HR Balanced Scorecard Example Metrics

FINANCIAL
MEASURE AREA - COST AGAINST BUDGET: ACTUAL DEPARTMENT COST AGAINST BUDGET (M) MEASURE AREA - BUDGET SPLIT: % OF ACTUAL COST SPLIT PER SUB-DEPARTMENT (M) MEASURE AREA - SERVICE COSTS: % COST OF THE HR SERVICE OUT OF TOTAL ORGANISATIONAL COST (M) COST OF HR PER ORGANISATIONAL EMPLOYEE % PEOPLE COST OUT OF TOTAL ORGANISATIONAL COST (M) AVERAGE COST OF TRAINING PER EMPLOYEE ABSENCE COST PER EMPLOYEE AVERAGE RECRUITMENT COST: GRADUATE/ EXPERIENCED HIRE (Q) AVERAGE COST OF RECRUITING TEMPORARY STAFF (Q) MEASURE AREA - EXTERNAL SUPPLIER: EXTERNAL / INTERNAL HR SPEND RATIO

CUSTOMER
MEASURE AREA - CUSTOMER SATISFACTION: % OF SCORES IN THE TOP TWO CATEGORIES IN THE CUSTOMER SATISFACTION INDEX (Y) MEASURE AREA - EMPLOYEE RESPONSIVENESS: % OF EMPLOYEES THAT LEFT THE ORGANISATION RECEIVING A COMPLETE EXIT INTERVIEW (M) MEASURE AREA - ORGANISATIONAL STRATEGY ALIGNMENT: % OF ASSISTANT DIRECTORS/DIRECTORS WITH CUSTOMER FOCUSED SMART OBJECTIVES (Q) MEASURE AREA - CUSTOMER CARE: NUMBER OF ENQUIRES FROM STAFF RECEIVED BY THE HR DEPARTMENT (M) % OF RECEIVED ENQUIRES RESOLVED BY THE HR DEPARTMENT NUMBER OF COMPLAINTS CONCERNING THE HR DEPARTMENT (M) % OF RECEIVED COMPLAINTS RESOLVED (M)

PEOPLE
MEASURE AREA - STAFF NUMBERS: HEADCOUNT AGAINST BUDGET (M) LENGTH OF SERVICE; MEASURE AREA - STAFF TURNOVER: VOLUNTARY TERMINATION RATE (M) CAREER BREAKS MEASURE AREA - STAFF ABSENCE: TOTAL ABSENCE RATE MEASURE AREA - STAFF MIX: % OF TEMPS/CONTRACTORS STAFF TO TOTAL STAFF (M) MEASURE AREA - STAFF COMPETENCE: % OF ALL STAFF WITH A COMPLETED COMPETENCE ASSESSMENT (Q) MEASURE AREA - STAFF ROLES % OF ALL STAFF WITH CLEARLY DEFINED JOB DESCRIPTIONS (Q) MEASURE AREA - STAFF OBJECTIVES: % OF ALL STAFF WITH CLEARLY DEFINED SMART OBJECTIVES (Q) MEASURE AREA - STAFF RECRUITMENT: NUMBER OF STAFF JOINING THE ORGANISATION (M) % OF ALL APPLICANTS ACCEPTING JOB AFTER OFFER (M) BUISINESS CUSTOMER SATISFACTION INCREASE TREND

PROCESS
MEASURE AREA - TRAINING DELIVERY: NUMBER OF TRAINING COURSES HELD; - RUN BY INTERNAL DEPARTMENT (M) - RUN BY THIRD PARTY TRAINING PROVIDER (M) - AVERAGE NUMBER OF TRAINING DAYS PER EMPLOYEE (Y) AVERAGE NUMBER OF DEVELOPMENTAL TRAINING DAYS PER EMPLOYEE (Y) AVERAGE SCORE ON POST-TRAINING FEEDBACK FORM (M) MEASURE AREA - EXTERNAL SUPPLIER MANAGEMENT: % OF EXTERNAL SUPPLIERS RECEIVING A CONTRACT REVIEW SESSION (Q) MEASURE AREA - PERFORMANCE MANAGEMENT: NUMBER OF ORGANISATIONAL STAFF USING THE PMS (Q) MEASURE AREA - POLICY MANAGEMENT: NUMBER OF NEW HR POLICIES SIGNED-OFF (M) MEASURE AREA - REWARD MECHANISM: % OF BONUS DECISIONS AGREED AT FIRST ATTEMPT (Y) MEASURE AREA - EFFECTIVE MIS: % OF INFORMATION REQUESTS MET BY CURRENT MIS SYSTEM (M) MEASURE AREA - RECRUITMENT: NUMBER OF APPLICATIONS PROCESSED (M) AVERAGE TIME TO ACCEPT OFFER (Q) MEASURE AREA - ORGANISATIONAL SUPPORT: NUMBER OF HR EMPLOYEES TO TOTAL ORGANISATIONAL EMPLOYEES (M)