Organizational Development for Knowledge Management at Water ...

• Customer metrics apply to how the customer uses the product or service. Examples of customer
metrics are results surveys, repeat customers, and referrals.
Use the following table to describe metrics that indicate the effectiveness of this process. Be sure to make
a separate copy of the table and fill out the required information for each metric.
Metric
Definition of Metric
Source of Metric
Calculation of Metric
Metric - The title of the metric
Definition of Metric - A detailed explanation of what is being measured
Source of Metric - Information regarding where the data is obtained, i.e. surveys, reports, logs, etc.
Calculation of Metric - Information on how the metric is calculated
9.0 EQUIPMENT AND TOOLS
This section provides a list of equipment and/or tools needed to accomplish tasks described in this
document. If safety equipment, special hardware/software or certifications or licensing are required,
indicate it here. See example below:
• Microsoft PowerPoint Application Software
• Lotus Notes discussion database
10.0 RECORDS MANAGEMENT
This section lists any outputs of this process (such as filled-in forms, completed checklists, etc.) that require
retention for future reference or legal requirements. Include only records that are specifically generated by
following this process document. Use the following MSWord table to list all records. Additional rows can
be added by positioning the cursor after the last character in the field furthest to the right and hitting the
Tab key.
When filling in the “Type of Record” section, please classify the record as Microform, Electronic, or Paper.
If the output of your process is a report or information backup, use the term “Report” or “Backup” for
Record Number.
See example below:
Record Number Record Title Record Owner Record Location Type of
Record
Retention
Time
T01-00004 Client/Analyst Quality Manager Central QBD Files Paper 5 years
Agreement
Report
Monthly Training
Report
Training Manager Central Training
Database
Electronic 2 years
11.0 REFERENCE DOCUMENTS
This section lists any documents to which a person might need to refer in order to complete this particular
process. Do not include the document’s revision, unless it is relevant. See examples below:
Source/Standard Document # Title/Description QBD
Status
QBD 00001 Colorado Springs Utilities Quality Business System A
Utilities Rules and
Regulations
44-00 Release of Information
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