Operations Metrics Dashboard

METRICS PHILOSOPHY

Measuring Operational Excellence

OPERATIONS METRICS FUNDAMENTALS

WHY OPS METRICS MATTER:
☐ What gets measured gets managed
☐ Enables data-driven decisions
☐ Creates accountability
☐ Identifies issues early
☐ Supports board reporting
☐ Drives continuous improvement

METRIC SELECTION PRINCIPLES:
☐ Measure what matters to outcomes
☐ Balance leading and lagging indicators
☐ Keep dashboard simple (5-10 KPIs max)
☐ Compare to benchmarks
☐ Show trends, not just snapshots
☐ Assign ownership

COMMON METRICS MISTAKES:
☐ Too many metrics (dashboard overload)
☐ Vanity metrics (look good, don't matter)
☐ No targets (no accountability)
☐ Never updated (stale data)
☐ No action taken (measure-only culture)
☐ Wrong granularity

DASHBOARD DESIGN:
☐ CEO dashboard: 5-8 KPIs
☐ Department dashboards: 8-12 KPIs
☐ Weekly updates minimum
☐ Traffic light status (red/yellow/green)
☐ Trend lines visible
☐ Drill-down available

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METRICS DASHBOARD

Comprehensive Operations Metrics Dashboard

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OPERATIONS METRICS DASHBOARD
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EXECUTIVE SUMMARY METRICS
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| Metric | Current | Target | Trend | Status |
|--------|---------|--------|-------|--------|
| Revenue | $___M | $___M | ↑↓→ | 🟢🟡🔴 |
| Revenue per employee | $___K | $___K | ↑↓→ | 🟢🟡🔴 |
| Gross margin | ___% | ___% | ↑↓→ | 🟢🟡🔴 |
| Burn rate | $___K | $___K | ↑↓→ | 🟢🟡🔴 |
| Runway | ___ mo | ___ mo | ↑↓→ | 🟢🟡🔴 |
| Headcount | ___ | ___ | ↑↓→ | 🟢🟡🔴 |
| Attrition | ___% | <___% | ↑↓→ | 🟢🟡🔴 |
| eNPS | ___ | ___ | ↑↓→ | 🟢🟡🔴 |

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PEOPLE METRICS
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HEADCOUNT:
| Category | Current | Budget | Variance |
|----------|---------|--------|----------|
| Engineering | | | |
| Product | | | |
| Sales | | | |
| Marketing | | | |
| CS | | | |
| G&A | | | |
| TOTAL | | | |

RECRUITING:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| Open positions | | | |
| Time to fill (avg) | __ days | __ days | |
| Offer acceptance rate | __% | __% | |
| Cost per hire | $__ | $__ | |
| Quality of hire (90-day) | __% | __% | |

RETENTION:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| Voluntary attrition | __% | <__% | |
| Involuntary attrition | __% | <__% | |
| Regrettable turnover | __% | <__% | |
| Avg tenure | __ mo | __ mo | |

ENGAGEMENT:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| eNPS | | | |
| Engagement score | ___/100 | ___/100 | |
| Manager effectiveness | ___/10 | ___/10 | |
| L&D satisfaction | ___/10 | ___/10 | |

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EFFICIENCY METRICS
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PRODUCTIVITY:
| Metric | Current | Target | Benchmark |
|--------|---------|--------|-----------|
| Revenue per employee | $___K | $___K | $___K |
| Revenue per sales rep | $___K | $___K | $___K |
| ARR per CSM | $___M | $___M | $___M |
| Tickets per support rep | ___ | ___ | ___ |
| Projects per PM | ___ | ___ | ___ |

COST EFFICIENCY:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| CAC | $___K | $___K | |
| Fully-loaded cost per employee | $___K | $___K | |
| Opex as % of revenue | __% | __% | |
| Magic number | ___ | >0.75 | |
| Burn multiple | ___ | <2x | |

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QUALITY METRICS
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CUSTOMER:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| NPS | | | |
| CSAT | ___/10 | ___/10 | |
| Support response time | __ hr | __ hr | |
| First response time | __ hr | __ hr | |
| Resolution time | __ hr | __ hr | |
| SLA compliance | __% | __% | |

INTERNAL:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| System uptime | __% | 99.9% | |
| Incident count | ___ | ___ | |
| Bug escape rate | __% | <__% | |
| Security incidents | ___ | 0 | |
| Compliance audit status | Pass/Fail | Pass | |

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PROCESS METRICS
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HIRING FUNNEL:
| Stage | Volume | Conversion | Target |
|-------|--------|------------|--------|
| Applications | | | |
| Phone screen | | __% | |
| Interview | | __% | |
| Final round | | __% | |
| Offer | | __% | |
| Accept | | __% | |

SALES OPERATIONS:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| Quota attainment | __% | __% | |
| Win rate | __% | __% | |
| Sales cycle length | __ days | __ days | |
| Pipeline coverage | ___x | 3-4x | |
| Forecast accuracy | __% | __% | |

FINANCE OPERATIONS:
| Metric | Current | Target | Trend |
|--------|---------|--------|-------|
| Monthly close time | __ days | <5 days | |
| AR days outstanding | __ | __ | |
| AP processing time | __ days | __ days | |
| Expense report cycle | __ days | __ days | |

Metrics by Department

Department	Primary Metric	Secondary Metrics	Target	Status
Engineering	Velocity/throughput	Bug rate, uptime		🟢🟡🔴
Product	Time to market	NPS, adoption		🟢🟡🔴
Sales	Quota attainment	Win rate, cycle time		🟢🟡🔴
Marketing	CAC, pipeline	MQLs, conversion		🟢🟡🔴
CS	NRR, CSAT	Response time, churn		🟢🟡🔴
HR	Time to hire	Attrition, eNPS		🟢🟡🔴
Finance	Close time	AR days, accuracy		🟢🟡🔴

Dashboard Review Cadence

Dashboard	Frequency	Owner	Audience
CEO dashboard	Weekly	CEO	Exec team
Board dashboard	Monthly	CEO/CFO	Board
Dept dashboards	Weekly	Dept heads	Teams
Project dashboards	Weekly	PM	Stakeholders

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