percent complete and accurate (%C&A) is the most transformational metric we’ve encountered.* It reflects the quality of each process’s output. The %C&A is obtained by asking downstream customers what percentage of the time they receive work that’s “usable as is,” meaning that they can do their work without having to correct the information that was provided, add missing information that should have been supplied, or clarify information that should have and could have been clearer.
