KPI dictionary

🎯 purpose the single source of definitions for every measure used in scorecards and review packs across this workspace a measure not in this dictionary does not appear on a scorecard; a measure defined here is never redefined locally 📚 dictionary (extract) measure definition summary source owner intermediary onboarding cycle time working days, stage 1 complete to stage 4 activation, per onboarding checklist stamps crm distribution ops manager first pass completeness % of applications/proposals accepted without a return for information crm / pas process owners quote to bind conversion bound policies ÷ quotes issued, same cohort month pas head of distribution never taken up rate policies lapsed for non payment of first premium ÷ policies incepted pas customer ops manager 12 month persistency policies live at month 12 ÷ policies incepted 12 months prior pas head of distribution referred quote turnaround business hours, referral raised to answered pas queue uw ops manager fnol acknowledgement time business hours, notification to acknowledgement dispatch clm claims ops manager premium matched on first pass % of receipts auto matched in monthly rec fin finance ops manager csa overdue actions count of control remediation actions past target date csa workbook distribution ops manager full definition sheets (formula, inclusions, exclusions, data quality notes) are child pages per measure — see kpi definition intermediary onboarding cycle time for the reference example 🧾 reporting and governance guidance definition amendments require approval through the performance governance forum and must align with the next reporting cycle historical reporting is not restated unless a formal data correction is approved