📈 YTS-Agents Master KPI Framework
🧭 1. Company-Wide Automation Efficiency
| KPI | Objective & Rationale | Definition / Formula | Source / Tool | Owner | Frequency | Target / Benchmark |
| Process Automation Coverage (%) | Measure extent of automation vs total manual workflows. | (No. of Automated Processes / Total Processes) × 100 | n8n admin console + process map | Automation Lead | Monthly | ≥ 65 % after 6 months |
| Cycle Time Reduction (%) | Quantify time savings through AI workflows. | ((Baseline Duration − Current Duration) / Baseline) × 100 | Workflow logs / BPMN timers | PM Office | Monthly | 40–70 % faster |
| Error Reduction Rate (%) | Assess improvement in data quality. | ((Baseline Errors − Current Errors) / Baseline) × 100 | QA Reports + CRM logs | QA Manager | Monthly | ≥ 90 % reduction |
| Operational Cost Savings (€) | Show monetary value of automation. | Manual Process Cost − Automated Cost | Finance System | CFO | Quarterly | ≥ 25 % savings |
| Automation ROI (%) | Demonstrate project financial success. | (Annual Savings / Project Investment) × 100 | Power BI dashboard | CFO | Quarterly | ≥ 150 % 12-mo. ROI |
| Automation Uptime (%) | Guarantee workflow reliability. | (Active Time / Total Time) × 100 | n8n uptime monitor | IT Ops | Daily | ≥ 99.5 % |
| Employee Productivity Gain (%) | Link automation to output per FTE. | ((Output_After − Output_Before)/Before) × 100 | HR + Ops Metrics | HR Director | Quarterly | +30 % |
| Automation Adoption Rate (%) | Measure organizational acceptance. | (Active Users / Total Users) × 100 | SSO / User logs | Change Manager | Monthly | ≥ 80 % |
💼 2. Sales & CRM Performance
| KPI | Objective | Formula | Source | Owner | Frequency | Target |
| Lead Response Time (min) | Evaluate responsiveness to new leads. | Avg(Time 1st Contact − Lead Created) | CRM timestamps | Sales Mgr | Daily | ≤ 60 min |
| Lead Qualification Rate (%) | Track AI Agent accuracy in scoring. | (Qualified Leads / Total Leads) × 100 | CRM AI-Score | Sales Ops | Weekly | ≥ 25 % |
| Conversion Rate (%) | Gauge sales effectiveness. | (Won Deals / Total Leads) × 100 | CRM | Sales Dir | Monthly | ≥ 20 % |
| Sales Cycle Length (days) | Detect pipeline efficiency. | Avg(Close Date − Created Date) | CRM | Sales Dir | Monthly | −30 % |
| Quote-to-Invoice Time (h) | Integrate finance & sales workflow speed. | Avg(InvoiceDate − QuoteApproval) | CRM + ERP | Finance Ops | Weekly | ≤ 24 h |
| Pipeline Forecast Accuracy (%) | Measure reliability of AI forecasting. | (Forecast − Actual)/Actual × 100 | BI report | Sales Analytics | Monthly | ± 5 % |
📣 3. Marketing Automation & Engagement
| KPI | Objective | Formula | Source | Owner | Frequency | Target |
| Automated Campaign Rate (%) | Proportion of campaigns triggered via workflows. | (Automated Campaigns / Total) × 100 | GHL + n8n | Marketing Mgr | Monthly | ≥ 80 % |
| Email Open Rate (%) | Evaluate subject line & audience fit. | (Opened/Sent) × 100 | ESP Stats | CRM Team | Weekly | ≥ 30 % |
| CTR (%) | Measure engagement. | (Clicks/Opened) × 100 | ESP | Marketing Mgr | Weekly | ≥ 10 % |
| Lead Acquisition Cost (€) | Cost per qualified lead. | Spend / Leads | Ad Mgr | Monthly | Within budget | |
| AI-Content Adoption Rate (%) | Gauge Jasper.ai output usage. | (AI Assets Used/Total Assets) × 100 | Asset Tracker | CMO | Monthly | ≥ 50 % |
| Campaign ROI (%) | Evaluate return on ad spend. | (Revenue − Cost)/Cost × 100 | BI | CMO | Monthly | ≥ 200 % |
🧾 4. Finance & Accounting Automation
| KPI | Objective | Formula | Source | Owner | Frequency | Target |
| Invoice Processing Time (h) | Track efficiency of AP automation. | Avg(Time Posted − Received) | ERP | Finance Lead | Weekly | ≤ 24 h |
| Expense Approval Rate (%) | % of auto-approved vs manual. | (Auto / Total) × 100 | Workflow Log | Controller | Monthly | ≥ 80 % |
| Error Rate (%) | Accuracy of data entry. | (Errors/Total Entries) × 100 | QA | Finance Lead | Monthly | ≤ 1 % |
| Month-End Close Time (days) | Shorten reporting cycle. | Avg(Day Closed − Month End) | ERP | CFO | Monthly | −40 % |
| Cost Per Transaction (€) | Measure efficiency of financial ops. | Total Cost / Transactions | BI | CFO | Quarterly | −25 % |
👥 5. Human Resources Automation
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| Time-to-Hire (days) | Improve recruitment speed. | Avg(Offer − Job Post) | ATS | HR Mgr | Monthly | ≤ 14 days |
| AI Screening Coverage (%) | Efficiency of automated CV review. | (AI Screened / Total CVs) × 100 | HR Workflow | HR Lead | Monthly | ≥ 80 % |
| Onboarding Completion Time (days) | Duration until full system access. | Avg(AccessGranted − Start) | IT HR Logs | HR Ops | Monthly | ≤ 3 days |
| Payroll Accuracy (%) | Prevent manual payroll errors. | (Accurate/Total Runs) × 100 | HRIS | HR Mgr | Monthly | ≥ 99 % |
| Employee Satisfaction Score (1-5) | Track engagement post-automation. | Avg Survey Score | Survey Tool | HR Dir | Quarterly | ≥ 4.3 |
🧰 6. IT Infrastructure & Automation Ops
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| Workflow Success Rate (%) | Stability of n8n automations. | (Success/Total Runs) × 100 | n8n Logs | DevOps | Daily | ≥ 99 % |
| API Failure Rate (%) | Monitor integration health. | (Failed Calls/Total) × 100 | API Logs | DevOps | Daily | ≤ 1 % |
| Average Response Latency (sec) | Measure automation performance. | Avg Response Time | Monitor | IT Ops | Weekly | ≤ 2 s |
| Deployment Frequency (#/mo) | Gauge agility. | Count of releases per month | Git Repo | Lead Dev | Monthly | ≥ 2 |
| Incident MTTR (h) | Speed of resolution. | Avg(Time to Repair) | Incident DB | DevOps | Weekly | ≤ 4 h |
🎧 7. Customer Service & Support
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| Auto-Routing Accuracy (%) | Precision of AI ticket triage. | (Correctly Routed / Total) × 100 | Helpdesk | CS Lead | Weekly | ≥ 95 % |
| First Response Time (min) | Responsiveness to clients. | Avg (Time 1st Reply − Ticket Created) | Helpdesk | CS Mgr | Daily | ≤ 15 min |
| Resolution Time (h) | Efficiency of support workflows. | Avg (Time Closed − Created) | Helpdesk | CS Lead | Weekly | ≤ 24 h |
| CSAT (%) | Client satisfaction rating. | (Positive Responses/Total) × 100 | Survey | CS Mgr | Monthly | ≥ 90 % |
| NPS | Loyalty indicator. | % Promoters − % Detractors | Survey | CCO | Quarterly | ≥ +60 |
📦 8. Procurement & Supply-Chain
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| Purchase-to-Pay Cycle (days) | Measure end-to-end speed. | Avg(Payment − Request) | ERP | Supply Mgr | Monthly | −50 % |
| PO Accuracy (%) | Ensure correct automation mapping. | (Accurate PO / Total) × 100 | ERP | QA | Monthly | ≥ 99 % |
| Supplier Onboarding Time (days) | Speed of vendor registration. | Avg(Activation − Approval) | Procurement | Supply Mgr | Monthly | ≤ 3 days |
| Automation Coverage (%) | Share of automated orders. | (Automated/Total) × 100 | Workflow | Procurement | Monthly | ≥ 80 % |
| Cost Per PO (€) | Operational cost efficiency. | Total Procurement Cost / POs | BI | CFO | Quarterly | −30 % |
📊 9. Executive & Strategic KPIs
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| Automation ROI Index (%) | Aggregate ROI across units. | (Σ Gains − Σ Costs)/Σ Costs × 100 | BI | CEO | Quarterly | ≥ 150 % |
| Strategic Alignment Score (%) | Ensure automations support goals. | (Aligned Projects/Total) × 100 | PMO | Quarterly | ≥ 90 % | |
| Decision Latency Reduction (%) | Speed of data-driven decisions. | ((Old − New)/Old) × 100 | Mgmt Reports | CEO | Quarterly | ≥ 40 % |
| Cross-Dept Integration Index | System interconnectedness. | Avg Systems Linked per Workflow | n8n map | CTO | Quarterly | +25 % |
| Sustainability Impact (kg CO₂) | Reduced footprint from automation. | Emissions Saved Calc | ESG Report | COO | Annual | ≥ 15 % reduction |
🤖 10. AI-Agent Performance
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| AI Decision Accuracy (%) | Validate correctness of agent outputs. | (Correct Decisions/Total) × 100 | AI Logs | AI Lead | Weekly | ≥ 95 % |
| Average Agent Response (sec) | Measure real-time efficiency. | Mean response duration | AI Monitor | DevOps | Daily | ≤ 2 s |
| Human Override Rate (%) | Dependency on manual correction. | (Manual Overrides/Total) × 100 | QA Tracker | AI Lead | Monthly | ≤ 10 % |
| Continuous Learning Improvement (%) | AI training effectiveness. | (New Accuracy − Old)/Old × 100 | Training Log | AI Lead | Quarterly | +10 % |
| AI Cost per Task (€) | Optimize API usage cost. | Total AI Spend / Tasks | Billing API | CFO | Monthly | ≤ Budget |
🔐 11. Compliance & Security
| KPI | Objective | Formula | Source | Owner | Freq | Target |
| GDPR/KVKK Compliance Score (%) | Track privacy obligations met. | (Audited Checks / Required) × 100 | Audit Tool | DPO | Quarterly | 100 % |
| Data Access Violations (#) | Detect unauthorized access. | Count of incidents | SIEM | Security Lead | Monthly | 0 |
| Incident Response Time (min) | Measure containment speed. | Avg (Report − Detection) | SIEM | SOC | Monthly | ≤ 60 min |
| Security Patch Compliance (%) | Up-to-date systems. | (Patched/Total) × 100 | IT Logs | IT Mgr | Monthly | ≥ 98 % |
| Audit Completion Rate (%) | Conducted vs planned audits. | (Completed/Planned) × 100 | DPO | Quarterly | 100 % |
📅 Measurement Governance
| Step | Description | Responsible |
| 1. Baseline Definition | Establish pre-automation metrics for each KPI. | PMO & Dept Head |
| 2. Automation Data Feeds | Connect n8n / API logs / CRM / ERP to BI. | DevOps + BI Team |
| 3. Monthly Review | Evaluate deviations ± 10 %. | Dept Leads |
| 4. Quarterly KPI Board | Executive dashboard to CEO & CFO. | PMO |
| 5. Continuous Improvement Loop | Feed learnings back into automation design. | AI Ops Mgr |
✅ Summary of KPI Benefits
- Provides measurable proof of automation ROI
- Supports SLA-based retainer renewals
- Feeds BI dashboards for client transparency
- Integrates seamlessly with Annex C, Power BI, and Looker Studio
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