Page 52 - CPAAC_Fall2016

Sample HR measures

 Cost of HR, HR Ratios, etc. ( but be careful….)
 % increase in the use of self service
 %accuracy of transactions
 % of inquiries answered in the first contact
 % of escalated cases handled w/in prescribed timeframes
 % of transactions in electronic form and available through

self service

© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International 15
Cooperative (“KPMG International”), a Swiss entity. All rights reserved.

Document Classification: KPMG Confidential