Optoro is a technology company that develops solutions to eliminate waste from the reverse supply chain. As such, we are frequently asked to measure our success through numeric metrics. This presentation will walk you through Optoro’s journey from vague, undefined terms to standardized metrics and definitions.

Using our Key Performance Indicators as a case study, this presentation will cover

• The pitfalls of using a metric that has a meaning but not a definition
• Tactics for getting stakeholder buy-in for changes and improving company trust in data
• The importance of getting alignment on all assumptions, both from the technical and business perspectives  
• The continuous movement towards both a single source of truth and democratized data

This on-going endeavor is yielding benefits to Optoro, especially by improving our communication and aligning our goals. Fewer meetings are bogged down by cumbersome questions as "Why does Client Development have a different Refund Percentage than Ecommerce?" and "When you say 'Shipping Fee', do you mean what we charge our clients or what we pay to our shipping provider?" We are able to be more consistent in communicating both internally and externally, reducing confusion. Users are also now more informed about data, increasing trust and reliance on the data to make operational decisions.

Learning Objectives:

• How does having metrics definitions bring us closer to a single source of truth?
• How to avoid several employees answering the same metrics question with different numbers
• How companies can improve internal communication and alignment through clearly defined metrics