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ASL Quality management

10 KPIs

% of overdue problems
% of problems resolved within the required time period
% of problems with a root cause analysis
% of problems with a root cause identified
[Problems with root cause identified] percentage of [total problems]
% of problems with available workaround
Average cost to solve a problem
(Total costs to solve problems) divided by (Total problems)
Average problem closure duration
average(problem time between registration and closure)
Number of business disruptions caused by problems
SUM (business disruptions caused by problems)
Problem backlog
Problem queue rate
[number of problems closed] divided by [number of problems opened]