Metrics & value
Measure quality where it changes business outcomes.
Balance revenue with customer, flow, conformance and learning. No single metric proves process quality.
| 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.