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North Star Metrics for Administrative or Financial (internal) Products

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Hi there. We are implementing North Star Metrics and we are using the Amplitude Framework.

We are struggling to get good results for administration and financial products in our company like procurement, controlling or accounting.

But we as the IT provider are offering these products to our business and stakeholders (all within the same company) and we would like to have North Star Metrics and Input Metrics there as well.

Could someone share examples? 

Best answer by john.cutler

Hi @Matzus . An example for procurement could be something like:

Healthy Procurement Projects
** completed/closed with N # of days of initial request
** using an existing template, or a minor customization of an existing template
** using standard collaboration channels (e.g. they use the capabilities you developed to collab)

This would be appropriate with a product/capability whose goal was to make procurement efficient for all parties. You’d need to brainstorm inputs that facilitated this impact. 
 

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john.cutler
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  • john.cutler
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  • June 3, 2021

Hi @Matzus . An example for procurement could be something like:

Healthy Procurement Projects
** completed/closed with N # of days of initial request
** using an existing template, or a minor customization of an existing template
** using standard collaboration channels (e.g. they use the capabilities you developed to collab)

This would be appropriate with a product/capability whose goal was to make procurement efficient for all parties. You’d need to brainstorm inputs that facilitated this impact. 
 

Saish Redkar
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  • Saish Redkar
    Saish Redkar
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  • Matzus
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  • June 13, 2021

Hi @john.cutler 

 

thanks for your suggestion.

  • the days for closing a request sounds like a good NSM from my point of view. The average will not have much relevance to an individual request tho since they are all differently complex. But over time and enough requests the average can be relevant metric to itself’s past values.
  • the part of an existing template I don’t understand. I do not get the growth and customer value aspect.
  • using standard collaboration channels I  see as an input metric to the first one (days for closing).

Is NPS a good North Star Metric for those Administrative Services? 

Jeremie Gluckman
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  • Jeremie Gluckman
    Jeremie Gluckman
Jeremie Gluckman
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 Hi @Matzus Thanks for this question. Somehow the team missed it!

I got some feedback, and this article by Jared Spool is a good overview of why NPS isn’t always ideal. https://articles.uie.com/net-promoter-score-considered-harmful-and-what-ux-professionals-can-do-about-it/

North Star Metrics are a closer proxy of value being exchanged. NPS asks people to predict future behavior. Try to think of the behaviors/signals that would be a closer proxy for sustainable, differentiated growth and value to customers.

Hope this helps! 

 

Dr.Data
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    Dr.Data

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