In a service organization, the Ticket Volume key performance indicator measures inbound requests to the Service Desk and other Technology and Services & Solutions (TSS) support teams in a given period. It can also be used to measure unplanned activities (e.g., service interruptions or security incidents) that may require attention. This data allows TSS to focus on operational improvement efforts, determine staffing levels, and improve the overall user experience.

Santa Clara Valley Medical Center (SCVMC) reviews the organization’s net revenue per adjusted patient day to monitor operational efficiency. Net revenue per adjusted patient days is a financial measure that normalizes the revenue collected across the health system for both inpatient and outpatient settings. It is calculated by net revenue divided by the adjusted patient days. Adjusted patient days are calculated as inpatient days plus an adjusted factor for outpatient days (inpatient days multiplied by the outpatient revenue divided by inpatient revenue). The use of an adjustment factor shows the amount of payments SCVMC recognizes for patient and non-patient services across all settings.

Measures of Success (MOS) was developed as a client centered approach to demonstrate the County's progress in meeting client needs and to learn how to continuously address those needs. Departments are tasked with selecting measures that are representative of their core business. The definition of measures of success is an ongoing effort and may change over time through reassessment and the changing needs of the client.