The document discusses how to use productivity metrics, particularly key performance indicators (KPIs), to improve employee productivity by emphasizing that time spent at work does not always equate to productivity. It outlines steps for setting effective metrics and the importance of specific, measurable goals tailored for each employee, while also warning against external factors that may skew results. Additionally, it touches on the necessity of integrating these metrics into company culture for better performance tracking and management.

1. Using Productivity Metrics
To Improve Employee
Productivity
Garland Coulson “Captain Time”

2. What are Productivity Metrics?
• Key Performance Indicators (KPIs) relating to Productivity

3. Why Are They
Important?
• Martin works late every night
• Susan goes home on time to be
with her kids
• Who is more productive?

4. Time Spent ≠ Productivity
• What if Susan gets nearly twice as many sales
or twice as many phone calls completed as
Martin while working only half as many
hours?

5. Garland’s Real Life
Experience
• My desk was always empty
• My co-workers had files stacked on their desk
• My supervisors assumed I had less work so
assigned me more
• Even though I was #1 in sales!

6. What You
Measure – Gets
Focus
• My big board of sales

7. Why Don’t More Offices
Do This?
• Most managers don’t really know what staff
do
• No one has really worked out what the clear
outcomes should be
• No one has designed the activities to
specifically achieve these outcomes

8. How to Set a Metric
Determine desired
output
01
Determine how to
measure the results
02
Determine how to
measure the
activities that
should lead to the
desired results
03

9. Sales Metrics
1. $ volume in sales generated
2. Close rate
3. Activities leading to sales
1. Calls
2. Emails
3. Networking groups
attended

10. Efficiency Metrics
• # of tasks processed
• Average time to complete tasks
• Delivery on time

11. Customer Satisfaction
• Feedback
• Waiting times

12. Training Metrics
• Training courses completed
• Skills improvement
• Knowledge and skills testing

13. Individual
Employee Goals
• Specific for each employee
• MUST be measurable and
controllable
• MUST be communicated to the
employee
• Focus on a few key ones rather
than trivial ones

14. Beware of
Circumstances
that Skew Results
• Changes in local economy might
affect sales
• Single large projects that affect
tracking
• Be adaptable and look at other
metrics as well

15. How To Track Productivity
Metrics
• Spreadsheets
• Task management systems
• Support ticket systems

16. Making Metrics
Part of Your
Culture
• New hires
• Show how they will be
measured
• Performance reviews
• Tie rewards to metrics

17. More help at
CaptainTime.com