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.