This paper describes a software metric "Functional Reliability" used since January 1995 by the Food Service Management division of the CBORD. Functional Reliability combines an assessment of reliability with operational analysis. We use Functional Reliability to organize and prioritize faults, monitor progress towards targeted reliability goals, for estimation of release dates and for product support. The success of Functional Reliability is built (1) upon its design (2) from the support of senior management (3) by an effective implementation program, including integration with other metrics.