Why don’t we create a reporting framework that codifies reports to map to customer needs with less focus on what internal teams see as useful. For example, the customer want to increase the number of loan applications, therefore “Increase” is the number, and “loan applications” is the metric we should be measuring. This should cascade to all internal (supporting) teams reporting framework accordingly. In terms of IT, this could mean that problem management report and reflect on taking a proactive approach to avoiding incidents relating to loan application processing rather than waiting for such an incident to occur. This could also mean that incident management report and reflect on first contact resolution (FCR) relating to loan applications, and so on..
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