Establish the baseline
Measure the current process before promising savings. Record volume, handling time, waiting time, correction work and exception frequency over a representative period.
Measure more than labour
Time saved matters, but so do response speed, data quality, visibility and the cost of work that is delayed or missed.
- Active handling time
- End-to-end cycle time
- Error and rework rate
- Missed or late actions
- Customer and team experience
Separate reported from verified
A case study should say whether a metric came from instrumentation, a client report or an estimate. The distinction protects credibility and helps future decisions.