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Key Performance Indications

Leading Practice Service Levels-HR Functional

Level 2 Level 3 Service Level Metric/Measurement Metric Leading Minimum Measure- Perfor- Service Level Source
Process Activity Owner Practice Service ment mance Attribute
Expected Level Window Indicator
Service
Level

Learning & Technology Content Design and Development: Defined HR-SSC/ 99.00% 95.00% Quarterly Key Effectiveness HROA
Development Training as e-Learning content courseware's ability to Learning
Management function successfully with LMS infrastructure. COE
Measured as the percentage of e-learning
programs being deployed to production without
reprogramming to correct functionality errors.
The calculation is as follows: the number of e-
learning courseware that need to be
reprogrammed or fixed to correct functionality
errors, divided by the number of e-learning
courseware deployed.

Talent Applicant Recruiting Administration Timeliness: HR-SSC 95.00% 90.00% Monthly Critical Timeliness HROA
Recruit/ Administration Calculated as the number of recruiting
Onboarding administration activities performed within
agreed timeframes divided by the total number
of recruiting administration activities performed
during the measurement window.

Sample recruiting admin activities include
requisition posting, scheduling of assessment
testing, mailing offer letter, candidate short list
submission, interview scheduling, and delivery
of new hire packets. Measures the timeliness
of the recruiting administration function.

Talent Applicant Interview to Hire Ratio: Calculated as ratio of Talent 95.00% 90.00% Monthly Critical Effectiveness HROA
Recruit/ Administration candidates interviewed by the hiring manager Acquisiti
Onboarding to those hired where the ratio is under 5:1. on COE
Measures the quality of the candidate slate
submitted to targeted benchmark profile.

Talent Applicant Time to Fill: Calculated as the average HR-SSC/ 95.00% 90.00% Monthly Critical Timeliness HROA
Recruit/ Administration number of days from receipt of an approved Talent
Onboarding requisition to the day of offer acceptance. Acquisiti
on COE

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