Definition: A "performance metric" is a measure, usually a numeric measure, of the performance of an organization or a function. Typical metrics are: time taken to perform work, number of errors per product produced, meeting of deadlines, number of customer complaints, and utilization of resources (people, workstations, etc.). Metrics are used to measure actual performance against expected performance.

By identifying gaps in performance, issues in the program can be identified and resolved. See also "Service Level Agreements (SLAs)."