using productivity metrics
TRANSCRIPT
Using Productivity Metrics
To Improve Employee Productivity
Garland Coulson “Captain Time”
What are Productivity Metrics?• Key Performance Indicators (KPIs) relating to Productivity
Why Are They Important?• Martin works late every night
• Susan goes home on time to be with her kids
• Who is more productive?
Time Spent ≠ Productivity• What if Susan gets nearly twice as many sales
or twice as many phone calls completed as Martin while working only half as many hours?
Garland’s Real Life Experience• My desk was always empty• My co-workers had files stacked on their desk• My supervisors assumed I had less work so
assigned me more• Even though I was #1 in sales!
What You Measure – Gets Focus• My big board of sales
Why Don’t More Offices Do This?• Most managers don’t really know what staff
do• No one has really worked out what the clear
outcomes should be• No one has designed the activities to
specifically achieve these outcomes
How to Set a Metric
Determine desired output
01Determine how to measure the results
02Determine how to measure the activities that should lead to the desired results
03
Sales Metrics1. $ volume in sales generated
2. Close rate
3. Activities leading to sales1. Calls2. Emails3. Networking groups
attended
Efficiency Metrics• # of tasks processed• Average time to complete tasks• Delivery on time
Customer Satisfaction• Feedback• Waiting times
Training Metrics• Training courses completed• Skills improvement• Knowledge and skills testing
Individual Employee Goals• Specific for each employee
• MUST be measurable and controllable
• MUST be communicated to the employee
• Focus on a few key ones rather than trivial ones
Beware of Circumstances that Skew Results• Changes in local economy might
affect sales
• Single large projects that affect tracking
• Be adaptable and look at other metrics as well
How To Track Productivity Metrics• Spreadsheets• Task management systems• Support ticket systems
Making Metrics Part of Your Culture• New hires
• Show how they will be measured
• Performance reviews• Tie rewards to metrics
More help at CaptainTime.com