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Great question! Here’s an example that might help. If you have a Loan Application Process then one step in the process is having the customer fill out the application. Customers might forget to fill out a field, or they might not have information that’s required like a phone number for a past employer. If they submit the application without that information then the application is “incomplete.” By the same token, they may submit their social security number with a missing digit. Then it would not be “accurate.” When determining the percent of applications that are Complete and Accurate, the calculation would take the total number of applications that that were either incomplete or inaccurate (or both) and divide that by the total number of applications for a given time frame and then subtract the resulting fraction from 1 (to go from negative to positive). Then you would multiply that number by 100 to get the “% Complete and Accurate.” It’s a useful metric when trying to understand if rework is slowing a process down. I hope that helps!

Elisabeth Swan

Elisabeth is a Managing Partner at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.