Sample Human Resource Metrics

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1 Sample Human Resource Metrics Template for Compiling a Unified Database and Building Force.com Formula Fields Disclaimer / Credits This document contains a sample set of HR Metrics that is publicly available at: The list of metrics is used as a sample of the type of metrics that could be used by HR management to monitor business performance. The added information relating to HCM Mashup Builder and the template for storage and processing of data in no way claims ownership of the list. Competitive Edge Technology January Page 1

2 Contents 1. Attendance Unscheduled Absence Rate Unscheduled Absence Days Per Employee Unscheduled Absence Breakdown Schedule Flexibility Rate PTO Utilization Rate Compensation Value of Unscheduled Absences Per FTE Absence Rate Benefits Benefits Total Compensation Rate Benefits Satisfaction Index Benefits Operating Expense Rate Benefits Expense Type Breakdown Benefits Expense Per FTE Compensation Average Workweek Stock Incentive Eligibility Rate Number of Options Exercised Per Employee Net Proceeds of Options Per Employee Exercising Equity Incentive Value Per Employee Average Number of Options Per Employee Upward Salary Change Rate Total Compensation Expense Per FTE Overtime Rate Overtime Expense Per FTE Market Compensation Ratio Direct Compensation Expense Per FTE Direct Compensation Breakdown Direct Comp Operating Expense Rate Compensation Satisfaction Index Bonus Receipt Rate Bonus Eligibility Rate Competitive Edge Technology January Page 2

3 3.18 Bonus Compensation Rate Bonus Actual To Potential Rate Average Hourly Rate Education/Development Tuition Reimbursement Request Rate Staffing Rate- High Potential Staffing Rate- Graduate Degree Educational Attainment Breakdown Development Program Penetration Rate Employee Relations Industrial Dispute Absence Days Per FTE Grievance Time To Resolve Grievance Rate External Complaint Factor ADR Success Rate Health/Safety Work-Related Injury Return Ratio Workers Compensation Premium Per FTE Lost Time Incident Rate H&S Incidents Per 100 FTEs H&S Incident Type Breakdown H&S Expense Per FTE H&S Expense Breakdown Average Time Lost Per H&S Incident HR Service Delivery Contact Center: Service Level Self-Service Penetration Rate Contact Center: One-Call Resolution Rate Contact Center: Satisfaction Contact Center: Average Handle Time HRIT Late Transaction Rate HRIT Average Days To Entry HR Technology Expense Rate HR Revenue Per HR Employee Competitive Edge Technology January Page 3

4 7.10 HR Revenue Expense Rate HR Operating Expense Rate HR Expense Per FTE HR Expense Breakdown- Type HR Expense Breakdown- Function HR Staffing Rate HR Staffing Coverage Ratio HR Staffing Breakdown HR Recruitment Source Ratio HR Professional Staffing Mix Ratio HR Mobility Rate Internal Movement Upward Mobility Transfer Rate Promotion Speed Ratio Promotion Rate Lateral Mobility Internal Placement Rate Internal Hire Rate Cross-Function Mobility Career Path Ratio Management/Leadership Successor Pool Growth Rate Successor Pool Coverage Positions Without Ready Candidates Rate Manager Quality Index Manager Instability Rate LDP Prevalence Rate Employee Satisfaction With Leadership Cross-Function Mobility- Managers Organization Effectiveness R&D Expense Rate New Products & Services Revenue Per FTE Market Capitalization Per FTE Competitive Edge Technology January Page 4

5 10.4 Intangible Asset Value Per FTE Employee Stock Ownership Percentage Corporate Expense Rate Work Units Per FTE Return on Human Investment Ratio Other Labor Rate Operating Revenue Per FTE Operating Profit Per FTE Operating Expense Per FTE Human Investment Ratio Payroll Payroll Expense Per Employee Payroll Error Rate Overpayment Rate Direct Deposit Participation Rate Average Overpayment Value Performance Management Upward Review Rate Self Review Rate Performance Contingent Pay Prevalence Performance-Based Pay Differential Performance Rating Distribution Performance Appraisal Participation Rate Peer Review Rate High Performer Growth Rate Employee Upgrade Rate Employee Turnaround Rate Average Performance Appraisal Rating Productivity Employee Engagement Index Recruitment Rehire Rate Recruitment Source Ratio Recruitment Source Breakdown Competitive Edge Technology January Page 5

6 14.4 New Position Recruitment Ratio New Position Recruitment Rate Net Hire Ratio External Hire Rate Staffing Effectiveness Turnover Cost Rate- < 1-Year Tenure New Hire Turnover Contribution Sign-On Bonus Rate Referral Rate Referral Conversion Rate Recruitment Expense Breakdown Recruitment Cost Per Hire On-Time Talent Delivery Factor Offer Acceptance Rate New Hire Satisfaction With Recruiting New Hire Performance Satisfaction New Hire Failure Factor Interviewee Ratio Interviewee Offer Rate Average Time to Start Average Time to Fill Average Sign-On Bonus Expense Average Interviews Per Hire Applicant Ratio Applicant Interview Rate Training Training Total Compensation Expense Rate Training Staff Ratio Training Quality Training Penetration Rate Training Hours Per Occurrence Training Hours Per FTE Training Expense Per Employee Training Course Content Breakdown Competitive Edge Technology January Page 6

7 16.9 Training Channel Delivery Mix Employee Satisfaction with Training E-Learning Abandonment Rate Average Training Class Size Turnover/Retention Turnover Cost Rate- < 1-Year Tenure Termination Value Per FTE Average Voluntary Termination Value Average Termination Value Offer Fit Index Market Opportunity Index Employee Retention Index Employee Commitment Index Voluntary Termination Rate Termination Reason Breakdown Termination Rate Termination Breakdown By Performance Rating Retention Rate New Hire Turnover Contribution Involuntary Termination Rate Workforce Staffing Rate- Less than 1 Year Tenure Organization Tenure Staffing Breakdown Average Workforce Tenure Staffing Rate- Union Employees Staffing Rate- Temporary Staffing Rate- Revenue Generating Staffing Rate- Part Time Staffing Rate- Managerial Staffing Rate- Customer Facing Staffing Rate- Corporate Function Staffing Breakdown Employment Level Staffing Breakdown Employee Ownership Rate Competitive Edge Technology January Page 7

8 18.14 EEO Job Category Staffing Breakdown Customer-Facing Time Rate Average Span of Control Staffing Rate- Multilingual Staffing Rate- Minority Staffing Rate- Female Staffing Rate- Disability Competitive Edge Technology January Page 8

9 1. Attendance 1.1 Unscheduled Absence Rate HR Metric: Unscheduled Absence Rate Formula: (Unscheduled Absence Days / Workdays) * 100 Description: Unscheduled Absence days a percentage of total workdays. Commentary: A result of 3% means that unscheduled absences total 3% of all workdays. Put differently, a result of 3% means that, on an average day, 3 of every 100 employees are absent due to an unscheduled reason. This measure is an alternative measure of absence volume to Unscheduled Absence Days per Employee, providing a perspective by days worked rather than by employee. Increase in unscheduled absence could indicate a job dissatisfaction problem possibly supervisor or working conditions. Decrease in unscheduled absence could indicate a program to improve employee engagement, job satisfaction and motivation is working. Formula Data Item Unscheduled Absence Days Formula Data Item Workdays 1.2 Unscheduled Absence Days Per Employee HR Metric: Unscheduled Absence Days Per Employee Formula: Unscheduled Absence Days / Average Headcount Competitive Edge Technology January Page 9

10 Description: Average number of days of unscheduled absences per employee during the reporting period. Commentary: A result of 1.5 means that, on average, each employee missed one and a half days of work during the period for unscheduled reasons. This measure is an alternative measure of absence volume to Unscheduled Absence Rate, providing a perspective by employee rather than by days worked. Formula Data Item Unscheduled Absence Days Formula Data Item Average Headcount 1.3 Unscheduled Absence Breakdown HR Metric: Unscheduled Absence Breakdown Formula: (Unscheduled Absence Days.[Type] / Unscheduled Absence Days) * 100 Description: Distribution of unscheduled absences by type, including sick leave, workplace injury, family leave, industrial dispute, etc. Commentary: Unscheduled Absence Breakdown indicates the composition of unscheduled absence days that occurred during a period by the absence type. Graphically, the data are presented as a percentage of the total unscheduled absences, i.e., a stacked bar graph. Competitive Edge Technology January Page 10

11 Formula Data Item Unscheduled Absence Days.[Type] Formula Data Item Unscheduled Absence Days 1.4 Schedule Flexibility Rate HR Metric: Schedule Flexibility Rate Formula: (End of Period Headcount.Flexible Work Schedule) / End of Period Headcount) * 100 Description: Employees with a flexible work schedule as a percentage of total employees. Commentary: A result of 10 indicates that 10% of the workforce participates in a flexible work arrangement and may not work the standard operating hours of the organization. Formula Data Item End of Period Headcount.Flexible Work Schedule Formula Data Item End of Period Headcount Competitive Edge Technology January Page 11

12 1.5 PTO Utilization Rate HR Metric: PTO Utilization Rate Formula: (PTO Hours.Used / PTO Hours.Accrued) * 100 Description: Paid time off hours taken as a percentage of those hours earned during the reporting period. Commentary: A result of 80% means that for every 10 hours of PTO that employees accrue, they are only taking eight hours off. Formula Data Item PTO Hours.Used Formula Data Item PTO Hours.Accrued 1.6 Compensation Value of Unscheduled Absences Per FTE HR Metric: Compensation Value of Unscheduled Absences Per FTE Formula: (Unscheduled Absence Days * Direct Compensation.Daily / FTE) Description: Average compensation cost of unscheduled absences per full-time equivalent employee. Competitive Edge Technology January Page 12

13 Commentary: For example, a result of $500 means that the compensation costs of employees unscheduled absences, spread across all employees, averaged $500 per employee. Put differently, a result of $500 means that during the period, the organization paid $500 per FTE in compensation for unscheduled absences. Formula Data Item Unscheduled Absence Days Formula Data Item Direct Compensation.Daily Formula Data Item FTE 1.7 Absence Rate HR Metric: Absence Rate Formula: (Absence Days / Workdays) * 100 Description: Total days of employee absence as a percentage of total expected workdays during the reporting period. Commentary: Absence Rate indicates the percentage of work time, expressed as workdays, that the average employee is absent for any reason during a period. A result of 3% means Competitive Edge Technology January Page 13

14 that absences total 3% of all workdays. Or, put differently, on an average day, 3 of every 100 employees are absent. For comments, corrections, questions, suggestions, etc. contact Formula Data Item Absence Days Formula Data Item Workdays Competitive Edge Technology January Page 14

15 2. Benefits 2.1 Benefits Total Compensation Rate HR Metric: Benefits Total Compensation Rate Formula: (Benefits Expense / Total Compensation Expense) * 100 Description: Benefits expense as a percentage of compensation and benefits expenses. Commentary: A result of 30% indicates that benefits expenses compose 30% of the total amount an organization spends on employee compensation and benefits. Formula Data Item Benefits Expense Formula Data Item Total Compensation Expense 2.2 Benefits Satisfaction Index HR Metric: Benefits Satisfaction Index Formula: Survey Results Description: A relative measure of employees satisfaction with the benefits provided by the organization. Commentary: Benefits Satisfaction Index is a measure of employees overall satisfaction with benefits, such as medical insurance, dental insurance, disability insurance, child care, commuting, concierge, tuition reimbursement, or other benefit programs. Variations of this measure may present the results of individual survey questions (e.g., percentage of Competitive Edge Technology January Page 15

16 workforce rating medical benefits as excellent ) or other subindexes of this overall satisfaction indicator. Dashboard: Snap shot pie chart Organisation Analysis: By groups Formula Data Item Survey Results 2.3 Benefits Operating Expense Rate HR Metric: Benefits Operating Expense Rate Formula: (Benefits Expense / Operating Expense) * 100 Description: Benefits expense as a percentage of operating expense. Commentary: Benefits Operating Expense Rate measures employee benefits costs (the organization s portion) as compared to total operating expenses. A result of 5% means that benefits costs make up 5% of the organization s total operating expenses. Formula Data Item Benefits Expense Formula Data Item Operating Expense Competitive Edge Technology January Page 16

17 2.4 Benefits Expense Type Breakdown HR Metric: Benefits Expense Type Breakdown Formula: (Benefits Expense.[Benefit Type] / Benefits Expense) * 100 Description: Organizational costs of employee benefits by type of benefit. Commentary: Benefits Expense Type Breakdown provides the composition of benefits expense by various benefit types. Graphically, the data is presented as a percentage of the total Benefits Expense, i.e., a stacked bar graph. Formula Data Item Benefits Expense.[Benefit Type] Formula Data Item Benefits Expense 2.5 Benefits Expense Per FTE HR Metric: Benefits Expense Per FTE Formula: Benefits Expense / FTE Description: Average benefits expense (organization s contribution) per full-time equivalent employee. Competitive Edge Technology January Page 17

18 Formula Data Item Benefits Expense Formula Data Item FTE Competitive Edge Technology January Page 18

19 3. Compensation 3.1 Average Workweek HR Metric: Average Workweek Formula: (Hours Worked / Number of Weeks) / Average Headcount Description: Average number of hours worked per week per employee. Commentary: Average Workweek measures the number of hours worked per week per employee, on average. A result of 37 means that the average person employed by the organization worked 37 hours per week during the period. Formula Data Item Hours Worked Formula Data Item Number of Weeks Formula Data Item Average Headcount 3.2 Stock Incentive Eligibility Rate Competitive Edge Technology January Page 19

20 HR Metric: Stock Incentive Eligibility Rate Formula: (End of Period Headcount.Stock Incentive Eligible / End of Period Headcount) * 100 Description: The percentage of employees eligible to receive stock-based incentives. Commentary: A value of 30 indicates that 30% of employees are eligible to receive stockbased incentives. Formula Data Item End of Period Headcount.Stock Incentive Eligible Formula Data Item End of Period Headcount 3.3 Number of Options Exercised Per Employee HR Metric: Number of Options Exercised Per Employee Formula: Stock Options.Exercised / End of Period Headcount.Stock Option Eligible Description: Average number of stock options exercised per option-eligible employee. Commentary: A value of 100 indicates that on average eligible employees exercised 100 stock options during the reporting period. Competitive Edge Technology January Page 20

21 Formula Data Item Stock Options.Exercised Formula Data Item End of Period Headcount.Stock Option Eligible 3.4 Net Proceeds of Options Per Employee Exercising HR Metric: Net Proceeds of Options Per Employee Exercising Formula: Stock Option Net Proceeds / Headcount.Stock Option Eligible. Exercised Description: Net proceeds to employees exercising stock options during the period for each employee who has exercised options. Commentary: Net Proceeds of Options per Employee Exercising indicates the average amount received by employees exercising options. The net proceeds are equal to the difference between sale price and strike price multiplied by the number of options exercised. Formula Data Item Stock Option Net Proceeds Formula Data Item Headcount.Stock Option Eligible. Exercised Competitive Edge Technology January Page 21

22 3.5 Equity Incentive Value Per Employee HR Metric: Equity Incentive Value Per Employee Formula: Equity Incentive Value / Average Headcount.Equity Incentive Eligible Description: The average value of equity incentives granted or earned per eligible employee. Commentary: Equity Incentive Value per Employee indicates the value of stock incentives granted to or earned by each eligible employee over the course of the period, using Black- Scholes or other valuation techniques. Stock incentives may include stock options, restricted stock, stock appreciation rights, performance shares, or other compensation related to equity. A value of $10,000 indicates that on average those eligible for an equity incentive received incentives valued at $10,000. Formula Data Item Equity Incentive Value Formula Data Item Average Headcount.Equity Incentive Eligible 3.6 Average Number of Options Per Employee HR Metric: Average Number of Options Per Employee Formula: (Stock Options.Granted / Average Headcount.Stock Option Eligible) * 100 Competitive Edge Technology January Page 22

23 Description: The average number of stock options granted per eligible employee during the period. Commentary: A result of 30 means that employees eligible to receive stock options received 30 options, on average, during the period. Formula Data Item Stock Options.Granted Formula Data Item Average Headcount.Stock Option Eligible 3.7 Upward Salary Change Rate HR Metric: Upward Salary Change Rate Formula: End of Period Headcount.Base Salary Increase / End of Period Headcount * 100 Description: Percentage of employees receiving base salary increases during the reporting period. Formula Data Item End of Period Headcount.Base Salary Increase Competitive Edge Technology January Page 23

24 Formula Data Item End of Period Headcount 3.8 Total Compensation Expense Per FTE HR Metric: Total Compensation Expense Per FTE Formula: Total Compensation Expense / FTE Description: Average total compensation expense, including direct, benefits, and equity compensation, per full-time equivalent employee. Formula Data Item Total Compensation Expense Formula Data Item FTE 3.9 Overtime Rate Competitive Edge Technology January Page 24

25 HR Metric: Overtime Rate Formula: (Overtime Expense / Direct Compensation Expense) * 100 Description: Overtime expense as a percentage of total direct compensation expense. Commentary: Overtime Rate measures the dollars of overtime paid relative to all forms of direct (cash) compensation paid. For example, a result of 10% indicates that overtime payments represent 10% of all cash payments to employees. By comparing overtime costs to all direct compensation costs, an organization can understand the impact of overtime on employees take-home pay and whether overtime costs represent an increasing or decreasing proportion of compensation over time. Formula Data Item Overtime Expense Formula Data Item Direct Compensation Expense 3.10 Overtime Expense Per FTE HR Metric: Overtime Expense Per FTE Formula: Overtime Expense / FTE Description: Average overtime cash compensation per full-time equivalent employee. Competitive Edge Technology January Page 25

26 Formula Data Item Overtime Expense Formula Data Item FTE 3.11 Market Compensation Ratio HR Metric: Market Compensation Ratio Formula: Direct Compensation Expense / Market Comparable Direct Compensation Description: Ratio of employees direct compensation to market-comparable direct compensation. Commentary: Market Compensation Ratio provides the ratio of direct (cash) compensation provided by the employer to that provided by a comparable market group. A result of 80% means that the organization s compensation offerings are 80% of the offerings of other organizations. These data are sometimes provided only for certain components of direct compensation (e.g., base salary and bonus), and may not be available for all positions within an organization. Dashboard: Snap shot bar chart Formula Data Item Direct Compensation Expense Formula Data Item Market Comparable Direct Compensation Competitive Edge Technology January Page 26

27 3.12 Direct Compensation Expense Per FTE HR Metric: Direct Compensation Expense Per FTE Formula: Direct Compensation Expense / FTE Description: Average direct compensation expense, including wages, bonus, and other cash compensation, per full-time equivalent employee. Formula Data Item Direct Compensation Expense Formula Data Item FTE 3.13 Direct Compensation Breakdown HR Metric: Direct Compensation Breakdown Formula: (Direct Compensation Expense.[Compensation Type] / Direct Compensation Expense) * 100 Description: Distribution of direct compensation by type, including base, overtime, bonus, incentives, etc. Competitive Edge Technology January Page 27

28 Commentary: Direct Compensation Breakdown provides the percentages of direct compensation paid that are of various compensation types. Graphically, the data are presented as a percentage of the total direct compensation, i.e., a stacked bar graph. Direct compensation, contrasted with benefits and equity compensation, relates to cash payments for base pay, variable pay, overtime, and other cash payments such as sign-on bonuses and relocation allowances. Formula Data Item Direct Compensation Expense.[Compensation Type] Formula Data Item Direct Compensation Expense 3.14 Direct Comp Operating Expense Rate HR Metric: Direct Comp Operating Expense Rate Formula: (Direct Compensation / Operating Expense) * 100 Description: Direct compensation expenses as a percentage of operating expense. Commentary: Direct Comp Operating Expense Rate measures direct compensation (cash compensation such as wages and bonuses) as compared to total operating expenses. A result of 40% means that direct compensation makes up 40% of the organization s total operating expenses. Competitive Edge Technology January Page 28

29 Formula Data Item Direct Compensation Formula Data Item Operating Expense 3.15 Compensation Satisfaction Index HR Metric: Compensation Satisfaction Index Formula: Survey Results Description: A relative measure of employees satisfaction with compensation. Commentary: Compensation Satisfaction Index is a subjective measure of employees satisfaction with compensation packages. Among employee survey results, many organizations find that employees report low satisfaction with compensation. Though employers may not expect high results, the measure can be tracked over time to monitor in if satisfaction is increasing or decreasing. However, these survey results can be used to compare specific employee populations by division, location, job family, age group, performance level, etc. Formula Data Item Survey Results Competitive Edge Technology January Page 29

30 3.16 Bonus Receipt Rate HR Metric: Bonus Receipt Rate Formula: (End of Period Headcount.Receiving Bonus / End of Period Headcount.Bonus Eligible) * 100 Description: Employees receiving a bonus as a percentage of total employees eligible to receive a bonus. Formula Data Item End of Period Headcount.Receiving Bonus Formula Data Item End of Period Headcount.Bonus Eligible 3.17 Bonus Eligibility Rate HR Metric: Bonus Eligibility Rate Formula: (End of Period Headcount.Bonus Eligible / End of Period Headcount) * 100 Description: Percentage of employees eligible to receive a bonus. Formula Data Item End of Period Headcount.Bonus Eligible Competitive Edge Technology January Page 30

31 Formula Data Item End of Period Headcount 3.18 Bonus Compensation Rate HR Metric: Bonus Compensation Rate Formula: (Direct Compensation Expense.Bonus / Direct Compensation Expense) * 100 Description: Bonus compensation as a percentage of all direct (cash) compensation. Formula Data Item Direct Compensation Expense.Bonus Formula Data Item Direct Compensation Expense 3.19 Bonus Actual To Potential Rate Competitive Edge Technology January Page 31

32 HR Metric: Bonus Actual To Potential Rate Formula: (Direct Compensation Expense.Bonus / Bonus Potential) * 100 Description: Average actual bonus compensation received as a percentage of total potential bonus compensation. Formula Data Item Direct Compensation Expense.Bonus Formula Data Item Bonus Potential 3.20 Average Hourly Rate HR Metric: Average Hourly Rate Formula: Total Compensation Expense / Work Hours Description: Average total compensation expense, including direct, benefits, and equity compensation, per working hour. Formula Data Item Total Compensation Expense Competitive Edge Technology January Page 32

33 Formula Data Item Work Hours Competitive Edge Technology January Page 33

34 4. Education/Development Sample Human Resource Metrics 4.1 Tuition Reimbursement Request Rate HR Metric: Tuition Reimbursement Request Rate Formula: (Distinct Employees.Tuition Reimbursement Requests / Average Headcount) * 100 Description: Distinct employees submitting tuition reimbursement requests as a percentage of the workforce. Formula Data Item Distinct Employees.Tuition Reimbursement Requests Formula Data Item Average Headcount 4.2 Staffing Rate- High Potential HR Metric: Staffing Rate- High Potential Formula: (End of Period Headcount.High Potential / End of Period Headcount) * 100 Description: Percentage of the workforce designated as high potential. Competitive Edge Technology January Page 34

35 Formula Data Item End of Period Headcount.High Potential Formula Data Item End of Period Headcount 4.3 Staffing Rate- Graduate Degree HR Metric: Staffing Rate- Graduate Degree Formula: (End of Period Headcount.Graduate Degree / End of Period Headcount) * 100 Description: Percentage of employees with a graduate degree or higher level of educational attainment. Application: Measurement of the education level characteristics of the workforce. Commentary: Staffing Rate Graduate Degree indicates the percentage of the workforce that has attained a graduate degree (or equivalent advanced degree) or higher level of education. This measure, along with variations of this measure, can be useful in understanding the education levels of the workforce as a whole, as well as that of specific employee populations. Formula Data Item End of Period Headcount.Graduate Degree Competitive Edge Technology January Page 35

36 Formula Data Item End of Period Headcount 4.4 Educational Attainment Breakdown HR Metric: Educational Attainment Breakdown Formula: (End of Period Headcount.[Degree Level] / End of Period Headcount) * 100 Description: Distribution of headcount by employees educational attainment, e.g., high school, university, advanced degree, etc. Application: Measurement of the education level characteristics of the workforce. Commentary: Educational Attainment Breakdown depicts the percentages of the workforce that have reached various educational levels. Graphically, these data are presented as a percentage of the total workforce, i.e., a stacked bar graph. The measure provides information about the percentage of the workforce that has achieved a particular level of degree, as well as the overall distribution of educational attainment throughout the workforce. Formula Data Item End of Period Headcount.[Degree Level] Formula Data Item End of Period Headcount Competitive Edge Technology January Page 36

37 4.5 Development Program Penetration Rate HR Metric: Development Program Penetration Rate Formula: (Development Program Participants / End of Period Headcount.Eligible for Development Programs) * 100 Description: Percentage of eligible employees participating in development programs. Application: Measuring the participation in development programs. Commentary: Such programs may relate to developing supervisory skills, acquiring multifunctional skills through rotations, participating in mentoring or networking, or other developmental activities. This measure provides an organization with a report of how extensively the eligible workforce participates in such programs. Formula Data Item Development Program Participants Formula Data Item End of Period Headcount.Eligible for Development Programs Competitive Edge Technology January Page 37

38 5. Employee Relations Sample Human Resource Metrics 5.1 Industrial Dispute Absence Days Per FTE HR Metric: Industrial Dispute Absence Days Per FTE Formula: Unscheduled Absence Days.Industrial Dispute / FTE Description: Average number of unscheduled industrial dispute days of absence per fulltime equivalent employee. Commentary: Industrial Dispute Absence Days per FTE measures the number of workdays missed per full-time equivalent employee for reasons such as strikes and lockouts. Organizations may also elect to include sick-outs or similar incidents that can be attributed to industrial disputes. Formula Data Item Unscheduled Absence Days.Industrial Dispute Formula Data Item FTE 5.2 Grievance Time To Resolve HR Metric: Grievance Time To Resolve Formula: Days to Resolve / Grievances Description: Average time required to satisfactorily resolve an employee grievance. Commentary: A result of 60 means that an average of 60 calendar days elapsed between the filing and the resolution of grievances. Competitive Edge Technology January Page 38

39 Formula Data Item Days to Resolve Formula Data Item Grievances 5.3 Grievance Rate HR Metric: Grievance Rate Formula: (Grievances / Average Headcount) * 100 Description: The average number of grievances filed internally per employee. Commentary: A result of 1% means that one grievance was filed for every 100 employees in headcount during the period. Formula Data Item Grievances Competitive Edge Technology January Page 39

40 Formula Data Item Average Headcount 5.4 External Complaint Factor HR Metric: External Complaint Factor Formula: (External Agency Complaints / Average Headcount) * 100 Description: The average number of complaints to external agencies recorded per employee. Commentary: External complaints are typically those filed with agencies such as, in the United States, OSHA or a state department of equal employment opportunity. Lawsuits filed by employees against the employer are also considered to be external complaints, as they are complaints requiring employer action toward an external party. Formula Data Item External Agency Complaints Formula Data Item Average Headcount 5.5 ADR Success Rate Competitive Edge Technology January Page 40

41 HR Metric: ADR Success Rate Formula: (Grievances.Resolved.ADR Process / Grievances.Resolved) * 100 Description: Percentage of total internal grievances resolved that were settled through alternative dispute resolution processes. Commentary: ADR Success Rate indicates the percentage of all employee internal resolved grievances that were resolved through an alternative dispute resolution (ADR) process. A result of 25% means that one of every four resolved grievances was resolved through ADR. Formula Data Item Grievances.Resolved.ADR Process Formula Data Item Grievances.Resolved Competitive Edge Technology January Page 41

42 6. Health/Safety. 6.1 Work-Related Injury Return Ratio HR Metric: Work-Related Injury Return Ratio Formula: Disability Returns / Disability Resignations Description: Number of employees returning from disability leave for every resignation while on disability leave. Commentary: A result of 3.0 means that the organization had three employees return to work from a disability leave for every one employee that terminated from a disability leave. A result less than one indicates that the employees that terminated from disability leave outnumbered those that returned to work. Formula Data Item Disability Returns Formula Data Item Disability Resignations 6.2 Workers Compensation Premium Per FTE HR Metric: Workers Compensation Premium Per FTE Formula: Workers Compensation Premium / FTE Description: Workers compensation premium paid per full-time equivalent employee. Commentary: Workers Compensation Premium per FTE measures the cost to the Competitive Edge Technology January Page 42

43 organization of workers compensation insurance relative to workforce size, whether the organization is self-insured or insured through external parties. Formula Data Item Workers Compensation Premium Formula Data Item FTE 6.3 Lost Time Incident Rate HR Metric: Lost Time Incident Rate Formula: H&S Incidents.Lost Time / FTE Description: Health and safety incidents that resulted in lost time per full-time equivalent employee. Commentary: A result of.10 indicates that the organization experienced one health and safety incident with lost time for every 10 full-time equivalent employees. Formula Data Item H&S Incidents.Lost Time Competitive Edge Technology January Page 43

44 Formula Data Item FTE 6.4 H&S Incidents Per 100 FTEs HR Metric: H&S Incidents Per 100 FTEs Formula: H&S Incidents / 100 FTEs Description: Health and safety incidents per 100 full-time equivalent employees. Commentary: A result of 3.0 means that the employer experienced 3 incidents for every 100 full-time equivalent employees. This is a commonly used measure for gauging workforce safety and is the primary safety measure captured for regulatory bodies. Formula Data Item H&S Incidents Formula Data Item 100 FTEs 6.5 H&S Incident Type Breakdown Competitive Edge Technology January Page 44

45 HR Metric: H&S Incident Type Breakdown Formula: (H&S Incidents.[Type] / H&S Incidents) * 100 Description: Health and safety incidents by type as a percentage of total health and safety incidents. Commentary: H&S Incident Type Breakdown measures the composition of health and safety incidents by type of incident that occur during a period. Graphically, the data are presented as a percentage of the total unscheduled absences, i.e., a stacked bar graph. Formula Data Item H&S Incidents.[Type] Formula Data Item H&S Incidents 6.6 H&S Expense Per FTE HR Metric: H&S Expense Per FTE Formula: H&S Expense / FTE Description: Average occupational health & safety costs per employee. Commentary: A result of $1,000 means that the organization s H&S costs equate to $1,000 for every full-time equivalent employee. Competitive Edge Technology January Page 45

46 Formula Data Item H&S Expense Formula Data Item FTE 6.7 H&S Expense Breakdown HR Metric: H&S Expense Breakdown Formula: (H&S Expense.[Type] / H&S Expense) * 100 Description: Health and safety expense by type (prevention, rehabilitation, compensation, other) as a percentage of total H&S expense. Commentary: H&S Expense Breakdown presents the composition of health and safety function expenses by type of expense that occur during a period. Graphically, the data are presented as a percentage of the total function expenses, i.e., a stacked bar graph. Formula Data Item H&S Expense.[Type] Formula Data Item H&S Expense Competitive Edge Technology January Page 46

47 6.8 Average Time Lost Per H&S Incident HR Metric: Average Time Lost Per H&S Incident Formula: Working Days Lost / H&S Incidents Description: Average working days lost per health and safety incident. Commentary: Average Time Lost per H&S Incident measures the average number of working days lost per health and safety incident and gives an indication of the severity of incidents occurring within the workplace. It may also be an indicator of the effectiveness of safety programs, procedures, training, and protective equipment. Formula Data Item Working Days Lost Formula Data Item H&S Incidents Competitive Edge Technology January Page 47

48 7. HR Service Delivery 7.1 Contact Center: Service Level HR Metric: Contact Center: Service Level Sample Human Resource Metrics Formula: Calls Answered Within Specified Seconds / Total Calls * 100 Description: The percentage of calls answered within a specified number of seconds. Commentary: For example, an employer may target employee service centers to answer 80% of calls within 20 seconds. The Service Level metric might report that 67% calls were actually answered within 20 seconds. Formula Data Item Calls Answered Within Specified Seconds Formula Data Item / Total Calls 7.2 Self-Service Penetration Rate HR Metric: Self-Service Penetration Rate Formula: (HR Transactions Conducted via Self-Service / Number of HR Transactions) * 100 Description: HR transactions conducted via self-service as a percentage of the total number of HR transactions. Competitive Edge Technology January Page 48

49 Formula Data Item HR Transactions Conducted via Self-Service Formula Data Item Number of HR Transactions 7.3 Contact Center: One-Call Resolution Rate HR Metric: Contact Center: One-Call Resolution Rate Formula: (Contacts Resolved in One Call / Total Contacts) * 100 Description: Percentage of contact center transactions resolved within one call. Formula Data Item Contacts Resolved in One Call Formula Data Item Total Contacts Competitive Edge Technology January Page 49

50 7.4 Contact Center: Satisfaction HR Metric: Contact Center Satisfaction Description: A relative measure of employee satisfaction with the contact center. Formula: Survey Results Commentary: Contact Center Satisfaction represents a survey index or set of questions for employees who have contacted the employee service center. Questions survey employees satisfaction with their contact center experience. Formula Data Item Survey Results 7.5 Contact Center: Average Handle Time HR Metric: Contact Center: Average Handle Time Formula: Total Work Time / Total Calls Description: The average agent work time per call. Formula Data Item Total Work Time Competitive Edge Technology January Page 50

51 Formula Data Item Total Calls 7.6 HRIT Late Transaction Rate HR Metric: HRIT Late Transaction Rate Formula: Late HRIT Transactions / HRIT Transactions * 100 Description: Percentage of HRIT transactions that are entered late. Commentary: HRIT Late Transaction Rate indicates the percentage of HRIT transactions that are entered after the prescribed target period. The target period for entering transactions may be based on a specified number of days after an action or on a month-end or quarterend close date. A result of 5% would indicate that 5% of all HRIT transactions are entered late. Formula Data Item Late HRIT Transactions Formula Data Item HRIT Transactions Competitive Edge Technology January Page 51

52 7.7 HRIT Average Days To Entry HR Metric: HRIT Average Days To Entry Formula: Total Days to Entry / HRIT Transactions Description: Average days elapsed from action occurrence to HRIT transaction entry. Commentary: Total days to entry is the time that it takes for an HR transaction to be entered into the HRIS. For example, if a job transfer occurs on the 1st of a month and the transaction is entered on the 10th, the elapsed days to entry is nine days. Average Days To Entry is the average of all transactions in a measurement period. Formula Data Item Total Days to Entry Formula Data Item HRIT Transactions 7.8 HR Technology Expense Rate HR Metric: HR Technology Expense Rate Formula: (HR Expense.Technology / Technology Expense) * 100 Description: HR technology expense as a percentage of total organization technology expense. Commentary: A result of 10% means that HR technology expenses make up 10% of total technology expenses. Competitive Edge Technology January Page 52

53 Formula Data Item HR Expense.Technology Formula Data Item Technology Expense 7.9 HR Revenue Per HR Employee HR Metric: HR Revenue Per HR Employee Formula: HR Revenue / HR FTE Description: Average revenue per human resources full-time equivalent employee. Application: This measure will only apply to organizations that operate HR as a profit center function within the organization. Under this model, the rest of the organization must purchase certain HR services it wants or needs. Commentary: HR Revenue per HR Employee represents the amount of revenue produced internally by the human resources function per HR employee for its services to the organization. Formula Data Item HR Revenue Competitive Edge Technology January Page 53

54 Formula Data Item / HR FTE 7.10 HR Revenue Expense Rate HR Metric: HR Revenue Expense Rate Formula: (HR Revenue / HR Expense) * 100 Description: HR revenue as a proportion of total HR expenses. Application: This measure will only apply to organizations that operate HR as a profit center function within the organization. Under this model, the rest of the organization must purchase certain HR services it wants or needs. Commentary: HR Revenue Expense Rate represents the amount of revenue produced internally by the human resources function for its services to the organization, as compared to the operating costs of the HR function. A result of 70% indicates that HR revenues cover 70% of the function s operating expenses. Formula Data Item HR Revenue Formula Data Item HR Expense Competitive Edge Technology January Page 54

55 7.11 HR Operating Expense Rate HR Metric: HR Operating Expense Rate Formula: HR Expense / Operating Expense * 100 Description: HR expense as a percentage of all operating expenses. Commentary: HR Operating Expense Rate measures the percentage of total operating expenses that are attributed to the HR function. This measure indicates the organization s relative investment in the HR function as compared with other operating activities. A result of 2%, for example, means that HR expenses represent 2% of the organization s total operating expenses. Formula Data Item HR Expense Formula Data Item Operating Expense 7.12 HR Expense Per FTE HR Metric: HR Expense Per FTE Formula: HR Expense / FTE Description: HR expense per full-time equivalent employee. Competitive Edge Technology January Page 55

56 Commentary: HR Expense per FTE measures the expenses associated with operating the HR function (including outsourcing costs) relative to the size of the workforce and indicates the relative investment in the HR function by the organization. A result of $3,000 means that HR expenses equate to $3,000 per full-time equivalent employee. Formula Data Item HR Expense Formula Data Item FTE 7.13 HR Expense Breakdown- Type HR Metric: HR Expense Breakdown- Type Formula: HR Expense.[Expense Type] / HR Expense * 100 Description: Distribution of HR expense by expense type. Commentary: Graphically, the data are presented as a percentage of total HR expenses, i.e., a stacked bar graph. Included in this metric are expenses from those functions that have an identifiable organizational connection to the Human Resources department. The expense types that constitute HR operating expenses would include: Compensation and Benefits of HR Staff Training Investment for HR Employees Facilities and Overhead Travel Expenses Technology Outsourcing Consultancy Agency Costs Competitive Edge Technology January Page 56

57 Formula Data Item HR Expense.[Expense Type] Formula Data Item HR Expense 7.14 HR Expense Breakdown- Function HR Metric: HR Expense Breakdown- Function Formula: HR Expense.[HR Function] / HR Expense * 100 Description: Distribution of HR expense by HR function. Commentary: Graphically, the data are presented as a percentage of total HR expenses, i.e., a stacked bar graph. Included in this metric are expenses from those functions that have an identifiable organizational connection to the Human Resources department. Expenses might include staff compensation and benefits, travel, technology, training, and other operating costs. HR functions may be considered in terms of core and noncore. Core HR functions, those that typically fall into HR s area of responsibility, include Compensation and Benefits Staffing/Recruiting Learning and Development Generalists/Line Support Industrial and Employee Relations HR Policy, Strategy, and Organization Development HR Function Management and Administration Competitive Edge Technology January Page 57

58 Noncore functions, those that frequently report through other organizational areas, include payroll, diversity, performance management, HR information management, and occupational health and safety. Formula Data Item HR Expense.[HR Function] Formula Data Item HR Expense 7.15 HR Staffing Rate HR Metric: HR Staffing Rate Formula: (HR FTE / FTE) * 100 Description: HR full-time equivalent employees as a percentage of total organization fulltime equivalent employees. Commentary: A result of 1% indicates that, on a full-time equivalent basis, one out of every one hundred employees is assigned to the HR function. Formula Data Item HR FTE Competitive Edge Technology January Page 58

59 Formula Data Item FTE 7.16 HR Staffing Coverage Ratio HR Metric: HR Staffing Coverage Ratio Formula: Average Headcount / HR FTE Description: Number of total organization employees per HR full-time equivalent employee. Commentary: Number of total organization employees per HR full-time equivalent employee. Formula Data Item Average Headcount Formula Data Item HR FTE 7.17 HR Staffing Breakdown Competitive Edge Technology January Page 59

60 HR Metric: HR Staffing Breakdown Formula: (HR End of Period Headcount.[Function] / HR End of Period Headcount) * 100 Description: Percentage breakdown of HR employees by HR functional area. Commentary: HR Staffing Breakdown provides the percentages of the Human Resources workforce within each HR function, such as recruitment, compensation and benefits, learning and development, payroll, generalist/line support, etc. HR function is based on the work the employee supports, which may or may not correspond precisely to organizational units. Graphically, the data are presented as a percentage of the total HR workforce, i.e., a stacked bar graph. Formula Data Item HR End of Period Headcount.[Function] Formula Data Item HR End of Period Headcount 7.18 HR Recruitment Source Ratio HR Metric: HR Recruitment Source Ratio Formula: HR Internal Hires / HR External Hires Description: Ratio of internal hires to external hires into the HR function. Commentary: An HR Recruitment Source Ratio of 3 means that the HR function has made 3 internal appointment to vacant positions for every 1 external hire. Competitive Edge Technology January Page 60

61 Formula Data Item HR Internal Hires Formula Data Item HR External Hires 7.19 HR Professional Staffing Mix Ratio HR Metric: HR Professional Staffing Mix Ratio Formula: HR FTE.Clerical & Operative / HR FTE.Managerial & Professional Description: Number of HR clerical and operative full-time equivalent employees for every one HR managerial and professional full-time equivalent employee. Formula Data Item HR FTE.Clerical & Operative Formula Data Item HR FTE.Managerial & Professional Competitive Edge Technology January Page 61

62 7.20 HR Mobility Rate HR Metric: HR Mobility Rate Formula: (HR Promotions + HR Transfers) / HR Average Headcount * 100 Description: Transfers and promotions of HR employees as a percentage of the HR workforce. Application: Understanding the extent to which HR is developing its own employees. Commentary: An HR Mobility Rate of 10% means that 10% of employees in the HR function have transferred or been promoted within the period. Formula Data Item HR Promotions Formula Data Item HR Transfers Formula Data Item HR Average Headcount Competitive Edge Technology January Page 62

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