Business area: Digital Operations Support

Choose a recurring operating problem such as slow enquiry follow-up or stale service content. Establish a baseline and identify the person who can change the underlying process. A metric is useful only when someone can act on it.

For each proposed improvement, record the expected effect, the implementation date and the review window. Keep the dashboard small: workload, completion time, errors and customer outcome may be enough for the first cycle. Document how each number is calculated.

At review, compare results with the baseline and note changes in workload or external conditions. Keep, revise or stop the intervention based on the evidence. Preserve the decision record so future teams understand why the process changed.