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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

HR Reporting Standard BU Number of standard reports delivered or HR-SSC 99.00% 97.00% Monthly Key Timeliness HROA
Reporting available per the agreed schedule divided by
total number of standard reports scheduled for
delivery in the measurement window.

NOTE: This metric includes all scheduled
reports including standard and custom reports.

Employee/ Employee/ Cases Resolved within 5 Business Days of HR-SSC 96.00% 93.00% Monthly Critical Timeliness HROA
Manager Manager Receipt:
Inquiries Inquiries Calculated as the number of cases resolved
within 5 business days divided by the total
number of cases opened for the period. A
case must be opened for all inquiries that
cannot be resolved in the first contact.

Employee/ Employee/ Cases Resolved within 20 Business Days of HR-SSC 99.90% 98.00% Monthly Critical Timeliness HROA
Manager Manager Being Opened: Calculated as the number of
Inquiries Inquiries cases resolved within 20 business days divided
by the total number of cases opened for the
period.

Employee/ Employee/ Level of Satisfaction: Percentage of HR-SSC 85.00% 80.00% Quarterly Critical Effectiveness HROA
Manager Manager surveyed Employees/Participants indicating
Inquiries Inquiries “satisfied” using a 3 point scale; where 3
represents satisfied, 2 represents neutral, and
1 represents dissatisfied. Calculated as the
number of respondents indicating “satisfied”
divided by the total number of respondents.

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