Managers measure the progress of a complex business project using metrics. Metrics are measurements that evaluate results to determine whether a project is meeting its goals. Two core metrics are critical success factors and key performance indicators.

The goal of this activity is for you to demonstrate your understanding of what constitutes a critical success factor or a key performa indicator.

Instructions: Identify each item as a critical success factor or a key performance indicator.

Quantifiable metrics a company uses to evaluate progress toward critical success factors

Key performance indicator $v$

Crucial steps companies perform to achieve their goals and objectives and implement their strategies

Create hiqh$-$qualitv products

Turnover rates of employees

Critical success factor $,$

Percentace of help desk calls answered in the first minute

Retain competitive advantages

Reduce product costs

Number of new customers

Increase customer satisfaction

Number of product returns