Measure the rhythm of your process

As an operation manager, you will measure the rhythm of your process, by defining the metrics of your Service Level.
 
Illustration : If you run an operation of delivering documents (for instance, the delivery of your customer’s billing statements), you need to measure how much are sent successfully (by employing the success rate, or reject rate). Further, for those successfully sent, you will want to measure the average days of delivery.

Take away : employ the following 2 metrics, if you run a billing-statement delivery operation.

1. Return (of undelivered mail) rate.
2. Average days of delivery (for those successfully delivered).