KPIs after cost arbitrage

Cost per seat still matters. It is no longer enough to justify a modern GCC.

Better KPI families

• Delivery: cycle time, predictability, escaped defects
• Product: adoption, reliability, time-to-value for owned surfaces
• Risk: incidents, access hygiene, audit findings
• People: regrettable attrition in scarce roles, manager quality
• Mandate: percentage of work that is owned vs overflow

Reporting tips

• One page for executives
• Trends over vanity snapshots
• Pair every efficiency claim with a quality claim

30 / 60 / 90

• 30: Replace the top five activity metrics with outcome metrics.
• 60: Baseline them.
• 90: Use them in the quarterly keep/grow/cut review.

Takeaway

What you measure is what HQ thinks you are for.

Measure ownership if you want ownership.