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Capture business metrics

Before you begin designing the workflows, capture use case metrics. For comparison purposes, you need to baseline what the current use case process costs the organization.

Use cases are generally tied to:

  • Real money (hard dollar savings)
  • Time savings which usually can be translated into soft dollar value (soft dollar savings)


For more information about hard and soft dollar savings, see the Six Sigma site at http://www.isixsigma.com/implementation/financial-analysis/hard-and-soft-savings-what-counts-can-be-counted/.

Hard dollar savings represent actual dollars saved (bottom-line) or real dollars directly attributed to increased revenue. However, because they tend to garner the most attention by IT and the business and are immediately solved, use cases with hard dollar savings can be difficult to baseline.

Soft dollar savings are more commonly captured, and can include:

  • Event frequency (per hour, day, month, week, quarter)
  • Number of people involved during the event
  • Length of time to complete the tasks to resolve the event
  • The extent of the event
  • Costs
  • Estimated costs savings

The table below lists typical foundation metrics that are used for use case savings.

Typical foundation metrics



Number of business work days in a year


Full-time employee fully loaded cost (annual)


Number of work hours in a day


Employee salary per hour


Number of minutes in a work year (8 hours/day *60 minutes/hour * 252 days)


Employee salary per minute


Where to go to from here

Prioritize use cases

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