CUSTOMER SATISFACTION KEY INDICATORS MEASURES Compensation Fairness of existing job evaluation system in Per capita (average) merit increases assisting grades and salaries Ratio or recommendations for Competitiveness in local labour market reclassification to number of employees Relationship between pay and performance Percentage of overtime hours to straight Employee satisfaction with pay. time Ratio of average salary offers to average salary in community Benefits Promptness in handling claims Average unemployment compensation Fairness and consistence in the application of payment (UCP) benefits policies Average workers' compensation payment Communication of benefits to employees (WCP) Benefit cost per payroll dollar Assistance provided to line manager in Percentage of sick leave to total pay reducing potential for unnecessary claims Training Extent to which training programs meet the Percentage of employees participating in needs of employees a d e company training programs per job family Communication to employees about available Percentage of employees receiving tuition training opportunities refunds Training dollars per employee Quality of introduction/orientation programs Employee appraisal and development Assistance in identifying management Distribution of performance appraisal potential Organizational development ratings activities provided by HRM department Appropriate psychometric properties of appraisal forms Succession planning Extent to which promotions are made from Ratio of promotions to number of within Assistance/counselling provided to employees Ratio of open requisitions filled employees in career planning internally to those filled externally Safety Assistance to line managers in organizing Frequency/severity ratio of accidents safety programs Safety-related expenses per $1,000 of Assistance to line managers in identifying payroll Plant security losses per square foot potential safety hazards (e.g., fires, burglaries) Assistance to line managers in providing a good working environment (lighting, cleanliness, heating, etc,) Labour relations Assistance provided to line managers in Ratio of grievances by pay plan to number handling grievances of employees Efforts to promote a spirit of cooperation in Frequency and duration of work stoppages plant Efforts to monitor the employee relations Percentage of grievances settled climate in plant
KEY INDICATORS CUSTOMER SATISFACTION MEASURES Compensation Per capita (average) merit increases Ratio or recommendations for reclassification to number of employees Percentage of overtime hours to straight time Ratio of average salary offers to average salary in community Fairness of existing job evaluation system in assisting grades and salaries Competitiveness in local labour market Relationship between pay and performance Employee satisfaction with pay. Benefits Average unemployment compensation payment (UCP) Average workers' compensation payment (WCP) Benefit cost per payroll dollar Percentage of sick leave to total pay Promptness in handling claims Fairness and consistence in the application of benefits policies Communication of benefits to employees Assistance provided to line manager in reducing potential for unnecessary claims Training Percentage of employees participating in training programs per job family Percentage of employees receiving tuition refunds Training dollars per employee Extent to which training programs meet the needs of employees a d e company Communication to employees about available training opportunities Quality of introduction/orientation programs Employee appraisal and development Distribution of performance appraisal ratings Appropriate psychometric properties of appraisal forms Assistance in identifying management potential Organizational development activities provided by HRM department Succession planning Ratio of promotions to number of employees Ratio of open requisitions filled internally to those filled externally Extent to which promotions are made from within Assistance/counselling provided to employees in career planning Safety Frequency/severity ratio of accidents Safety-related expenses per $1,000 of payroll Plant security losses per square foot (e.g., fires, burglaries) Assistance to line managers in organizing safety programs Assistance to line managers in identifying potential safety hazards Assistance to line managers in providing a good working environment (lighting, cleanliness, heating, etc,) Labour relations Ratio of grievances by pay plan to number of employees Frequency and duration of work stoppages Percentage of grievances settled Assistance provided to line managers in handling grievances Efforts to promote a spirit of cooperation in plant Efforts to monitor the employee relations climate in plant