness to Scale Assessment

Almost everyone wants to scale their business but where to start? Take our Readiness to Scale Assessment to find out! You’ll be presented with 10 statements that correlate to one of three specific scaling stages in business.

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