I have been charged with developing a trackable metric to measure the quality of SAP configuration and development activity moved to our Production environment. Our current measure is Charm document change due to a prior change. It is calculated as the % of Charms pushed to production that are pushed to resolve a production defect / incident as a % of total Charm documents pushed to Production. We know that there may be multiple items being configured on a single Charm so we know that the metric we are using ignores this and we are not getting at our true quality number. Is there anyone who is using a method of tracking quality (incident rate) that they believe is reflective of the true volume of work they do? If so, could you pls. share what he calculation is and how you go about tracking it?