We define success metrics during the design phase, before any code is written. The exact KPIs depend on the initiative, but they tend to cluster around four areas:
– Time — hours saved per process, lead time reduction, time-to-onboard a new customer or employee.
– Cost — IT cost reduction, licence consolidation, error/rework reduction, FTE reallocation.
– Risk — security posture improvements, compliance gaps closed, incidents avoided.
– Experience — staff satisfaction, customer NPS, drop in support tickets, adoption rates.
Baselines are taken before the project starts, with progress reviewed in quarterly business reviews. The aim is that you can demonstrate the ROI of each transformation initiative to your board, not just believe it.