If you write a contract with a “customer” process, then M1-E and M1-I (Measure 1, Internal) are exactly the same. If you are dealing with a real customer, you may still have a contract. In most cases, however, if you are dealing with a real customer, there will be many customers and you will not have an explicit contract. In that case, M1-E will probably be measured indirectly, by tracking sales, questionnaires, or some other means. In this case, the organization will need to define its M1-I for itself, and modify its description as it gets feedback from customers. Whether the process manager uses an M1-E or M1-I, that measure or set of measures defines the goal of the process and determines if the process is a success. Internal measures that predict the achievement M1 are good. Other internal measures that track cost or process efficiency or flexibility are also useful. In this case, the internal measure is used to determine the overall success of the process. As it happens, the internal measure checks the number of repairs that are done completely and accurately the first time.