Practice Performance Model¶

Why This Exists¶

This document defines how Practice performance is measured across objectives, KPIs, SLAs, quality metrics, customer outcomes, and continuous improvement.

Owner¶

The owner is the Chief Product Officer and Enterprise Architect.

Business Value¶

Performance measurement turns Practices into accountable operating departments. It enables executive review, quality improvement, customer outcome measurement, and investment prioritization.

Performance Model¶

flowchart LR
    Objectives[Objectives]
    KPI[KPIs]
    SLA[SLAs]
    Quality[Quality Metrics]
    Outcomes[Customer Outcomes]
    Improvement[Continuous Improvement]

    Objectives --> KPI
    Objectives --> SLA
    KPI --> Outcomes
    SLA --> Outcomes
    Quality --> Outcomes
    Outcomes --> Improvement
    Improvement --> Objectives

Performance Components¶

Component	Meaning
Objectives	What the Practice is trying to achieve.
KPIs	Quantitative or qualitative indicators of performance.
SLAs	Time, service, or response commitments for Practice work.
Quality Metrics	Measures of correctness, completeness, evidence quality, and workflow reliability.
Customer Outcomes	Business outcomes created for the customer.
Continuous Improvement	Actions taken to improve Practice capability, SOPs, workflows, and Digital Professional behavior.

Required Performance Questions¶

Every Practice must answer:

What business outcome does this Practice create?
What capabilities does this Practice own?
Which KPIs measure performance?
Which SLAs matter for customer execution?
What quality metrics prevent poor work?
Which source domains provide measurement facts?
Which reports surface performance to Executive Office?
How does the Practice improve over time?

Performance Ownership¶

Area	Owner
Practice performance accountability	Owning Practice
KPI definitions and metric snapshots	Analytics
Source facts	Owning domains
Customer priorities and executive review	Executive Office
SOP improvement	Owning Practice
AI performance support	Intelligence, under Practice guardrails

Continuous Improvement Loop¶

flowchart TD
    Measure[Measure performance]
    Review[Review with Executive Office]
    Identify[Identify improvement]
    Update[Update SOP, workflow, capability, or guardrail]
    Validate[Validate outcome]

    Measure --> Review
    Review --> Identify
    Identify --> Update
    Update --> Validate
    Validate --> Measure

Performance Rules¶

KPIs must connect to customer outcomes.
SLAs must be realistic, measurable, and scoped.
Quality metrics must measure usefulness, not only activity.
Reports must distinguish source facts, interpretation, and recommendations.
Continuous improvement actions must be tracked.