2. What are Productivity Metrics?
• Key Performance Indicators (KPIs) relating to Productivity
3. Why Are They
Important?
• Martin works late every night
• Susan goes home on time to be
with her kids
• Who is more productive?
4. Time Spent ≠ Productivity
• What if Susan gets nearly twice as many sales
or twice as many phone calls completed as
Martin while working only half as many
hours?
5. Garland’s Real Life
Experience
• My desk was always empty
• My co-workers had files stacked on their desk
• My supervisors assumed I had less work so
assigned me more
• Even though I was #1 in sales!
7. Why Don’t More Offices
Do This?
• Most managers don’t really know what staff
do
• No one has really worked out what the clear
outcomes should be
• No one has designed the activities to
specifically achieve these outcomes
8. How to Set a Metric
Determine desired
output
01
Determine how to
measure the results
02
Determine how to
measure the
activities that
should lead to the
desired results
03
9. Sales Metrics
1. $ volume in sales generated
2. Close rate
3. Activities leading to sales
1. Calls
2. Emails
3. Networking groups
attended
10. Efficiency Metrics
• # of tasks processed
• Average time to complete tasks
• Delivery on time
13. Individual
Employee Goals
• Specific for each employee
• MUST be measurable and
controllable
• MUST be communicated to the
employee
• Focus on a few key ones rather
than trivial ones
14. Beware of
Circumstances
that Skew Results
• Changes in local economy might
affect sales
• Single large projects that affect
tracking
• Be adaptable and look at other
metrics as well
15. How To Track Productivity
Metrics
• Spreadsheets
• Task management systems
• Support ticket systems
16. Making Metrics
Part of Your
Culture
• New hires
• Show how they will be
measured
• Performance reviews
• Tie rewards to metrics