Measure and Evaluate Business Excellence

The following performance measures can be used to The following provide some simple ideas on how workplace conflict resolution processes might be assessed:

Employee Grievances, i.e., the number of employee grievances or complaints per period. This forms a measure of tangible dissatisfaction among the workforce. A low level of morale often manifests itself in a high level of complaints or grievances – even those against other employees.

Employee Complaints, i.e., the number of complaints by employees or the percentage of employees that have made complaints. This provides a measure of employee dissatisfaction. The measure is dependent on the organisation having a formal system for measuring employee complaints.

Employee Satisfaction: Pride, i.e., employee pride in the organisation as measured by survey. This is a measure of the employees’ perception of the overall experience and benefits from working for, and the values demonstrated by, the organisation.

Job Satisfaction, i.e., the percentage and areas of employees responding positively or negatively to the job and workplace satisfaction survey criteria. This forms a measure of employee satisfaction with the job and/or the workplace. This can highlight areas that, if addressed, can influence issues such as employee retention, absenteeism, injury rates, reliability, productivity and overall satisfaction.

Employee Absenteeism, i.e., the number of working hours or days lost as a percentage of total available working days or person-hours. The absence rate can provide a measure of dissatisfaction or sickness. The unauthorised absence rate is when the reason for absence is not known.

Employee - Transfer Requests, i.e., the number of requests for, or the number of employees requesting interdepartmental transfers as a percentage of the total number of employees. This measure provides an indication of how content employees are in their employment position.

Employee Termination Ratio, i.e., the number of people terminated as a ratio of the total number of full-time employees. This measure can be used to determine ethical behaviour, employee satisfaction, recruitment or training process effectiveness, or leadership effectiveness.

Employee - Turnover (Churn Rate), i.e., the number of employees resigning or being terminated (or both) as a percentage of the total number of employees. This measure provides an obvious indication of employee satisfaction.

Employee - Tenure, i.e., the period of employment with the organisation to date or,

• Average period of employment with organisation, or
• Average period of employment with organisation per level or type of role, or
• Average period of employment with organisation per age group.

This measure can provide input into analyses of areas such as employee or job satisfaction, effectiveness of HR policy, demographic trends, employee development or career path plans.

Employee – Loyalty, i.e., the percentage of employees that leave the organisation in a given time period, or the average length of service, or the age/service profile (the percentage of employees that are of a given age / length of service). This measure provides an indication of how long employees wish to stay with the organisation, and as such is an indicator of employee satisfaction.

Employee - Recommendation of Organisation as an Employer, i.e., the percentage of employees that are willing to recommend the organisation as an employer to a friend or,

• Average number of applications or enquiries received regarding employment following recommendation, or
• Percentage of applicants or appointees that have received recommendations from current employees, or
•  Percentage of vacancies or skills gaps filled by recommendations.

This is a measure of the willingness of employees to recommend the organisation to others as an employer. This can also be an indicator of employee satisfaction.

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