Hello all, Just wandering what your opinion is on productivity KPI such as "how long does a user in general spend his/her time on closing an activity/issue' in a finance shared service centre (AP/AR). Also would you have an idea of what these KPI would be?? Thanks
Productivity KPI
Answers
How do you "weight" complexity factor into this KPI?
Exactly, Wayne. If you look at time only, you'll encourage people to hurry. This can come at the expense of a true "closing" for issues, and can also come at the expense of great business relationships.
Do look at time spent. Don't look at this statistic alone but in context. Pair it with other stats, including complexity and reports of the overall quality of the experience.
Time is a very important statistic to track, within a process, as it usually has a direct relationship to customer satisfaction. With a finance shared service center, I am going to assume you have an established and well documented process. In this situation, complexity is less of a concern, Issues will pop up but they will be exceptions to the rule.
To build on the answers received thus far, track the following statistics as a group - to track the employee - time to process, error rate, and customer satisfaction; to track the center - exceptions.
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FP&A