How to measure administrative staff work?
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Measuring the performance of back-office administrative staff can be more difficult than measuring customer-facing roles because their impact is often less direct. However, we can assess their performance by looking at metrics related to efficiency, accuracy, timeliness, and cost-effectiveness. Here’s a straightforward approach to measuring back-office administrative personnel: I. Productivity and Efficiency Metrics These metrics evaluate the quantity and speed of work. 1. Task Completion Rate: The percentage of tasks finished on time. 2. Average Task Completion Time: The average time taken to complete a specific task (e.g., processing an invoice). Record the start and end times for tasks and calculate the average. This is useful for repetitive tasks. 3. Volume of Work Processed: The total number of items processed or managed. 4. Backlog Management: The ability ...