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Business Operations Performance Indicators

Performance Indicators (PI)

Adoption of Data Team BI charts throughout company

This performance indicator is tracked by several metrics including:

Aligns with the following core business objectives:

Average Delivery Time of Laptop Machines < 21 days

This performance indicator tracks the average delivery time of laptop machines. The goal is that 99% of laptops will arrive prior to start date or 21 days from the date of order.

Aligns with the following core business objectives:

Average Merge Request

This performance indicator tracks the growth of the knowledge base across teams.

Aligns with the following core business objectives: (Data Team)

Average Issues

This performance indicator tracks the growth of the knowledge base across teams.

Aligns with the following core business objectives: (Data Team)

Cost Actual vs Plan

This performance indicator is tracked by several metrics including: Infrastructure Cost vs Plan and Hiring Cost vs Plan. This PI is to track the financial position of all the team cost vs. the budget set by the team.

Aligns with the following core business objectives:

Customer Satisfaction Survey (CSAT)

This performance indicator measures how satisfied our customers' (internal GitLab employees) are with their interaction with the GitLab IT team. This is based on survey responses from customers.

Cycle Time for IT Support Issue Resolution

This performance indicator tracks against the SLA for requests.

Aligns with the following core business objectives:

Discretionary bonus per employee per month > 0.1

Aligns with the following core business objectives:

Evaluating System or Process Efficiency

This performance indicator tracks the efficiency of new or updated system or processes.

Aligns with the following core business objectives:

Infrastructure Cost vs Plan

This performance indicator tracks the financial position of the actual cost vs the planned costs for the data infrastructure (warehouse, ETL pipelines, etc.).

Aligns with the following core business objectives:

IT ROI

This performance indicator tracks the financial position of the IT systems by looking at the net profits of an investment and what it cost to implement it. This is often expressed as a percentage comparing the profits to the cost.

Aligns with the following core business objectives:

Mean Time between Failures (MTBF)

This performance indicator tracks the mean time since last system failure based on set cadence.

Aligns with the following core business objectives:

Mean Time to Repair (MTTR)

This performance indicator tracks the mean time to get the system back up and running based on set cadence.

Aligns with the following core business objectives: (Data Team)

New Data or Functionality every 3 months

This performance indicator helps to track the progress of new data initiatives and encourage more data-driven decision-making throughout the company.

Aligns with the following core business objectives:

New Hire Location Factor < 0.69

See https://about.gitlab.com/handbook/people-group/people-operations-metrics/#average-location-factor and "Finance KPIs #8" on https://about.gitlab.com/handbook/business-ops/data-team/metrics/.

Number of days since last environment audit

Number of days since the last audit on all the data, processes, and users within a given system. We will set a cadence that will be the cap we will measure against.

Aligns with the following core business objectives: (Data Team)

Number of new trainings hosted per month > 2

Number of new Data Team hosted trainings to teach data-driven decision-making.

Aligns with the following core business objectives:

Percent (%) of company data in data warehouse

Percentage of all company data in data warehouse

Aligns with the following core business objectives:

Percent (%) of issues requested triaged with first response within 36 hours (per business unit)

Percentage of all issues that are requested by internal stakeholders outside of the Data Team that are triaged with a first response within 36 hours.

Aligns with the following core business objectives:

Percent (%) of team who self-classify as diverse

Percentage of team who self-classify as diverse. This is one metric of many to track the diversity lifecycle.

Aligns with the following core business objectives:

Percent (%) of vendor spend on Purchase Order

Percentage of all vendor spend for any department that is purchased via PO.

Aligns with the following core business objectives:

SLO achievement per data source

This performance indicator tracks all metrics related to achieve the service-level objective (SLO) per data source.

Aligns with the following core business objectives: (Data Team)

Support Tickets and Access Request Closed per Employee

This performance indicator tracks the number or percentage of support tickets closed per Employee.

Aligns with the following core business objectives:

System roll out vs plan

This performance indicator tracks the time it took to roll out a new system vs the planned time for that system roll out.

Aligns with the following core business objectives:

Vendor cost avoidance

Monitor the cost avoidance achieved through the procure to pay process. Cost Avoidance is the savings achieved off of the initial vendor proposal price. Note this is not directly tied to budget.

Aligns with the following core business objectives: