HR Service Delivery Metrics: HR-to-Employee Ratios, Case Volumes, Resolution Times, Self-Service Rates, HR Cost per Employee & Service Levels
Measure the HR function itself. You will benchmark HR staffing ratios, analyse case logs by category and channel, measure resolution times against service levels, see how self-service and knowledge articles change the workload, cost the HR function per employee and plan the team size, with every cell checked as you go.
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About this course
In this course you measure the HR function of a fictional group in a spreadsheet, with every formula checked. You calculate HR FTE per 100 employees and place each site in a benchmark band, count anonymised cases by category, channel and site with COUNTIFS and measure resolution times in working days with NETWORKDAYS, the median and the 90th percentile. You test cases against service-level targets, count breaches and the backlog at risk, and work out first-contact resolution and the cost of escalations. Finally you estimate self-service deflection, cost the HR function per employee and per case, and forecast cases and the HR FTE needed with a trend chart.
Lessons
- HR Staffing Ratios: HR FTE per 100 Employees, Employees per HR FTE and Benchmark Bands Pro
- Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees Pro
- Resolution Times: Working Days, Median and 90th Percentile Pro
- Service Levels: Targets per Category, % Met, Breaches and the Backlog at Risk Pro
- Tiers and Escalation: First-Contact Resolution, Tier 2/3 Share and the Cost of Escalations Pro
- Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE Pro
- HR Cost per Employee: Staff, Systems and External Services and the Cost per Case Pro
- Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart Pro