HR Shared Services demonstrate their effectiveness through metrics – and analysis of those metrics is key to making a strong ongoing business case for the shared services model.  But before you can run, you must learn to walk – and that walk starts with benchmarking.  Learn from Greg Pinson how to benchmark for success, including:

• What to measure daily, weekly, monthly, quarterly
• How to anticipate total cases managed annually – what peak times may affect staffing, what case categories will be most frequently used
• KPIs including first call resolution rate
• Measuring customer satisfaction rates for continuous process improvement

Greg will be joined by Kelvin Lovely, Business Process Consultant, who will make the business case for benchmarking, and discuss essentials for measuring effectiveness.