SOLVE Toolkit: Lean Measures

The Tool & Why It's Valuable

Lean measures are valuable because they establish how well the process is performing. Measures (or “metrics”) can be used throughout the project lifecycle to establish a baseline and evaluate performance, measure the impact of improvements, validate changes are sustaining, and identify additional areas for improvements.

How to Apply It

1. Identify the purpose or objective for your measurement – e.g. reduce overall process time, improve customer satisfaction, reduce the number of errors, etc.

2. Confirm you have data available for your metric – e.g. if you want to measure customer satisfaction but have no survey data, you will need to create and distribute the survey.

3. Establish baseline measures.

4. Establish how frequently data is collected, measures reported and who is responsible for collection, reporting and monitoring.

5. Monitor/review measures regularly (e.g. monthly, quarterly)

Perils & Pitfalls

• Without a baseline measure it will be impossible to determine if the improvements are working; take time to gather the needed data. 

• Your project metrics should be aligned not only with your project objectives, but also with your Department’s mission and goals. 

• Having a balanced set of 2 to 3 optimizing one factor at the expense of others (“Yes, we are delivering measures ensures we are not quickly, but our quality has decreased”).