Metrics & value
Measure quality where it changes business outcomes.
Balance revenue with customer, flow, conformance and learning. No single metric proves process quality.
The people behind the process
Learn together from the outcome.
Bring different perspectives into the review. Agree what to improve and who will act.
| Value lens | Example measures | Decision supported |
|---|---|---|
| Revenue | Qualified conversion, margin quality, retained value | Are we creating the right commercial outcomes? |
| Customer | Requirement changes, expectation gaps, feedback, retention | Are commitments relevant and trusted? |
| Flow | Decision time, stage ageing, handover lead time | Where does work wait or loop? |
| Cost of poor quality | Requotes, credits, sales-caused rework, avoidable pursuit cost | What does process failure cost? |
| Risk | Exceptions, unreviewed commitments, late changes | Where is exposure accumulating? |
| Learning | Actions closed, recurring causes, improvement effect | Does the system actually improve? |
Structural value formulas
Revenue effect = affected opportunity value × conversion improvement × gross margin.
Avoided pursuit cost = avoided low-fit pursuits × average pursuit cost.
Avoided failure cost = prevented sales-related deviations × average deviation cost.
Protected customer value = reduced avoidable churn × customer lifetime contribution.
Inputs must come from the organisation. SaleQMS does not use generic ROI percentages as proof.