You have identified the root cause of poor customer experience across your delivery channels, throughout the customer touchpoints, within a particular channel.  A cross-functional team was put together to design and deploy a solution.  Analysis has been performed to determine the impact of the solution on the business, i.e. the KPIs and metrics used to monitor progress or the factors and attributes of external index models.  How do I decode the KPIs and metrics, as well as the external index models enabling me to draw a tight correlation between the solution and impact, with a high degree of accuracy to quantify and predict the impact on the numbers and assess the organization's ability to execute against the plan?  Why are we not getting the results that we projected or expected?