Key measures for assessing the quality of a process – part 2

2. How many transactions are processed at their first attempt
The lower the 1st attempt failure rate the more effective the process must be. Failure to process at the first attempt means reprocessing and double handling which increases the cost of processing that transaction. It may also have flow on effects to other processes.

To determine the 1st attempt failure rate ask the people involved for an estimate and / or ask them to keep a record for a day or two.