Presentation is loading. Please wait.

Presentation is loading. Please wait.

Metrics and Dashboards Presented by: Brent R Gow, CPP Director Global Payroll, Starbucks Coffee Co.

Similar presentations


Presentation on theme: "Metrics and Dashboards Presented by: Brent R Gow, CPP Director Global Payroll, Starbucks Coffee Co."— Presentation transcript:

1 Metrics and Dashboards Presented by: Brent R Gow, CPP Director Global Payroll, Starbucks Coffee Co

2 Agenda Why Payroll Metrics are Important Types of Payroll Metrics Review Purpose of the Dashboard Developing an Organizational Scorecard Using Metrics Tell a Story Integrating Payroll Metrics Throughout the Organization

3 Effective Metrics Support decision making Measure performance Identify trends Define baselines Provide a basis for benchmarking Support Corporate Scorecard

4 Using Metrics to Build Relationships Use metrics to support and build upon relationships, but not to replace them Strong value in maintaining an ongoing dialogue between your customer groups and at various levels Strategic (Executive) Tactical (Manager) Operational (Employee) Listen carefully to your customers! Understand their needs and their challenges Create a win-win together 4

5 Data Based Decision “You can not manage what you don’t measure” “If you can not measure it you can not improve it” “You can not defend it if you have not measured it” 5

6 Payroll Metrics Costs/Volumes Payroll costs/administrative expenses (%) Payees processed per FTE in Payroll Average number of payroll payments per employee Percentage of employees on direct deposit Percentage of employees receiving checks Percentage of employees with both check and direct deposit 6

7 Payroll Metrics Costs/Volumes OT hours as a percentage of total hours worked Paid time off hours/$ as percentage of total paid hours/$ Number of Special Checks (i.e., Off-cycle Payments) Number/Percentage of manual checks vs. system generated checks 7

8 Payroll Tax Metrics Number of entities & tax jurisdictions for enterprise Number of provincial jurisdictions per entity Employer taxes as a percentage of total wages Percentage of penalties/interest paid on total taxes Percentage of penalties/interest paid on total gross wages Number/percentage of tax abatements Number/percentage of timely payments/reports Number/percentage of late payments 8

9 Training Metrics Percentage of employees who participate in training Average number of employee hours spent training Amount of Training Dollars per employee Employees with expired certifications and licenses 9

10 HR Metrics Performance Appraisal Participation Rate Compensation Competiveness Compared to External Market Benchmarks (gap to market) Average Performance Appraisal Rating Termination Rate 10 Total Number of Hired Gender Staffing Breakdown Internal Hires / External Hires Performance Rating Distribution Employee Engagement Level Average Time to Fill

11 HR Metrics Health Plan Enrollment Rates Average Workforce Tenure Transfers Internal Hire Rate Retention Rate Employee Satisfaction with Training Benefits Expense per FTE External Hire Rate 11 Leadership Gender Breakdown Age Staffing Breakdown Average Workforce Age Average Employee Compensation Type of Hires Ethnic Background Staffing Breakdown Average Merit Increase for Each Performance Rating

12 Training Metrics Quality Percentage of errors by type Payroll department error Manager / supervisor error – timely, accurate Employee error – time reporting not submitted Number of amended T-4 statements Number of Amended Tax Returns 12

13 13 Payroll Process Labor Distribution

14 14 We have all used dashboards…

15 15 Dashboard Proactive Management Tool Visual representation Monitoring Business Activity to understand the “health” of a business Provides info of Key Indicators Information can be in the form of: –Warnings –Action Notices –Next Steps –Summaries of Business Conditions Dynamic (Drill Down Capability)

16 16 Dashboard Example MeasureValues Percentile Ranking PlaceMeasure Description Accuracy99.00%15th % Payslips produced without error (only those errors reported to Call Center) (calculated as % of payslip volume in month) Green ≥99% Amber ≥98% Red is <98% Manual payments outside payroll1.00%75th % of manual payments made outside of payroll (calculated as % of payslip volume in month) Green ≤1% Amber ≤98% Red is >98% Service Desk (Total calls)3.72%15th % of calls received (calculated as % of payslip volume in month) Green ≤4% Amber ≤8% Red is >8%

17 17 Scorecard Provides collection of reflective measures 1.Performance of key business processes 2.Financial perspectives 3.Customer perspectives 4.Learning and development perspective (i.e., Training)

18 18 Sample Scorecard Categories Payroll Scorecard People Metrics MarchAprilTargetNotes Salaries actuals to plan (Fiscal) ($87,992) Favorable$61,119 Unfavorable Planned vs. Actual FTE's 33:2833:29 New hire in April Payroll Metrics Check Processing Efficiencies MarchApril TargetNotes % Direct Deposit (CN)97.04%96.86%98%lower due to new hires # of printed checks (CN)842929N/A # of vouchers (CN)28,14628,257N/A % of electronic vouchers (CN)100% # of Manual Cheques2,1191,468N/Areduction due to timely payroll transmission Manual Cheques as % of total statements0.64%0.55%<1% Check Reissue422414<100 Tax MarchApril TargetNotes # of Tax Returns filedN/A327N/AQtly reporting # of Tax DepositsN/A1422N/AQtly reporting Total $ AmountN/A$209,998,015.18N/AQtly reporting

19 19 Department Scorecard Go Green Electronic Payments _____% -Direct Deposit _____% -Debit Cards _____% Electronic Statements ______% Total number of payments _______ Total $$ of payments ________ ___% of Total Budget Customer Feedback -Highly Satisfied ____% -Moderately Satisfied ____% -Somewhat Satisfied ____% Payroll Team ____ Years of Experience Attended ____ Hours of Training Under Budget

20 Customers are saying…”they are Highly Satisfied” Pay Cards Go Green 86% Electronic 68% 78% 15% 7% Fiscally Responsible 98% of Total Budget Payroll Team Mitigates Risk and Manages Compliance with.. 44 Years of Experience 120 Hours of Training 5,867 Payments $500, Department Scorecard (with Graphics)

21 21 Training Scorecard Manager Feedback Next StepsAccomplishments  Complete Inventory of Management Skills  Complete Development Plan  Attend Chapter Study Group Knowledge Assessment Completed Attended APA Web Based Training Course Training Activities Target Status Take Knowledge Assessment 01/31/11 Attend Chapter Study Group 05/20 – 8/15 Attend Fall Forum 09/2011 Sit for CPP Examination 09/2011 Recommended Cindy become Certified to continue progress on her career path to a management position. After CPP is obtained, additional knowledge and experience is needed in Management that will be offered internally. Individual Goal: To become a Certified Payroll Professional (CPP) and then move into a management position. Background: 5 years of payroll administration 5 years of customer service 1 st Qtr2 nd Qtr3 rd Qtr4 th Qtr 3/15/116/28/119/20/1112/15/11 Quarterly Review Held:

22 22 Benchmarking MetricTop PerformerPeer Group Process Cost/Employee $41$49$84$90 Process Cost/Payment $1.76$2.06$2.75$3.03 Error Rate.02%.01%.06%.02% Paperless Payment Distribution Rate 90%81%76%67% Percent Off-Cycle Payments 1% 2%3%

23 23 Tips for Metrics Key is to use the “right” metrics Name of the Metric Description of what is measured How is the metric measured How often is the measure taken How are the thresholds calculated Current range of values considered normal for metric Best possible value of the metric Units of measurement

24 24 Data Sources HR/PR Database Financial Database Call Center Database Project Management Database Time and Attendance System Excel Spreadsheets Paper “Stickies” Other

25 25 Value Proposition: “Payroll Department Data Correlates to Bottom Line Success” Manager Late Terminations Ongoing Expense Company Property Increased Cost of Expenses (Phones/ PC’s) Organization Decreased Profits $$Terminations Metric: Timeliness of Termination Notification Days Late for Notification

26 26 Data Collection Tool Performance Measure Operational Definition Data Source and Location Sample Size Who will Collect? Frequency of Collection How will Data be Collected? How will data be used?How will data be displayed

27 27 Data Collection Tool Performance Measure Operational Definition Data Source and Location Sample Size Who will Collect? Frequency of Collection How will Data be Collected? Cost Per Paycheck Total Expenses/ Number of Checks Produced Budget- Expenses To Date and Payroll Registers 100%Payroll Manager QuarterlyManually Cost Per Employee Total Expenses/ Number of Active Employees + Terminated Employees Budget- Expenses To Date and Payroll Registers 100%Payroll Manager QuarterlyManually How will data be used?How will data be displayed Report for ManagementScorecard

28 28 Scorecard Integration Reflect company strategy Foundation on company goals Mission, purpose and objective must be defined Agreed upon measures Tied into individual goals

29 29 Building the Foundation 1. Begin with the end in mind 2. Define a clear goal 3. Gain buy in from users 4. Design reporting templates 5. Identify data sources 6. Determine Frequency 7. Estimate overall effort 8. Understand audience needs 9. Align with organizational goals 10. Integrate with recognition: performance or bonus

30 Thank you Please complete your evaluation


Download ppt "Metrics and Dashboards Presented by: Brent R Gow, CPP Director Global Payroll, Starbucks Coffee Co."

Similar presentations


Ads by Google