How to use exception concentration as a risk metric

Exception concentration is the share of matters in a workflow that contain a defined deviation from the standard path. The deviation might be a non-standard term, an unfamiliar approval route or a request that cannot be classified at intake.

The calculation needs a stable definition of an exception and a denominator: all matters of the same type in the period. A register can then group exceptions by source, issue and approval outcome.

The metric is useful because aggregate volume can hide a narrow source of complexity. A category with few matters may account for most escalations. That observation can lead to a closer look at the template, intake questions or business process involved.

The gaming risk is narrowing the definition until fewer matters qualify. The definition should be reviewed separately from the reported result.