Video 9 [03:35]: The SOP & KPI Evolution: A 4-Level Maturity Model

  1.  Module 8: Introduction and Instructions (Completed)
  2.  Video 1 [04:55]: Module Introduction (Completed)
  3.  Video 2 [02:47]: Planning a Pilot (Completed)
  4.  Video 3 [02:13]: Driving Automation with AI Agents (Completed)
  5.  Video 4 [02:15]: Fool Proofing Scaling (Completed)
  6.  Self-Study Quiz 8.1: Think & Apply💡 Pilot Readiness: From Experimentation to Organisational Learning ((Must submit the Quiz))
  7.  Video 5 [06:51]: From Pilots to Production (Completed)
  8.  Video 6 [02:54]: Centralised vs Federal Agentic Workflows (Completed)
  9.  Self-Study Quiz 8.2:Think & Apply💡Scaling AI Responsibly: Governance, Operating Models and Value Realisation ((Must submit the Quiz))
  10.  Video 7 [07:38]: Real-World AI Scaling: What Actually Works (Completed)
  11.  Video 8 [08:41]: Operationalising Agentic Workflows (Completed)
  12.  Video 9 [03:35]: The SOP & KPI Evolution: A 4-Level Maturity Model (Completed)
  14.  Reading: Pilot-to-SOP Readiness Check ((Must view in order to complete this module item))
  15.  Video 10 [03:16]: Final Thoughts ((Must view in order to complete this module item))
  16.  Self-Study Assignment 8.4: Think & Act 💡From Pilot to SOP: Scaling an AI Workflow ((Must view in order to complete this module item))
  17.  Self-Study Assignment 8.5: Think & Act💡Human-AI Responsibility Mapping ((Must view in order to complete this module item))
  18.  Summary and Video Transcripts: Module 8⭐ ((Must view in order to complete this module item))
  19.  Professor Ian's Recommendation for Further Learning: Module 8 ((Must view in order to complete this module item))
  20.  Module 8: Q&A Discussion Board ((Not yet completed))
  21.  Module 8: Feedback Survey ((Must submit the Quiz))

In this video, Prof. Ian explains the importance of Standard Operating Procedures (SOPs) in ensuring consistency, reliability and accountability as AI initiatives scale. He highlights the need for clear escalation paths, quality controls, monitoring mechanisms and well-defined KPIs to manage performance, safety and model drift. The discussion also extends to different categories of KPIs that organisations should monitor, including LLM evaluation and drift metrics (such as accuracy, hallucination rates and response quality), operational infrastructure metrics (such as latency, uptime and cost), operational business outcome metrics (such as productivity gains, customer satisfaction and revenue impact) and usage metrics (such as adoption, frequency of use and task completion rates).

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