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HR Metrics: Safeguarding HR’s Value Through HR Metrics
Thursday, May 14, 2015
Presenter: Kendra Q. Dodd, SPHR,MHRD
HR Director
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WELCOME
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Why should Human Resources
have a concern for metrics?
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HR Metrics Is one of the
Game Changers
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Human Factor
People are either the largest or the second largest
expense of an organization
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Human Capital Analysis Measure Significance 1. If you don’t measure it, you don’t know what is
actually happening. § Anecdotal reports and personal observations are full of errors and
lead to misinterpretation
2. If you don’t understand it, you can't control it. § How can you control a situation that has been viewed subjectively,
vaguely, and inconsistently?
3. If you can’t control it, you can’t improve it. § Management is about dealing with and promoting positive
change. This demands standardized benchmarks.
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Learning Objec:ves
§ Understand the value of metrics
§ Learn a variety of methods to measure impact of HR and apply them to your situaGon
§ Develop guidelines for developing metrics
§ IdenGfy ways to make data gathering easier
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HR HISTORY
Find & Hire Payroll
Labor Policy/
Training Gov’t & Regs. Efficiency,
Change RIF, More w/Less
# of EE’s Work Hrs./Production
AA/EEO, Appl. Track Work Comp.
$$
Cost, $$ Infractions No. Attending
Productivity
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Current State of HR § HR as valuable internal advisor, consultant and broker
§ Need to maximize all resources, including human § Need to compete for resources
§ Traditional HR functions transferred to line managers § Make managers more responsible § HR provides training, templates and support
§ HR Services outsourced § 94% of large employers report they outsource at least
one HR activity (Hewitt Associates)
§ HR at a crossroads - part of problem or part of solution
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Potential Horizon for HR? § Need to demonstrate its contribution
§ Less than 50% of HR departments do not measure anything! § Competition for resources requires proof of value
§ Increasingly complex work environments § From empowered to agile workforce § Best practices goes global § Self-directed learning § Increasing diversity
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Changing HR Role Operational Strategic
Policing Partnering
Administrative Consultative
Function Oriented Business Oriented
Reactive Proactive
Activity Focused Solutions Focused
It’s Nice & We Know it It’s Beneficial & We Show It
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“What gets measured, gets managed”
~ Peter Drucker
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Purpose of HR Metrics § Document Activities § Explain Function § Demonstrate Relationship to Organization Outcomes § Evaluate HR Performance
§ Identify Strengths and Areas for Development in HR § Measure Progress
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Make HR Metrics Fit Your Organization
§ What business are you in?
§ What “language” does your organization speak?
§ How does the organization measure success? § Revenues § Profits § Number of Customers § Satisfaction of Customers § Return on investment
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HR Measures § Select Optimal Metrics to monitor the “key” processes and
plans § Determine how you will monitor § Determine how you will interpret
§ Key understanding of “why” the metrics are behaving as they are § How will you bring all together
§ What story is being told? § This all should tell a story § Single Document
§ What is happening to primary processes
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Develop HR Plan § Tie HR plan to organization’s plan
§ Set goals and measurements
§ Think results, not activities
§ Focus on issues that make a difference
§ Strong Customer Focus
§ Seek Input
§ Measure
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2011 2012 2013 10% 9% 10%
Years of Service
2011 2012 2013
0 -‐ 1 30% 31% 28%
1-‐2 25% 23% 26%
2-‐5 21% 23% 25%
5-‐10 15% 15% 14%
10+ 6% 5% 4
ALL 10% 9% 10%
Averages Turnover by Year
Be Mindful of Averages
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Department Age 60+ Finance 65%
Human Resources 63%
Sales 58%
OperaGons 22%
Warehouse/DistribuGon 26%
ALL 10%
Averages What is the story? ............ Dig Deeper
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Sample: HR Metrics
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Wri:ng Behavioral Objec:ves
S Specific – objectives should specify exactly what the learner will accomplish as a result of the training.
M Measurable – objectives should indicate measurable standards by which results can be evaluated.
A Action-oriented – objectives should specify exactly what the learner will be able to do after the training.
R Realistic – objectives should be attainable within the timeframe of the training.
T Timely – objectives should have immediate application to the work setting.
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Measure at All Levels HR AcGvity (OperaGons)
• Number of posiGons filled
• Claims filed • Cost of service
HR Results (TacGcs)
• Results from training
• Completed reviews
OrganizaGon Results (Strategic)
• Improved EffecGveness
• Customer Service EvaluaGons
• Saving the Cost of Failure • LiGgaGon • Low morale
Ease Challenge
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Opera:ons -‐ Cost of Hire Direct costs • Ads • RecruiGng fees • Assessments • Background invesGgaGon
Indirect costs
• Time • Preparing ads • Preparing interview guide • Manager’s Gme
• Lost ProducGon
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Results of HR Driven Programs
Performance Management Program
Number of Reviews Completed On Time
DistribuGon of RaGngs
Development Plans ResulGng From Reviews
EvaluaGon of HR Assistance in Review Process
Safety Training
Number aeending
Change in their safety records
Test Scores
Days Lost
Cost of Work Comp
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Strategic Goals
• Measure or Describe, Monitor and Report
Most Organiza:on’s Goals Have HR Component
• Lower cost for overGme • Full Training • Reduced errors • Higher ProducGon
Result of Trained, Capable Staff
• Lower Turnover • Higher Morale • Beeer Employee Feedback Results in Beeer ProducGvity
Effec:ve Management
• Manager and Employee Feedback, $’s, #’s) Suppor:ve Environment
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Quan:fy the Qualita:ve Measuring Value Added
§ Quan9ta9ve Measures § How ohen? § How well? § Numbers driven
§ Qualita9ve Measures § Feedback § ObservaGon
§ Number of Hires § SaGsfacGon with Placement § Cost per Hire
§ Turnover § Voluntary vs. Involuntary § Tenure
§ Par:cipa:on in Development Programs § Performance EvaluaGon of
ParGcipants § Changes in ProducGon
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Formulas (What, Who, When, Why, Which One & How)
§ Revenue per employee = Revenue Total FTE
§ Total Labor Cost % = Comp + Benefits + Other Labor Costs Revenue
§ Individual Productivity Rate = Total Compensation Number of FTE
§ Attendance Rate= Number of days absent Number of days worked
§ Average Medical Claim = Total Medical Claims Number of Claims
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Scorecards vs. Dashboards Communicating and Displaying Data Effectively
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Scorecards
A true Balanced Scorecard should always include these components: § Perspectives § Objectives § Measures § Indicators
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Dashboards Dashboards are more loosely defined. Most dashboards are simply a series of: • Graphs • Charts • Gauges • Visual Indicators
(this is chosen by the user, therefore some maybe strategically important and others not.)
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Scorecards Dashboards
As time progresses, these terms are used interchangeably.
They are significantly different with purpose and effect.
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When to Use Which Metric If you can count it
• Count it! • Display the numbers in
meaningful ways • Communicate it
If you can’t count it, but you can see it
• Describe why it is important and its impact on the organization
• Communicate observations
If you can’t count it and can’t see it
• It isn’t important enough to warrant attention
If you’ve been counting it and no one cares, STOP!
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Making Metrics Easy § Build in process of gathering data when project is planned
§ Use technology whenever possible
§ Keep up to date on measurements
§ Review to determine if metrics are still adding value
§ Revise as needed
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NEXT STEPS: Your Plan § What can be measured that isn’t being measured?
§ What measurements can be improved?
§ How can communication of the metrics be improved?
§ What methods can be used to describe those items that can’t be measured?
§ What will I do within a week? A month?
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Objectives for Today…….
§ Understand the value of metrics
§ Learn a variety of methods to measure impact of HR and apply them to your situation
§ Develop guidelines for developing metrics
§ Identify ways to make data gathering easier
✓
✓
✓
✓