Cómo medir si un proceso mejoró de verdad, con cuatro indicadores clave

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Un proceso solo puede considerarse mejorado si un indicador definido antes del cambio se mueve en la dirección esperada, sin que otros empeoren, y si ese resultado se mantiene con el tiempo. El artículo recomienda cuatro métricas para pymes: tiempo de ciclo, medido con la mediana y el percentil 90; retrabajo o errores como porcentaje de casos; pasos manuales por caso; y costo por transacción. Advierte que sin una línea base registrada, la supuesta mejora es solo una impresión del equipo. También señala que instalar una herramienta o recibir buenas opiniones no equivale a un resultado. Por último, subraya la importancia de contemplar el volumen de trabajo para interpretar correctamente cualquier variación.

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