When you think about it, it becomes clear that the primary customers of administrative units are the employees and supervisors of the organization. It turns out that the most important lower quadrant measures for administrative units are customer satisfaction measures. “Did we help you do your job?” is the focus of such questions.
Administrative functions usually help their clients by making it easier for them to do their jobs. Look for measures like % of customers who report that the unit was “very helpful” in meeting the staffing needs of the agency, or % of customers who report that the contracting unit helped them get their work done well and on time.
In addition to gathering data, there are other good reasons for administrative units to conduct customer satisfaction surveys (and/or interviews). The simple act of asking customers (and taking their responses seriously) can create goodwill with organization managers, a commodity that is often in short supply. And the users of administrative services can often identify ways to improve services.
Some common examples include:
- Workload staff ratio
- Staff turnover rate (This can be measured by % of vacant positions – or more interestingly – % of employees with the organization 1 year or less.)
- Staff morale (usually from surveys)
- Percent of staff fully trained
- Percent of satisfied customers (with courtesy and timeliness of service) by function
- Percent of bilingual staff
- Worker safety (usually accident or injury claim rate)
The following section provides examples (not an exhaustive list) of some of the most important performance measures for each administrative function. In most cases, the lay definition, but not the technical definition, is given.